How can we reduce anxiety in uber delivery drivers - An Usability testing research case study

This case study explores how to make the delivery experience less daunting for Uber Eats drivers. The research was conducted in Melbourne as part of a research internship, during which I personally worked as a delivery rider to gain firsthand insights.

Research Methodology

• Quantitative Study: 20 participants

• Qualitative Study: 5 participants through 1:1 conversations

• Study Type: Generative study

Data Collection:

• Posters were put up in popular driver areas to recruit participants.

• Surveys and interviews were conducted to validate assumptions and gather new insights.

  

Short overview of the survey:

as i had worked as a delivery driver for almost a month now, I had a hypothesis regarding the pain points of the whole experience

Journey Mapping

To provide a detailed view of the delivery driver’s experience, highlighting key stages and emotional states.

Core Pain Points while accepting orders

Business goals w.r.t delivery riders

Learnings and Takeaways

• There is a fundamental tension between maintaining ethical practices and maximizing profit. Ensuring a seamless user experience for delivery riders can conflict with the business goal of rapid and efficient deliveries.

• Putting myself in the shoes of the delivery riders provided invaluable insights that might not be captured through traditional user feedback methods.

• The main takeaway is the challenge of prioritizing end customer satisfaction while also addressing the needs of delivery riders.

• Several potential improvements were identified ,these solutions aim to reduce the cognitive load on riders and enhance their overall experience, potentially leading to better service for end customers.