According to DiDi, the company has held multiple meetings with these drivers and users to better understand their key challenges and practical needs. In May last year, it launched features such as call notifications and an in-trip communication card, with pilot programs rolled out in six cities. A total of 50 hearing-impaired drivers from Beijing, Shanghai and Guangzhou in Guangdong province volunteered for the trial, including Zhao.
Based on data from 120,000 test orders, the prompt notifications successfully encouraged about half of the passengers who attempted to call hearing-impaired drivers to switch to text-based communication. The in-trip communication card was also viewed 50,000 times.
After noticing the sign indicating a driver with hearing impairments, many passengers were initially surprised and shared their experiences online. Some even searched for basic sign language on the spot and used it to thank the driver at the end of the ride.
"The car is very quiet, without music or conversation," one social media user wrote. Others described the experience as moving and inspiring, saying they were touched by the drivers' hard work.
Gu, the sign language instructor, often helps these delivery riders handle communication issues with customers. In one case, a delivery rider received a negative review from a customer who complained about an "impolite response". Gu later contacted the customer to explain that the rider could not hear and that his text replies might seem abrupt. After learning the situation, the customer sent a long message to apologize.
Gu said many customers shift from being critical to offering tips once they realize the rider has hearing impairments. She added that delivery work provides more opportunities for interaction, helping hearing-impaired individuals better integrate into society.
In June last year, the General Office of the State Council issued a three-year action plan for promoting the employment of people with disabilities (2025-27), which emphasized stronger support for flexible employment among people with disabilities.
The plan also calls for further leveraging the role of the platform-based digital economy. In addition, support for the employment of people with disabilities will be incorporated into the evaluation criteria used to assess internet companies' fulfillment of their social responsibilities.
"Though those delivery workers cannot hear, they can feel the wind, smell the flowers, and be greeted on the street," Gu said. "Fairness is not about giving them special treatment, but about allowing them, like anyone else, to support themselves through their own efforts."
