The Challenge
With Tesla’s Robotaxi recently soft-launched as a standalone app, there’s growing curiosity about what a more unified and user-friendly experience could look like. This project explores how to design an intuitive journey that builds trust, feels natural for both new and existing Tesla users, and helps ease people into the idea of riding in a driverless car.
How might we design a seamless, trust-building Robotaxi experience, one that lives within the Tesla app, feels intuitive across platforms, and makes first-time riders feel excited (not nervous) to step into an autonomous vehicle?
Research
I talked to Tesla owners and ride-share users to learn what it would take for them to feel ready for a driverless ride. Most were curious but cautious, especially around safety, trust, and how it all works. Through interviews and usability tests, I uncovered what real people need to feel confident using Robotaxi for the first time, and those insights helped shape everything from app flows to key design choices.
What's This?
User Research Summary
Participants:
11 total (mix of Tesla owners and non-owners)
Varied across age, gender, and tech adoption levels
Range of familiarity with ride-sharing apps (Uber, Lyft, Waymo)
Test Focus Areas
Trust and safety perceptions toward autonomous ride-hailing
Ride-booking behavior and values (price, safety, convenience, brand)
Integration preferences (Tesla app vs. standalone service)
Willingness to adopt Robotaxi vs. Uber/Lyft
Reactions to potential features and incentives
Key Findings
Trust Issues
Most users are open to trying autonomous rides, but hesitate due to lack of human-like decision-making in emergencies.
Integration Preference
Tesla owners unanimously preferred in-app integration to avoid friction and app switching.
Safety Concerns
Real-time updates and emergency options were seen as non-negotiable for building trust.
Incentives Drive Adoption
Users were most drawn to free ride credits or early-adopter perks to encourage first use.
UX & Uncertainty
Many participants expressed confusion or unease about how the car would handle unpredictable situations, such as protests, accidents, or roadblocks.
Recommendations
Integrate Robotaxi into the existing Tesla app to streamline access and lower barriers for current owners. In addition, based on my research, we had a good support standing that would be open to allowing their vehicle to be used as part of Robotaxi fleet, which would further support why it's an ideal to keep Robotaxi into the existing Tesla app.
Improve in-ride communication, such as real-time status updates, trip transparency, and safety indicators.
Offer free trial rides or referral bonuses to reduce initial hesitation and spark trial behavior.
Proactively educate users on how Robotaxi handles emergencies or human interactions to ease skepticism.
Ideation
Designing for Trust, Safety & Seamless Transitions
1. Prioritizing Safety Features
Users value control and reassurance in a driverless car.
So I propose….
Bold “Pull Over” Button: Always visible during the ride
Bold “Support” Button: Quick access to emergency help or live assistance
Directional Transparency:
Clear speed limit and a current on-going speed.
Clear signal turning or upcoming direction to get the user to be aware of what's about to happen next.
2. Solving Pick-up Anxiety
A top friction point for first-time users is finding the right car.
So I reimagine the experience with…
Live License Plate ID
“Look for: ABC 123”“Lock/Unlock” or “Flash” or "Honk" Controls
Repurposed from Tesla’s existing app featuresReal-time Map Visuals
Show car en route and arrival animations
3. Seamless Ecosystem Navigation
Robotaxi doesn’t need to feel like a different app, it’s just a new Tesla feature.
Integrated within the Tesla App, not separate
UI consistency with other Tesla services
Familiar interactions = faster adoption & trust + easy integration for future fleet management for customers in the future to align with the Robotaxi business model
Solution
I listened closely to what made users hesitant, uncertainty around safety, confusion during pickup, and fear of the unknown inside a driverless car. To address these concerns, I focused on integrating Robotaxi into the existing Tesla app to create a seamless and familiar experience. I added clear pickup identifiers, such as plate-view prompts, introduced turn-by-turn ride updates for improved visibility, and incorporated trusted Tesla features like lock/unlock and climate control, reassuring first-time riders every step of the way.
Reflections
I’m proud of how this project evolved, from raw user insights to thoughtful, user-centered solutions. I’m especially content with how closely the final design aligns with the concerns we uncovered during our research. Creating trust in an autonomous experience isn’t simple. Still, I’m confident that the solutions I proposed, like seamless Tesla app integration and real-time ride visibility, moving in the right direction. That said, there’s still more to explore. This project only scratches the surface of what Robotaxi can become, and I’m excited by the possibilities ahead.
Key Learnings
Listening to users early on shaped every design decision we made.
Trust and safety aren’t just features, they're experiences that need to be felt.
Integration doesn’t mean complexity, it can be the bridge to familiarity.
Designing for the unknown requires empathy, not just innovation.
**Disclaimer**
This project was created as part of a student research initiative to further my understanding of user experience design and product development. It is not affiliated with, endorsed by, or representative of Tesla's official products or services. While I am employed at Tesla, I am not part of the Robotaxi team, and this project is entirely separate from my professional role. All images referencing Tesla or Robotaxi are used strictly for educational and illustrative purposes, sourced from Tesla's public gallery or generated for conceptual design only. This work is not intended for marketing, commercial use, or paid work.
