Lyft Service Animal Accommodation Redesign

Context

Working within Lyft’s Trust and Safety department gave me firsthand exposure to the challenges drivers and passengers face when it comes to accommodating service animals. While Lyft has policies aligned with the Americans with Disabilities Act (ADA), the actual rider–driver experience often led to confusion, frustration, and inconsistent outcomes.

Problem

The existing process lacked clarity and structure, leaving both drivers and passengers uncertain about expectations. This friction not only impacted accessibility and inclusivity but also put unnecessary strain on the overall ride experience.

Key challenges included:

Drivers unsure how to confirm service animal status without overstepping ADA regulations.
Passengers experiencing inconsistent accommodations and escalated complaints.
Lack of transparency in setting expectations before a ride.

Research & Insights

I combined incident data analysis, user feedback, and conversations with both riders and drivers to surface the core issues. The insight was clear: Lyft needed a process that reduces ambiguity while remaining ADA-compliant.

Solution

I designed a new flow that shifts proactive responsibility to passengers while maintaining legal compliance:

Service Animal as a “Passenger” → Riders can add their service animal during ride requests, ensuring visibility and documentation upfront.
Streamlined Onboarding → The system integrates the two ADA-mandated questions in a concise way, capturing only essential info.
Driver Transparency → Drivers receive clear, pre-ride information, so they feel confident accommodating passengers with service animals.

Impact

Greater clarity and accountability for drivers and passengers.
Reduced confusion, frustration, and Trust & Safety escalations.
Strengthened Lyft’s commitment to accessibility and inclusivity.

Reflection

This project highlights my ability to balance regulatory requirements with user-centered design. By empowering passengers and equipping drivers with clear information, the proposed system creates a smoother and more respectful experience across the platform.