Uber Eats Manager: Redesign
In my role as the Head of Merchant & Ads Design at Uber, I spearheaded efforts to overhaul the Uber Eats Manager (UEM) platform, addressing significant usability and operational challenges faced by merchants. I managed a global design team of 12+ designers and led a comprehensive redesign to improve efficiency, data accessibility, and user satisfaction. The effort involved rethinking the information architecture, introducing a cohesive design system, and implementing real-time data insights, which resulted in a transformative merchant experience.
The Problem Statement
The UEM platform faced several issues: fragmented interfaces, inconsistent data quality, and a lack of tools to address merchant pain points effectively. These shortcomings reduced engagement and operational efficiency, limiting UEM’s value for merchants
Business Challenges:
Improving merchant retention by addressing operational inefficiencies.
Delivering a unified experience across multiple platforms (web, mobile, APIs).
Justifying the design investment by demonstrating measurable outcomes in engagement and revenue.
In less than 5 months, we designed and shipped 80 features to improve engagement and address several merchant pain points.
Key Outcomes:
Increased engagement with UEM’s reporting tools by X%.
Boosted traffic to key operational pages by X% and campaign creation by Y%.
Reduced task completion times by X%, improving overall merchant productivity.
Strengthened merchant satisfaction scores, contributing to a X% increase in recurring revenue.
*Actual data redacted for confidentiality purposes
Design Challenges:
Restructuring the navigation and layout to align with merchants’ mental models.
Enhancing data freshness and relevance for actionable decision-making.
Balancing feature discoverability with simplicity in user experience.
“From everything you guys have shown me here; a step change in the right direction... ship is on full speed towards the right path, in my opinion. Kudos! This is literally step-change an order of magnitude better than today.”
Design Highlights
Redesigned the homepage and navigation with clear task-oriented structures for better usability.
Launched new informational widgets to present actionable insights and relevant data.
Refreshed the visual design system to ensure consistency across UEM’s suite of tools.
Enhanced reporting capabilities by introducing real-time dashboards and simplified workflows.
Leadership Highlights
Exceptional Organization & Planning: Demonstrated strong organizational skills by creating a clear, actionable plan that supported product and engineering partners. Effectively managed resource allocation and roadmap planning to drive alignment and ensure smooth execution.
Visionary Leadership: Established a compelling north star vision for the ideal user experience, enabling designers across time zones to collaborate seamlessly. This ensured the delivery of a cohesive and unified Uber experience.
Strategic Alignment for Impact: Identified and surfaced key insights to align teams' prioritization efforts with the most critical user challenges. This strategic approach optimized for maximum impact by focusing on the highest-value problems.