The Short + Sweet Story:
I joined the Courier Engagement team on Uber Eats after more than three years on the Rides side of the business. What I enjoyed about working on this team is that we often measured success by metrics that were harder to quantify, like engagement and empathy.
Our projects gave me an opportunity to dive more into the psychology of how people work and why they do the things they do. How might we increase empathy for our couriers? What are emotional reasons why users would add tips to their order? In which ways could we connect all sides of our marketplace (Merchant, Consumer, Courier)?
TL;DR of What I did:
Increased tipping amounts, tipping frequency, and user empathy for Couriers
Ran a design sprint to refresh the Courier team vision - which was a new learning moment for all of us, since it was the first time conducting a full remote sprint during the pandemic
Since our team was responsible for tipping, I worked closely with the larger Uber Eats design team to integrate new designs and frameworks into the checkout flow, with guardrail metrics to ensure that tipping numbers didn’t drop
