[et_pb_section fb_built=”1″ admin_label=”Section” _builder_version=”4.25.0″ _module_preset=”default” background_enable_color=”off” background_image=”https:\/\/jmsc6110a.com\/capstone2024\/wp-content\/uploads\/2024\/05\/dee14602a0feedc558f5b2bd9e8718e.jpg” parallax=”on” background_video_mp4=”https:\/\/jmsc6110a.com\/capstone2024\/wp-content\/uploads\/2024\/05\/title.mp4″ min_height=”779px” max_height=”1000px” custom_padding=”64px||0px|||” scroll_vertical_motion=”0|50|50|100|0|-2|-4″ scroll_fade=”0|50|50|100|100%|100|20%” scroll_scaling=”0|50|50|100|100%|100|200%” motion_trigger_start=”bottom” background_last_edited=”on|desktop” da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.25.0″ _module_preset=”default” width=”100%” max_width=”2560px” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.25.0″ _module_preset=”default” text_font=”Bellefair|700||on|||||” text_text_color=”#FFFFFF” text_font_size=”70px” text_letter_spacing=”4px” transform_translate=”0px|158px” transform_translate_linked=”off” text_orientation=”center” animation_style=”fold” animation_direction=”bottom” animation_duration=”1350ms” animation_delay=”100ms” animation_intensity_fold=”27%” global_colors_info=”{}”]Silence\u00a0 On\u00a0 the\u00a0 Way
\n[\/et_pb_text][et_pb_text _builder_version=”4.25.0″ _module_preset=”default” text_font=”Belgrano||||||||” text_text_color=”#FFFFFF” text_font_size=”23px” text_line_height=”1.8em” transform_translate=”0px|329px” animation_style=”fade” animation_direction=”bottom” animation_duration=”1450ms” animation_delay=”250ms” global_colors_info=”{}”]<\/p>\n
In Hangzhou, China,<\/p>\n
[\/et_pb_text][et_pb_text _builder_version=”4.25.0″ _module_preset=”default” text_font=”Belgrano||||||||” text_text_color=”#FFFFFF” text_font_size=”23px” transform_translate=”0px|298px” transform_translate_linked=”off” animation_style=”fade” animation_direction=”bottom” animation_duration=”1450ms” animation_delay=”250ms” animation_delay_tablet=”450ms” animation_delay_phone=”450ms” animation_delay_last_edited=”on|desktop” global_colors_info=”{}”]<\/p>\n
\u00a0Deaf delivery drivers overcome many hurdles to get deliveries to customers\u2019 doorsteps<\/span><\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”part 1″ _builder_version=”4.25.0″ _module_preset=”default” background_image=”https:\/\/jmsc6110a.com\/capstone2024\/wp-content\/uploads\/2024\/05\/dee14602a0feedc558f5b2bd9e8718e.jpg” parallax=”on” custom_margin=”-23px|||||” da_disable_devices=”off|off|off” collapsed=”off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text disabled_on=”on|on|off” admin_label=”desktop1″ _builder_version=”4.25.0″ _module_preset=”default” text_font=”Times New Roman||||||||” text_text_color=”#000000″ text_font_size=”20px” custom_padding=”|150px||150px|false|false” global_colors_info=”{}”]L<\/span>i Pingfeng, a deaf delivery driver for the Ele.me platform in Hangzhou, is in his seventh year in the delivery industry.<\/p>\n At 10:20 a.m., Li had already arrived at the pickup point for his first delivery order for that day. As usual, he gestured the order number to the staff and then stood aside to look at his phone.<\/p>\n Shedding the initial awkwardness of working in his profession despite being deaf<\/span>, he now navigates the silent world of deliveries with ease<\/span>, swiftly completing each order.<\/p>\n After collecting the meal for a customer<\/span>, Li mounted his electric bike and set off once more.<\/p>\n For delivery drivers, speed is everything because they will not earn any money for an order if they miss the promised delivery time<\/span>.<\/p>\n However, their delivery addresses could be in any corner of the city, making it harder for them to find the destination accurately. Sometimes, even online navigation services\u00a0 can get confused. And going to the wrong place may lead to deliveries of\u00a0 <\/span>all orders being late.<\/p>\n “At the beginning, he often got lost, but now, after so many years, he knows the routes well,” said He Guanyun, Li’s mother. At 10:20 a.m., Li had already arrived at the pickup point for his first delivery order for that day. As usual, he gestured the order number to the staff and then stood aside to look at his phone.<\/p>\n Shedding the initial awkwardness of working in his profession despite being deaf<\/span>, he now navigates the silent world of deliveries with ease<\/span>, swiftly completing each order.<\/p>\n After collecting the meal for a customer<\/span>, Li mounted his electric bike and set off once more.<\/p>\n For delivery drivers, speed is everything because they will not earn any money for an order if they miss the promised delivery time<\/span>.<\/p>\n However, their delivery addresses could be in any corner of the city, making it harder for them to find the destination accurately. Sometimes, even online navigation services\u00a0 can get confused. And going to the wrong place may lead to deliveries of\u00a0 <\/span>all orders being late.<\/p>\n “At the beginning, he often got lost, but now, after so many years, he knows the routes well,” said He Guanyun, Li’s mother. Sometimes, he prepares by turning on the camera, ready to drop off, snapping a photo, sending it, and leaving. It takes a few seconds and an order is completed. Sometimes, as he hurries to the door, the customer is already waiting. Therefore, he just needs to hand over the delivery and leave, which saves his delivery time.<\/p>\n Li enjoys these face-to-face deliveries as he always receives a smile or a compliment from the customer. For him, it’s a spiritual encouragement and motivation.<\/p>\n “He comes back happy,” He Guanyun, Li’s mother, said with a smile. “If the customer gives him a thumbs up after receiving the delivery, he comes back very, very happy, full of energy to continue.”<\/p>\n After five hours of delivery, Li drove home to take a break. This was his only time for rest and meals during the day. He always lies down to rest for an hour before having dinner with his family.<\/p>\n At five o’clock, he put on his scarf and helmet, ready to continue his evening deliveries. Sometimes, he prepares by turning on the camera, ready to drop off, snapping a photo, sending it, and leaving. It takes a few seconds and an order is completed. Sometimes, as he hurries to the door, the customer is already waiting. Therefore, he just needs to hand over the delivery and leave, which saves his delivery time.<\/p>\n Li enjoys these face-to-face deliveries as he always receives a smile or a compliment from the customer. For him, it’s a spiritual encouragement and motivation.<\/p>\n “He comes back happy,” He Guanyun, Li’s mother, said with a smile. “If the customer gives him a thumbs up after receiving the delivery, he comes back very, very happy, full of energy to continue.”