Uber

Redesigning Uber's Australia tax flow to turn a 24-hour identity bottleneck into a provisional fast path

Due to my NDA, I can't share actual imagery, data, or volumes from this project. What you see here is recreated for illustration — the strategy, design thinking, and decision-making logic stay true to the original work.

Due to my NDA, I can't share actual imagery, data, or volumes from this project. What you see here is recreated for illustration — the strategy, design thinking, and decision-making logic stay true to the original work.

Results

Results

100%

Task completion across usability testing, zero facilitator intervention

Results

0%

Abandonment across all six participants

Results

6.35/7

Average ease-of-use score

Team

Product Design

woman in black shirt smiling
a man with black hair and a beard smiling
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Product Management & Engineering

Tech stack

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a man with black hair and a beard smiling
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Design & AI

Overview

28% of Delivery signups raised a support ticket tied to their ABN, and 41% of those earners never activated. The cause was structural: a fast tax ID check sat gated behind a slower identity-matching process that could take up to 24 hours, with generic errors and no upfront disclosure of required documents. I redesigned the flow around provisional activation — validating the tax ID fast, letting earners start earning immediately, and letting the slower identity match complete in the background with an automatic block on any mismatch.

28% of Delivery signups raised a support ticket tied to their ABN, and 41% of those earners never activated. The cause was structural: a fast tax ID check sat gated behind a slower identity-matching process that could take up to 24 hours, with generic errors and no upfront disclosure of required documents. I redesigned the flow around provisional activation — validating the tax ID fast, letting earners start earning immediately, and letting the slower identity match complete in the background with an automatic block on any mismatch.

Role

Led end-to-end design, partnering closely with our UXR — who ran usability testing — and the PM throughout, under an active company-wide supply-growth escalation. Owned the provisional-activation mechanism and its fraud-safe validation logic, from concept through the current pre-launch stage.

Led end-to-end design, partnering closely with our UXR — who ran usability testing — and the PM throughout, under an active company-wide supply-growth escalation. Owned the provisional-activation mechanism and its fraud-safe validation logic, from concept through the current pre-launch stage.

Work

User and business problems

Validation fired before anything was uploaded to check against

A valid ID number could be submitted without proving it belonged to the earner

Earners waited up to 24 hours for identity matching to clear before they could start earning

Our solutions

Earners see exactly which documents they'll need before they hit a wall

Validation gated behind document upload

Automatic block on any mismatch

Provisional activation lets earners start earning once the fast tax ID check clears, while identity matching completes in the background

Key deliverables

01

Reusable component library

Master reusable components for desktop and mobile

02

Tone & terminology guide

Context documentation covering tone of voice and tax and legal terminology

03

AI-coded prototype

An AI-vibe-coded, scalable prototype built for leadership demos and live presentations

What’s next?

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Secured $2M national funding to expand AI capabilities

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