Express Pool
UBER
App
New product
Growth
During my time at Uber, I primarily focused on Rider Growth. However, in my last year, I transitioned to the Shared Rides team. Here, I contributed to developing a 0-to-1 product, eventually named Express Pool. This innovative offering required riders to walk a bit to a designated pickup point, enabling more cost-effective and direct routes. I collaborated with a diverse team, including design, research, and product marketing, to realize this product. Following its launch, I spearheaded initiatives to enhance growth and safety aspects of Express Pool.
Challenge
Express Pool was designed to address the inefficiencies and high costs of door-to-door Pool rides. It reduces the need for drivers to deviate from main routes for individual pickups, leading to more timely pickups and efficient ride matches. Riders walking to designated pickup points enables Uber to offer lower fares and more direct routes for drivers.
The lead designer spearheaded the initial draft of Express Pool, internally dubbed Helium. Following this, extensive research and iterative development were required, which is where I played a pivotal role in refining and shaping the project.
Initial experience
Research
After launching the initial version, we immediately began intensive research to identify and swiftly address any shortcomings for a successful product. This involved on-site research in Boston, where we conducted ride tests and led focus groups with both riders and drivers to gain insights into their experiences.
Insights
Challenges in navigating from their current location to the designated spot.
Drivers often arrive before riders can reach the pickup point.
The walking distance to the pickup point feels excessive.
Walking Navigation
Riders feeling unsafe during night walks.
Discomfort with walking in certain neighborhoods.
Uncertainty about their current location and destination.
Safety
Once in the car, riders often request drivers to ignore the walking drop-off point and drive them directly to their intended destination.
Rider Directing Driver
Explorations
Some of the identified issues could be addressed through engineering or algorithm adjustments. For those needing different product experiences, I focused on enhancing walking navigation and safety to improve the customer experience.
Solutions
To expedite improvements, we prioritized updates that would quickly enhance customer experience. This included introducing 3D walking navigation, enabling two-finger map zoom and rotation for easy orientation, and displaying relevant information at the right time. For safety, we implemented an interrupting modal to remind customers of their ride choice to walk when it’s late at night.
Arrived at pick up point
2-finger zoom and rotate
3D view entry point
Late night safety modal
Growth Iterations
Once confident in the product experience, we aimed to increase customer discovery and usage of this affordable and efficient option. As the experience already had a walkthrough on how Express pool works, we focused growth experimenting on the ride selection point.
Hypothesis
Converting Express Pool into a modifier of the Pool option will clarify the cost differences and walking trade-offs for customers. Additionally, by defaulting to the more cost-effective option, riders can swiftly understand the cost benefits, encouraging them to try this new product.
Upsell explorations
I refined multiple versions of upselling door-to-door Pool ride options, setting the default to the cheapest selection while offering door service for an additional fee.
Solution
The final design featured a trip modifier page where riders can select the number of seats and toggle the option to walk. It displays the savings from walking versus not, with the map visually updating to show different pickup options and cost variations as you toggle between choices.
Impact
This modification resulted in a 30% increase in product adoption, a significant achievement for the team. It led to substantial savings for customers and numerous efficiencies for both Uber and its drivers.
The success of the project was celebrated with a cake featuring my UI 😊
