As a product designer at Uber, the task is to enhance the driver incentive program to achieve two main objectives: elevate driver earnings and mitigate instances of drivers requesting cash payments, which can result in suboptimal customer experiences. The primary aim is to develop a robust system that incentivizes Uber drivers in India to prioritize exceptional customer interactions while achieving their daily performance targets.
Snapshot of the final solution, find the link to the clickable prototype at the bottom of this document.
In order to gain deeper insights into the existing situation, I took the initiative to book two Uber rides for short distances from my location. This allowed me to engage in open and candid conversations with two different drivers. To enhance my understanding of the challenges and motivations these drivers face, I carefully designed a comprehensive questionnaire that directly addresses the issues outlined in the problem statement. Additionally, recognizing the constraints of time, I introduced two hypothetical driver personalities to further enrich my research. To ensure a well-rounded perspective, I utilized an AI platform to simulate the responses of these two drivers, thus concluding the initial phase of my primary research.
Here are the summarised insights:
How long have you been driving Uber? Answer: I've been driving for Uber for about 6 months.