Small UX
This is a new series I’m starting called “Small UX” — it’s about little stories I hear in life that make me think about UX. When I have one that I think is interesting enough to share, I will share it here. (You can disagree after you read it. 😝)
My partner (who is tech ignorant) drives an Uber. He likes the flexibility, the social aspect, and he likes the tips. He doesn’t admit it but he likes the app. It stimulates his dopamine system (read: Gamification) in ways that I observe from the sidelines like Jane Goodall studying a primate.
I am a UX designer. And this is both my gift and my curse.
Tonight, his phone dinged twice as he was receiving tips, and he mentioned that Uber added a feature where he could say “Thanks” for the tips that he’s received. We both agreed this was a good idea. He didn’t know why it made him feel better (i.e., he couldn’t explain it rationally, but he knew he liked it).
Here’s why he liked it, and why passengers will like it:
IRL, when you give someone something, there is usually feedback that they received it (they take it from you, it leaves your hand into theirs). You know they got it. Also, usually, people say thanks. And if any of those basic things don’t happen, it feels strange.
So if we break this down into micro-transactions, you have giving > receiving > acknowledgement.
When I sometimes give drivers a really nice tip, it’s usually because I connected with them in some way. The ride is the basics (must feel safe, etc.) but the interaction is what makes you decide to tip well or not, in most cases. A connection. A social connection, albeit brief and passing. So the tipper has this emotional investment (again, albeit small) in that transaction that has not been fulfilled. Until now… with this little UX addition.
So good job, whoever it was at Uber that thought to do this little touch. I never thought much about it, but yes, something was missing from that transaction. Some good ol’ human acknowledgement. A design that mimics the micro-interactions and associated emotive responses of real human on human exchanges is much more likely to feel… you guessed it, human. As in human-centered design. Sometimes we forget that part don’t we. And if it feels human, they will “like” your app, even if they don’t know why and kind of just grunt their way through it.
He burped behind me literally as I was writing this and I’m not deleting it. I didn’t make the ape analogy for nothing. 😒
What’s that saying about life mimicking art? 😉 This is my life. UX is part of it.
