The rating system in applications like Lyft are flawed. The standard within the systems are conflicting with the user’s mental model of rating systems, extreme ratings have too much impact on the drivers overall rating, drivers get low rating because of reason unrelated to them, and drivers don't get feedback about low ratings.
With this in mind, we created a new rating system as an alternative to the current 5 star rating that would better fit the needs of the drivers as well as the mental model of the customers.
My contribution on this 3 week project was in user research, usability testing, prototyping and storyboarding.
For this project, we created a video to summarize our findings and how it led us to our final design.
This project was a challenging project but it is also one that I felt the most success in. I learned a lot about the UX process as well as myself because of it. how to conduct usability testings and the importance of balancing the focus between all the users (drivers and customers). The problem frame for this project constrained us in many directions, but this allowed me to practice thinking out of the box. It was difficult to be creative in such a constraining environment, however, it forced me to research and find inspirations from places that I didn't think would.
The benefit of realignment was one of the most impactful lessons I learned from this project. Our team had to completely scratch out our initial idea mid-way through the project and started something new as a result of gaining new insights from the users. The ability to recognize flaws within our original idea and not getting attached to them was the most important lesson I took away from this project. What I also realized is that with a positive attitude and enthusiasm, we can achieve so much in a small amount of time. We were able to finish process of re-discovery, ideation, evaluation within just a few days!
Through this project, I have gained confidence and understanding about how I want to critically approach problems in the future and I am excited to continue working on projects next semester!
PRIMARY & SECONDARY RESEARCH
Through online forums, we were able to get an understanding of general struggles of drivers of both Lyft and Uber and the nature of the rating systems that exists within the application. We also conducted interviews to validate these findings. We interviewed 4 Lyft/Uber drivers and 8 application users about their experience and opinions about the rating systems on the application. The results are as follow:
We created questions to see how users (customers and drivers) would react to the new system and design. The overall feedback was good. Both customers and drivers liked the solution that was designed.
After participating in the in-class critique session we realized that our design is too complicated and required extensive explanation in order for our classmates and professor understood what we designed.