Lyft Driver: Highly-rated passengers

We wanted to create a way for newly-onboarded drivers to choose who they received ride requests from for their first week. We wanted to ensure that new drivers felt confident on the road and felt better prepared by making deliberate choices on who they gave rides to  This project was a highly collaborative effort between myself, a UX researcher, and the driver onboarding product designer.

Highly-rated passenger vs. Experienced passenger

I worked with the UX researcher and the product team to create some mockups for user testing between “highly-rated passenger” and “experienced passenger”. Our goal was to set accurate expectations on what kinds of passengers a new driver could get but not make this sound overly appealing as this option was only available for their first week of driving. We also wanted to check if we needed to provide definitions of these types of passengers or if it was self explanatory.

After user testing came back, we landed on using a short definition of “highly-rated passenger” to better set expectations.

Since this option was only available for one week, we needed to be mindful of how we let drivers know that their first week was up and they’d be taking all requests from all passengers from then on. We worked with the safety team and found that drivers felt more confident taking rides after being reminded that safety tools were built into the app and were always available for them.