Moving Riders
and Drivers with
Flexibility
When I joined the project, the web app was still under development, and the team was in the process of implementing the Subscription model. I helped solidify the Commute Subscription model across both web and mobile platforms, then led the effort to introduce a Flexible Scheduling subscription model. This new model allows users to schedule different days each week with just a day's notice, while offering flexibility to adapt to hybrid work schedules while reducing costs.
60k+
Commuters
Available On
Web | IOS | Android
Objective
Allow users to schedule
different days each week
Existing Model
Users set weekly commute days when signing up for a subscription. Changing commute days can take up to two weeks.
New Flex Model
Users can schedule different commute days each week within 1 hour of the commute time
Observe
GPT Research Synthesis
Feature Exploration
Impact Points
Reflect
Key Patterns
Wireframes
Create
Hi-Fi Screens
Interactive Prototype
Due to budget and time constraints, as well as limited access to real users, conducting new user research was not feasible. Instead, I used a private GPT to synthesize prior research from lean UX workshops, market surveys, and real user interviews to identify the needs of users who schedule their commutes on different days each week, along with a list of app features to support them.
A product model canvas was then created to show points of impact throughout the product
I represented the front-end user experience in creating the Product Model Canvas, collaborating with back-end and product experts. This detailed the commuter’s journey, impacted screens, and back-end functions, providing a roadmap for efficient integration and future use.
Booking Rides
Waitlist
User can multi-select dates to commute, up to 3 months advance
High Impact
Flex customers will now need to select specific ride days in order to book
Updates Schedule and can view new ride days
High Impact
Flex Customers must wait 24 hours to see newly assigned driving days
High Impact
Waitlist management and oversight will be a new responsibility for Operations team
High Impact
After securing waitlist seat, Flex customers will need to confirm their booking
Chooses to join waitlist and confirms booking
Receives notification that a seat is available on the requested ride
Confirms their seat and is added to the ride
Books ride with available seat
Ride full
or
(Consolidated sample of an impacted area)
Patterns and content were explored for booking rides
To determine the best user experience for viewing and booking rides, two patterns were explored. The first, an iOS calendar view, displays static daily details at the bottom of the app. The second, featuring scrolling months, opens a bottom sheet with detailed information for each day. After team feedback, the second option was selected for its improved usability and flexibility.
Mid-fidelity wireframes were created to define the details
Create
Viewing Rides
Booking Rides
Settings
Additional Flex Integrations
Sign Up
Average Seat Occupancy
Change Subscription
Other Product Enhancements
Revised
Revised