Uber- Redesigning waiting room experience (Ongoing)
Skills:
Usability Testing / Product Design/ User Research
Team:
Ruohan Li Annie Huang Alex Foster Zhian Hu
Duration
Jan. 2026- March. 2026
Stakeholder:
Uber, HCDE 517: Usability Testing
Project Overview
This project examines how riders experience and navigate uncertainty during the waiting phase of Uber rides, using real-world usability testing to identify breakdowns and opportunities for clearer, more trustworthy interactions. The project is sponsored by Uber, collaborating with UW HCDE's 517: Usability Testing Course.
The Problem
1. Consistency and Standards in Waiting Phase
Using the word "Congratulations!" implies a successful outcome. This creates a false sense of completion when the user is actually still in a waiting state.
The phrase "Confirming your ride" is used while the system is still searching. This creates a mismatch with the real world; in a user's mind, "confirming" happens after a match is made, not during the search.
The UI simultaneously tells the rider it is "looking for a ride" and "confirming one." This violates the principle of clear system status, leaving the user unsure of exactly what stage the process is in.
2. User Control in Pick-up Page
Lack of "Something is Wrong" Options: When a driver arrives, users have limited control if the situation feels incorrect.
Inability to Address Common Errors: The system does not provide easy paths for intervention in scenarios where the driver is on the wrong side of the street, the pickup point is unclear, or the app shows "arrived" while the vehicle is facing the wrong direction.
Communication Barriers: There is a noted need for better opportunities for driver-rider communication to resolve these "something feels off" moments before a ride is canceled or abandoned.
User Task
1. Confirm the ride and wait to be assigned a ride
Goal:
Understand how participants interpret commitment and expectations during the wait for the system to find him/her a ride. Verify if the ‘finding a ride’ status information is conveyed clearly to the riders.
User Success Metrics:
Participants can clearly explain what they expect to happen next and what they’ve committed to
2. Send a message to a friend
Goal:
Understand participants’ perception of ETA and how they communicate it with others over text.
User Success Metrics:
Participant is able to send a message to a researcher with the time of their
3. Monitor the app while the driver is on the way
Goal:
Observe how participants track progress and manage uncertainty
User Success metrics:
Participant understands where the driver is and what they should do while waiting
Usability Testing Plan (Ongoing)
We will send out an initial survey to potential participants before the usability test. During the study, we will have them perform various think aloud tasks and answer some comprehension testing questions to see how participants understand what is happening while waiting for the rider. After the test, we will conduct a debrief interview in the Uber ride for participants to elaborate on their thoughts.
In Progress