Uber Driver Offer Card experience redesign

User Problem: Drivers choose to drive for Uber because of the flexibility that it offers them. Drive and earn whenever they want for just about as long as they want. An important moment in a drivers experience is the moment that they receive a new trip request, this directly impacts their earnings and overall experience on the platform. Drivers need to see the most relevant trip information to decide if an offer is worth an acceptance or decline. Driver’s are giving 8–11 seconds to accept or decline a new trip request, via an offer card. These offer cards contain information about a rider’s requested trip and act as the driver’s contract for accepting that trip. These moments can be filled with a lot of anxiety and many unknowns. Drivers may be on the road, sometimes with a passenger in the backseat and need to take time to read and process this new information to make a decision that will directly impact their earnings and experience on the platform. No one driver is alike. There are millions of drivers on Uber’s platform and they all have unique needs and wants that vary tremendously. The previous offer card has a lot of unclustered and un-opionated information on it, that physically pushes the limits of what a human can interpret in those moments, jeopardizing driver’s and rider’s safety.

Business Problem: The term offer continuously was extended at Uber. This created a plethora of use cases that the previous offer framework, simply did not support. To solve for that issue, many one-off solutions were created that offered no easy path of scalability and increased experience and tech debt. All the while, an abundance of markets had many unique safety and legal needs that required specific information on the offer card, that other markets may not require.

Our Solution: I led the design for the redesign and worked closely with a pm and engineering leads to build a solution from scratch. I was accompanied by a senior designer towards the end of the project. The redesigned offer card framework aims to take the first step towards an ideal offer experience for Uber drivers. A unified product icon and color system paired with accessibility increases in areas such as larger tap targets, increased contrast, & text sizes, supports the decision making model that Uber drivers embody in this moment. That decision making model is a mixture of system 1 & system 2 modes of thinking. This new experience unified Uber as a company by eliminating many one-off offer experiences and created a framework that supported the many legal regulations of markets across the globe, while delegating enough flexibility for potential new requirements, unforeseeable in the present moment.