Uber Connect
During a time of uncertainty, our customers sought a safe and reliable way to send and receive packages from their loved ones. In response, we introduced Uber Connect, providing a seamless solution to meet this growing need and ensure essential connections could continue.
My role
Collaborated with a Product Manager and Engineering Manager to form a dedicated tiger team, leading cross-functional meetings and engaging with leadership to drive alignment. Provided strategic product and design feedback throughout development while advocating for high craftsmanship and quality standards.
Our team
The team consisted of myself as the one Product Design Manager, one Product Manager, one Engineering Manager, one UX Researcher, one Content Designer, one Product Designer, and four Engineers.
Research
To better understand the challenges faced by our users, we conducted a research study focused on both riders and earners. As part of this effort, we distributed a survey across the U.S. to identify barriers to using Uber and explore how the platform could adapt to meet evolving needs during a time of uncertainty. The insights gathered helped shape our approach to addressing key concerns and enhancing the overall experience.
In addition to the survey, we conducted virtual interviews with earners across the U.S. to gain a deeper understanding of their perspectives. These conversations provided valuable insights into the factors that would help them feel safe and confident in continuing to earn with Uber. By directly engaging with our community, we were able to identify opportunities to improve safety measures and support earners more effectively.
Our research uncovered a deep sense of uncertainty among riders, many of whom were hesitant to use Uber due to safety concerns. In particular, they expressed fears not only for themselves but also for their loved ones, especially elderly family members. Ensuring that these individuals remained cared for and connected became a critical priority, highlighting the need for solutions that provided both safety and reliability during challenging times.
Beyond individual riders, we also identified an unexpected opportunity to support business owners who were similarly impacted. Many faced disruptions in their operations and sought alternative ways to continue serving their customers. Given Uber’s vast network of earners, we explored how we could develop a product that not only addressed rider concerns but also empowered businesses to adapt and thrive in a changing landscape.
Goals
Business Goals
Our business objectives centered on developing an experience that addressed diverse use cases, encouraged repeat usage, and provided a scalable foundation for future iterations. In a time of uncertainty, it was critical to introduce a solution that not only met immediate needs, but also supported the company’s long-term resilience and growth. By creating a seamless and efficient service, we aimed to provide value to both users and the business during a challenging period.
User Goals
From a user perspective, our goal was to design a product that made it simple to send and receive packages or manage deliveries on behalf of others. Convenience, reliability, and ease of use were key priorities, ensuring that customers could stay connected and handle essential deliveries with minimal effort. By aligning our business and user goals, we worked to create a solution that was both impactful and sustainable.
Explorations
Research studies
To ensure a seamless and intuitive experience, we conducted unmoderated usability studies where participants interacted with our prototypes by completing tasks such as sending and receiving packages. These studies allowed us to observe real user behaviors, identify potential friction points, and gather valuable insights without direct moderation, providing a more natural assessment of the experience.
Our primary objectives were to evaluate how easily users could discover the new feature from our home screen, assess the overall experience of sending and receiving packages, and determine which design iteration best supported user goals. By analyzing participant interactions, we aimed to refine our product, ensuring that it was both user-friendly and aligned with customer needs.
Feedback
Our research revealed that multiple entry points led to unintended confusion. While our intent was to clearly distinguish between sending a package, receiving a package, and managing a delivery on someone else’s behalf, the addition of a third option ultimately created more complexity for users rather than simplifying their decision-making process.
Despite this, overall feedback on the experience was positive. Participants found the workflow intuitive and easy to navigate, with no major usability concerns. The only area where users felt overwhelmed was at the end of the flow, where packaging and delivery method options introduced some uncertainty. This insight highlighted an opportunity to refine the final steps to ensure a smoother, more user-friendly experience.
Final Designs
Results
10M
10 million trips were taken in 2020
$46M
In gross bookings in 2020.