Zed ride-hailing platform: How is it redefining mobility in UAE

Gulf Business

4 days ago

Image credit: Supplied
In a city defined by ambition, scale, and relentless innovation, Dubai's urban mobility landscape is undergoing a quiet revolution—one that's rooted not in disruption for disruption's sake, but in deep, human-centered design. At the heart of this shift is
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While global mobility giants dominate much of the international narrative, Zed is building something different: a transportation experience that feels unmistakably Dubai—efficient, personalised, empathetic, and future-ready.
'We're not just moving people,' says Badr Al Ghurair, CEO of Al Ghurair Mobility. 'We're helping move Dubai toward a more sustainable and inclusive future.'
Rethinking mobility: Platform built around the rider
Zed's innovation lies not just in what it offers, but in how it thinks. Designed as a next-generation ride-hailing platform, Zed combines a wide variety of transport options—licensed taxis, premium limousines, multi-stop journeys—with a layer of personalization previously missing in urban commuting. Every ride can be tailored to the rider's preferences: cabin temperature, preferred music, interaction level with the driver, and even scheduling recurring rides through its flagship feature, Rhythm.
'Zed isn't a replica of global solutions. We've built this platform from the ground up based on local insight and community feedback,' says Abhinav Patwa, Executive Vice President and Head of Zed.
This approach allows Zed to offer what few others can: a ride that doesn't just take you somewhere—it fits your mood, your schedule, and your daily rhythm.
Personal touch: Mobility that reflects individual lives
The heart of Zed's differentiation lies in its belief that mobility should not be transactional—it should be personal. That philosophy is woven into the platform's DNA. The ability to fine-tune the ride experience gives commuters the autonomy they crave, without sacrificing comfort or safety.
Features like choosing your preferred chauffeur interaction level address a very real need in the region. Many commuters, especially women, report discomfort with unsolicited conversations. Zed meets this need with respectful, subtle functionality that puts control in the rider's hands.
'These aren't just 'nice-to-have' options,' says Al Ghurair. 'They're born from the actual lived experiences of people in Dubai.'
Cultural fluency as a competitive advantage
Zed's legacy in mobility goes back over two decades through Kabi, its parent company's earlier transportation business. This deep operational and cultural understanding has shaped Zed's hyper-local approach—allowing the company to anticipate and address needs that outsiders often overlook.
Case in point: Rhythm, a first-to-market feature that allows users to schedule recurring rides for daily commutes, school runs, and weekly routines. This innovation directly responds to Dubai's highly structured, time-sensitive lifestyle and has been one of the platform's biggest early successes.
This focus on local relevance is not limited to features. Zed's interface, driver onboarding, communication style, and promotional campaigns are all deeply grounded in the values of Dubai's multicultural and fast-paced population.
Zeddies: Drivers at the heart of the experience
Zed doesn't just care for its riders—it deeply values its drivers, whom it affectionately calls Zeddies. These drivers are integral to the user experience and are treated as brand ambassadors and key stakeholders.
Zed offers them performance-based incentives, recognition programs, and real-time support. Drivers also benefit from rider feedback, which helps refine both training and matching algorithms. This symbiotic relationship has helped build a culture of respect, reliability, and pride.
'When drivers feel respected, that energy translates to the rider. That's the kind of ecosystem we're building,' says Patwa.
Technology with a human heart: AI, data, and design
Underpinning Zed's sleek interface is a robust AI-driven backend that powers everything from predictive fleet dispatch to real-time heatmaps and route optimisation. But Zed doesn't stop at efficiency. It's also built to listen.
Through ongoing analysis of customer sentiment, driver feedback, and in-app support trends, Zed evolves rapidly. Every update, every tweak is grounded in user insight, not assumption.
'We treat feedback not as a checkbox, but as our compass,' says Patwa. 'We learn just as much from what people don't say as from what they do.'
Zed's tech stack enables it to make decisions quickly, iterate at speed, and adapt in real time—while keeping empathy at the center of every experience.
Strategic role in Dubai's Smart City 2025 vision
Zed's trajectory is tightly aligned with Dubai's Smart City 2025 vision, which champions sustainability, digital transformation, and inclusive access to services. As an app-only platform, Zed eliminates the friction of legacy systems, enabling seamless integration across transportation, finance, and city services.
The platform also actively contributes to environmental goals. With increasing adoption of hybrid and electric vehicles in its fleet, and intelligent route planning that reduces emissions, Zed is helping reduce the city's carbon footprint one ride at a time.
'We don't treat sustainability as an add-on—it's embedded in our operating model,' says Al Ghurair.
Zed also supports the RTA's e-hailing adoption target of 80 per cent by increasing accessibility and engagement, particularly among younger and tech-savvy commuters.
Turning local challenges into strength
Being a homegrown startup in a market dominated by global players comes with its set of challenges—from brand awareness to user trust.
But Zed has turned these headwinds into tailwinds.
Its agile structure allows for rapid iteration and community-first engagement. Where global apps might require months to implement changes, Zed can roll out updates in days based on local needs.
Moreover, its early reliance on grassroots awareness campaigns and rider loyalty programs has yielded strong brand resonance and user stickiness.
'We didn't just want to get people's attention—we wanted to earn their trust,' says Patwa.
Experience-driven, not transactional
For Zed, user experience isn't just about app design or driver punctuality. It's about building emotional loyalty. From recognising frequent riders and high-rated drivers to launching culturally relevant promotions, Zed wants its users to feel seen and valued.
Transparent pricing models, seamless in-app payment flows, and consistently reliable support are all part of this ethos.
'In Dubai, where excellence is expected, we knew our service had to feel effortless—not just work well,' Al Ghurair noted.
Vision 2027: A lifestyle layer, not just a platform
Zed's roadmap for the next 2–3 years includes several major expansions—both in terms of services and geography. Plans include integrating digital wallets, loyalty programs, in-app rewards, and exclusive brand partnerships that add everyday value beyond just transport.
The platform's modular architecture also ensures that it can scale internationally while retaining the ability to localize meaningfully—be it in Abu Dhabi, Riyadh, or even emerging markets across Southeast Asia.
'We're not just expanding—we're evolving. We want to be the lifestyle layer that enhances every part of your day,' says Patwa.
Looking to the skies: Air mobility in Zed's future plans
While Zed's current focus is on optimizing road mobility, its leadership is keeping an eye on the future of aerial transport. As Dubai pioneers initiatives in air taxis and vertical mobility infrastructure, Zed sees a potential opportunity to integrate this into its multi-modal strategy.
'We're watching this space carefully,' Patwa confirms. 'When the time is right, Zed will be ready—with a clear strategy to help bring the future of urban commuting to life.'
Co-creating the future with users
Central to Zed's success is its belief in co-creation. Users are not just riders; they are partners in shaping the platform. Feedback is integrated into product design cycles, and both riders and drivers are seen as essential to building a better mobility ecosystem.
From beta-testing new features to community surveys and driver town halls, Zed ensures every voice counts.
'The most powerful design tool is dialogue,' Patwa says. 'That's how we stay relevant. That's how we stay human.'
More than a ride: Zed's role in Dubai's mobility renaissance
Zed represents more than just a well-designed app. It stands for a new approach to movement in a city that's constantly in motion. It's a quiet revolution—one that prioritizes people, honors local culture, and builds for the long-term.
By creating a ride-hailing experience that reflects Dubai's identity—its pace, its people, and its potential—Zed is proving that the future of mobility isn't just about going faster or farther. It's about going smarter, kinder, and more meaningfully.
'Mobility is not just about getting from A to B,' says Al Ghurair. 'It's about how you feel along the way.'