Compliments & Thank-You Notes
-Designed for the new version of Uber's driver side app
About the project
This was a project I did during my internship at Uber. I worked for Driver Recognition team.
This is designed for the new version of Uber's driver side app. The whole project took me about 1 month.
I worked closely with PM, developers and researchers to do the research, identify the problem space, ideation, wireframing, prototyping and final visual design.
What are compliments?
Compliments are badges and thank-you notes given to drivers from riders after a trip. Compliments is all about recognize our drivers.
Riders can choose different ways to give compliments to the drivers:
These options are not mandatory. Riders can choose any combination of these that they desire or may ignore the rating page.
Compliments is one of the features in the new driver side app. The new driver side app is for Uber's 180 days change. During the 180 days, the whole picture goal is to make meaningful changes to improve the driving experience.
At the highest level, the new driver side app is divided into two spaces: Driving(doing my business) and My Stuff(running my business).
For the overall new version of the app, we sent out questionnaires, did some user interviews with our drivers and serve as drivers by ourselves.
Based on the user research, when it comes to "my stuff" part, drivers have a variety of user needs related to both social and personal parts. Among all the needs, compliments need to solve the reputation part. The data shows that our drivers really want to know"what do others say about me?"
INSIGHTS-WHY HAVE COMPLIMENTS
There is a core user need for drivers to want to know how they are doing and what riders are saying about them. Positive rider interactions is also one of the most frequently cited reasons for why drivers continue to drive with Uber.
85% of ratings are 5-stars. Before compliments, there was no way for a rider to express why that rating was deserved.
And riders are not used to giving recognition to our drivers and there is not good-feedback mechanism.
We didn't do a good job
Only 16% of Drivers feel connected to Uber and 47% think Uber treats drivers like they are replaceable.
"When you show people you care, they’ll work so much harder for you, be more loyal to you.”
-Jared, Driver San Francisco
How might we make giving positive recognition an engaging and rewarding experience for riders and drivers?
Increase driver sentiment
Reduce Quality Defect Rate (non-5 star trips)
Reduce rate of negative sentiment (Rider-related)
Increase % of engagement with the profile (rider & driver)
Drivers feel recognized and motivated to continue driving and providing high-quality service
Compliments should remain a valued bedrock for driver profiles, and we should strive to see how we can embed connection into the product itself
Since this is the redesign for the driver side app, my focus was compliments in the driver side app. If we have any questions about the riders' experience, we also communicated with the rider side team.
What do drivers think about this whole experience?
Finding 1:Pride is buried under a number
Compliment buried under a number. Drivers sometimes just ignore the number and won't check their compliments. Also, drivers feed distracted when they see the new notification appears on the main screen.
Finding 2: Separated badges and notes is confusing.
Currently badges and thank-you notes are separated, which is very confusing because sometimes they may come from the same person.
Finding 3: Drivers don't like anonymity of the riders.
The minority of drivers who do not appreciate compliments cited anonymity of the "giver" coupled with lack of personalization and financial reward.
Not Just a Number
Drivers are real people with real lives, passions, and goals. We should not only show the numbers, but also put emphasis on the text of thank-you note.
Purpose & Pride
Work that you love to do must have personal and collective meaning. We aim to reduce confusion and provide as much recognitions as we can.
Human & Connected
Drivers care deeply about what riders think of them.Compliments should give the drivers a sense of community and make them realize that the work they have done is worth the time and effort.
Based on the findings, the main problem is:
1.Pride is buried;
2.Separated badges and thank-you notes is confusing;
3.Drivers don't like anonymity.
I talked with other designers about the finding #3: anonymity issue. Since it's related to some other products and issue, we decided to put it in the future strategy.
Currently, riders can give compliments in three different ways: 5-star rating, compliment badges and thank-you notes. However, each way is not mandatory which means the compliments can consists of various options. We need to first find a framework which is suitable for different situations. Here, I used a spectrum to do the exploration.
Everything is separate
The notifications are separated. Badges and notes both have a single page.
Users may feel happy to see positive compliments several times;
Users may ignore too many notifications.
Everything is one
One single notification to notify the users with everything related to compliments.
Compliments are clustered;
Some situations are difficult to handle.
Activity Feed+Trophy Shelf
This concept consists of two parts:activity feed and badge shelf page.
Extensibility(All the compliments can be combined in the activity feed)
Entry point of badge shelf is deeper and not obvious.
Some situations are difficult to handle.
Use tab to switch between compliments and badges.
Add a filter button so that the drivers can filter out the compliments they want to check.
After analyzing different framework and iterating on these ideas, we finalized the concept.
The finalized version is a combination of "everything is one" and "activity feed". It consists of compliment badges and compliment feed.
The compliments home page consists of compliment badges and compliment feed. I did some UX exploration for both badge area and the feed.
Compliments Badges Area
The first idea is about first show all the badges. However, it won't show any labels. When you hover on one, it will show you the description and the number of the badges.
The interaction way is difficult for first-time user.
The second idea is to show the badges and the label. Also make it scrollable.
If there is no compliment badges, an icon is used to represent thank-you notes.
If there is no thank-you notes, the text will be the title of the badge.
Feedback: the icon is not obvious.
If there is no thank-you note, it won't show it. An icon is used to represent the thank-you note.
Feedback:the alignment is strange and the date is not that important.
Use icons to represent different kinds of the compliments. Put the badges on the second line.
Feedback: different icons are confusing and badges should be more obvious.
Change the location of the date and change the forma of the date to make it lighter.
Feedback: The title is heavy and we should focus on the Thank-you notes.
After the exploration and iteration, we finalized the structure of the feed. We used quotation mark as the icon for only thank-you notes without badge
Title of Compliment(no compliment, no title)
Body of Thank-you Note
Timestamp on the right
COMPLIMENTS HOME UX EXPLORATION
BEFORE AND AFTER
Be a smart explorer
As a designer, we need to do explorations in different stages. Some methods are super helpful for exploring ideas. Don’t jump into a rabbit hole.
Think in system
Always think in forest, not a single tree. The feature you are designing is a part of a big system. We should also understand the need of the whole system and other features.
Also designers should think in pm and engineers’ perspectives.
Rhythm is important
Be super clear about when it’s the time to step back and when it’s the time to focus on details.
Also when it’s the time to strongly defend your own design ideas and when it’s the time to negotiate with other stakeholders.