Capgemini Invent

At Capgemini Invent we ideate and bring to life what’s next for our clients. Capgemini Invent combines strategy, technology, data science and creative design to solve the most complex business and technology challenges.

Paris, France
Founded: 1967
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Skills
Organisational Design
Insight-Driven Marketing
Marketing Strategy
CRM
Ecommerce
Campaign Management
Innovation Strategy
Customer Intelligence
Customer Experience
Relationship Marketing

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Clients
Johnson & Johnson
Scottish Water
National Grid
Talk Talk
Siemens
ParcelForce
Lufthansa
HMRC
cathay pacific
EDF

and 11 more

Sector Experience

Consumer Products, Retail & Distribution
Energy, Utilities & Chemicals
Financial Services (Insurance & Banking)
Public Sector
Manufacturing, Automotive and Life Sciences
Telecommunications, Media and Entertainment
Travel & Transport
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Helped Uber foster meaningful relationships with Driver-partners through strategic design

by Susan Maginn

The re-designed Greenlight Hub launched in Washington and Seattle in 2018, with development of mobile Driver Lounge trucks fast-tracked for San Francisco.

Define

As both a pioneer of the sharing economy and an original startup unicorn, Uber has earned an unrivalled notoriety in the tech industry and beyond. Uber’s continued influence on the transportation industry and our daily lives is undeniable—operating in 600+ cities, the company completed an astounding four billion rides in 2017 alone, and continues to test the boundaries of mobility with the likes of autonomous vehicles and urban air transport.But as evidenced by Uber’s recent leadership and regulatory challenges, fulfilling rider demand for always-on, immediate access creates physical, financial, and emotional strain on the millions of driver-partners who deliver that service. Recognizing this, Uber has embarked on a mission to invest in the driver-partner experience.

The first step in this journey was to reimagine and redesign the Uber Greenlight Program—a network of 500+ physical locations that serve driver-partners during onboarding and support moments—to create a more purposeful, positive, and human experience that celebrates their contribution to the platform.

We asked: How can Uber leverage its physical support locations beyond servicing functional needs, to create emotional connection, recognition, and a sense of place for driver-partners?

Design

The Greenlight Hubs needed an overarching engagement strategy and experience design. Fahrenheit 212 worked with Uber and design agency Local Projects to develop a strategy focused on elevating driver-partners’ individual identity and purpose, and an Experience Playbook to guide the transformation of Greenlight Hubs nationwide. To bring this vision to life, we took inspiration from a very different type of experience–the member’s club. By studying clubs and clubhouses across a diverse set of industries and geographies–from the Harley Owners Group to Soho House–we defined a set of core principles to guide development of the driver engagement model, digital resources, and the built environment.

Deliver

Uber opened their first re-designed Greenlight Hub in 2018, in Washington D.C., with another in Seattle following closely. The Washington location serves thousands of driver-partners weekly, a significant increase from their previous Forestville location, acting as a meetup point for drivers and offering them an opportunity to connect with the driver-partner community, take online classes, attend community events, leave feedback for corporate, or just grab a cup of coffee. Additionally, Uber fast-tracked the development of mobile Driver Lounge trucks in Seattle and San Francisco, allowing the Greenlight Hub experience to travel to the Drivers, meeting them where and when they need it most and extending the range of service.

Find out more about the case study here.

Fahrenheit 212 is part of Capgemini Invent. F212 is a global innovation consultancy delivering sustainable, profitable growth for companies with a passion for making things better, and making better things.

Clients

Uber