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Safer Waiting for Riders: Deep Dive into Uber's UX

Safer Waiting for Riders:
Deep Dive into Uber's UX

Role

Product Designer

team

Just Me!

EXPERTISE

UX/UI Design

tIMELINE

2 months

The Basics:

The Basics:

What does Uber already offer?

Uber has made significant safety advancements for riders: location sharing, ride tracking, driver ratings, and emergency calling features. However, there is still a gap in the pre-ride phase:

Anxiety during wait times is rarely addressed
Visibility, safety cues, and environmental awareness are limited
Riders often check other apps for nearby stores or street activity

This left an opportunity to improve rider comfort and perceived safety in the minutes between booking and pickup.

User Research:

Understanding rider fears and behaviors

I conducted 10 short interviews and 2 survey blasts (50+ responses).

Some key patterns emerged:

Understanding rider fears and behaviors

I conducted 10 short interviews and 2 survey blasts (50+ responses).

Some key patterns emerged:

Understanding rider fears

and behaviors

I conducted 10 short interviews

and 2 survey blasts (50+

responses).

Some key patterns emerged:

73% feel anxious waiting alone at night

73% feel anxious waiting

alone at night

60% said they switch to Google Maps or Apple Maps to look for nearby stores or landmarks

60% said they switch to Google Maps

or Apple Maps to look for

nearby stores or landmarks

60% said they switch to Google Maps or Apple Maps to look for

nearby stores or landmarks

38% pretend to be on a phone call to deter strangers

38% pretend to be on a phone call

to deter strangers

The concerns: not knowing where to stand, poorly lit areas, and being unsure when to look for the car.

These behaviors revealed a clear people problem:

Riders feel vulnerable while waiting and often take extra steps to improve their situational awareness
manually.

“As a safety-conscious rider, I want to feel more in control while waiting for my ride so I’m not left

feeling exposed or uncertain—especially in low-light or unfamiliar settings.”

Pain points:

No in-app context about surroundings (e.g. open stores, safe zones)

No in-app context about surroundings

(e.g. open stores, safe zones)

Reliance on third-party apps or nonverbal deterrents

Reliance on third-party apps or

nonverbal deterrents

No proactive visibility tools (e.g. flashlight, glow border)

No proactive visibility tools

(e.g. flashlight, glow border)

Understanding the User Problem:

Understanding the User
Problem:

Understanding the User Problem:

User Research:

The concerns: not knowing where to stand, poorly lit areas, and being unsure when to look for the car. These behaviors revealed a clear people problem:

Riders feel vulnerable while waiting and often take extra steps

to improve their situational awareness manually.

“As a safety-conscious rider, I want to feel more in control while waiting or my ride so I’m not left feeling exposed or uncertain—especially in low-light or unfamiliar settings.” Pain points:

The concerns: not knowing where to

stand, poorly lit areas, and being

unsure when to look for the car.

These behaviors revealed a clear

people problem:

Riders feel vulnerable while
waiting and often take extra
steps to improve their situational
awareness manually.

❌ Current Safety Features Stop After You Book the Ride

Uber’s existing tools include:

Location sharing
Driver ratings & trip tracking
Emergency call button

But riders are left unsupported

during the most vulnerable

phase: the wait.

Other apps like Lyft and Careem

similarly focus on in-ride safety

—but none directly address

waiting-phase anxiety with

contextual tools.

Uber’s existing tools include:

Location sharing
Driver ratings & trip tracking
Emergency call button

But riders are left unsupported during the most vulnerable phase: the wait.

Other apps like Lyft and Careem similarly focus on in-ride safety—but none

directly address waiting-phase anxiety with contextual tools.

Uber’s existing tools include:

Location sharing
Driver ratings & trip tracking
Emergency call button

But riders are left unsupported during the most vulnerable phase:

the wait.

Other apps like Lyft and Careem similarly focus on in-ride safety—

but none directly address waiting-phase anxiety with contextual

tools.

