Building a rider idle-time desk that survives a stand-up
City-level idle percentage is how you lose an argument with people who actually ride. A 12% idle city can hide a block where people wait twenty minutes behind a hotel and another where they never stop moving.
The Rider SLA & Fatigue track starts with a board that has three columns: idle minutes by block, consecutive long trips, and a heat-exposure proxy. The third is rough. We use time-of-day and open-sky route share, not medical instrumentation. We say that out loud so nobody treats it as a clinical score.
Layout matters. Put the worst block at the top, not a choropleth that looks like marketing. Show the handover pin. Show whether idle is “waiting for a ticket” or “waiting at a restaurant that has not bagged.” Those are different failures. The first may need demand. The second needs kitchen clocks — which is why this desk should sit next to Ticket Anatomy, not in a rider silo.
Phuket hotel loops are in our teaching notes because they look efficient on average trip time and terrible on consecutive long hauls. Fatigue is a capacity constraint. If you ignore it, your SLA is a wish.
Ship the board with a kill criterion: if moving the pin does not cut block idle within two Friday nights, revert and write what you learned. Heatmap Studio hours in the flagship are where that experiment gets a map instead of a speech.
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