The User Experience
Designing the Drive app with users in mind
What happens when Drivers contact UZURV with an app issue?
Their concerns go to Christina Huther and Chase Thompson, User Experience (UX) Designers for UZURV.
Huther and Thompson often chat with the Operations and Driver Success teams to ensure that UZURV’s apps are functional and provide value and enjoyment for those who use them.
“Driver Success and Operations talk with Drivers every day, so they have really good insight into what makes things difficult for Drivers,” said Huther in a recent interview with her and Thompson.
“And Drivers give our team new ideas about what could make the Drive app a better experience,” she continued.
Both Huther and Thompson regularly gather data on how the app is used and user preferences. This constant process of analysis, testing, feedback, and review is crucial in deciding what design elements and features belong in the app. It speaks to what works and what doesn’t – continuously improving the Driver experience.
Exploring the “Why”
Thompson and Huther consider Driver input when designing or updating app features. To do that, they start by being curious and asking questions.
“We ask a lot of ‘whys’ from our Drivers,” said Thompson. “The deeper we dig into why a Driver is having a problem, the more likely we’ll discover the root cause of why the app isn’t meeting their need.”
For example, a Driver may experience challenges finding rides in the Feed that work for them. To find the “why,” Huther and Thompson will look at the Ride Feed with the Driver and ask probing questions to learn more and identify hurdles.
From this conversation, they may learn that the Driver finds the Feed hard to see and scan. So to find the “why,” Huther and Thompson will follow up with more and more questions until they discover the root cause. Once they pinpoint it, they decide what design elements and features to update.
“Chase and I try to think about the teeny-tiny, nitty-gritty details of every process,” said Huther. “We agonize over making the app as intuitive and simple as possible so that our Drivers and Riders don’t have to work hard at using it.”
UX – Creating the User Experience
After Huther and Thompson design a new feature, they give it to the UZURV engineering team for development and then it goes through quality assurance testing. It may take months before a new feature is ready for release.
“A lot of collaboration goes into the work we do,” said Huther. “We talk to everybody at UZURV, and then we talk to people outside the company – all kinds of different people. For me, that’s one of the most joyful parts of the job.”
Huther and Thompson also design with accessibility in mind.
“It’s important not only to follow industry standards for people with physical disabilities, hearing impairments, visual impairments, cognitive impairments, etc. – but it’s also vital to test the app with users,” said Thompson. “Christina and I invite riders to the office to watch how they interact with our app. It’s really eye-opening.”
The UZURV Drive and Ride apps are designed to meet Web Content Accessibility Guidelines, which provide the international standard for making web content more accessible to people with disabilities.
“Every app you build needs to be accessible. That should be your goal, no matter what,” Huther added. “See people with disabilities as your audience – not as a special case.”
In-person Feedback at Events
In addition to contacting Operations and Driver Success with app feedback, Drivers are encouraged to attend in-person or online UZURV Meet-and-Greet events.
“I want drivers to be really excited about coming to meet the UX team at events,” said Huther. “We go to a lot of Meet-and-Greet and Driver Appreciation events just to hear from our Drivers about their experience with the app.
“Come out and talk to us!” she offered.
In case of an accident - Safety First
Here are some important safety reminders about what to do in an accident.
- Prioritize safety. Don’t do anything to jeopardize anyone’s well-being.
- Do not follow individuals who flee the scene of an accident.
- Stay calm and assess the scene for an emergency. Ensure you and your rider are not in danger.
- Contact authorities and UZURV Operations immediately once you and your riders are safe.
- Gather information – insurance, license plate numbers, witnesses, etc. – when it can be done safely.
- Rely on the police and EMS to take appropriate actions.
🚘 First & foremost – ensure you and your riders are safe! 🚘
Driver Superstar!
“The rider’s daughter wanted to compliment Driver Rashawnda Alderman. Her mother was transported by a very friendly and nice driver. She believes that this driver deserves to be recognized for such good service provided to her mother.”
⭐ Fantastic job, Rashawnda! ⭐
In the news....
UZURV was recently mentioned in Metro Magazine’s article, The Paratransit Evolution is Here, But Where is it Headed?. UZURV and transit partner IndyGo were cited as being at the forefront of paratransit evolution.
The article stressed the need for more accessible, adaptable paratransit programs throughout the country. It also covered the financial challenges cities face when implementing paratransit programs and meeting ADA compliance requirements.
Read more at this link and learn about UZURV’s part in providing paratransit today and what the future holds for the industry.
Questions or Comments?
Contact support@uzurv.com using the email you use with your app. We’re always happy to hear from you!