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Molly Stevens


Research Papers

Understanding and Designing for Deaf or Hard of Hearing Drivers on Uber

S. Lee, B. Hubert-Wallander, M. Stevens, J. M. Carroll
We used content analysis of in-app driver survey responses, customer support tickets, and tweets, and face-to-face interviews of DHH Uber drivers to better understand the DHH driver experience. Here we describe challenges DHH drivers experience and how they address those difficulties via Uber's accessibility features and their own workarounds. [...]
Conference on Human Factors in Computing Systems (CHI), 2019

Building Together: When Research Went Viral at Uber

B. Hubert-Wallander, E. G. Ruiz, M. Jain, L. G. Barrio, S. S. Mitra, M. Stevens
In late 2017, Uber was nearly a year into a complete redesign of its driver-facing mobile app. This case study describes the research program we executed to support the app's global beta launch, which aimed to "Build Together" with drivers across different geographies. [...]
Conference on Human Factors in Computing Systems (CHI), 2019