<\/p>\n After five hours of delivery, Li drove home to take a break. This was his only time for rest and meals during the day. He always lies down to rest for an hour before having dinner with his family.<\/p>\n At five o’clock, he put on his scarf and helmet, ready to continue his evening deliveries. Every morning at 10 a.m., he would wait for orders at Jinjiadun, one of the busiest areas for food delivery in Fuyang District, Hangzhou. The location also housed battery exchange stations for delivery electric bikes. Apart from him, a considerable number of delivery drivers would choose this spot to kick off their day’s work. By noon, they would gather here to recharge batteries, take a break, chat, and grab a meal.<\/p>\n On this particular day, it was raining. Having checked the weather forecast the night before, he had already prepared his electric bike with a rain cover. For food delivery drivers, rainy days mean more complicated traffic conditions, and for the hearing or speech-impaired, it could be even more dangerous.<\/p>\n As a crowd-sourced driver, Chen could go online to take orders at any time, enjoying greater freedom in scheduling. At 10 a.m., Chen, as usual, arrived at Jinjiadun. His friend, another speech-impaired rider, was also there. They helped each other put on helmets, prepared their gear, and exchanged a few signs in sign language about daily life. Chen kept an eye on his phone, constantly switching between the WeChat and Meituan order pages.<\/p>\n As they set off, the rain gradually intensified, beating down on the rain cover and blurring Chen’s vision. However, he could hear loud noises like raindrops hitting the cover or honking behind him, but small sounds went unnoticed. For Chen, everything was in semi-silence.<\/p>\n People usually rely on sound to assess danger, but for the hearing impaired, visual cues are paramount.<\/p>\n His speed slowed down, and the rearview mirror became his only warning tool. With one hand on the handlebars and the other scrolling through his phone interface, he kept a close watch on order statuses and time. This was undoubtedly risky behavior, but for deaf drivers who can’t hear the system’s voice announcements of “New order received” or “Your order has been canceled,” constant checking of their phone was a necessity.<\/p>\n Meituan has yet to display a label on the delivery page indicating “Being delivered by a hearing or speech-impaired driver.” Customer unawareness translates to unknowns for\u00a0deaf drivers. For Chen, the challenges had only just begun.<\/p>\n Inside a residential building, Chen pointed to the “Enter pickup code” page on his phone screen. He could only make some sounds to remind the customer:”What’s the pickup code?” Sometimes, customers need to input pickup codes for delivery, and in this case, it wasn’t the customer herself who received the delivery, but her husband.<\/p>\n Unfortunately, he didn’t know the pickup code either, so Chen gestured to make a phone call. However, the call to inquire about the pickup code went unanswered, and the customer’s family member also tried calling, but received no response. The husband suggested Chen leave his phone number for them to call back once they knew the code. Chen could only anxiously decline this option with a wave of his hand, feeling stuck as time ticked away. He continued to show the customer’s contact number on the phone screen and dial it, but the customer thought it was Chen’s own number and started jotting it down.<\/p>\n Both parties were in a state of confusion and anxiety. Every morning at 10 a.m., he would wait for orders at Jinjiadun, one of the busiest areas for food delivery in Fuyang District, Hangzhou. The location also housed battery exchange stations for delivery electric bikes. Apart from him, a considerable number of delivery drivers would choose this spot to kick off their day’s work. By noon, they would gather here to recharge batteries, take a break, chat, and grab a meal.<\/p>\n On this particular day, it was raining. Having checked the weather forecast the night before, he had already prepared his electric bike with a rain cover. For food delivery drivers, rainy days mean more complicated traffic conditions, and for the hearing or speech-impaired, it could be even more dangerous.<\/p>\n As a crowd-sourced driver, Chen could go online to take orders at any time, enjoying greater freedom in scheduling. At 10 a.m., Chen, as usual, arrived at Jinjiadun. His friend, another speech-impaired rider, was also there. They helped each other put on helmets, prepared their gear, and exchanged a few signs in sign language about daily life. Chen kept an eye on his phone, constantly switching between the WeChat and Meituan order pages.<\/p>\n As they set off, the rain gradually intensified, beating down on the rain cover and blurring Chen’s vision. However, he could hear loud noises like raindrops hitting the cover or honking behind him, but small sounds went unnoticed. For Chen, everything was in semi-silence.<\/p>\n People usually rely on sound to assess danger, but for the hearing impaired, visual cues are paramount.<\/p>\n His speed slowed down, and the rearview mirror became his only warning tool. With one hand on the handlebars and the other scrolling through his phone interface, he kept a close watch on order statuses and time. This was undoubtedly risky behavior, but for deaf drivers who can’t hear the system’s voice announcements of “New order received” or “Your order has been canceled,” constant checking of their phone was a necessity.<\/p>\n Meituan has yet to display a label on the delivery page indicating “Being delivered by a hearing or speech-impaired driver.” Customer unawareness translates to unknowns for\u00a0deaf drivers. For Chen, the challenges had only just begun.<\/p>\n Inside a residential building, Chen pointed to the “Enter pickup code” page on his phone screen. He could only make some sounds to remind the customer:”What’s the pickup code?” Sometimes, customers need to input pickup codes for delivery, and in this case, it wasn’t the customer herself who received the delivery, but her husband.<\/p>\n Unfortunately, he didn’t know the pickup code either, so Chen gestured to make a phone call. However, the call to inquire about the pickup code went unanswered, and the customer’s family member also tried calling, but received no response. The husband suggested Chen leave his phone number for them to call back once they knew the code. Chen could only anxiously decline this option with a wave of his hand, feeling stuck as time ticked away. He continued to show the customer’s contact number on the phone screen and dial it, but the customer thought it was Chen’s own number and started jotting it down.