New driver pay model

In fall of 2022, Lyft redesigned how drivers are paid so that they see their estimated earnings for a ride before they accept it. We knew this would present many challenges for support—pay is a very sensitive topic, and even though the goal of this change was transparency, we knew drivers would be alarmed at any change in how their earnings are calculated.

This project was very complex because it required running several driver experiments concurrently to find the best user experience. The Support Content team had to flex to make sure each user saw content that was relevant to their in-app experience, which required intensive organization and attention to detail. At one point we had 4 different versions of the same article live at one time, conditioned by region and user experience. Any changes that were made to the product had to be cross-checked and updated in multiple locations, while keeping in mind that not every user would experience each change.

My goal in drafting this content was clarity above all else. It was extremely important that drivers understood how the new pay model worked, and how it differed from their previous experience. Additionally, we had to maintain our neutral educational tone, while also subtly emphasizing this was a positive change for users. I worked closely with the Marketing team and internal support content teams to align on language so that users had a universal experience across multiple content surface areas.

Upfront pay

Upfront pay is a new driver experience available in certain regions. With upfront pay, you’ll see a ride’s route and total earnings before you choose to accept the ride.

With upfront pay, your earnings are based on a number of factors, which can include:

  • Estimated time and distance to complete the ride.
  • Travel to the pickup point.
  • Volume of ride requests in the area.

Since you see what you’ll earn up front, your earnings are no longer based on your rate card after the ride is complet

How it works

When you get a ride request, you’ll see all the details up front, including:

  • The amount you’ll earn.
  • The pickup and drop-off locations.
  • The estimated time and distance to complete the ride.
  • A map view of the full ride.

If you accept the ride, you’ll earn the amount shown unless there’s a significant change to the ride. The fare includes getting to the pickup point, so you start earning on your way to pick up your rider.

If a rider cancels before you get to the pickup point, the standard cancel policy applies.

Once the ride is complete, you’ll receive the earnings you saw up front. You’ll also receive any tips, tolls, and multi-ride bonuses you earned.

You can find a breakdown of each ride’s earnings in your Dashboard.

To see your earnings for a specific ride:

  1. Open the main menu, then tap 'Account.'
  2. Tap 'Dashboard,’ then tap ‘Driving history.’
  3. Select the ride you want to review.

Go to your Driving history →

Trip changes

With upfront pay, you'll always receive the earnings you were shown up front, unless there is a significant change to the ride. In that case, your earnings will be adjusted after the ride is complete.

These adjustments are made automatically once the ride ends, so you won't have to notify us if the trip changes.

After the ride is complete, you can view your ride details in the Dashboard. Your earnings adjustment, if applicable, will be shown in the ride receipt.

To view your ride details:

  1. Open the main menu, then tap 'Account.'
  2. Tap 'Dashboard,’ then tap ‘Driving history.’
  3. Select the ride you want to review.

Go to your Driving history →