Ways Uber Can Improve Their App: A Pro-Uber Position

I recently landed a lucrative opportunity. With all such opportunities, the question comes up as to what to do next. The answer, sadly, was look for part time work and build an extensive system.  As anyone seeking to stay out of a homeless shelter after leaving a position might do, I decided to try Uber as a bike courier.

If you are already wondering why I chose to be a bike courier,  I need the excercise after sitting 10-12 hours per day working on my backend to establish best practices, working on agreements, and having meetings.

Being a bike courier gives me a unique perspective on the actual Uber driver app that might pique the interest of the folks who ordered sushi from Hai Sushi last night. My roomate and I give the restaurant a 5/5 and I really do not intend to have a delivery cancelled again, especially mid-delivery when I need to continue eating.

The Issues

Uber promises are overblown, you really need to come down to earth and realize that actual bike couriers earn about 10.50-11 dollars per hour and car couriers do not far much better. I already knew this after doing my research.

There are other problems. Instead of merely listing them, why not give examples:

  • The application only considers cars: The major street on my alluded to pickup (which only took 5 minutes) allows cars to travel 50 mph. Uber failed to take into account, it does not show a delivery partner distance, that the capped speed for the app to work on a bicycle is 15 mph. So, a 5 minute pickup led to a 4 minute wait and a nasty 35 minute bicicyle ride at 15 mph praying the customer would enjoy cold sushi.  You can see that a 15 minute delivery is now taking 45 minutes, both false advertising and bad data engineering. I know the latter because that is my trade and this lack of consideration is a fireable offense.
  • The application fails to work with the Android device’s gyroscope correctly: This one really has me beat. Google Maps, Uber’s old map vendor, works perfectly. Considering Google’s ability to charge for their services, the decision to build their own app was not surprising. However, when I see a long journey know a road and quickly pack my phone away, I really don’t want to find out 2-3 minutes later that the app was pointing in the wrong direction. Worst of all, moving five to ten feet does not resolve this problem.
  • The application fails to live up to a Google replacement in route finding:  Beyond traffic information, the application fails to consider the type of vehicle it should route find for. As I learn the bike routes  I get faster but even then, the application eats juice and probably keeps re-estimating my time to arrival as I take them.

All of these problems lead to some glaringly bad quality issues. If Uber were Postmates, it would be dead.

Why are these Problems

The perception of quality at UberEATS and Uber depends on three to five things. These are timely service, the degredation of food/delivery items if applicable, the connections with partners allowing faster food/item prepartion if applicable, the knowledge of the driver, and the personalities and customer service presented by the driver.

These problems have serious side effects as:

  • They result in less timely service
  • They result in partners (bsusinesses) questioning your service
  • They result in angrier drivers and thus worse experiences
  • All of this leads to unloyal customers and higher turnover, hurting the bottom line entirely

It is not uncommon for the CAQ quality score to come off as a 2/5 when many of your taxi drivers starts to badmouth the company and complain about the application.

The Solutions

For those wondering how Uber can improve it’s application, my take follows:

  1. Peg speed limits to distance. This will greatly improve time estimates.
  2. Limit the radius of operation by vehicle type and warn customers outside of them about time problems. It is easy to accomplish this on a graph structure. Graph databases like Neo4J are quite fast and can easily accomodate distance calculations and route finding within these distances. There is actually a geo-spatial tool with a haversine function for Neo4J. This could be accomplished quicky on Postgres as well. FYI, Postgres is used for all of the real time satellite data at the multi-billion dollar in REVENUE (not the bullshitting most tech companies base their value on) really awesome Digital Globe. If you want to work for a super-awseome version of Google that feels like NASA, Digital Globe is it. Heuristics, thresholds, and genetic algorithms can also help. A simple distance related cut off in Neo4J and a fast program, even in Python, should be sufficient even for millions to possibly billions of requests. Think Celery and Flask. It no longer takes C++ to acomplish such tasks.
  3. Figure out why your application is not working as well as Google Maps. I know it eats my battery do to the GPS requirement which is actually an inevitabilty and why I carry a backup batter but please generate some tickets for the gyroscope and look into battery use, likely with some less intense code language and some more server-side processing.
  4. Add route information per vehicle. I can travel faster when I am not pushed to a major state highway in a new area forcing me up on the sidewalk. Most cities offer bike route information and, in a graph database, is_bikeroute is really just an edge attribute.
  5. Add traffic information. Please add traffic information.
  6. Push the feedback form and incorporate the feedback. Qualtiy is an iterative process. It is good to have response customer service for the driver application but these people are the bread and butter. Make sure they know it exists and treat the feedback representative as a typical organization treats a shift manager in terms of said feedback. This should bubble up to the appropriate position with the filters turned on and make it to the data, application, and front end teams at some point.
  7. As always, keep working to improve battery life.

Conclusion

Despite the size and revenue of this very real company, they still feel a bit off in the development category. I am not at odds with working for the company to gain side money but really just hope that the iterative software development ideologies made their way to Uber, Postmates, and the other companies. As always, consider promoting the engineers to positions of architecture and power. They are more knowledgeable on achieving customer goals with smooth scalable systems.

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