Uber

There is no doubt that Uber's success is largely due to the fact that the company uses
design thinking to improve user experience. With the help of this customer-centric approach the
idea to replace cabby blokes with ordinary and trustworthy people owning their own cars
resulted in a usable and convenient app we all love so much. More than 75 million people in 600
cities in 65 countries around the world use Uber, and for many, it has become the most familiar
mode of transportation. The main reason for the success of this online ride-hailing taxi app is its
unique business model that Uber managed to develop using a design thinking approach.

Putting themselves into their customers’ shoes allowed Uber’s team to define that the most
critical issue that influences the client’s final impression is the need to wait. That is why Uber
has given a lot of attention to this issue.
Let’s take a look at how with the help of a design thinking approach Uber managed to develop
the user experience that helps to cope with the problem of waiting and makes this application
impossible to give up.

 Eliminate inaction. The first thing that Uber’s design team did great is coping with
inaction with the help of interactive elements. In the example below, you may see how
Uber uses animations that entertain and inform the passenger while they are waiting for
the car.
 Make all operations clear and transparent. Uber deliberately demonstrates some
aspects of the work of the service. It helps users see that the company makes a lot of
effort to improve the experience of their customers. Thanks to this, people value the
product more and feel more satisfied.
 Show the goal. Most of all people want to know how much time is left before they reach
the goal. The closer the reward, the faster the user wants to get it. That’s why Uber
explains each step when the customer is waiting for the car, making people feel like they
are getting closer and closer to their goal.

The Uber app is designed to be as simple and user-friendly as possible, but we understand that
you might still run into problems from time-to-time. Whilst you can always get in contact with
us, we decided to create an Uber FAQ of the most common issues Uber riders encounter on our
platform.

Can’t log in to your Uber account?

If you’re struggling to log into your Uber account or can’t remember your password, it’s easy to
reset it. Simply head to the log-in page and select “Forgot password?” Type in your email, and
you’ll receive an email link to reset your password. 

Can’t request an Uber ride?

One reported Uber issue is being unable to request a ride – there are few reasons why this might
be happening, including:
  Payment for your last ride was declined – you will need to update your payment
methods and clear the balance before requesting a new ride

 Our service is not yet available in your city – check which cities we operate in to see if
our rides are available near you

 You need to verify your account information in the “Settings” section of the app

 No drivers are currently available – all you need to do is wait a short while before
requesting again

Ride cancellation charges

Change your mind on a ride? You can always cancel a ride after requesting, but you may be
subject to a cancellation fee to compensate the driver for lost time. This will be the case if: 

 You cancel the ride shortly after the driver accepts the trip

 Your driver cancels after waiting for you at the pickup location for some time

Unrecognized charges

An unrecognized charge will usually have an explanation: it might be the result of an

authorization hold, or maybe you were charged a cancellation fee you weren’t expecting.
Perhaps a friend of family member has taken on a ride on your account.