For two and a half years, I worked as a Senior UX Writer at Uber. I primarily supported the driver team. One of my key projects was a repository of learning materials for new Uber drivers. I wrote articles, video scripts, and tooltips to make the first 30 days of driving with Uber a smooth experience.
Uber Driver Basics
The first part of this project was to develop carefully timed, in-app tips to guide new drivers. These tips start the moment they sign up to drive, and continue through their first trips and earnings.
I understood the pain points of driving for the first time from talking to drivers. I conducted interviews by-phone and at Uber hub offices. I wrote our new tip set to address the most confusing moments within the user experience.
The next step was to create a new learning center, titled Driver App Basics. In this new help area, drivers can read short articles and watch videos that walk them through their first days with Uber. This material can be accessed anytime through a personalized in-app driver inbox, or on the web at uber.com.
I wrote the content in Driver App Basics to act as a replacement for less reliable methods of driver education. I wanted drivers to come to Uber first, instead of various other third-party websites and YouTube channels.
Articles are accompanied by matching videos filmed in Cape Town, South Africa. I had a blast watching my scripts transformed into real-life short films to aid drivers. Check out a couple of the videos, and then take a look at the full case study if you’re interested!