DESIGN METHODS AND REPORT BY:

SHIVANSHU GUPTA (95)

METHODOLOGY
RUDRANSH SINGH (81)

REPORT ON UBER APP: ENHANCING USER EXPERIENCE AND

OPERATIONAL EFFICIENCY

AEIOU
The report delves into the user experience
associated with the utilization of the Uber app,
examining its functionality and underlying
framework. It investigates how users interact with
the app and explores the mechanisms driving its

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operation.

ACTIVITIES

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TRIP: users can book a cab for immediate
or future rides, can select different types
of vehicles.
TRACKING: Users can track the location of their
booked cab in real-time and can contact the
driver.
PAYMENT METHOD: Users can make
ENVIRONMENT
payments for their rides through various UBER APP: The cab booking app is
methods like credit/debit cards, mobile primarily accessed through
wallets, or cash. smartphones or tablets and available
RATING: Users can rate their drivers and on many platforms like iOS and
provide feedback after completing the ride. Android.
INTERNET CONNECTIVITY : The
app requires a stable internet
INTERACTIONS

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connection for booking, tracking,
and payment functionalities.
USER TO APP: Users interact with the app through GEOGRAPHICAL LOCATION: The
the user interface, performing actions like entering app operates in specific geographical
pick-up and drop-off locations, selecting ride regions where the cab service is
options, and confirming bookings. available.
USER TO DRIVER: Users communicate with
drivers through the app for coordination and
navigation purposes.
USER TO CUSTOMER SUPPORT: Users can
contact customer support within the app for
assistance with bookings, payments, or complaints.
OBJECTS

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USER PROFILE: Contains personal information, payment

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methods, and ride history.
MAP INTERFACE: Displays the user's current location, available
cabs nearby, and the route for the booked ride.
BOOKING OPTIONS: Allow users to specify ride preferences
like cab type, fare estimate, and ride-sharing options.
PAYMENT GATEWAY: Facilitates secure transactions for ride
payments.

USERS
PASSENGERS: Individuals who book rides through the app for personal or business travel.
DRIVERS: Individuals who provide transportation services through the app.
CUSTOMER SUPPORT:* Representatives who assist users with inquiries, issues, or complaints.
ADMINISTRATORS: Manage the overall operation of the app, including driver recruitment, user
support, and system maintenance.
CONTEXTUAL INQUIRY
Uber and Ola Cabs are
prominent cab booking apps in
India, offering services like cab
booking, ridesharing, and food
delivery.
These tech giants
engage in constant
competition to attract
and retain users,
reflecting the
increasing demand for
their services.
This research paper presents
findings from an extensive study
on cab booking in India, aiming to
understand the perceptions and
behaviors of Indian users,
particularly those using Uber and
Ola Cabs.

The objective is to Work models are

empathize with Indian cab
users, including both drivers
and travelers, by delving
into their challenges and
frustrations.
The study utilizes the
developed based on the
ethnographic approach of
insights gathered, with the
Contextual Inquiry to gather
intention of addressing
insights into the real-world
user needs and enhancing
experiences of users interacting
the user experience in the
with cab booking apps.
cab booking domain.

QUALITATIVE FINDINGS FOR THE APP:

USER EXPERIENCE (UX) DESIGN: Users often praise the intuitive and user-friendly interface
of the Uber app. Its ease of use for booking rides, tracking driver location, and payment
processing contributes significantly to customer satisfaction.

CUSTOMER SUPPORT: Feedback on customer support tends to be mixed. Some users report
satisfactory resolutions to their issues, while others experience difficulties in communication
and getting timely assistance.

SAFETY FEATURES: The in-app safety features, such as sharing ride details with trusted
contacts, real-time location tracking, and the SOS button, are often highlighted as positive
aspects. However, perceptions of safety can also be influenced by individual experiences and
incidents reported in the media.

QUANTITATIVE FINDINGS FOR THE APP:

USER BASE AND DOWNLOADS: Uber has millions of users worldwide and has been
downloaded hundreds of millions of times across various app stores. These figures are a
testament to its global reach and popularity.

REVENUE: Uber generates billions in revenue annually, derived from its core ride-sharing
services as well as from other ventures like Uber Eats. Revenue trends can provide
insights into the company’s growth and market dynamics.

CUSTOMER RATINGS: On average, drivers and rides have high ratings, indicating general
customer satisfaction. These ratings are vital for maintaining service quality and trust
within the app’s ecosystem.

REPORT BY: SHIVANSHU GUPTA (95) AND RUDRANSH SINGH (81)