Uber — Pickup Experience Redesign

Cutting cancellations and ETA inflation in dense pickup zones.

Role

Product Lead (Self-driven)

Timeline

2024

Framework

CIRCLES + JTBD

Prioritization

RICE

Problem

Pickup friction in dense zones (airports, malls) drove cancellations and ETA inflation, hurting both rider and driver experience.

Solution

Proposed ‘Pickup Pins’ with indoor zone selection and in-app nudges to align rider and driver at well-defined micro-locations; prioritized via RICE.

My contributions

• Mapped friction with CIRCLES + JTBD.
• Defined the Pickup Pin concept and supporting nudges.
• Built the experiment hypothesis and measurement plan.

Results & learnings

• Conceptual reduction in cancellations and ETA inflation at high-density pickup nodes.

Stack & methods