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I don't disagree that tipping has a lot of problems. However, instacart is intentionally using "dark patterns" in UX (names, positioning) to mislead end users
by rdl 10y ago
I don't disagree that tipping has a lot of problems. However, instacart is intentionally using "dark patterns" in UX (names, positioning) to mislead end users into thinking paying a higher service fee goes to the driver.
There was a far easier way to do this (a fixed order charge which is clearly an instacart fee, and then a separate tip clearly marked as per driver) -- the right solution would probably be to do like Amazon and reduce the fixed order charge or eliminate it when customers buy certain high margin items, make large orders, or sign up for a subscription.
- wwalser 10y agoLabeling a service fee a service fee isn't a dark pattern. Nothing about "service fee" makes me thing it's going to the driver. Also, per the article, the service fee wasn't originally something that could be changed. It was a static 10%. Neither you nor I have enough information to know if 10% is enough to pay drivers a living wage. Maybe it should have been 15% or more but there is no way for me to know. I am, however, very confident that a service fee that goes into a common pool and is paid out across all workers is a better solution than customers tipping.