Now that they are beyond the initial start-up phase, it is time to take a critical look at ride-hailing systems such as Uber and Lyft. This ethnographic case study investigates these systems from the drivers’ perspectives and also addresses the ethnographic techniques and general approach that we...
This paper recounts research into the orientation and mobility experiences of people who are blind or visually impaired, and describes the novel sonic research method I developed for this purpose. “Participant Phonography,” as I call the method, aims to empower research participants with low or no...
Case Study—One of Uber’s company missions is to make carpooling more affordable and reliable for riders, and effortless for drivers. In 2014 the company launched uberPOOL to make it easy for riders to share their trip with others heading in the same direction. Fundamental to the mechanics of...
This case study seeks to increase understanding of how agency is fostered in human-AI interaction by providing insight from Uber’s development of a conversational voice-user-interface (VUI) for its driver application. Additionally, it provides user researchers with insight on how to identify...