<\/p>\n Both parties were in a state of confusion and anxiety. Inside a large office building, he held items to be delivered, looked around, but didn’t see the person waiting to pick up the delivery. He waited anxiously. Despite sending two pickup messages through the platform, they went unnoticed, and there was no place to leave the items in this building.<\/p>\n He could only call the customer, but Chen’s phone didn’t have AI voice calls, so he had to rely on passersby in such situations. They had their own set of rules for judging who to ask for help when facing difficulties and were less likely to be rejected. Chen gestured to stop a young man with a work badge who passed by, showed him the phone screen displaying the phone number, pointed to it, and without many gestures, the passerby quickly understood his meaning and helped dial the number. “The delivery is at the entrance elevator here. The delivery man is speech-impaired,” \u00a0the man said on the phone.<\/span> Inside a large office building, he held items to be delivered, looked around, but didn’t see the person waiting to pick up the delivery. He waited anxiously. Despite sending two pickup messages through the platform, they went unnoticed, and there was no place to leave the items in this building.<\/p>\n He could only call the customer, but Chen’s phone didn’t have AI voice calls, so he had to rely on passersby in such situations. They had their own set of rules for judging who to ask for help when facing difficulties and were less likely to be rejected. Chen gestured to stop a young man with a work badge who passed by, showed him the phone screen displaying the phone number, pointed to it, and without many gestures, the passerby quickly understood his meaning and helped dial the number. “The delivery is at the entrance elevator here. The delivery man is speech-impaired,” \u00a0the man said on the phone.<\/span> By noon, Chen had finished his day’s deliveries. The rain was heavy, and he felt it was too dangerous to continue.<\/p>\n His parents had just arrived from their hometown in Hangzhou to visit him. He planned to take the next few days off to spend time with them and enjoy themselves. His WeChat status read, “Loving our family is happiness and joy.” By noon, Chen had finished his day’s deliveries. The rain was heavy, and he felt it was too dangerous to continue.<\/p>\n His parents had just arrived from their hometown in Hangzhou to visit him. He planned to take the next few days off to spend time with them and enjoy themselves. His WeChat status read, “Loving our family is happiness and joy.” For those riders who haven’t been labeled in the system as hearing or speech-impaired, they might face a dual challenge of speechlessness. For those riders who haven’t been labeled in the system as hearing or speech-impaired, they might face a dual challenge of speechlessness. With more order volumes, Meituan has attracted many speech-impaired riders. Meituan also introduced the Electronic Communication Card and smart call-out features in 2022.<\/p>\n However, Meituan doesn’t have a feature like Ele.me where riders with hearing or speech impairments are identified on the delivery map interface. This also means that customers cannot know in advance if the delivery person has hearing or speech impairments.<\/p>\n Ele.me’s management of its riders is more meticulous. Whether it’s crowd-sourced or specialized delivery, Ele.me has designated personnel responsible for all types of riders. However, this is not the case with Meituan. In the process of implementing the “Rider QR Code” in communities in Fuyang District, Hangzhou, it was difficult to find a person responsible for Meituan’s crowd-sourced riders. With more order volumes, Meituan has attracted many speech-impaired riders. Meituan also introduced the Electronic Communication Card and smart call-out features in 2022.<\/p>\n However, Meituan doesn’t have a feature like Ele.me where riders with hearing or speech impairments are identified on the delivery map interface. This also means that customers cannot know in advance if the delivery person has hearing or speech impairments.<\/p>\n Ele.me’s management of its riders is more meticulous. Whether it’s crowd-sourced or specialized delivery, Ele.me has designated personnel responsible for all types of riders. However, this is not the case with Meituan. In the process of implementing the “Rider QR Code” in communities in Fuyang District, Hangzhou, it was difficult to find a person responsible for Meituan’s crowd-sourced riders. On social media platforms, there have been widespread calls for Meituan to quickly label hearing and speech-impaired riders. Customers often complain about such situations. One user posted that her delivery address was remote, and the Meituan delivery rider was speech-impaired. Both sides struggled to communicate and find each other, resulting in an hour-long ordeal to receive the delivery. The customer stated that if Meituan had labeled the rider in advance, she would have gone out earlier to wait for the delivery rider. On social media platforms, there have been widespread calls for Meituan to quickly label hearing and speech-impaired riders. Customers often complain about such situations. One user posted that her delivery address was remote, and the Meituan delivery rider was speech-impaired. Both sides struggled to communicate and find each other, resulting in an hour-long ordeal to receive the delivery. The customer stated that if Meituan had labeled the rider in advance, she would have gone out earlier to wait for the delivery rider. The early challenges encountered by deaf riders in delivering orders were significant. They were unable to enter communities, the customer’s location was inaccurate, navigation couldn’t find the merchant, or when they drove slowly due to rain or snow, they couldn’t communicate with customers or merchants to navigate the situation without making phone calls, leading to frustration.<\/p>\n However, compared to a few years ago when food delivery platforms relied solely on typed communication, the current designs are undoubtedly more user-friendly. The early challenges encountered by deaf riders in delivering orders were significant. They were unable to enter communities, the customer’s location was inaccurate, navigation couldn’t find the merchant, or when they drove slowly due to rain or snow, they couldn’t communicate with customers or merchants to navigate the situation without making phone calls, leading to frustration.<\/p>\n However, compared to a few years ago when food delivery platforms relied solely on typed communication, the current designs are undoubtedly more user-friendly.