Exploring Solutions

I grouped ideas across 3 key themes and I narrowed solutions based on feasibility × rider trust. I mapped ideas

across three opportunity areas:

I grouped ideas across 3 key themes and I narrowed solutions based on

feasibility × rider trust. I mapped ideas

across three opportunity areas:

I grouped ideas across 3 key

themes and I narrowed solutions based on

feasibility × rider trust. I mapped ideas

across three opportunity areas:

Introducing: Safer Waiting Mode

A contextual, opt-in layer that activates automatically in specific situations:

Late at night
In low-foot-traffic zones
In unfamiliar or dimly lit neighborhoods

The goal? To offer riders lightweight tools to feel visible, reassured, and supported—without disrupting the ride flow.

A contextual, opt-in layer that activates automatically in specific situations:

Late at night
In low-foot-traffic zones
In unfamiliar or dimly lit neighborhoods

The goal? To offer riders lightweight tools to feel visible, reassured, and supported—without disrupting the ride flow.

✦ Core MVP Features

Open Landmark Pins

Highlights nearby open public places (e.g.,

gas stations, pharmacies) to encourage safer waiting locations.

Highlights nearby open public places (e.g.,

gas stations, pharmacies) to encourage safer waiting

locations.

Share Ride CTA

Prompts riders to notify a trusted contact—especially first-time

or nighttime users.

Prompts riders to notify a trusted contact—especially

first-time or nighttime users.

Flashlight Toggle

Lets riders illuminate their surroundings without

leaving the app.

Lets riders illuminate their surroundings without

leaving the app.

Open Landmark Pins

A subtle pulsing border that signals Safer Waiting

Mode is active. Calming, not alarming.

A subtle pulsing border that signals Safer Waiting Mode

is active. Calming, not alarming.

✦ Advanced Safety Enhancements

Iterative Decision-Making Flow

For each feature, I explored multiple concepts:

“Move to Safer Spot” started as a passive banner but tested better as a pop-up
suggestion
Flashlight toggle was placed both at the bottom and above the map; users r
esponded more quickly when it was embedded in the map view
Emergency feature explored icon vs. long-press gesture—users preferred
the gesture for reducing false triggers

Feature-Level Thought Process

Each tool went through:

Why I considered it – rooted in user quotes or patterns
What I tested/sketched – paper mockups, mid-fis in Figma
How users reacted – quotes or observed behaviors
Final design choice – based on feasibility × clarity × emotion

From Ideas to Implementation: My Design Process

Moments of Collaboration &
Insight

User input shaped nearly every interaction:

A tester said: “I keep my screen dim in unfamiliar areas—this glow frame helps me feel visible
without being flashy.”
Another noted: “I wish I had a quick way to know where a store is when I’m feeling anxious waiting.”

Even a friend who reviewed early wireframes pointed out that the ambient UI felt “too gentle to be noticed,” which led me to explore subtle animations.

Move to Safer Spot

Suggests nearby safer locations if the rider is in a poorly lit or

isolated spot.

Suggests nearby safer locations if the rider is in a poorly

lit or isolated spot.

Suggests nearby safer locations if the rider is in a poorly lit or isolated spot.

Emergency Tap & Hold

Emergency Tap &

Hold

Long-press gesture triggers safety protocols after 3 seconds—

minimizing false alarms while providing rapid escalation

when needed.

Long-press gesture triggers safety protocols after

3 seconds—minimizing false alarms while providing

rapid escalation when needed.

Long-press gesture triggers

safety protocols after 3 seconds — minimizing false alarms while providing rapid escalation when needed.

Smart Call Shortcut

Appears when GPS shows the driver is close but not visible.

One tap connects rider and driver quickly.

Appears when GPS shows the driver is close but not

visible. One tap connects rider and driver quickly.

Appears when GPS

shows the driver is

close but not visible.

One tap connects

rider and driver quickly.

Low Battery Assist Mode

Low Battery Assist

Mode

Simplifies the interface below 10% battery to highlight:

Share Ride; Call Driver; ETA to car

Simplifies the interface below 10% battery to

highlight:

Share Ride; Call Driver; ETA to car

Simplifies the interface

below 10% battery to

highlight: Share Ride; Call

Driver; ETA to car

From Ideas to Implementation: My Design Process

Iterative Decision-Making Flow

For each feature, I explored multiple concepts:

“Move to Safer Spot” started as a passive banner but tested better as a pop-up suggestion
Flashlight toggle was placed both at the bottom and above the map; users responded more
quickly when it was embedded in the map view
Emergency feature explored icon vs. long-press gesture—users preferred the gesture for
reducing false triggers

Feature-Level Thought Process

Each tool went through:

Why I considered it – rooted in user quotes or patterns
What I tested/sketched – paper mockups, mid-fis in Figma
How users reacted – quotes or observed behaviors
Final design choice – based on feasibility × clarity × emotion

🚫 Features I Explored But
Didn't Build

Voice-based driver reassurance – felt invasive and trust-eroding

Live police station map – too alarmist, inconsistent with Uber’s tone
Safety status badge system – could create bias or discrimination risk

These were scoped out to keep the design non-intrusive and emotionally neutral.

