Uber
History of Company
Uber was founded in 2009 to solve an important problem: we get a ride at the push of a button. Everyone is their customers, and Uber making transportation safer and reducing congestion in cities by getting more people into fewer cars.
Reason for Picking this product
I use Uber application frequently. The map in Uber doesn’t allow drivers to view and track riders in real time (Pickup process). If the map in Uber allows drivers to view and track riders in real time, it would facilitate users journey and increase efficiency. Also If I improved the navigation system in the application, the driver should not make detours.
Role
UX designer
Time
Jun 2019-Sep 2019
Competition
Problem Statement
Description
The map in Uber doesn’t allow drivers to view and track riders in real time (Pickup process). If the rider booked a car, the drive only can see the pickup location. Drivers can’t track riders in real time if it is necessary.
If the map in Uber allows drivers to view and track riders in real time, it would facilitate users journey and increase efficiency.
Constraints
Higher demand from the customers, it charges higher price.
Low battery (less than 10%), it charges higher price.
Design Goals
What are we trying to solve?
1. The signup and login page design more friendly
2. The driver and user keep using this app
3. I will add a new contact function and make the users easy to use this app
Timeline
Research: Feb - March
Design Iteration: April
User Testing: April
Complete design: May 24
Hypothesis
If I improve the navigation system in the application then the driver should not make detoursIf the map in Uber allows drivers to view and track riders in real time, it would facilitate users journey and increase efficiency.
If the map in Uber allows drivers to view and track riders in real time, it would facilitate users journey and increase efficiency.
If I redesign the signup and login page, it would more user friendly
Solution Analysis
The drivers experience, as he may like having control to take detours
The driver will not need to use other apps that make them take detours
Personas
Scenarios - User test script
What is the demographic of your user?
People who live in city and book car online
What is their level of tech-savvy?
Uses cell phone more regularly than desktop
Owned a smartphone
Scenario Script
Hi Alice thank you again for taking the time to this testing. Before we begin, I’m going to give you a brief overview of the test and how it will work.
I’ll be giving you a broad task to complete and then asking questions as we go along. Before I tell you the task, I’ll be giving you a little bit of context behind it, such as why you might be doing it and what you hope to achieve. It’s really important to know that we are only testing the site, not you. You can’t do or say anything wrong here. Please feel free to let me know at any time if there’s something you like, dislike, if you’re confused, etc. I promise you won’t hurt my feelings.
Also, I’d like you to “think aloud” as much as possible. By that, I mean that I’d like you to speak your thoughts as often as you can. For example, you may be looking at a page, suddenly see something you didn’t see before and want to click on it. In that case, saying something like “this caught my eye so I’m going to see what it is” would be very useful.
Scenario Script One
If at any point you have questions, please don’t hesitate to ask. Do you have any questions so far?
Ok, Let’s get started.
You have missed your bus to work and will be late. If you call an Uber, you might be able to make it on time. You compare the price and order an Uber express. When you wait for the car, you want to read the Uber message.
Scenario Script Two
If at any point you have questions, please don’t hesitate to ask. Do you have any questions so far?
Ok, Let’s get started.
You have a meeting in downtown. You are booking a car on Uber where you are in front of the office. The Uber app shows you are on the other side of your real location.
Scenario Script Three
If at any point you have questions, please don’t hesitate to ask. Do you have any questions so far?
Ok, Let’s get started.
You are a guest in San Francisco. You will stay in the city 15 days. You are arriving in San Francisco airport, and you want to take Uber to your hotel. You bought an U.S phone number online before you come to the city. Now you apply an Uber account.
Workflows
User Testing Tasks & Questions
Describe what you see on this page.
What action do you think you should take
Give direction to next action
What do you think this page does?
Input the destination (Academy of Art University Mac Lab) on the search bar.
Book a car then wait the rider.
You need to. Where do you go to contact the driver?
Now select that option. What do you see on this page?
Can you describe your destination clear?
Survey and Findings
View & Follow Test
Test Metrics
Successful Task Completion: Yes
Critical Errors: One page doesn’t show the hamburger menu
Non-Critical Errors: One tester wants show a notification before she uses
Error-Free Rate: no errors
Time On Task: 1min/2mins/5mins
Subjective Measures: 3
Likes, Dislikes and Recommendations: use the name “update location”
Test Notes
Key observations
She feels it is easy to use and understand
Findings
What are the key discoveries
