Uber
Picasso UI
PICASSO/ Policy Studio is an internal tool and automation platform used by Uber to create codified policies (Convert existing SOPs to a machine-readable format). These policies specify how Uber addresses various customer support issues. PICASSO provides a next-generation user experience through conversational interfaces or flows on users' preferred channels.
Company
Uber • Customer Obsession team • 2023
Role
Sole designer
Duration
8 weeks
Responsibilities
UX Design
UI Design
Prototyping
User Testing
QA
TL;DR
The project requirement was to improve and integrate the testing (validating each branch in the policy created for automated support experience) and simulation (Ensuring that the automated support experience meets all the requirements as intended by the end-user) features to reduce the average time to policy production.
However, when I conducted an audit of the existing Picasso experience, I realized that the fundamentals of this portal, including the discoverability of policies, information architecture, landing screen experience, and primary and secondary navigation framework, are not working well. Therefore, I have taken a step back and created a multi-year milestone plan for revamping the entire portal. This case study will summarize the first two milestones of the multi-year milestone plan.
Existing experience audit
I have kick-started the design process with an existing experience audit to identify usability issues, design flaws, and areas for improvement.
Defining a multi-year design plan for Picasso
Milestone 01: Goal
Enhancing the discoverability of Policies by improving the information architecture, search, and personalized landing screen experience so that users can effectively discover the policy & perform policy-related actions.
Final design for M1
Landing screen
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Redefined navigation for better usability & scalability
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Proposed search & filter patterns comply with the industry standards
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Created “Favorite” policy section, to access frequently used policies quickly
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Collapsible navigation pattern for effective real estate usage
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New logo & profile avatar for future use
Final design for M1
Policy detail screen
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Redefined secondary navigation based on user usage
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Introduced breadcrumb to provide better visibility of system status
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Bot/Policy actions & chart actions are organized in a hierarchy based on the user usage
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Redefined the Policy/bot overview panel for a better understanding
Milestone 02: Goal
Unify unit test and simulation functionalities to achieve the code coverage tech goal, improve the overall testing and simulation experience, and pave the way for Uber’s three-year plan to achieve 90% automation by 2026.
Final design for M2
Basic layout
Test cases will be shown on the left side panel & test results or simulation results will be displayed on the right side space.
Final design for M2
Run a test
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Unified Test & simulation entry point from policy detail screen.
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Test actions are incorporated in the test case overflow menu
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Test results will be shown on the right-hand side; output & chart are shown by default
Final design for M2
Run a test
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Run simulation is incorporated in the test cases overflow menu
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The simulation result would show the Mweb view by default, and users can also switch to web view by clicking on the webview action
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Screenshot action is incorporated to speed up reporting task
Project impact
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Incremental annualized cost savings, $ 45 M
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Reduction in 1*CSAT from 21.7% → 12.3%