Christina Skowronek & Carley Kramer Trivette

EME 620 Systematic Instructional Design

Lyft Learner, Contextual, & Task Analysis

LEARNER ANALYSIS
General Characteristics

General
Characterist
ic

Mentors
Characteristics

Explanation

Age:

21+ years of age

Lyft HQ Requirements; based on insurance

policies and local/state regulations

Gender:

Females and
Males

Typically, there more females, with the

percentage at 65% females and 35%
males

Experience:

An average of
two months
driving with the
company

Mentors are chosen based on number of

hours driven and must have completed
at least 50 rides with ratings that do not
fall below a 4.8 on a 5.0 scale

Educational
Experience:

View all three

instructional
videos

Lyft HQ Requirements; to ensure all drivers

are aware of policies/rules/regulations and
have a basic understanding of the
rideshare concept, as well as Lyft points of
difference

Additional
Education
Experience:

Be a diverse
learner and
maintain a high
level of
motivation

The nature of this role requires drivers to

think on their feet in various situations

Language:

Fluent in English

The Lyft application is only published in

English and it is the expectation that all
Drivers be able to converse fluently with
passengers

Specific Characteristics

Mentors must have knowledge in iOs or Android devices to navigate through

the application. In addition, a clean background (criminal/vehicular), valid car
insurance, drivers license, and a vehicle newer than 2005 are required. It is
important that mentors are aware of city knowledge and events that occur around
town to give their passengers the best experience possible. Some of the aptitudes
and attitudes that are required include positivity, enthusiasm, great listening skills,
and excellent communication abilities. Each mentor must be able to communicate
clearly with those that they will be mentoring. Also, being respectful and
professional within the parameters of the Lyft culture is a must. Each mentor should
possess the desire to grow and create stability within the local community, as well.
In addition, they are expected to have superior customer service skills as well and
maintain a buy in attitude towards cultural impact. The learners are expected to
be flexible with variable workplace locations and be able to operate efficiently under
pressure. Ideally, they should be healthy individuals with attentiveness and clear
vision for driving on the road.

CONTEXTUAL ANALYSIS
Orienting Analysis
Through completion of the instructional unit, Mentors will be able to:
1. Navigate the Mentor component of the Lyft application
2. Utilize the knowledge obtained through completion of instructional
materials
3. Identify & Express key points of the Lyft culture
4. Maintain knowledge/enthusiasm for the Lyft brand
The skills listed above are essential for Mentor success and will aid the
learner in the completion of their daily responsibilities. Through this instructional
unit, mentors will be provided with a complete overview of Lyft Driver selection
protocol. Subjects covered include how to navigate the Mentor section of the
mobile app, review official documents, conduct a 19-point vehicle inspection,
and identify the best Lyft Driver candidates. There will also be detailed
information reviewing corporate brand culture and how to effectively
communicate the Lyft message.

Mentors certified through this instructional unit will be held 100%

responsible for the knowledge obtained through the training. Each learner, upon
completion of instruction, will have the knowledge required to identify and
develop the best Lyft Drivers in their assigned territory. Although Lyft HQ does
not have staffing in each local market, Community Managers are assigned to
each region and will be responsible for tracking Mentor/Driver performance.
Mentors with Driver Mentees falling below a 4.0 on the Lyft rating scale will have
their Mentor status reviewed and possibly revoked. In addition, Mentors found to
be conducting Driver test drives/interviews less than an hour long will also be
subject to removal from the Mentor program.
The design team will remain accountable to the user by including short
program evaluation surveys at the end of each instructional unit. Frequent
analysis of effectiveness and satisfaction will be conducted in order to confirm
the tool is useful for Lyft HQ and their target learners. Product enhancements
will be made, as needed, based on the results of these evaluations, combined
with Mentor/Driver performance scores and modifications requested by Lyft
leadership.
Instructional Context
All instruction will occur within the environment of the Lyft mobile app.
Due to time, distance and financial constraints; it is not feasible to conduct this
training synchronously or in a classroom setting. Mentor candidates will be
prompted each time they engage the app that they have an instructional unit in
queue and will have the flexibility to complete the training at their own pace.
Should they decide to postpone or decline the opportunity, they can do so at the
click of a button and resume Driver/Passenger activities. However, the offer will
expire after 30 days in order to control Mentor headcount; the candidates status
will be reviewed after two months, and pending above average statistics, he or
she will be allowed a second opportunity to complete the training.
Transfer Context
Immediately following completion of the instructional unit, the learner will
have the opportunity to utilize knowledge acquired through the Lyft Mentor
Training program. Upon completion, the Driver will be activated as a Mentor in

their Driver profile and will be matched to potential Driver candidates based on
proximity whenever they are in Driver Mode. The Mentor will have the
opportunity (30 seconds) to accept or decline the request. If accepted, the
Mentor will be prompted to utilize the in-app calling feature and contact the
Mentee to set up a secure location to meet for the interview and test-drive.
During the Mentor Session, Mentors will be expected to cover all topics outlined
in the Mentor instructional unit.
In order to support the Mentors and reaffirm instructional objectives,
learners will be provided with several tools and resources to assist them in
application of the knowledge acquired through the training:
In-App Checklist - Checklists built into the Lyft mobile app Mentor session
will assist learner in recalling important talking points and vehicle
inspection steps
Mentor Facebook Community - This robust online community will allow
Mentors from across the country to interact with each other and share
best practices
Monthly Mentor Newsletter - Lyft HQ will be able to keep learners up to
date on new policies, initiatives and product roll-outs through a monthly
publication sent via email to all registered/trained Mentors
Mentor Toolkit - Located within the Driver portal (accessible only by
registered/trained Mentors), learners will be able to access training
documents, helpful fact sheets, troubleshooting guides and FAQs in the
Online Mentor Toolkit
TASK ANALYSIS
Topic Analysis

