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A concept design to reduce driver-side ride cancellations in the Uber app

PROBLEM STATEMENT

Driver cancellations after accepting a trip are one of the most frustrating experiences for riders and a major threat to platform reliability. It costs Uber money, time, and, critically, customer loyalty.

Metric Impact: High D-Cancels lead to increased rider wait times and lower user satisfaction scores.

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OUR GOAL

Create a transparent and encouraging driver interface that empowers drivers to make an informed decision before accepting a ride, thereby reducing post-acceptance cancellations by 25%.

RESEARCH & DATA ON DRIVER CANCELLATION 

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DRIVER INTERVIEW INSIGHTS 

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DRIVER INTERVIEW INSIGHTS 

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USER BEHAVIOUR ANALYSIS

Cancellation Decision-Making Happens in 3 Stages are:

Stage: 2

Uber driver before accepting the ride

Drivers see very limited information:

  • Pickup distance

  • basic pricing

Drivers see very limited information:

  • Accept instantly

  • Then check full details

  • Then cancel if the trip doesn’t fit their goals

This is the key behaviour behind most cancellations.

Stage: 1

Stage: 3

After They Accept the Ride

Drivers cancel because:

  • Pickup is too far

  • The fare is too low

  • The destination is in an unsafe or difficult area

  • Rider is unresponsive

  • Traffic is high

  • They are waiting too long at pickup

Drivers cancel within the first 30–60 seconds after accepting.

Pickup Time

The likelihood of cancelling increases if:

  • Pickup is at a gated society

  • Pickup is hard to locate

  • Rider’s phone is unreachable

  • Traffic makes reaching the rider slow

  • Rider is taking too long to arrive

OPPORTUNITY AREAS (FROM BEHAVIOR INSIGHTS)

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PROBLEM FRAMING (HOW DRIVER CANCEL)

Current steps for initiating the cancellation

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UX HYPOTHESIS

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Transparency

Showing “essential trip preview” (pickup distance, trip direction category, estimated earnings range) before accept → reduces cancellations.

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Preference matching

Showing “essential trip preview” (pickup distance, trip direction category, estimated earnings range) before accept → reduces cancellations.

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Incentive alignment

Showing “essential trip preview” (pickup distance, trip direction category, estimated earnings range) before accept → reduces cancellations.

USER FLOW (DRIVER SIDE)

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DRIVER JOURNEY MAPPING

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USER FLOW (DRIVER SIDE)

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REDESIGN TRIP CARD

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If users don’t like the default trip, they can view more options by tapping ‘Next Trips.
 

Highlights: Default trip shows the best option; others are listed in descending order from best to least suitable

New Design

Existing Design

ADDED RIDE PERFORMANCE DASHBOARD FOR DRIVER

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Through this design approach, drivers can track their performance, which encourages them not to cancel rides.

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This screen will appear after a trip is completed, and drivers can also access it anytime from their earning page.

PREFERENCE SETTINGS

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Users can set their preferences anytime under the Profile → Preferences tab.

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Based on what they set here, their trip suggestions will be filtered and matched accordingly

Thankyou!

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