How to ensure passengers at JFK airport have a good pickup experience?


 

SOLUTION FOR INCREASING TRUST

Assisting Riders in Visual Recognition of Vehicle

  • Display name
  • Car number

Managing Expectations and Creating Transparency

  • Visibility about wait time
  • Prompts and relevant information to rider

Improving Technology

  • Install iBeacons
  • UI modification (including terminal maps)

Standardizing Communication

  • Preset texts
  • Vibration Alerts
 

 

FINAL DESIGN

The prototype maintained the Uber original UI design 2015 and added features from user research to solve drivers' and riders' pain points

 
 
 App for Uber drivers

App for Uber drivers

 
 
 App for Uber passengers

App for Uber passengers

 

 

My Role

I worked as a UX Designer, User Researcher and Design strategist in a four designers team with Celine Chen, Allison Heasley, Alberto Chen, and myself.

Timeline: 5 weeks. This project was completed through the summer 2015 MFA IxD Program at SVA working with Uber's Head of Research.

Tools: Omnigraffle, Sketch, Google docs, stickers, pen and pape

 
 

 

Design Process

Background

When your Uber car arrives at the airport, how do you know which one is yours without hopping into the wrong car? How many times have you held up your phone to match the photo with the same car approaching you? How to bridge the gap between the Uber app and drivers and passengers to ensure a better pickup experience? The problem we identified that there are issues of distrust in the accuracy of the application, the Uber systems that create a sense of uncertainty in the entire pick up experience between the driver and rider.


 

THE DISCOVERY

My role was a debriefer, and my job was to ask a lot of questions, and analyze and synthesize the research data. From research and conversations, I found there was a fundamental issue of distrust in the accuracy of the application, the Uber systems, and between the driver and rider – creating a sense of uncertainty about the entire process.

FIELD Interview at JFK AIRPORT

 
 Interview with the Uber Driver

Interview with the Uber Driver

 
 
  
 
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    Car arrangements to ensure optimal quality of data capture

Car arrangements to ensure optimal quality of data capture

 
 

DEFINE

 

To deeply understand the problem, my team and I worked on affinity mapping to review the trend patterns and differences in problems in different contexts.

 
 

AFFINITY MAPPING

 
  1. Break interview notes into smaller ones in order to make sense
  2. Combining multiple pieces into something new, e.g.: development themes, implication, opportunities

     
     
     Similarities in Responses

    Similarities in Responses

     Differences in Responses

    Differences in Responses

     

     

    DESIGN

    DRIVER USER FLOW

     
    IMG_4102.JPG
     
     
     
     
     

     

    RIDER USER FLOW

     
    IMG_4102.JPG
     
     
    rider user flow1.png