---
title: Rideshare system redesign case study
description: A faster, more contextual driver-feedback flow designed to reduce rating bias.
canonical: https://angelogonza.com/work/rideshare-system-redesign
---

# Rideshare system redesign

> A post-ride feedback system designed to be faster, more contextual, and more useful to riders and drivers.

- **Role** — UX research, interaction design, and functional prototyping in a two-person team
- **Duration** — Six weeks, Spring 2026
- **Challenge** — Star scores lacked context, amplified bias, and gave riders little reason to complete the flow.
- **Evidence** — Six participants, including four regular passengers and two active drivers, tested the end-to-end prototype.
- **Observed result** — Every participant completed the flow in under a minute; drivers preferred specific tags over unexplained star scores.

## Design direction

- Emoji sentiment in place of ambiguous star ratings
- Behavior tags to make feedback specific and actionable
- Optional written, voice, and photo feedback after the minimum flow
- A parallel passenger-accountability flow for drivers

## Scope note

These are usability findings from a student prototype, not production completion-rate or bias-reduction metrics.

Read the visual case study at https://angelogonza.com/work/rideshare-system-redesign.