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 uberPOOL is the intelligence that matches riders for a trip, which can introduce various uncertainties into the user experience. Core to the business objective is understanding how to deliver a ‘Perfect POOL’—an ideal situation where 3 people in the vehicle are able to get in and out at the same time and location allowing for a more predictable and affordable experience. This case study argues that, for a reduced fare and a more direct route, riders are willing to forego the convenience of getting picked up at their door in exchange for waiting and walking a set amount to meet their driver.
This case study explores the integration of qualitative and quantitative research...