The Uber Tip Question

A good friend of mine(he requested not to be named) recently shared an experience from a tough interview that left me genuinely impressed. He was asked, “Only 1 in 5 drivers gets tipped. How would you help drivers get more tips on Uber/Ola?”

Now, we’ve all been in situations where we get asked tough questions on the spot. Most of us might come up with a couple of decent ideas and call it a day. But what he did was truly something else—he didn't just come up with one or two ideas, but a whole set of thoughtful, creative solutions that really got me thinking. Let me break it down:

It All Starts with Connection

His first idea was about personalization and emotional connection. He talked about letting drivers send a personalized thank you message after receiving a tip. Simple, right? A small, personalized message could make the transaction feel more human, more like an exchange between two real people.

Then, he went a step further. What if Uber shared short, heartwarming stories about drivers in the app? Stories that show how tips have made a real difference in their lives. Suddenly, tipping isn’t just a nice gesture. It’s an act of kindness that directly impacts someone’s livelihood.

Turning Tipping into a Game

Next, he brought up gamification and rewards. What if tipping became something fun? For instance, riders could earn a “Generous Tipper” badge for tipping on five consecutive rides. It’s a small incentive, but who doesn’t like earning a little recognition for doing good?

And then there was the idea of Tip Matching Campaigns. For a limited time, Uber matches every tip you give. Not only does this double the impact of your tip, but it also creates a buzz that makes riders want to participate.

Subtle Nudges

How many times have we finished a ride, given a 5-star rating, and moved on without thinking twice? Imagine getting a gentle nudge like, “Your driver appreciated your 5-star rating! A tip goes a long way.” It’s not pushy, just a friendly reminder that could easily turn a non-tipper into a tipper.

He also suggested showcasing the impact of tips. A message that says, “Your tip helps your driver maintain their vehicle and provide excellent service,” could really resonate with riders who might not realize how much their tip can help.

Listening to him walk through these ideas, I realized that great product management isn’t just about solving problems—it’s about doing so with empathy, creativity and a deep understanding of the user experience.

It’s easy to come up with a couple of ideas when you have time to think. But to generate so many thoughtful approaches on the fly? That’s the mark of a truly exceptional Product Manager. I hope he gets through his interview.