\n[\/et_pb_text][et_pb_text disabled_on=”off|off|on” admin_label=”mobile1″ _builder_version=”4.25.0″ _module_preset=”default” text_font=”Times New Roman||||||||” text_text_color=”#000000″ text_font_size=”20px” custom_padding=”||||false|false” global_colors_info=”{}”]L<\/span>i Pingfeng, a deaf delivery driver for the Ele.me platform in Hangzhou, is in his seventh year in the delivery industry.<\/p>\n
\n[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/jmsc6110a.com\/capstone2024\/wp-content\/uploads\/2024\/05\/da92a599ff95100dba5b877000a7376-scaled.jpg” title_text=”da92a599ff95100dba5b877000a7376″ _builder_version=”4.25.0″ _module_preset=”default” custom_padding=”0px||||false|false” global_colors_info=”{}”][\/et_pb_image][et_pb_text _builder_version=”4.25.0″ _module_preset=”default” text_font_size=”15px” transform_translate=”0px|-14px” global_colors_info=”{}”]Li Pingfeng raised his thumb towards the camera before setting off. Photo by Sun Yuheng & Tang Shanshan<\/em><\/span>
\n[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text disabled_on=”on|on|off” admin_label=”Text” _builder_version=”4.25.0″ _module_preset=”default” text_font=”Times New Roman||||||||” text_text_color=”#000000″ text_font_size=”20px” custom_padding=”|150px||150px|false|false” global_colors_info=”{}”]With four orders in hand and only 30 minutes left before the deadline, Li strives to make every second count. While climbing stairs, he always opens the chat interface with the customer in advance.<\/p>\n
\n[\/et_pb_text][et_pb_text disabled_on=”off|off|on” admin_label=”Text*” _builder_version=”4.25.0″ _module_preset=”default” text_font=”Times New Roman||||||||” text_text_color=”#000000″ text_font_size=”20px” global_colors_info=”{}”]With four orders in hand and only 30 minutes left before the deadline, Li strives to make every second count. While climbing stairs, he always opens the chat interface with the customer in advance.<\/p>\n
\n[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ fullwidth=”on” disabled_on=”off|off|off” admin_label=”part 2″ _builder_version=”4.25.0″ _module_preset=”default” da_disable_devices=”off|off|off” collapsed=”off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_fullwidth_header title=”Part 2″ subhead=”A challenging day” text_orientation=”center” header_fullscreen=”on” background_overlay_color=”rgba(0,0,0,0.4)” disabled_on=”off|off|off” _builder_version=”4.25.0″ _module_preset=”default” title_font=”Alegreya SC|700||on|||||” title_font_size=”40px” title_letter_spacing=”9px” title_line_height=”1.3em” subhead_font=”Alegreya SC||||||||” subhead_font_size=”60px” subhead_letter_spacing=”5px” subhead_line_height=”1.5em” background_enable_color=”off” background_image=”https:\/\/jmsc6110a.com\/capstone2024\/wp-content\/uploads\/2024\/05\/p2.jpg” parallax=”on” background_enable_video_mp4=”off” custom_padding=”0px||||false|false” global_colors_info=”{}”][\/et_pb_fullwidth_header][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”article 2″ _builder_version=”4.25.0″ _module_preset=”default” background_image=”https:\/\/jmsc6110a.com\/capstone2024\/wp-content\/uploads\/2024\/05\/4e3b015a3bef9a87b2f1e87c18d40e1.jpg” da_disable_devices=”off|off|off” collapsed=”off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text disabled_on=”on|on|off” admin_label=”Text1″ _builder_version=”4.25.0″ _module_preset=”default” text_font=”Times New Roman||||||||” text_text_color=”#000000″ text_font_size=”20px” custom_padding=”|150px||150px|false|false” global_colors_info=”{}”]I<\/span>n contrast, Chen Shihong, a crowd-sourced delivery driver from Meituan who is also deaf, didn’t have a smooth delivery experience.<\/p>\n
\n[\/et_pb_text][et_pb_text disabled_on=”off|off|on” admin_label=”Text1-” _builder_version=”4.25.0″ _module_preset=”default” text_font=”Times New Roman||||||||” text_text_color=”#000000″ text_font_size=”20px” custom_padding=”||||false|false” locked=”off” global_colors_info=”{}”]I<\/span>n contrast, Chen Shihong, a crowd-sourced delivery driver from Meituan who is also deaf, didn’t have a smooth delivery experience.<\/p>\n
\n[\/et_pb_text][et_pb_video src=”https:\/\/youtu.be\/-PMzHueYytw” disabled_on=”on|on|off” _builder_version=”4.25.0″ _module_preset=”default” custom_padding=”|150px||150px|false|false” global_colors_info=”{}”][\/et_pb_video][et_pb_video src=”https:\/\/youtu.be\/-PMzHueYytw” disabled_on=”off|off|on” admin_label=”Video-” _builder_version=”4.25.0″ _module_preset=”default” custom_padding=”||||false|false” locked=”off” global_colors_info=”{}”][\/et_pb_video][et_pb_text disabled_on=”on|on|off” admin_label=”Text2″ _builder_version=”4.25.0″ _module_preset=”default” text_font=”Times New Roman||||||||” text_text_color=”#000000″ text_font_size=”20px” custom_padding=”|150px||150px|false|false” global_colors_info=”{}”]The stalemate persisted until the other party finally returned the call, but this single delivery had taken 10 minutes, greatly reducing the time for the next one.The rain grew heavier, prompting Chen to put his phone in a waterproof bag.<\/p>\n
