Welcome Pickups. Traveler app.

After travelers book a taxi ride, it's common for them to have issues at some point. At Welcome Pickups they were handled manually by support agents, which was expensive, slow, and left both sides wanting a better solution. After analyzing the most common issues, we realized that we could productize their resolution.

So I designed an app for riders and iteratively added features, each solving a specific problematic scenario. I worked closely with support agents and drivers to understand the problems, and with the product team to define the scope and deliver solutions efficiently. These efforts reduced the number of support tickets three-fold, improved customer satisfaction, and increased the number of returning bookers.