Dear Ziba team, 

I'm Pallavi, a service designer who pays attention to the small moments where a service either holds someone up or lets them down. You asked about favorite services, so here are three that have stayed with me. 

Greyhound. A friend of mine had been up until 3 a.m. handling a family emergency back in India and slept through her alarm for a 7 a.m. bus. When I called, it was ten minutes to departure and well past the window to change her ticket. I was ready to hear the policy read back to us. Instead, the agent listened and rebooked her at no cost as a one-time exception, all within a few minutes. 

No supervisor, no back and forth. He had room to be human, and he used it. That kind of room shouldn't depend on luck. It can be designed. 

UPI soundboxes. In India, small shops keep a little speaker that announces each digital payment out loud the moment it arrives. The shopkeeper, juggling a line of customers, never has to stop and check a phone, and the customer hears the same confirmation. One small box settles trust on both sides of the counter. Having worked on India's financial data-sharing infrastructure, I love how much one simple detail carries. 

A recruiter's email. After five interview rounds, the day I'd been told to expect a decision came and went in silence. Before the week was out, the recruiter wrote to say they knew waiting was hard, that I was still in the running, and that I'd hear about next steps within a week. That one message took the anxiety out of the wait. I didn't get the offer in the end, and I still think highly of that company. Every service has a waiting room, and how it feels to sit there matters as much as the outcome. 

What ties these together, for me, is that each one got it right for the people on both sides: the agent, the shopkeeper, the recruiter, and the person waiting on them. That's the kind of work I'd love to do at Ziba. 

Warm Regards,

Pallavi Borkar