\n[\/et_pb_text][et_pb_text disabled_on=”off|off|on” admin_label=”Text2-” _builder_version=”4.25.0″ _module_preset=”default” text_font=”Times New Roman||||||||” text_text_color=”#000000″ text_font_size=”20px” custom_padding=”||||false|false” locked=”off” global_colors_info=”{}”]The stalemate persisted until the other party finally returned the call, but this single delivery had taken 10 minutes, greatly reducing the time for the next one.The rain grew heavier, prompting Chen to put his phone in a waterproof bag.<\/p>\n
\n[\/et_pb_text][et_pb_video src=”https:\/\/youtu.be\/lspt5laZdqw” disabled_on=”on|on|off” _builder_version=”4.25.0″ _module_preset=”default” custom_padding=”|150px||150px|false|false” global_colors_info=”{}”][\/et_pb_video][et_pb_video src=”https:\/\/youtu.be\/lspt5laZdqw” disabled_on=”off|off|on” admin_label=”Video-” _builder_version=”4.25.0″ _module_preset=”default” custom_padding=”||||false|false” locked=”off” global_colors_info=”{}”][\/et_pb_video][et_pb_text disabled_on=”on|on|off” admin_label=”Text3″ _builder_version=”4.25.0″ _module_preset=”default” text_font=”Times New Roman||||||||” text_text_color=”#000000″ text_font_size=”20px” custom_padding=”|150px||150px|false|false” global_colors_info=”{}”]Waiting always took up more time, and CheN hurriedly continued on his way. In the bustling elevator, he often encountered fellow riders. The uniform they wore made them easily recognizable in the crowd. Amidst the rush, whether in the elevator, at restaurants, or waiting side by side at red lights, there were opportunities for delivery riders to strike up conversations with strangers. For deaf drivers, facing such interactions, being unable to hear, and unable to communicate, often led to confusion on both sides and some awkward moments.<\/p>\n
\n[\/et_pb_text][et_pb_text disabled_on=”off|off|on” admin_label=”Text3-” _builder_version=”4.25.0″ _module_preset=”default” text_font=”Times New Roman||||||||” text_text_color=”#000000″ text_font_size=”20px” custom_padding=”||||false|false” locked=”off” global_colors_info=”{}”]Waiting always took up more time, and Chen hurriedly continued on his way. In the bustling elevator, he often encountered fellow riders. The uniform they wore made them easily recognizable in the crowd. Amidst the rush, whether in the elevator, at restaurants, or waiting side by side at red lights, there were opportunities for delivery riders to strike up conversations with strangers. For deaf drivers, facing such interactions, being unable to hear, and unable to communicate, often led to confusion on both sides and some awkward moments.<\/p>\n
\n[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ fullwidth=”on” admin_label=”part 3″ _builder_version=”4.25.0″ _module_preset=”default” da_disable_devices=”off|off|off” collapsed=”off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_fullwidth_header title=”Part 3″ subhead=”Two Different Systems” text_orientation=”center” header_fullscreen=”on” background_overlay_color=”RGBA(0,0,0,0.4)” _builder_version=”4.25.0″ _module_preset=”default” title_font=”Alegreya SC|700||on|||||” title_font_size=”40px” title_letter_spacing=”9px” title_line_height=”1.3em” subhead_font=”Alegreya SC||||||||” subhead_font_size=”60px” subhead_letter_spacing=”5px” subhead_line_height=”1.5em” background_enable_color=”off” background_image=”https:\/\/jmsc6110a.com\/capstone2024\/wp-content\/uploads\/2024\/05\/3.jpg” parallax=”on” background_enable_video_mp4=”off” custom_padding=”0px||||false|false” global_colors_info=”{}”][\/et_pb_fullwidth_header][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”article 3″ _builder_version=”4.25.0″ _module_preset=”default” background_image=”https:\/\/jmsc6110a.com\/capstone2024\/wp-content\/uploads\/2024\/05\/4e3b015a3bef9a87b2f1e87c18d40e1-scaled.jpg” da_disable_devices=”off|off|off” collapsed=”off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.25.0″ _module_preset=”default” collapsed=”off” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text disabled_on=”on|on|off” _builder_version=”4.25.0″ _module_preset=”default” text_font=”Times New Roman||||||||” text_text_color=”#000000″ text_font_size=”20px” custom_padding=”|150px||150px|false|false” global_colors_info=”{}”]I<\/span>n the Chinese food delivery landscape, both Ele.me and Meituan have faced criticism for their algorithmic systems, and have been accused of trapping delivery drivers within the confines of their platforms. Qiu Lianke, the secretary of the Delivery Rider Union and a rider for Ele.me, remarked: “The actual distance for all orders on platforms is often greater than what’s displayed. So, riders have to speed up to cover this additional distance themselves.”<\/p>\n
