Define success metrics for Transit serving riders at global scale

Problem Statement Description

Product context: Uber is a mobility and delivery platform; its products include rides, Uber Eats, grocery and retail delivery, freight, driver and courier tools, and marketplace pricing.

Uber Transit helps riders evaluate and use public transportation options inside the Uber experience, potentially alongside rideshare, walking, micromobility, or first/last-mile options. The rider workflow may include searching for a destination, comparing transit routes and ETAs, understanding cost and transfer complexity, navigating to stops, tracking departures, and deciding whether Transit is the best choice for that trip.

Your task is to define how Uber should measure success for Transit serving riders at global scale. This is a metrics-focused interview question: you should clarify the product goal, identify the key rider behaviors that indicate value, and propose a measurement framework that can work across cities with different transit coverage, data quality, rider needs, and regulatory environments.

The challenge is to avoid a generic “engagement dashboard” and instead define metrics that are decision-useful for Uber. Consider how the metrics would help teams decide whether Transit improves rider outcomes, strengthens Uber’s mobility ecosystem, protects reliability and safety expectations, and scales sustainably across markets.

The experience should consider:

- The primary rider journey being measured, from intent or search through route selection, trip completion, and post-trip satisfaction.

- Clear metric definitions, including numerator, denominator, time window, and what counts as a successful Transit interaction.

- Instrumentation needs across search, route impressions, route selection, navigation, departure updates, transfers, completion signals, and feedback.

- Cohorts by market maturity, city, rider segment, trip purpose, transit data availability, and multimodal vs. transit-only behavior.

- Guardrail metrics for rider trust, ETA accuracy, safety, cancellations or abandonment, customer support issues, and negative impact on other Uber products.

- Global comparability challenges, including uneven transit agency integrations, offline completion gaps, local fare rules, and differences in public transit reliability.

- How the metrics would inform product decisions such as market expansion, routing improvements, partner integrations, or investment in first/last-mile experiences.

The goal is to present a structured success-measurement approach that connects rider value, marketplace strategy, and operational reality, while making clear how Uber would use the metrics to evaluate and improve Transit globally.