The problem

Uber offers a robust set of safety tools. However, users have demonstrated low familiarity with these features and are generally unaware of what these features do and where they can find them.

Safety checkup was devised as a solution to help users better understand and opt into our safety offerings.

The problem

Safety check up is a gamified experience on the Uber app where Riders can learn about safety offerings on that platform and opt in to available safety tools.

Role: Design lead + Original concept | Company: Uber

The problem

Uber offers a robust set of safety tools. However, users have demonstrated low familiarity with these features and are generally unaware of what these features do and where they can find them.

Safety checkup was devised as a solution to help users better understand and opt into our safety offerings.

The problem

Uber offers a robust set of safety tools. However, users have demonstrated low familiarity with these features and are generally unaware of what these features do and where they can find them.

Safety checkup was devised as a solution to help users better understand and opt into our safety offerings.

Creating safety AWARENESS

The first step was to let users know where to find their safety tools while on a trip.

Reducing apprehension

Next, we focused on reducing apprehension and building user confidence by helping educate users on what happens when you tap on core safety features.

The right tool for the right time

We also wanted to ensure that riders had the knowledge of which tool to use at the right time and call out the differences between the options available.

Situational awareness

We also wanted to help users understand what to do if there is an issue that happens while on the trip, but the user doesn't need immediate intervention. This helps to remove drivers who violate Uber's safety policies from the platform.

Review

Finally, we give users a quick overview of what they've just seen to reinforce the iconography and make it easier for them to recall which options to use if ever they need help while using Uber.

Results

Safety Checkup has been rolled out to 100% of XP markets (USA, Canada, Brazil, Mexico, Costa Rica, Peru). The team has seen significant increases in safety awareness and usage of features mentioned in the safety walkthrough and higher audio recording setup rates across markets.

Key metrics (United States): 

  • Emergency assistance awareness increased by +3 ppt

  • Trusted Contact Opt-in increased by +110.04%

  • Emergency Contact Opt-in increased by +119.27%

  • PIN verification opt-in increased by +22.43%

  • Audio recording setup rate increased by +16.42%PIN Verification opt-in lift of 17.4% (stat stig).