Transportation - Uber Site Visit

The Uber visit was very interesting as a contrast to the AirBNB office visit in terms of how much detail we received on the actual workings of platform. Hearing about the driver feedback loop really opened up my eyes to how much data and analytics Uber can collect and utilize to continuously improve. It made me think of Peers Inc. in how Uber is able to collect so much data and make real time adjustments from peers (drivers) using the platform.

The part I found most fascinating was the experimentation the company does on a decentralized level. Specifically, each city can implement an experiment, but must follow certain protocols set forth by headquarters. The experiments often lead to new innovations and/or changes on how the company operates. It was amazing to see where the company has come from in terms of sophistication and where the company is headed.

The next frontier that I am looking forward to seeing Uber tackle is the customer feedback loop. The platform is very driver focused in that they can really help shape the experience, but I also believe Uber has a chance to engage its riders to help shape the experience for drivers as well. The rating system is extremely effective for both parties, but whereas drivers can see each rating, including feedback, the riders can only see their total rating. The rider feedback can be touchy in that Uber doesn't want to lose customers, but I believe there is an opportunity to shape and improve experiences for all riders (even the best behaved).