Proced
ure Analysis
1. Contact the assigned Mentee to ensure they are prepared for the Mentor
Process
1.1. Accept mentor request via the Lyft application
1.1.1. Select the blue Accept Request button before the 20 second
countdown has expired
1.1.2. Mentee will also accept the request on Lyft application
1.1.3. When Mentee does not accept the initial request within 20
seconds
1.1.3.1 Set up a second request through the application
1.1.3.2 If the Mentee still does not accept second request call
the Mentee to schedule another session
1.1.3.3 After a third point of contact the session may be
cancelled
2. Initiate Mentor session preparation
2.1 Call Mentee so they know what to expect out of the mentoring process
2.1.1. Remind Mentee to bring necessary documents: drivers
license, registration, and vehicle insurance
2.1.2. Evaluate Mentees enthusiasm and personality
2.1.3. Select a designated spot to meet the Mentee
2.1.3.1. Designated meet-up location should be public and
proximal to both Mentor and Mentee starting location

2.1.3.2. Follow the Mentee movements to the designated spot

to ensure they are able to follow their GPS navigational
system
3. Begin vehicle and driver evaluation upon Mentee arrival
3.1 Evaluate vehicle against Lyft standards of excellence
3.1.1. Take photo with mobile device of Mentees drivers license
and upload to Lyft application
3.1.1.1. Check name to make sure it matches the Mentee
information in the app
3.1.1.2 Check for DOB to ensure Mentee is at least 21 years
of age
3.1.2 Take a photo with mobile device of Mentees car insurance
and upload to Lyft app
3.1.2.1
Ensure make and model on insurance documents
match make and model of the vehicle
3.1.2.2. Enter insurance policy expiration date and state in
app
3.1.3. If Mentee is missing vehicle insurance take photo of
registration
3.1.3.1. Instruct Mentee that they will need to send an
electronic copy of their insurance policy to drive@lyft.com
3.1.4.

If Mentee is missing drivers license end the session

3.1.4.1. Inform Mentee they will need to reschedule the
session for a later date

3.1.5. Take a photo of Mentees vehicle

3.1.5.1. Align the photo of the car so that the outline of the
vehicle fits into the outline on the application
3.1.5.2. Enter the vehicle color into the app
3.1.6. Take a photo of the Mentee
3.1.6.1. Ensure Mentees shoulders are square and facing
directly toward the camera
3.1.6.2. Ensure Mentees face is clear and visible with no
squinting
3.1.6.3. Ensure Mentee removes any paraphernalia such as
hat, glasses, etc.

3.1.6.4 Photo should be taken against a plain /flat background

3.1.7. Complete the 19-point vehicle inspection by selecting yes or
no in the application
3.1.7.1 Verify license plate and state
3.1.7.1.1 Enter license plate state and expiration into
the app
3.1.7.2. Examine vehicle exterior for visible damage
3.1.7.3. Certify cleanliness of the vehicle, both interior and
exterior
3.1.7.4. Confirm tires are in excellent condition
3.1.7.5. Guarantee all seatbelts work properly
3.1.7.6. Ensure doors open, close, and lock suitably
3.1.7.7. Authorize there are no cracks in windows and/or
mirrors
3.1.7.8 Ensure car headlights and turn signals are functioning
correctly
3.1.7.9. Confirm horn on vehicle is fully functioning
3.1.7.10. Approve windshield wipers are functioning
appropriately
not
session

3.1.8. Confirm vehicle meets the standards of excellence, if not, do

recommended to become a Lyft Driver at the end of the

3.2. Evaluate Mentee against Lyft standards of excellence

3.2.1. Show Mentee how to use the Lyft application for both Driver
and Passenger
3.2.2. Highlight the culture of Lyft
3.2.2.1. Explain the importance of the pink mustache
3.2.2.2. Ensure Mentee understands why Passengers love the
safety, convenience, and payment method of Lyft
3.2.2.3 Describe why Drivers offer Passengers the opportunity
to control the music selection
3.2.2.4. Clarify importance of Drivers matching the energy of
the Passengers
3.2.2.5. Ensure Mentee understands how to spread the word
of Lyft

3.2.2.6. Explain five star rating systems to Mentee

3.2.2.7. Describe community building initiatives
3.2.2.7.1. Lyft for Good
3.2.2.7.2. Weekly Driver Socials
3.2.2.7.3. Community Events
3.2.3. Ask Mentee to drive to a selected destination
3.2.3.1. Evaluate Mentees comfort level with another person
in the car
3.2.3.1.1 If Mentee does not obey traffic laws you may
not recommend them at the end of the session
3.2.3.2. Assess Mentees comfort level to while navigating
with directions
3.2.3.1.2. Ask Mentee to use GPS directions and/or give
verbal directions
3.2.4. Explain how Mentee will get paid when driving Passengers
3.2.4.1. Ensure Mentee knows that all payments will be paid
through the application and cash should never be accepted
4.0. Evaluate and Rate Mentee
4.1. Complete an evaluation checklist once Mentee has left the session
4.1.1. Evaluate Mentee using the checklist in the application
4.1.1.1. Assess if Mentee was friendly and easy to talk to
4.1.1.2. Explain if Mentee presented him/herself well and had
overall good hygiene
4.1.1.3. Evaluate if a Passenger would feel comfortable riding
with this individual
4.1.1.4. Check yes or no if Mentee followed all traffic
regulations/laws
4.1.1.5. Select if Mentee should or should not become a Lyft
driver
rating will be

4.1.1.6. Estimate what you would assume Mentees lifetime

based on the training session
4.1.1.7. Indicate comments and concerns in the comment box

4.2 Click submit and the evaluation will be sent Lyft HQ for final review
and Driver selection