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 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...