Redesigning Rental Pickups @ Uber

Preparing rental drivers for their first trip

Contributions UI Component, User Flows, & High Fidelity Prototype 

Outcome Launched Fall 2019 → 26% Decrease in Vehicle Errors

Team Vehicle Team

Role Product Design Intern

Tools Figma, Sketch, Principle

Duration 12 weeks (SUM2019)

Overview

Business Mission

Uber's rental program connects drivers with rental vehicles to bring more earning opportunities to more drivers.

Problem: Drivers were paying for a rental they did not have yet, leaving them frustrated.

Expectations

Once a driver signs a rental agreement, Uber would simultaneously

  • select the rental as the current vehicle being driven and

  • begin charging rental fees

under the assumption that they already obtained the vehicle.

Reality

Actually, drivers usually wait days/weeks to pick up their rentals after signing. Therefore, drivers were charged for a vehicle they did not yet possess, resulting in unnecessary fees and vehicle errors (from driving a vehicle different than the rental that was listed on the app).

How might we ensure that drivers have obtained the rental vehicle before selecting it in the app and charging them rental fees?

 

Solution

Uber updated rental agreements to include a date in which​ the rental is ready for pick up and when payments begin.

I updated the rental UX flow so that:

1. if a rental is not ready for pickup, the rental cannot be selected in the app. However, drivers can still review their pickup date and fees.

Android Mock Up.png
Accepting rental terms (1).gif

2. once the rental is available, drivers are notified that it is ready for pickup and that payments begin once they select it to drive.

Android Mock Up.png
After Pickup.gif

Contributions to the Team

I worked independently in analyzing user research, wireframing, and iterating with stakeholder feedback to create a final prototyped solution.

Design Team

Cross-Functional Team

Design Manager, Product Designer/Mentor, Product Design Intern (Me)

Product Manager, UX Researcher, Content Strategist, Software Engineer

 

Impact

After launching in Brazil in Fall 2019, vehicle errors decreased by 26% with no degradation of guardrail metrics (supplier support costs & Uber support costs).

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Design Process

Uber's Existing Solution

Uber helped managed rental payments between drivers and suppliers in Brazil.

Uber designed a driver app feature that ensures timely payments by collecting fees from drivers once they sign a rental agreement.

 

Simultaneously, rentals were automatically selected in the driver app under the assumption drivers already possessed the rental.

Expected Process

Money Flow Expectations

Expected Rental Timeline & Touch Points

Brazil Rental Agreements-05.png

Defining the Problem

However, this solution misunderstood the process of vehicle handoffs, mistakenly charging drivers when they did not have the rental yet.

Uber discovered that drivers rarely sign rental agreements and pick up their vehicles on the same day.

Reality of Existing Solution

Money Flow Reality.png

Actual Rental Timeline & Touch Points

Reality Timeline.png

Design Opportunity

Uber updated rental agreements so that suppliers establish a date in which the rental is ready for pickup.

Ideal Rental Process

Updated Solution.png

Ideal Rental Timeline & Touch Points

Brazil Rental Agreements-07.png

Therefore, I decided to improve the user experience before and after this date by informing drivers about vehicle pickup and payment expectations.

 

Research

Goals

  • Discover driver pain points and needs for rentals

  • Assist UX researchers with interviews

Methods

  • 5 Interviews with Drivers from LA & Brazil

Insights

  1. Drivers choose to rent oppose to drive with personal vehicles for Uber because it is more affordable and time efficient (lesser maintenance).

  2. Finances are rental drivers' top priorities. Therefore, it is even more crucial that they are not charged unnecessary rental fees.

 

Updating the User Flow

Because finances are drivers' top priorities, the updated flow prevents the app from selecting the rental before it is available to avoid incorrect charges.

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Design & Refine

I iterated through multiple flows and refined the solution by

  • redesigning the vehicle card component

  • minimizing screens/interactions for users and hence, the dev team

  • condensing information so it is easy to find

  • informing drivers of the rental process

Before the rental is available:

After the rental has been picked up:

 
Solution Details

Previous Solution: User Persona & Previous User Journey

Andre is looking to transition from driving his personal vehicle to driving a rental vehicle for Uber due to unaffordable maintenance costs.

Andre

 

Uber Driver in Brazil

Pain Points

  • His personal vehicle gets scratched by passengers

  • Maintaining his personal vehicle is costly

 

Goals

  • Minimize the wear and tear of his personal vehicle

  • Earn with peace of mind

The existing solution charged Andre incorrect fees, leaving him disappointed.

Storyboard Before.png

Final Solution & Improved User Journey

With the updated component and user flow, Andre is protected from incorrect charges and notified about rental pickup.

Improved User Journey.png

Before the Rental is Available

Andre sees when his rental is available for pick up and reviews his rental agreement while he waits.

Android Mock Up.png
Accepting rental terms (1).gif

After the Rental is Available

Andre picks up his rental and selects it in the app. He begins paying rental fees and can now earn with the rental.

Android Mock Up.png
After Pickup.gif

This leaves Andre with peace of mind, reassuring him that Uber's rental program keeps his finances and earning opportunities secure.

black car.png
 

Reflection

Challenges: How do I explain complex products to others?

When I first onboarded to the design team, it took me time to familiarize myself with the product and the problem, as it had multiple layers of complexity. I had a hard time understanding the full picture based on the team's Figma file or design specs. Because this project was complex, the coworkers I presented this project to also had a difficult time comprehending.

Takeaways: Personas and storyboards are great tools.

It wasn't until I reframed the problem with a persona that I started connecting the dots. Thanks to the persona, I was able to create a storyboard and present my product in an engaging story rather than screens alone. This helped my coworkers better understand the context and impacts of my project.

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Thanks for reading, feel free to check out my other projects!