{"id":90971,"date":"2024-03-22T18:04:11","date_gmt":"2024-03-22T18:04:11","guid":{"rendered":"https:\/\/uzurv.com\/?post_type=newsletter&p=90971"},"modified":"2025-12-09T10:57:13","modified_gmt":"2025-12-09T15:57:13","slug":"driven-03-22-24-the-user-experience","status":"publish","type":"newsletter","link":"https:\/\/uzurv.com\/newsletter\/driven-03-22-24-the-user-experience\/","title":{"rendered":"The User Experience"},"content":{"rendered":"

[vc_row row_height_percent=”0″ back_color=”color-gyho” overlay_alpha=”50″ gutter_size=”3″ column_width_percent=”100″ shift_y=”0″ z_index=”0″ content_parallax=”0″ uncode_shortcode_id=”156549″ back_color_type=”uncode-palette”][vc_column width=”1\/2″][vc_custom_heading text_color=”color-prif” text_font=”font-555555″ text_size=”fontsize-892903″ text_weight=”500″ text_transform=”uppercase” uncode_shortcode_id=”174146″ text_color_type=”uncode-palette”]Team Spotlight[\/vc_custom_heading][\/vc_column][vc_column column_width_percent=”100″ align_horizontal=”align_right” gutter_size=”3″ overlay_alpha=”50″ shift_x=”0″ shift_y=”0″ shift_y_down=”0″ z_index=”0″ medium_width=”0″ align_mobile=”align_left_mobile” mobile_width=”0″ width=”1\/2″ uncode_shortcode_id=”187677″][vc_column_text uncode_shortcode_id=”819315″]03.22.24[\/vc_column_text][\/vc_column][\/vc_row][vc_row row_height_percent=”0″ back_color=”color-gyho” overlay_alpha=”50″ gutter_size=”3″ column_width_percent=”100″ shift_y=”0″ z_index=”0″ content_parallax=”0″ uncode_shortcode_id=”299137″ back_color_type=”uncode-palette”][vc_column column_width_percent=”100″ gutter_size=”3″ overlay_alpha=”50″ shift_x=”0″ shift_y=”0″ shift_y_down=”0″ z_index=”0″ medium_width=”0″ mobile_width=”0″ width=”1\/1″ uncode_shortcode_id=”208156″][vc_icon icon_image=”90972″ media_size=”100″ text_font=”font-388954″ text_size=”fontsize-189434″ uncode_shortcode_id=”172771″ title=”The User Experience”][\/vc_icon][vc_custom_heading text_color=”color-210407″ heading_semantic=”h4″ text_font=”font-555555″ text_size=”fontsize-892903″ text_weight=”700″ uncode_shortcode_id=”169607″ text_color_type=”uncode-palette”]<\/p>\n

Designing the Drive app with users in mind<\/span><\/p>\n

[\/vc_custom_heading][vc_column_text uncode_shortcode_id=”116998″]What happens when Drivers contact UZURV with an app issue?<\/p>\n

Their concerns go to Christina Huther and Chase Thompson, User Experience (UX) Designers for UZURV.<\/p>\n

Huther and Thompson often chat with the Operations and Driver Success teams to ensure that UZURV\u2019s apps are functional and provide value and enjoyment for those who use them.<\/p>\n

\"huther_c\"
Christina Huther<\/figcaption><\/figure>\n

\u201cDriver Success and Operations talk with Drivers every day, so they have really good insight into what makes things difficult for Drivers,\u201d said Huther in a recent interview with her and Thompson.<\/p>\n

\u201cAnd Drivers give our team new ideas about what could make the Drive app a better experience,\u201d she continued.<\/p>\n

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 \u2013 continuously improving the Driver experience.<\/p>\n

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Exploring the “Why”<\/strong>
\nThompson and Huther consider Driver input when designing or updating app features. To do that, they start by being curious and asking questions.<\/p>\n

\u201cWe ask a lot of \u2018whys\u2019 from our Drivers,\u201d said Thompson. \u201cThe 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.”<\/p>\n

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.<\/p>\n

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.<\/p>\n

\u201cChase and I try to think about the teeny-tiny, nitty-gritty details of every process,\u201d said Huther. \u201cWe 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.\u201d<\/p>\n

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UX – Creating the User Experience\u00a0<\/strong><\/p>\n

\"Chase
Chase Thompson<\/figcaption><\/figure>\n

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.<\/p>\n

\u201cA lot of collaboration goes into the work we do,\u201d said Huther. \u201cWe talk to everybody at UZURV, and then we talk to people outside the company \u2013 all kinds of different people. For me, that\u2019s one of the most joyful parts of the job.\u201d<\/p>\n

Huther and Thompson also design with accessibility in mind.<\/p>\n

\u201cIt’s important not only to follow industry standards for people with physical disabilities, hearing impairments, visual impairments, cognitive impairments, etc. \u2013 but it\u2019s also vital to test the app with users,\u201d said Thompson. \u201cChristina and I invite riders to the office to watch how they interact with our app. It’s really eye-opening.\u201d<\/p>\n

The UZURV Drive and Ride apps are designed to meet Web Content Accessibility Guidelines<\/a>, which provide the international standard for making web content more accessible to people with disabilities.<\/p>\n

\u201cEvery app you build needs to be accessible. That should be your goal, no matter what,\u201d Huther added. \u201cSee people with disabilities as your audience<\/em> – not as a special case.\u201d<\/p>\n

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In-person Feedback at Events<\/strong>
\nIn addition to contacting Operations and Driver Success with app feedback, Drivers are encouraged to attend in-person or online UZURV Meet-and-Greet events.<\/p>\n

\u201cI want drivers to be really excited about coming to meet the UX team at events,\u201d said Huther. \u201cWe go to a lot of Meet-and-Greet and Driver Appreciation events just to hear from our Drivers about their experience with the app.<\/p>\n

\u201cCome out and talk to us!\u201d she offered.[\/vc_column_text][vc_separator sep_color=”color-prif” uncode_shortcode_id=”207682″ sep_color_type=”uncode-palette”][vc_icon icon_image=”87155″ media_size=”100″ text_font=”font-388954″ text_size=”fontsize-189434″ uncode_shortcode_id=”350799″ title=”In case of an accident – Safety First”][\/vc_icon][vc_column_text uncode_shortcode_id=”249971″]<\/p>\n

Here are some important safety reminders about what to do in an accident.<\/p>\n