How Did Lyft Change The Way We Ride?
Let’s take a ride into some of the behavioral principles that made Lyft a trustworthy transportation solution for millions. In this episode, I’m joined by the almighty Kira Wampler. Kira has had a wildly incredible career launching and growing dozens of products. We talk about her time at Lyft: diving into the brand’s core philosophy of “treating better” and how rating systems and incentives took Lyft into a more human approach. We also discuss her current efforts at Redesign Health, where she's trying to drive medical adherence and design chronic care. Plus, Kira shares the process of helping caregivers’ jobs with Jasper, a smart planner for cancer care.
Research for this episode was compiled and summarized by Irrational Labs. Read and download the Lyft Citations.
Jump straight into:
(01:08) - “We treat you better”: Kira's work approach during her first days working at Lyft and why positive interactions are actually contagious.
(05:04) - The Undercover Lyft Program: A successful content experiment that got Lyft on the world's radar.
(12:25) - The incentives that worked (and the ones that didn’t): On the Lyft Mentor Program and how it consolidated trust among new drivers.
(17:38) - The science behind a five star experience: Feedback, reputation, bonuses and rating systems.
(26:30) - Energizing Lyft users: Implementing a tipping system for drivers and ambiguity aversion.
(33:05) - A peer-to-peer ride sharing: The complexity of Lyft’s choice architecture when the app was launched.
(36:37) - Redesign Health: How Kira is taking her expertise to fund the future of the healthcare sector with companies like Jasper.
(43:45) - How is Jasper working to help people to take their medication regularly?
