Uber — Initiated Transactions

This is an example of a fast-turnaround project, a 4 week research engagement with the intention of pinpointing pain points and inefficiencies within Uber's "miscellaneous payments" workflow (small payments made to earners outside of their typical income for things like getting cars detailed after riders get carsick in the backseat). I conducted a dozen virtual interviews across several LOB’s and held a full-day workshop on-sight leading to a database of insights. These were used to create personas of employees who made misc payments and a detailed journey map following the story of a driver and his various touchpoints in his quest to get compensated. I provided future state recommendations throughout the journey map as well, focusing on the biggest wins for the near term. The client stakeholder was able to use this research to greenlight further work to implement the recommendations I’d provided.