Uber redesigned its motive force app with input from precise drivers
Uber redesigned its motive force app with input from precise drivers

Uber drivers need a lot of items, but such a lot just wish to get paid as temporarily and easily as possible. With that in thoughts, Uber announced the latest attempt in its by no means-ending quest to repair its tarnished family members with drivers: a redesigned driver app. The app is exceptionally much less cluttered with a better approach to tracking overall profits and workarounds that clear up for connectivity problems. however it also provides more prominence to features that some consider psychological inducements to influence whilst, where, and how long drivers work.

“constructed for drivers, with drivers”

Whilst remodeling the app, Uber did one thing it hardly does: it consulted and ran exams with loads of drivers in over part a dozen towns sooner than rolling it out globally, and their tips and feedback influenced the final product. This more collaborative technique allows Uber CEO Dara Khosrowshahi — who tested the app for my part sooner than giving it the golf green gentle — to rent soundbites like “built for drivers, with drivers.”

Prior To we get into the layout process, allow ’s discuss what ’s different in regards to the app. An earnings tracker now sits on the most sensible of the screen, letting drivers know how so much they ’ve earned considering the fact that going surfing and how many journeys they ’ve finished. It additionally allows easy access to “quests,” “badges,” and other gamified parts of the driving force app that critics brush aside as psychological tips meant to maintain drivers at the road longer. Uber argues those options are popular with drivers as a result of they often placed extra money of their pockets.

for instance, drivers are rewarded with bonuses for completing 20 trips in a undeniable quantity of time, or they may be able to earn badges for just right feedback from riders. A Few drivers bitch these features dehumanize the enjoy of using for Uber, at the same time as others tout their quests and badges with pride. The redesigned motive force app places a lot of those features entrance and middle.

“We discovered that a lot of drivers don ’t even understand that they ’re on these quests after which they get a bonus later,” says Yuhki Yamashita, Uber ’s product manager for driving force reports. “They don ’t understand all the way through that ’s taking place for the reason that app actually doesn ’t positioned that knowledge within the vanguard. It was just about buried. So those are some of the spaces that we need to make sure that that drivers have a lot of visibility into.”

Drivers would definitely savour the transparency, however it’s not clear how well they respond to those kinds of inducements. (Lyft employs equivalent easy methods to encourage its drivers, as do other gig economy corporations like Postmates.) Uber drivers are independent contractors who lack a lot of the advantages and protections of salaried employment. Uber argues this offers drivers the flexibility to work at their recreational and be their own boss, but a few drivers really feel as if they ’re at the mercy of Uber ’s set of rules.

“I ’m curious to look how the ‘gamification of driving for Uber ’ keeps as I don ’t suppose Uber and its drivers always have pursuits which can be aligned,” says Harry Campbell, a former Uber driving force who runs The Rideshare Man web page. “Drivers want to paintings as little as conceivable for as a lot money as possible, that’s why surge rides and the weekly promotions are so important. Uber is looking to maximize a motive force ’s potency and get them to work more for the same amount of cash.”

as opposed to bombard drivers with text messages approximately surge pricing, the new app will highlight areas of the city where upper fares are in impact and start the navigation procedure as a way to extra forcefully nudging drivers to positive portions of the town. Yamashita says the function used to be to wreck drivers out in their daily conduct and guide them to places the place they may be able to earn extra money.

“a few of the ideas that we’d have for a way to head next may actually surprise them,” he says. “It seems that a lot of people kind of have this development they building up in accordance with tribal wisdom — you already know, their daily behavior on the best way to force. it may be that prerequisites amendment, they usually don ’t have the entire knowledge necessary to make the precise moves.”

the new app also seeks to solve a standard problem with network connectivity, particularly in the ones cities in emerging markets. Ceaselessly, drivers in web lifeless zones may have to drive earlier the dropoff area, on occasion to the following the town over, sooner than finding the community connectivity to finish a trip. the new app will file the driver ’s GPS area at the phone so a trip can finish even within the absence of a sign.

The app ’s “feed,” with details about insurance coverage, riding classes, and other tidbits of market-particular information that Uber sends to drivers, has been repurposed as an inbox, so drivers can revisit sure pieces without fear of losing them. the driving force ’s ranking page has additionally been redesigned to include compliments from riders and the total number of trips finished in their lifetime. The function, Yamashita says, was once to let drivers understand that they were greater than just the sum general of their rankings.

Final 12 months, in the midst of the numerous scandals and complaints that roiled the corporate, Uber launched its “ONE HUNDRED EIGHTY days of change” effort geared toward making improvements to members of the family with drivers. Highlights incorporated a new in-app tipping choice for drivers, allowing drivers to message riders, further layers of feedback for bad scores, and more money for out-of-the-method pickups.


Uber sees the redesigned app as phase 2 in an ongoing effort to bolster drivers ’ loyalty. Lyft, emboldened by Uber ’s PR crisis and fresh financing from buyers like Google, started advertising and marketing itself as the “driving force-pleasant” choice. Uber ’s simplest play used to be to contain drivers right away in its efforts to construct higher options. Prior To launching the brand new app, Uber consulted with loads of drivers and beta examined the app in seven cities: Cairo, Bangalore, Jakarta, London, Melbourne, Los Angeles, and São Paulo. “2017 taught us the importance of deeply paying attention to our shoppers and that the correct thing wasn ’t almost about temporarily rolling out this new product no matter how so much we believed in it,” Yamashita says.

the present version of the app used to be built by 30 engineers, even as the redesigned app is the top made of over 300 engineers, says Haider Sabri, director of engineering for Uber ’s driver experience crew. the purpose was once to layout it for Uber ’s journey-hailing drivers, but in addition for the ones using for UberEats, UberPool, and any long term transportation service that the corporate has yet to launch.

“Drivers care approximately pay first and most useful.”

the new app shall be a large deal amongst Uber drivers, who number within the millions across the globe. So Much will be laser-centered at the changes made around income, says The Rideshare Man‘s Campbell. “Drivers care approximately pay first and most useful so any enhancements or changes to the app are indubitably welcome, however until they have an effect on a driver ’s bottom line, I don ’t suppose a re-designed app will move the needle much for drivers.”

So Much drivers agree the app wanted a few improvements. “There are instances while the app freezes and doesn ’t show the driver transferring towards the rider, resulting in frustration and cancellations,” says Noemi Torres, an Uber Black motive force in L. A.. “That needs solving.”

However for Torres and hundreds of different drivers, the biggest concerns with Uber aren ’t tool-based; they ’re with the fundamental dating between Uber and its drivers. “Uber needs to needless to say whilst riders are the ones deciding to buy the provider, drivers are those offering the service, and we’re upholding our end of the deal,” says Torres, who has a 4.96 score after 4 years and 7,000 journeys for Uber. “We drivers are the face of Uber, yet we are abused, underpaid, undervalued, have no health insurance, no advantages, no 401K or retirement… Yet Uber counts at the sustainability of this industry type on account of the limitless quantity of drivers keen to work, in a few instances for underneath minimal salary.”


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