You're a PM for a ride-sharing app. How would you enhance customer experience and reduce ride cancellations?

Focus on identifying key pain points that customers face during the ride-sharing experience, such as wait times, driver communication, and payment issues. Consider both pre-ride and post-ride factors that contribute to cancellations, like app usability and customer support responsiveness. Propose specific features or improvements, such as real-time updates, loyalty programs, or enhanced driver ratings, and explain how these would directly address user concerns. Finally, think about how you would measure the success of your initiatives, including metrics like cancellation rates, user satisfaction scores, and retention rates.