\n[\/et_pb_text][et_pb_text disabled_on=”off|off|on” admin_label=”Text-” _builder_version=”4.25.0″ _module_preset=”default” text_font=”Times New Roman||||||||” text_text_color=”#000000″ text_font_size=”20px” custom_padding=”||||false|false” locked=”off” global_colors_info=”{}”]I<\/span>n the Chinese food delivery landscape, both Ele.me and Meituan have faced criticism for their algorithmic systems, and have been accused of trapping delivery drivers within the confines of their platforms. Qiu Lianke, the secretary of the Delivery Rider Union and a rider for Ele.me, remarked: “The actual distance for all orders on platforms is often greater than what’s displayed. So, riders have to speed up to cover this additional distance themselves.”<\/p>\n
\n[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.25.0″ _module_preset=”default” custom_margin=”-50px||||false|false” custom_padding=”||||false|false” collapsed=”off” global_colors_info=”{}” position_origin_f__hover_enabled=”off|desktop” positioning__hover_enabled=”off|desktop” position_origin_a__hover_enabled=”off|desktop” position_origin_r__hover_enabled=”off|desktop”][et_pb_column type=”1_2″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text disabled_on=”on|on|off” _builder_version=”4.25.0″ _module_preset=”default” text_font=”Times New Roman||||||||” text_text_color=”#000000″ text_font_size=”20px” custom_padding=”|||150px|false|false” global_colors_info=”{}”]Communication difficulties pose the most significant challenge. Ele.me has acknowledged this issue and integrated an “Electronic Communication Card” into its rider app. In common scenarios like asking for directions or picking up orders, riders can display this electronic card. Apart from this card, there’s also a smart call-out feature. Within this interface, riders can copy and edit message templates to send to customers during deliveries. For instance, “Due to hearing\/speech impairments, I can’t communicate verbally. Your order has arrived. Please check it.” While voice calls are an option, the smart call-out feature relies on rider text input, which might be slower for deaf riders.
\n[\/et_pb_text][et_pb_text disabled_on=”off|off|on” admin_label=”Text-” _builder_version=”4.25.0″ _module_preset=”default” text_font=”Times New Roman||||||||” text_text_color=”#000000″ text_font_size=”20px” locked=”off” global_colors_info=”{}”]Communication difficulties pose the most significant challenge. Ele.me has acknowledged this issue and integrated an “Electronic Communication Card” into its rider app. In common scenarios like asking for directions or picking up orders, riders can display this electronic card. Apart from this card, there’s also a smart call-out feature. Within this interface, riders can copy and edit message templates to send to customers during deliveries. For instance, “Due to hearing\/speech impairments, I can’t communicate verbally. Your order has arrived. Please check it.” While voice calls are an option, the smart call-out feature relies on rider text input, which might be slower for deaf riders.
\n[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/jmsc6110a.com\/capstone2024\/wp-content\/uploads\/2024\/05\/37f418fb7146d38306f7d4760422920.jpg” title_text=”37f418fb7146d38306f7d4760422920″ disabled_on=”on|on|off” _builder_version=”4.25.0″ _module_preset=”default” custom_padding=”|150px|||false|false” global_colors_info=”{}”][\/et_pb_image][et_pb_image src=”https:\/\/jmsc6110a.com\/capstone2024\/wp-content\/uploads\/2024\/05\/37f418fb7146d38306f7d4760422920.jpg” title_text=”37f418fb7146d38306f7d4760422920″ disabled_on=”off|off|on” admin_label=”Image-” _builder_version=”4.25.0″ _module_preset=”default” custom_padding=”||||false|false” locked=”off” global_colors_info=”{}”][\/et_pb_image][et_pb_text disabled_on=”on|on|off” _builder_version=”4.25.0″ _module_preset=”default” text_font_size=”15px” transform_translate=”3px|-11px” custom_padding=”|150px|||false|false” global_colors_info=”{}”]The electronic communication card interface of Ele.me. Hearing-impaired riders can show the page to\u00a0 the merchants.
\n[\/et_pb_text][et_pb_text disabled_on=”off|off|on” admin_label=”Text-” _builder_version=”4.25.0″ _module_preset=”default” text_font_size=”15px” transform_translate=”3px|-11px” custom_padding=”||||false|false” locked=”off” global_colors_info=”{}”]The electronic communication card interface of Ele.me. Hearing-impaired riders can show the page to\u00a0 the merchants.
\n[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.25.0″ _module_preset=”default” custom_margin=”-50px||||false|false” collapsed=”off” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text disabled_on=”on|on|off” _builder_version=”4.25.0″ _module_preset=”default” text_font=”Times New Roman||||||||” text_text_color=”#000000″ text_font_size=”20px” custom_padding=”|150px||150px|false|false” global_colors_info=”{}”]Moreover, on the customer’s order page, Ele.me prominently displays “This delivery is being handled by a hearing or speech-impaired rider.” This preemptive label serves to alert both merchants and customers, setting reasonable expectations in advance, thus preemptively alleviating many potential troubles for deaf drivers and fostering more understanding and acceptance. For example, customers are less likely to call them, opting instead for text communication from the outset, thereby avoiding many unnecessary misunderstandings.
