Safety Education Course

Learn about gender based harassment and terminology

Overview

Uber, a ride share company, must comply with local regulations to remain operational in communities across the globe. California passed a law in 2022 requiring Uber to partner with institutional experts to develop a program that educates drivers on harassment based on gender identity and expression.

As Instructional Designer for the US&C region, I was responsible for the design and launch of the course.

The problem

Gender based harassment is a serious issue that affects people in many different industries, including the rideshare industry. In California, rideshare drivers must complete an educational course and pass a quiz about harassment based on gender identity. The new law set a deadline for completion in order for drivers to remain operational on the app which also had the potential to impact local rideshare supply.

The goal

  • Develop an informative course to teach drivers about gender based harassment

  • The course must be engaging to drivers to encourage completion and prevent disruption to their account access

  • The course must be user friendly

  • The course be accessible in the driver’s preferred language

  • Comply with CPUC requirements

Role

Instructional Designer, Content Writer

Team

Instructional Designer, Operations, Legal, Third party expert

Duration

August 2022 - December 2022

Tools

EduMe, Pen + paper, Google Docs, Google Slides

Understanding the user

I set out to understand the users for this course. The content is valuable to drivers as it can help them identify and prevent harassment. I also understand this is a required step to complete in order to gain or continue access to the Uber app. Maintaining a high rating and compliance with the app’s requirements are paramount to keep app access.

From my research I created two personas, Adam and Rebecca who have different tenures in their Uber career. 

Adam, from San Francisco, has been driving for over a year. He is motivated to maintain a high rating and comply with requirements so that he can continue to earn a steady income. He has a busy schedule however, which means any course must be quick, effective, and must not disrupt his work. 

Rebecca, from Los Angeles, left her job recently. Rideshare is an opportunity to support her family while having flexibility to live life. She is motivated to complete onboarding so she can start earning. She also appreciates any resources that will help her do a good job. Rebecca is not very tech savvy, however, which means she requires the onboarding process to be user friendly. 

Design

As the instructional designer, I worked closely with a third party expert to develop the educational content and ensure quality and accuracy. I designed the course and collaborated with the Operations team to create the launch strategy.

Course features

The course is divided in to 4 sections:

  • terminology

  • examples of harassment

  • how to report to Uber Help

  • knowledge check

The duration of the course is 5 minutes.

The course is accessible in 6 languages and drivers can choose their preferred language at the start of the course.

  • English

  • Spanish

  • Portuguese

  • Arabic

  • Korean

  • Chinese

I designed the course using EduMe which facilitates the creation of micro-learning educational resources for mobile users. The resulting course was an informative and engaging micro-learning course that was accessible and seamlessly delivered to all drivers in California.

Success was measured by how many drivers passed the knowledge check and the completion rate leading up to the prescribed deadline.

User Flows

Two distinct user flows were necessary as two types of drivers are required to take the course.

For active drivers who are already active on the platform, we included continuous messaging to encourage drivers to take the course and emphasize the deadline.

For new drivers who are undergoing the onboarding process, we added the course to the onboarding flow as part of the requirements. This ensures completion and compliance with the CPUC requirement.

The active driver flow blocks drivers from going online if they miss the deadline.

New drivers complete the course during onboarding to activate their account.

Impact

The educational course was successful in helping drivers understand the content. All drivers have successfully passed the knowledge check and haven’t experienced disruptions to app access. Most active drivers completed their course by the state’s deadline which prevented a significant disruption of rideshare driver supply across cities in California. There have not been any reported difficulties with completing the course among onboarding drivers.