Name: Uber Reboot Puts a Strong Emphasis on the Driver
Uploaded: 2017-10-06
Duration: 2 min 52 s
Description: Primarily with Uber Pool.

[ MUSIC ] So around the turn of the year, we spent a lot of energy listening to drivers one on one, in groups, through surveys, and so forth, to really get a deep understanding of how we were doing. And what we found was frankly we weren't doing that well Drivers didn't feel like we were listening enough. Drivers didn't feel like the support was there for them on the platform. Drivers weren't satisfied with the number of key aspects to their earnings. And there were parts of our platform where we offered flexibility but we weren't fully delivering.' On that promise. We basically set out to, I say internally, just fix everything. [ MUSIC ] One thing we're really, deeply interested in, and have been working very hard at, is how do we transform the driver experience of Uber Pool for passengers? Passengers love the low price. They love the efficiency, but for drivers it's actually a lot of work and often quite stressful. And there are reasons for that. We really haven't invested or at least hadn't invested in the driver side of the pool experience. So we've got some interesting ideas about how we can improve in that area. We've launched tipping fairly quickly. I think we launched a pretty good product but there's a long way to go and we've made an amazing roadmap of improvements, both for drivers and for riders. I'll give you one example, there's a good bit of anxiety we've found on the riders side About the relationship between tipping and ratings and so we have some, I think great features coming out in the near term that will help address that and really eliminate any anxiety that writers have about of that relationship, so they can really rate and freely tip, and not feel like there is a driver Response that would be related to their actions in any way. What's the next step? For me, one big area that's worthy of deep thought is what is our long- term relationship with drivers look like? Let's pretend you're a teacher, and over the summer you wanna make some extra cash and you choose to drive with Uber. And then you stop driving with Uber once the school year starts, but then the next summer you start driving with Uber again. There are many, many people who actually have that kind of cyclical relationship with us over time. So what are the features? What are the products? What's the platform we can build in order to bring richness to that long term relationship? And particularly in a world where increasingly work is Going to be flexible. It's sort of aligned with what we call the gig economy structure. What does a deep support network look like for such people who are working in such an economy? Those are the kinds of questions or at least one set of question that I imagine we'll be thinking really hard about in 2018 and beyond. [ BLANK_AUDIO ]