Uber De-Escalation Training
2024
To address high driver turnover and low perceptions of driver safety, we developed a mobile-only learning content solution. This project involved overcoming challenges related to using a basic authoring tool and Learning Management System (LMS) to deliver complex and engaging content. The success of the initial project in the UK led to subsequent versions for Uber India and North America, Uber’s three largest markets.
Role:
Lead Instructional Designer
Project Manager
Key Deliverables:
Needs Analysis: Conducted surveys and roundtables with staff and drivers to identify core skills needed for crisis de-escalation.
Content Development:
Created branching scenarios allowing drivers to make choices and see outcomes.
Filmed multiple versions of scenarios to simulate real-life decision-making processes.
Scripted and filmed content in the UK, generalizing real driver experiences into relatable scenarios.
Integration and Review:
Integrated content into the LMS.
Held bi-monthly review meetings over 6 months to refine the project.
The success of the initial project in the UK led to two additional versions of the project, one of which I designed for Uber India and one for North America, Uber’s three largest markets.
Project Walkthrough
Results
98% of Learners surveyed say they finding the content valuable.
With an on-demand course completion benchmark of 30%, this course exceeds the industry average by 20%, with an average course completion of 58% once learners begin the course.
In 2023, the first year after Uber launched the UK version of the program, they saw a 14% increase in safety sentiment.
