How user research help Uber uncover the real reasons behind driver churn and save millions
In our project aimed at reducing churn on the ride-sharing platform, we initially believed that offering incentives would effectively retain drivers, based on the quantitative data that monetary rewards were the primary factor. However, the results were disappointing.
Recognizing the needs for deeper insights, we conducted in-depth interviews with drivers. This revealed the true reasons behind their churn: it wasn't about the amount of money; it was about the predictability of their payments. Frequent adjustments to the incentive structure created mental stress and uncertainty, making drivers anxious about potential fluctuations in their earnings.
This understanding prompted us to redesign our payment frequency and predictability to enhance driver satisfaction and increase retention.
One Full Day Course/Person
US$399.00
- Comprehensive, full-day training on user-research techniques.
- Hands-on learning: conduct user interviews, gather insights, and drive decisions.
- Real-world examples and exercises tailored to your organization.
- Equips teams to create user-centered strategies that boost satisfaction and product alignment.
*Maximum 24 people
other Qurious training
Customer Experience & Service Design
Customer Experience & Service Design
Customer Experience & Service Design