Homework Assignment

How I managed to get a foot in the door at Lyft.


About the assignment

As part of Lyft's Service Designer interview process, I was required to solve two case study assignments in a 48 hour timeframe.


Case study no. 1

Epic Panda

GobbledeeGook Games has launched a new game, “Epic Panda” into the App Store. The concept is similar to the “Sweet Smash” app empire that was famous for the past several years, but instead of a completely free app, Epic Panda has multiple revenue sources:

  • Users can purchase game credits to enhance game play
  • Users can pay a monthly fee to avoid paid advertising
  • Users can earn GobbledeeGook Games a referral concession by tapping on a paid advertisement in the game

After missing their revenue goal of $100k, the team has asked you to evaluate last month’s product data, and help them guide the future of Epic Panda.

Case study no. 2


GnomeAir is one of the hottest new airlines, with a commitment to be the preferred airline for trips between major cities in the US. You have just been hired to expand our “Faery-wards” loyalty program.

During your onboarding, you discovered the following information about Faery-wards:

  • On average, 5 people per flight are Faery-wards members
  • Each plane has ~200 seats, and flights are typically full
  • Surveys indicate that the shared rewards points between GnomeAir and some of our partners (where Faery-ward points and loyalty points for other companies are earned) are both the reason they signed up, and the most difficult part of their membership

Key pain points about these partnerships are two-fold:

  • Our partners’ technology sometimes fails, and rewards points either don’t get sent to GnomeAir, or aren’t received when GnomeAir sends the points over
  • GnomeAir’s customer care team doesn’t have access to our partners’ systems, and our members often go back and forth between us and our partners to resolve these issues

You are approached by a rideshare company, Raze, about a partnership. Raze operates in all major cities in the US and has asked you to propose an integration that would bring in new users and keep existing users from using top competitors of both companies.

Prepare a proposal which outlines the partnership design, the experience for GnomeAir and Raze users, and the integration between the two services.

  • established pre-calculated moves as recommendations in the order flow which gave us an advantage over the competition
  • findings around factors (other than inventory) that contribute most to completion time
  • initiated and implemented operational process changes involving workforce training and protocol

Successful proof of concept:

  • This method proved to cut down on the expense of single-use, wasteful cardboard and is generally easier since no assembly or disassembly of boxes is required
  • Customers enjoyed the ease of use, environmentally-friendly aspect, and low-cost alternative to buying boxes
  • Bellhops (movers) were bought-in because bins stacked neatly eliminating the need to play “Tetris” with irregular boxes
  • Offered a novelty aspect to the experience = potential mnemonic value-add to the brand
  • Pursued partnership opportunities with IKEA who proposed a co-branded promotion and purchase discount—since our offering aligned with their sustainability initiative

Challenges to overcome:

  • Required truck drivers to store plastic containers on their trucks permanently occupying space between moves
  • Needed to explore solutions for reusing/returning the liner component (IKEA bags) since most customers didn’t see a use for keeping 20+ bags long-term
  • Determine the value of manufacturing Bellhops-branded bags vs. continuing to use IKEA-branded bags going forward

Read more on my Medium post Unbox Move Day