LYFT · TEEN RIDERS
Making safety feel reassuring, not scary.
A ride experience for teens had to earn a parent’s trust, preserve a teen’s independence and give drivers the clarity they needed.
MY ROLE
Senior Content Designer · Product strategy
FOCUS
Safety · Trust · Multi-audience journeys
PARTNERS
Product · Design · Legal · Safety
OUTCOME
A cohesive new rider experience
3
connected audiences served by one coherent safety experience.
01 · WHAT I SAW
Trust meant something different to each audience.
Parents needed confidence, teens needed autonomy and drivers needed clear expectations.
02 · WHAT I DECIDED
Build trust through orientation, not alarm.
I explained safeguards in context so safety content increased confidence instead of anxiety.
03 · WHAT I BUILT
One service story across three journeys.
The hierarchy coordinated onboarding, ride setup and in-ride moments across teens, parents and drivers.
THE EXPERIENCE
Trust had to show up in the product.
Safety became visible through guardian tracking, rider verification and communication among teens, guardians and drivers.
GUARDIAN VISIBILITY · RIDE IN PROGRESS
CONNECTED COMMUNICATION
PICKUP VERIFICATION
ACCOUNT DISCOVERY
04 · WHAT CHANGED
Safety became part of the experience.
Each audience could understand the protections, their role and the next step without losing dignity or agency.
NEXT CASE STUDY
Creating a self-service system
→
LYFT · TEEN RIDERS
Making safety feel reassuring, not scary.
A ride experience for teens had to earn a parent’s trust, preserve a teen’s independence and give drivers the clarity they needed.
MY ROLE
Senior Content Designer · Product strategy
FOCUS
Safety · Trust · Multi-audience journeys
PARTNERS
Product · Design · Legal · Safety
OUTCOME
A cohesive new rider experience
3
connected audiences served by one coherent safety experience.
01 · WHAT I SAW
Trust meant something different to each audience.
Parents needed confidence, teens needed autonomy and drivers needed clear expectations.
02 · WHAT I DECIDED
Build trust through orientation, not alarm.
I explained safeguards in context so safety content increased confidence instead of anxiety.
03 · WHAT I BUILT
One service story across three journeys.
The hierarchy coordinated onboarding, ride setup and in-ride moments across teens, parents and drivers.
THE EXPERIENCE
Trust had to show up in the product.
Safety became visible through guardian tracking, clear rider verification and communication among teens, guardians and drivers.
GUARDIAN VISIBILITY · RIDE IN PROGRESS
CONNECTED COMMUNICATION
PICKUP VERIFICATION
ACCOUNT DISCOVERY
04 · WHAT CHANGED
Safety became part of the experience.
Each audience could understand the protections, their role and the next step without losing dignity or agency.
NEXT CASE STUDY
Creating a self-service system
→
LYFT · TEEN RIDERS
Making safety feel reassuring, not scary.
A ride experience for teens had to earn a parent’s trust, preserve a teen’s independence and give drivers the clarity they needed—all at the same time.
MY ROLE
Senior Content Designer
Product content strategy
FOCUS
Safety and trust
Multi-audience journeys
PARTNERS
Product · Design
Legal · Safety
OUTCOME
A clear, cohesive
new rider experience
3
connected audiences—teens, parents and drivers—served by one coherent safety experience.
01 · WHAT I SAW
Trust meant something different to each audience.
Parents needed confidence. Teens needed autonomy without feeling watched or talked down to. Drivers needed to understand what was different and what was expected of them.
02 · WHAT I DECIDED
Build trust through orientation,
not alarm.
I established a direction that explained safeguards in context: what was happening, why it mattered and what each person could do next. Safety content should increase confidence, not create anxiety.
03 · WHAT I BUILT
One service story across three connected journeys.
I shaped the content hierarchy across onboarding, ride setup and in-ride moments—setting expectations, making safeguards legible, clarifying roles and preserving teen dignity.
THE EXPERIENCE
Trust had to show up in the product.
The experience made safety visible at the moments it mattered: helping guardians follow the ride, giving teens clear verification tools and keeping everyone connected without taking independence away.
GUARDIAN VISIBILITY · RIDE IN PROGRESS
CONNECTED COMMUNICATION
PICKUP VERIFICATION
ACCOUNT DISCOVERY
04 · WHAT CHANGED
Safety became part of the experience.
Parents could see the protections, teens could understand their agency and drivers could act with confidence. The work created a reusable principle: communicate risk honestly, but design around capability and next steps.
NEXT CASE STUDY
Creating a self-service system
→