\n[\/et_pb_text][et_pb_text disabled_on=”off|off|on” admin_label=”Text-*” _builder_version=”4.25.0″ _module_preset=”default” text_font=”Times New Roman||||||||” text_text_color=”#000000″ text_font_size=”20px” custom_padding=”||||false|false” locked=”off” global_colors_info=”{}”]Moreover, on the customer’s order page, Ele.me prominently displays “This delivery is being handled by a hearing or speech-impaired rider.” This preemptive label serves to alert both merchants and customers, setting reasonable expectations in advance, thus preemptively alleviating many potential troubles for deaf drivers and fostering more understanding and acceptance. For example, customers are less likely to call them, opting instead for text communication from the outset, thereby avoiding many unnecessary misunderstandings.
\n[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.25.0″ _module_preset=”default” custom_margin=”-30px||||false|false” collapsed=”off” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/jmsc6110a.com\/capstone2024\/wp-content\/uploads\/2024\/05\/e42ab523f8539b6af2be61a10f2c0fa.jpg” title_text=”e42ab523f8539b6af2be61a10f2c0fa” disabled_on=”on|on|off” _builder_version=”4.25.0″ _module_preset=”default” custom_padding=”|||150px|false|false” global_colors_info=”{}”][\/et_pb_image][et_pb_image src=”https:\/\/jmsc6110a.com\/capstone2024\/wp-content\/uploads\/2024\/05\/e42ab523f8539b6af2be61a10f2c0fa.jpg” title_text=”e42ab523f8539b6af2be61a10f2c0fa” disabled_on=”off|off|on” admin_label=”Image-” _builder_version=”4.25.0″ _module_preset=”default” custom_padding=”||||false|false” locked=”off” global_colors_info=”{}”][\/et_pb_image][et_pb_text disabled_on=”on|on|off” _builder_version=”4.25.0″ _module_preset=”default” text_font_size=”15px” custom_padding=”|||150px|false|false” global_colors_info=”{}”]Intelligent SMS and AI call function. Riders can directly click to send messages to customers.
\n[\/et_pb_text][et_pb_text disabled_on=”off|off|on” admin_label=”Text-” _builder_version=”4.25.0″ _module_preset=”default” text_font_size=”15px” custom_padding=”||||false|false” locked=”off” global_colors_info=”{}”]Intelligent SMS and AI call function. Riders can directly click to send messages to customers.
\n[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/jmsc6110a.com\/capstone2024\/wp-content\/uploads\/2024\/05\/fd791f13db42f8fcc756a2f049cb1b8.jpg” title_text=”fd791f13db42f8fcc756a2f049cb1b8″ disabled_on=”on|on|off” _builder_version=”4.25.0″ _module_preset=”default” min_height=”387.6px” custom_padding=”|150px|||false|false” global_colors_info=”{}”][\/et_pb_image][et_pb_image src=”https:\/\/jmsc6110a.com\/capstone2024\/wp-content\/uploads\/2024\/05\/fd791f13db42f8fcc756a2f049cb1b8.jpg” title_text=”fd791f13db42f8fcc756a2f049cb1b8″ disabled_on=”off|off|on” admin_label=”Image-” _builder_version=”4.25.0″ _module_preset=”default” min_height=”387.6px” custom_padding=”||||false|false” locked=”off” global_colors_info=”{}”][\/et_pb_image][et_pb_text disabled_on=”on|on|off” _builder_version=”4.25.0″ _module_preset=”default” text_font_size=”15px” transform_translate=”4px|-14px” custom_padding=”|150px|||false|false” global_colors_info=”{}”]On the delivery map page viewed by customers, it will display\u00a0 “I am a rider with communication barriers, please be understanding”.
\n[\/et_pb_text][et_pb_text disabled_on=”off|off|on” admin_label=”Text-” _builder_version=”4.25.0″ _module_preset=”default” text_font_size=”15px” transform_translate=”4px|-14px” custom_padding=”||||false|false” locked=”off” global_colors_info=”{}”]On the delivery map page viewed by customers, it will display\u00a0 “I am a rider with communication barriers, please be understanding”.
