Uber is a company that has been disrupting the transportation industry for a couple of years now. One of the biggest problems that they and other disruptive technologies face is how governments implement regulations that are lopsided to certain users and/or disconnected with reality.

In an effort to disrupt themselves, the City of Toronto teamed up with MaRs Solutions Lab to utilize user centered design to better understand users and their journey’s affected by this change, which is not typical when creating regulations. As a result, Toronto implemented the Vehicle-for-Hire regulation, which tries to balance all parties point of view.

Using human-centered design to update the regulatory system in Toronto