user research

Uber Magic 2.0: Perfecting the pickup for the Rider app redesign by Simon Pan

Uber Magic 2.0: Perfecting the pickup for the Rider app redesign by Simon Pan

"Poorly-formed rendezvous plans cause downstream pickup problems... consisting of inaccurate locations, ambiguous information and inefficient routes which cause confusion. Ancillary communication and additional physical effort is required from Riders and Drivers to recover, which leads to frustration and wasted time..."

How to Conduct Customer Interviews (Even When You Don’t Have Customers) by Thomas Carney

How to Conduct Customer Interviews (Even When You Don’t Have Customers) by Thomas Carney

"the crux of interviewing your target audience in person, or by phone: you’ll uncover that you don’t know what you don’t know."