Improve onboarding in Reservations for couriers

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 Reservations allows customers or businesses to schedule rides or deliveries ahead of time, creating a need for reliable supply at specific future time windows. In this question, focus on couriers who may be eligible to accept reserved delivery opportunities but may not understand how Reservations work, what commitments they are making, or how to prepare for scheduled work.

Design an improved onboarding experience for couriers entering or discovering Reservations for the first time. Consider the courier journey from awareness and eligibility through education, opt-in, first reservation acceptance, reminders, execution, and post-task feedback. The experience should reduce confusion, increase confidence, and support reliable fulfillment without creating unnecessary friction for experienced couriers.

You should frame the problem from the perspective of Uber’s marketplace: couriers want predictable earnings and flexibility, while customers, merchants, and Uber need dependable fulfillment at the promised time. Your scope should include product surfaces such as the courier app, notifications, education modules, reservation cards, policy explanations, and support entry points, but you do not need to redesign the entire courier app.

The experience should consider:

- Courier segments such as new couriers, experienced couriers, part-time couriers, and couriers in different local markets

- Key onboarding moments: discovery, eligibility, explanation of rules, first booking, reminders, arrival guidance, cancellation expectations, and support

- Pain points around schedule commitment, estimated earnings, location requirements, timing, penalties, and how Reservations differ from regular on-demand work

- Trust and safety needs, including clear expectations, navigation readiness, merchant/customer handoff details, and what to do when issues occur

- Marketplace reliability and liquidity, including how onboarding affects acceptance, show-up rate, cancellation rate, lateness, and courier satisfaction

- Global and operational constraints such as language, local regulations, courier vehicle types, market maturity, and varying delivery density

- Measurement considerations for whether onboarding improves activation, comprehension, first-reservation completion, repeat usage, and quality outcomes

Your goal is to define a clear, user-centered product experience that helps couriers understand and successfully complete reserved opportunities while balancing courier flexibility with Uber’s need for reliable scheduled fulfillment.