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Design Sprint: Uber

30 June 2015,   By ,   0 Comments
UberPhone2

Objective:

At BDW we participated in 2-day design sprints with visiting companies. With intensive design and prototyping sessions, we worked in small teams to solve business challenges. This design sprint was with Uber.

Uber came to BDW with the design objective to incorporate a Family Plan into their existing platform. Uber wants to increase ridership as quickly as possible by expanding their offering to young riders  and senior citizens. This means providing security features for extra peace of mind. The families must also have the ability to all bill to the same account.

Solution:

Uber Friends & Family:

  • Add friends and family by selecting them from your phone contact list
  • Each member bills to the same account
  • Set different levels of alerts for each member of your plan
  • Leverage existing Uber offerings like UberWAV and UberASSIST for those who need additional assistance
  • Addition of “SOS” button for emergency situations

Role:

After working as a team to ideate and sketch out different user scenarios, I created half the mock ups of the different user paths to illustrate our ideas in a prototype for the presentation. Later, I re-visited the project to create new wireframes to better explore our ideas and flesh them out a little bit more.

Concept Walk Through:

Scenario One

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Each Friends and Family account will have an admin on the account. For our walk through, we set the admin to be the mother of this family.

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In the admin’s profile settings, they can add members to the account.

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A member can be added by the admin imputing their name and phone or by their contact in the admin’s phone.

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After the admin has added their members, they can choose to send an Uber for one of those members.

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In this scenario, the mother is sending her son, Nathaniel, an UberASSIST. Nathanial has a broken leg and has a doctors appointment in the middle of the day. His mother is unable to leave work, so she has requested an UberASSIST to pick him up and help get him to his appointment.

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Nathaniel’s mother gets notified that he has been picked up and can view his trip in the Uber app on her phone.

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She then gets notified when he has arrived at his destination.

Scenario Two

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Danny, another son, is a little bit older and needs a ride after school to soccer practice. Danny can only choose from the per-approved destinations set by his mother on the admin account.

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Danny confirms his car choice and pickup location.

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Danny is able to quickly request his Uber with the credit card that is attached to his family’s account.

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After an Uber driver has accepted his request and is on their way, Danny, will have a four digital security code that is accessible from the lower menu of on the main screen off the app.

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Danny will have to tell the Uber driver this four digital code in order for the driver to start their commute. This four digital number is a safety feature my team and I added to the process. It is an extra level of security to ensure that the correct driver is matched with the correct rider.

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Meanwhile, the Uber driver has gotten notified that he has a ride request. When he accepts, he is told that this rider is apart of a family plan and is also sent a profile photo of the rider.

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The driver can make the photo larger to ensure that they are picking up the correct rider. This safety feature allows the driver to know exactly who they are giving the ride to if they are picking up in a busy location. For example, a busy school curb side as students are being let out at the end of the day.

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The driver receives the four digital code from Danny and they can begin their trip to the soccer field. Without putting in the code, the trip will not be registered and the driver will not be paid for the pick up.

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When Danny has been picked up, his mother, or the admin of the account, receives a notification.

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The admin has the option to the view the trip in their Uber app on their device. The menu at the bottom of the screen gives the admin three options. The admin can cancel, contact the driver or change routes. The change route feature gives the admin the opportunity to change the destination of the rider in case of an emergency or just a change in plans. This gives the admin added peace of mind, giving them some control over the ride.

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SOS Button

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Another feature my team and I added to the Uber app is the SOS button. The rider can hit this button if they find themselves in an emergency situation during their ride. The button has three options. The rider can call 911, contact their account admin, or send an emergency text if they need to keep their request for help a secret.

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This is an example text of what the admin account holder would receive when the rider sent an emergency text message.