Feature-Level Thought Process

Each tool went through:

Why I considered it – rooted in user quotes or patterns
What I tested/sketched – paper mockups, mid-fis in
Figma
How users reacted – quotes or observed behaviors
Final design choice – based on feasibility × clarity × emotion

Iterative Decision-Making Flow

For each feature, I explored multiple concepts:

“Move to Safer Spot” started as a passive banner but
tested better as a pop-up suggestion
Flashlight toggle was placed both at the bottom and
above the map; users responded more quickly when it
was embedded in the map view
Emergency feature explored icon vs. long-press gesture
—users preferred the gesture for
reducing false triggers

Moments of Collaboration & Insight

User input shaped nearly every interaction:

A tester said: “I keep my screen dim in unfamiliar areas—this glow frame helps me feel visible
without being flashy.”
Another noted: “I wish I had a quick way to know where a store is when I’m feeling anxious waiting.”

Even a friend who reviewed early wireframes pointed out that the ambient UI felt “too gentle to be

noticed,” which led me to explore subtle animations.

Design Considerations included:

High contrast, large touch targets
Language that was neutral and non-alarming
Modular design for temporary, non-intrusive activation

Design Considerations included:

High contrast, large touch targets
Language that was neutral and non-alarming
Modular design for temporary, non-intrusive activation

Translating this into Mid-Fidelity Prototypes

I designed and prototyped three key user flows:

Triggering Safe Waiting Mode - via contextual cues
Interacting with safety tools- flashlight, landmark pins, share ride
Emergency interactions - tap & hold, fallback contact

I designed and prototyped three key user flows:

Triggering Safer Waiting Mode via contextual cues
Interacting with safety tools: flashlight, landmark pins, share ride
Emergency interactions: tap & hold, fallback contact

Translating this into Mid-Fidelity Prototypes

Design Considerations included:

High contrast, large touch
targets
Language that was neutral and
non-alarming
Modular design for temporary,
non-intrusive activation

Translating this into Mid-Fidelity Prototypes

🚫 Features I Explored But Didn't Build

1) Voice-based driver reassurance – felt invasive and trust-eroding

2) Live police station map – too alarmist, inconsistent with Uber’s tone

3) Safety status badge system – could create bias or discrimination risk

These were scoped out to keep the design non-intrusive and emotionally neutral.

Voice-based driver reassurance – felt

invasive and trust-eroding

Live police station map – too
alarmist, inconsistent with Uber’s
tone
Safety status badge system – could
create bias or discrimination risk

These were scoped out to keep the

design non-intrusive and emotionally

neutral.

Iterating Through Testing

#1 Flashlight Toggle: Embedding Utility Without Alarm

Many riders already use their phone flashlight when waiting at night, but toggling between apps

added friction. I explored two placement strategies:

Option 1: Bottom dock toggle next to “Contact Driver”
✅ Familiar location
❌ Users missed it while scanning the map
Option 2: Floating icon embedded in the live map view
✅ Easier visibility and faster interaction
❌ Slight risk of visual clutter

Decision: I chose Option 2, based on rider feedback:
“I look at the map constantly—putting the flashlight there makes way more sense.”

I kept the icon minimal with a soft contrast edge to avoid visual tension in dark mode.

#1 Flashlight Toggle: Embedding Utility Without Alarm

Many riders already use their phone flashlight when waiting at night, but toggling between

apps added friction. I explored two placement strategies:

Option 1: Bottom dock toggle next to “Contact Driver”
✅ Familiar location
❌ Users missed it while scanning the map
Option 2: Floating icon embedded in the live map view
✅ Easier visibility and faster interaction
❌ Slight risk of visual clutter

Decision: I chose Option 2, based on rider feedback:
“I look at the map constantly—putting the flashlight there makes way more sense.”

