Creating a tailored feature within the Uber app to reduce airport pick-up stress and improve travel coordination.
This case study explores a missed opportunity within the Uber app to enhance the international travel experience. As Uber expands globally, travelers face increased difficulties in coordinating pickups at unfamiliar airports.
The goal was to uncover those pain points and design a dedicated "Holistic Travel Mode" that simplifies and enhances the end-to-end travel experience.
Uber is a global platform that connects riders with drivers for seamless transportation and delivery services via its mobile app.
International travelers can use the same app wherever they go—yet the experience of coordinating a pickup after a long international flight remains frustrating and unresolved.
Interviewed frequent international travelers
Identified pain points in communication, logistics, and app awareness
Found consistent feedback about feeling "lost" after immigration
Mapped the user journey from departure to destination
Defined key touchpoints to integrate "Travel Mode" into the Uber app
Prioritized multilingual support, real-time status updates, and location cues
Designed both low- and high-fidelity screens
Integrated key flows: pre-trip flight sync, post-arrival guidance, driver contact & VoIP
Included settings for language, accessibility, and luggage assistance
After a long trip, the last thing a traveler needs is confusion as to where they need to go to catch a ride. Right now, every airport has different signage and icons, creating additional stress for passengers.
— Keith Wilschetz, Deputy Executive Director, Los Angeles World Airports
Users cannot add a secondary contact number, such as a local travel number, alongside the VoIP service provided by Uber, restricting flexibility for communication during travel.
This feature focuses on international travelers who rely on Uber in unfamiliar environments. Each group needs a slightly different level of guidance, reassurance, and flexibility during airport pickups.
Frequent flyers value speed and smooth coordination—missed pickups or poor communication cost time and credibility.
Relocating or international students often switch SIMs or use Wi-Fi—disrupting standard communication tools.
Casual travelers need reassurance and simple steps to meet their driver—especially after a long flight.
Landing & Setup: A 6-step onboarding flow guiding users from home screen to confirmed travel setup.
A dedicated Travel Mode with essential options covering both pre-trip setup and post-arrival guidance.
I explored two ways to introduce Travel Mode inside the Uber app: a guided step-by-step setup and a single scrollable setup screen.
Breaks the setup into clear, guided steps—one decision at a time.
Everything appears in one place with more freedom to choose.
Option A was chosen because it creates a clearer, safer setup experience for international travelers. The guided structure feels familiar to Uber, reduces cognitive load, and lowers the chance of choosing the wrong flight, date, or travel preference.
It provides better clarity, guidance, and confidence—especially in stressful travel situations.
After reviewing the pre-trip setup, switch to the post-arrival flow to see how the experience supports airport pickup.
This proposal introduces a HOLISTIC TRAVEL MODE that enhances both pre-trip setup and post-arrival pickup support for Uber users.
By addressing key pain points, it ensures a seamless, stress-free journey for travelers while strengthening Uber’s position as the leader in global mobility solutions.
This project highlighted how UX research can reveal friction points in globally-used products. Designing a localized yet scalable solution like Travel Mode not only eases user pain but positions Uber as a truly international platform. I also gained experience working independently and iteratively, balancing UX needs with real-world constraints.