\n[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.25.0″ _module_preset=”default” custom_margin=”-50px||||false|false” collapsed=”off” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text disabled_on=”on|on|off” admin_label=”Text1″ _builder_version=”4.25.0″ _module_preset=”default” text_font=”Times New Roman||||||||” text_text_color=”#000000″ text_font_size=”20px” custom_padding=”|150px||150px|false|false” global_colors_info=”{}”]Ele.me and Meituan dominate 90% of China’s food delivery market share, but they differ in market penetration rates. Meituan’s market share has consistently exceeded Ele.me’s, sometimes by more than double. Ele.me’s user base is concentrated in first- and second-tier cities, with new users predominantly from second-tier cities. Meituan, through its early business layout, has gained substantial market share in lower-tier cities. Merchant resources in third- and fourth-tier cities far exceed those of Ele.me, with higher market penetration in lower-tier cities.<\/p>\n
\n[\/et_pb_text][et_pb_text disabled_on=”off|off|on” admin_label=”Text1-” _builder_version=”4.25.0″ _module_preset=”default” text_font=”Times New Roman||||||||” text_text_color=”#000000″ text_font_size=”20px” custom_padding=”||||false|false” locked=”off” global_colors_info=”{}”]Ele.me and Meituan dominate 90% of China’s food delivery market share, but they differ in market penetration rates. Meituan’s market share has consistently exceeded Ele.me’s, sometimes by more than double. Ele.me’s user base is concentrated in first- and second-tier cities, with new users predominantly from second-tier cities. Meituan, through its early business layout, has gained substantial market share in lower-tier cities. Merchant resources in third- and fourth-tier cities far exceed those of Ele.me, with higher market penetration in lower-tier cities.<\/p>\n
\n[\/et_pb_text][et_pb_video src=”https:\/\/youtu.be\/iujQV8LnMlc” disabled_on=”on|on|off” admin_label=”Video” _builder_version=”4.25.0″ _module_preset=”default” custom_padding=”|150px||150px|false|false” global_colors_info=”{}”][\/et_pb_video][et_pb_video src=”https:\/\/youtu.be\/iujQV8LnMlc” disabled_on=”off|off|on” admin_label=”Video-” _builder_version=”4.25.0″ _module_preset=”default” custom_padding=”||||false|false” locked=”off” global_colors_info=”{}”][\/et_pb_video][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”2_3,1_3″ _builder_version=”4.25.0″ _module_preset=”default” transform_translate=”0px|50px” transform_translate_linked=”off” custom_margin=”-50px||||false|false” collapsed=”off” global_colors_info=”{}”][et_pb_column type=”2_3″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text disabled_on=”on|on|off” _builder_version=”4.25.0″ _module_preset=”default” text_font=”Times New Roman||||||||” text_text_color=”#000000″ text_font_size=”20px” custom_margin=”|5px|||false|false” custom_padding=”|||150px|false|false” global_colors_info=”{}”]In the WeChat group for hearing and speech-impaired riders in Fuyang, two Meituan delivery riders have also said:”Relying solely on AI calls is not feasible.” “We hope Meituan can improve like Ele.me.”<\/p>\n
\n[\/et_pb_text][et_pb_text disabled_on=”off|off|on” admin_label=”Text-” _builder_version=”4.25.0″ _module_preset=”default” text_font=”Times New Roman||||||||” text_text_color=”#000000″ text_font_size=”20px” locked=”off” global_colors_info=”{}”]In the WeChat group for hearing and speech-impaired riders in Fuyang, two Meituan delivery riders have also said:”Relying solely on AI calls is not feasible.” “We hope Meituan can improve like Ele.me.”<\/p>\n
\n[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/jmsc6110a.com\/capstone2024\/wp-content\/uploads\/2024\/05\/cda08febe6edd515543f78a444fd708-1.jpg” title_text=”cda08febe6edd515543f78a444fd708″ _builder_version=”4.25.0″ _module_preset=”default” transform_scale=”80%|80%” transform_translate=”0px|-56px” global_colors_info=”{}”][\/et_pb_image][et_pb_text _builder_version=”4.25.0″ _module_preset=”default” text_font_size=”13px” transform_translate=”31px|-108px” global_colors_info=”{}”]At the Ele.me site in Fuyang, riders are in a meeting. Photo by Sun Yuheng & Tang Shanshan<\/em>
\n[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.25.0″ _module_preset=”default” custom_margin=”-200px||||false|false” collapsed=”off” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text disabled_on=”on|on|off” _builder_version=”4.25.0″ _module_preset=”default” text_font=”Times New Roman||||||||” text_text_color=”#000000″ text_font_size=”20px” custom_padding=”0px|150px||150px|false|false” global_colors_info=”{}”]Sometimes, customers receive calls but are unable to connect or receive a silent response, leading to frustrations and negative reviews. Yet, they fail to realize that the rider might have sent a text message before.<\/p>\n
\n[\/et_pb_text][et_pb_text disabled_on=”off|off|on” admin_label=”Text-” _builder_version=”4.25.0″ _module_preset=”default” text_font=”Times New Roman||||||||” text_text_color=”#000000″ text_font_size=”20px” custom_padding=”|0px||0px|false|false” locked=”off” global_colors_info=”{}”]Sometimes, customers receive calls but are unable to connect or receive a silent response, leading to frustrations and negative reviews. Yet, they fail to realize that the rider might have sent a text message before.<\/p>\n
\n[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.25.0″ _module_preset=”default” custom_margin=”-50px||||false|false” scroll_fade_enable=”on” scroll_fade=”0|50|50|100|50%|100|100″ scroll_scaling_enable=”on” scroll_scaling=”0|41|41|100|70|100|100″ global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.25.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text disabled_on=”on|on|off” _builder_version=”4.25.0″ _module_preset=”default” text_font=”Abril Fatface||||||||” text_text_color=”#000000″ text_font_size=”27px” text_orientation=”center” global_colors_info=”{}”]A game to experience one day of deaf delivery drivers in different systems
\n[\/et_pb_text][et_pb_text _builder_version=”4.25.0″ _module_preset=”default” text_font=”Abril Fatface||||||||” text_text_color=”#000000″ text_font_size=”42px” text_orientation=”center” custom_margin=”-20px||||false|false” global_colors_info=”{}”]Try it!
\n[\/et_pb_text][et_pb_text disabled_on=”off|off|on” admin_label=”Text*” _builder_version=”4.25.0″ _module_preset=”default” text_font=”Times New Roman||||||||” text_text_color=”#000000″ text_font_size=”20px” global_colors_info=”{}”]Here is a game to experience one day of deaf delivery drivers in different system. Try it!
\n[\/et_pb_text][et_pb_code disabled_on=”on|on|off” _builder_version=”4.25.0″ _module_preset=”default” custom_padding=”|150px||150px|false|false” global_colors_info=”{}”]<\/p>\n