Lyft projects

Overview

As a part of the Product Design team at Lyft, I worked with a team of five to design the overall Lyft experience for millions of drivers. My specific focus was leading all driver earnings and incentive work, which spanned web, iOS and Android platforms. This resulted in 10+ core driver features, many of which directly contributed to aggressive Lyft growth efforts. I received regular feedback from other designers, and closely collaborated with user researchers, product managers, and engineers.

Throughout these projects, I've been a big advocate for better process and implemented a series of measures to encourage more cross-functional collaboration. This included better hand-off practices, earlier communication and brainstorming with product teams, and working closely with user researchers to socialize research findings more extensively.

The following is a snapshot of some of my favorite Lyft projects. Project details are confidential, but full project walk-throughs are available in person.

Role

UX Design
Visual Design
User Research
Project Management

Collaborators

User Researchers
Product Managers
Client Engineers

Timeline

2015 - 2017

Heads Up Display

Overview

Lyft drivers participate in a variety of bonus and incentive programs. In an effort to reduce anxiety around incentives and increase driver motivation, we wanted to find a way to provide in-app feedback about bonus progress and achievements.

This was a design-driven project that ended up saving Lyft millions of dollars per quarter, is very popular with drivers, and proved to be a scalable system that we were able to build off of for the next year and a half.

Role

UX Design
User Research
Product Strategy

Collaborators

User Researcher
Product Manager
Client Engineers

Timeline

V1 launched in mid-2016
Ongoing project in 2017

Michelle has an incredible ability to take a complex product area and create elegant, simple designs. As a UX Researcher I couldn't have asked for a better design colleague, who not only highly values research but helps to give visibility to the research findings. She went out of her way to connect me with the right people in product and engineering to present findings and build empathy for drivers. Read more.
Lyft UX Researcher

Power Zones

Overview

We wanted to create an incentive that would help drivers know when to drive, be easy to understand, and would allow markets to distribute drivers effectively. Power Zones was a cross-functional effort that resulted in every major market adopting it.

Role

UX Design
User Research
Product Strategy

Collaborators

User Researcher
Product Manager
Client Engineers

Timeline

V1 launched in late 2016
Ongoing project in 2017

Driver Earnings Experience

Overview

Earnings information is incredibly important to drivers, and drivers are tracking a wide range of information in an effort to understand a full picture of their earnings. Before the design team got involved, the driver earnings experience consisted of an assortment of unfinished features spread out across e-mail, SMS, the app, and a web dashboard. My role was to establish an over-arching point of view for the driver earnings experience, and work cross-functionally to break this down into manageable projects.

This effort turned into 8+ projects spread across 4 product teams. Improving the earnings experience not only helped increase driver trust in our platform, it established a scalable system that made it easier to iterate on future projects.

Role

UX Design
User Research
Product Strategy

Collaborators

User Researcher
Product Manager
Client Engineers

Timeline

8+ projects
2016 - 2017

Driver Repositioning

Overview

Drivers don't always know where to drive, or might be frustrated that the app isn't giving them ride requests. Repositioning is a feature that serves up suggested areas that may have more ride requests. Since this prompt pops up during the driving experience, we utilized a series of safety and accessibility features including text-to-speech, large font sizes, high contrast, and a hands-free dismiss option.

This project was one of the few at Lyft where I was able to collaborate closely with another Product Designer throughout.

Role

UX Design
User Research

Collaborators

Product Designer
User Researcher
Product Manager
Client Engineers

Timeline

Launched in mid-2017
4 week project

Michelle is one of the most talented designers I have had the pleasure of managing and working with. She was responsible for introducing and implementing new processes to the design org, to help the team work more effectively with our cross-functional stakeholders. The Product Managers and Engineers she worked with always had nothing but highly positive things to say about their experience working with Michelle. Read more.
Lyft Design Manager

Driver Venues

Overview

Certain large venues, like airports, require drivers to stay in a specific lot while they wait for rides. Drivers need to get feedback about how this system works and feel like they are being dispatched fairly when new rides are requested.

Role

UX Design
User Research

Collaborators

User Researcher
Product Manager
Client Engineers

Timeline

Launched in early 2016
4 week project

Passenger airport pickups

Overview

Complicated venues, like airports, cause confusion for drivers and passengers during the pickup process. This two-sided project addressed both driver and passenger concerns by providing better in-app feedback and reducing anxiety for users.

Role

UX Design
User Research

Collaborators

User Researcher
Product Manager
Client Engineers

Timeline

Launched in late 2015
4 week project

Driver Ride History

Overview

Drivers want to be able to check their most recent rides, especially in cases where something problematic happened in a ride or they feel that Lyft didn't pay out properly. This project incorporated ride history into the in-app earning experience, giving drivers easy access to detailed ride information and actionable buttons like contacting support.

Role

UX Design
User Research
Product Strategy

Collaborators

User Researcher
Product Manager
Client Engineers

Timeline

Launched in early 2017