Uber Eats: UX Lead
SUMMARY
I helped Uber’s food delivery platform, Uber Eats, scale from 22 to 120+ cities by improving the onboarding and in-app experiences for couriers, drivers and diners. I also pitched a philanthropic food donation program to executives and launched in 6 cities.
MISSION
Grow and retain a network of reliable and motivated delivery partners to help Uber Eats scale.
CONTEXT
$3B gross revenue from delivery (10% of rideshare)
Scaled Uber Eats from 22 cities to 120 cities; 20,000 to 80,000 restaurants
Millions of meals and thousands of new couriers a week
SUCCESS METRICS
Marketplace supply/demand for <30 minute delivery time
Reliable pickup and drop-off (low defect rates)
Courier happiness (Earnings, NPS)
Restaurant and Diner (NPS)
RESEARCH
Identify painpoints and opportunities of a 3-sided marketplace
6 cities (New York, Los Angeles, Denver, Tokyo, Mexico City, Bangkok)
Initiated Uber Eats “Ridealong” program
VR 360 Research capture
STRATEGY
Organized strategy sprint, product audit, and vision ideation sessions to plan the 3-year strategy for the courier experience.
DESIGN
Led a cross-functional team from vision to feature-level experiments and releases, culminating in a first-class courier experience within a major redesign of the Driver app.
Accountable for vision definition and design roadmap for experiment rollout and follow-on features
Coordinated vision and planning with 5 product teams, 2 other design leads, upper management
Led workstream of 5 designers (UX/UI, illustration) and writer
IMPACT
3-year Vision
Launched: in-app experiments and feature releases of new courier experiences
Launched: full redesign of Driver app w/ integrated courier experiences (cross-org collaboration)
