Contextual Components
Uber • 2022
Scope
Critical feature add-on to improve upon the current grocery experience.
Affects core flow for all grocery, pharmacy, and retail shop orders on the Uber platform
Mobile design (iOS and Android)
Timeline: 2 months
Lead product designer
Interaction and visual design, prototyping
Coordination with international team of UX research, content design, product management, product marketing, engineering
Role
A module add-on provides users with key context before they begin their task.
Users want more information before they begin their task, to avoid mistakes or unnecessary labor
I explored multiple surfaces in which to display this context, in order to fit predictably within the existing user experience across multiple use cases.
The final design utilizes visual and interactive elements for readability, and facilitates a seamless transition into the task.
We coordinated experiential user research (ride-alongs!)
To inform this project, I conducted independent investigation on social networks, directly interviewed users, and studied ride-along user research sessions conducted by myself and my colleagues.
The research showed us that couriers estimate time and effort based on the number and weight of items. They use this information to prepare for the shopping trip before they begin.
How close do I park? Should I grab a cart?
Delivery couriers are surprised and frustrated by the orders that they receive.
User Frustration
Couriers accept grocery orders through the Uber app, shop for items in-store, and deliver the order to the consumer.
These couriers experience unexpected hurdles when they arrive at the store: heavy items they need to carry, bulky items to “tetris” into their car, or hot/cold items that they need to insulate.
Business Risk
Drivers and delivery people are the backbone of Uber’s business.
When couriers can make informed decisions and better prepare for the trip, they increase their earning potential and reduce frustration, and then complete more orders with Uber.
Current Experience:
Information lacks organization
Key context is not highlighted, or difficult to understand
By redesigning the beginning of the delivery experience, couriers can better prepare and more efficiently complete their orders.
Component explorations:
Modules added to different surfaces, vs. a stand-alone page specifically for this task.
The result: New module components, design system expansion, & design for diverse and global users
Design Systems
By designing a genuinely useful addition, we expand the potential of the design system without adding component bloat.
Framework Thinking
The module framework is flexible and scaleable for the future of the platform, including retail and pharmacy use cases.