I kept the icon minimal with a soft contrast edge to avoid visual tension in dark mode.

#2 “Move to Safer Spot” Prompt: Passive Suggestion or Active Nudge?:

When GPS detected riders were near low-visibility or closed locations, I wanted to gently suggest

relocating. Two options emerged:

Option 1: Banner below the map saying
“Dim area detected—consider moving closer to an open business.”
✅ Non-intrusive
❌ Most users ignored it
Option 2: Pop-up prompt with a route preview, e.g.:
“There’s a brighter public spot 100ft away → Wait near 7-Eleven”
✅ Clearer, actionable
❌ Risked feeling overbearing

Decision: I implemented Option 2 with animation delay and dismiss capability.
Riders appreciated the balance:
“It didn’t feel pushy—it felt like help.”

#2 “Move to Safer Spot” Prompt: Passive Suggestion or Active
Nudge?:

When GPS detected riders were near low-visibility or closed locations,

I wanted to gently suggest

relocating. Two options emerged:

Option 1: Banner below the map saying
“Dim area detected—consider moving closer to an open business.”
✅ Non-intrusive
❌ Most users ignored it
Option 2: Pop-up prompt with a route preview, e.g.:
“There’s a brighter public spot 100ft away → Wait near 7-Eleven”
✅ Clearer, actionable
❌ Risked feeling overbearing

Decision: I implemented Option 2 with animation delay and dismiss capability.
Riders appreciated the balance:
“It didn’t feel pushy—it felt like help.”

#2 “Move to Safer Spot”
Prompt: Passive Suggestion
or Active Nudge?:

When GPS detected riders were

near low-visibility or closed

locations, I wanted to gently suggest

relocating. Two options emerged:

Option 1: Banner below the map saying
“Dim area detected—consider moving closer to an open business.”
✅ Non-intrusive
❌ Most users ignored it
Option 2: Pop-up prompt with a route preview, e.g.:
“There’s a brighter public spot 100ft away → Wait near 7-Eleven”
✅ Clearer, actionable
❌ Risked feeling overbearing

Decision: I implemented Option 2 with animation delay and dismiss capability.
Riders appreciated the balance:
“It didn’t feel pushy—it felt like help.”

#3 Emergency Tap & Hold: Preventing Accidental Triggers:

Uber already includes an emergency button, but users feared misclicks, especially with one-handed use

. I tested two gestures:

Option 1: Static emergency icon in the corner
✅ High visibility
❌ Risk of accidental taps (especially with thumb scrolling)
Option 2: Long-press gesture (3+ seconds) to activate
✅ Reduces false positives
✅ Feels more intentional
❌ Slightly slower access

Decision: I implemented Option 2. Testers preferred the delay:
“I like that it won’t go off if I fumble my phone.”

I added haptic feedback and a soft countdown glow to reinforce the sense of control during activation

This case study was created

independently and is not affiliated

with Uber. Thanks to every rider

who shared a story that helped me

build this ⋆˙⟡

The best UX solutions solve user's emotional pain points

with clear, intentional

interaction.

Reflection: Designing for Emotional Safety

Reflection: Designing for
Emotional Safety

Reflection:
Designing for Emotional Safety

Designing for safety meant balancing visibility with calmness— users wanted to feel supported, not alarmed.

Designing for safety meant balancing visibility with calmness— users wanted to feel

supported, not alarmed.

Designing for safety meant balancing

visibility with calmness— users wanted to feel supported, not

alarmed.

Seemingly small UI choices can have an outsized impact on rider trust & emotional reassurance.

Seemingly small UI choices can have an outsized impact on rider trust

& emotional reassurance.

Seemingly small UI choices can

have an outsized impact on rider

trust & emotional reassurance.

The best UX solutions solve user's emotional pain points with clear, intentional interaction.

The best UX solutions solve user's emotional pain points with clear, intentional

interaction.

This project taught me to design for what users feel, not just what they do:

This project taught me to design for what

users feel, not just what they do:

This case study was created independently and is not affiliated with Uber. Thanks to every rider who

shared a story that helped me build this ⋆˙⟡

This case study was created independently and is not affiliated with
Uber.
Thanks to every rider who shared a story that helped me
build this ⋆˙⟡