Yes, I’m sure it wouldn’t be as simple in practice as just saying we are now going to start asking customers if they want a handover briefing, and then expecting for those wishes to be met reliably with the existing processes in place.
But…if I can buy something online and write in a box that I want the delivery to be left behind the bin or wherever then it ought to be fairly straightforward to implement a system where the wishes of the customer are conveyed reliably to the deliver providers, and then on to the individual drivers.
I think if I were designing it, I would ensure each and every Onto car has a nicely produced ‘Quick Start Guide’ written by Onto (perhaps with input from members) customised for the particular model of car. This would live in and stay with the car (like the owner’s manuals). This would explain the basics, and any particular nuances of that car, and the app’s operation with that car.
Then, in addition to that, I would ask each customer when they make a delivery booking for a new car if they will also require the delivery driver to conduct a 5-10 min briefing for them, or not. They will be advised that each car comes with a customised Quick Start Guide, in addition to the standard owner’s manual.
If they still opt for a briefing it would explain the basics of charging, operating the app with that car, and of starting, stopping and driving the car. (The Quick Start Guide would cover much of the same stuff, but some people are still going to want to be briefed by someone else).
If they don’t opt for the briefing, the car will just be delivered and the driver will only go over the very basics of demonstrating that all the bits and pieces are there (locking wheel nut key etc). That customer then won’t be subjected to a briefing that they don’t want or need.
If Onto and the delivery providers know in advance which and how many customer need or want a briefing, then they can ensure the additional time required for serving those customers is allowed for. They can also ensure that drivers suitably trained in providing the briefing are assigned to those deliveries.