Project Overview

Seeing the issue that drivers encounter when using the Lyft Drivers app. Drivers are not being made aware when they will be picking up a passenger with a service animal. Above is the problem, and solution this feature will present.

Link to figma

Follow Me.

Redesign

Above on the Left hand side, you can see that an additional avatar has been added to this acceptance window. With a green plus sign to acknowledge that it is a service animal. Also showing the Human passenger as well. On the right is Lyft's current format as of March 2nd, 2023 11pm PST which only shows the Human passenger not providing any information of a service animal to the driver before they make their decision to accept or decline the ride.

Hi-fi Prototype

Above is the prototype of the new app feature to show how log-in and online would look, also the process of accepting a ride from the Driver's app perspective.

StoryBoard

Alex is a lyft driver.

Alex becomes aware of Lyfts service animal acceptance policy. Knowing that denying a ride due to a service animal could have him to lose his account is very concerning.

Alex still continues to drive, a ride pops up allowing offering Alex to pick up Linda. Alex accepts.

Upon Alex's arrival, he sees a person standing near Linda's pickup spot with a dog.

Alex was unaware that Linda had an animal with him. He politely cancels his ride informing Linda he was unaware that there would be an animal in the ride.

Linda yells this is a service animal. Alex continues with cancel.

Lyft then introduces its pet passenger feature which notifies Alex that the person they are picking up has a verified service animal with it. This allows Alex to be aware of the animal's presence before accepting or declining a ride. Now Alex can choose if he would like to take a ride with a service animal or not. Allowing Alext to avoid confrontation with the customer and any surprises Alex isn't prepared for.

Wire Frames

The wireframes begin with the splash page.

Next transitions to the home page of the driver app allowing The driver to toggle on and begin accepting rides.

Next, a ride is shown, allowing the Driver to accept using the Accept button or decline using the x on the map. If you notice there are two Avatars, one with a plus sign inside of it. This is how the driver will be notified that there will be a service animal as a passenger in this ride.

Next, there is a window that says pick up Sarah and Rex. Usually, Lyft will only show the human passenger.

Finally, The Driver arrives to the location. Where they are again notified of the Human passenger and their service animal. This way all parties are aware of the occupants. Reducing chances for confusion.