As Lead Product Designer, I was tasked with identifying and addressing key guest pain points within the car pickup experience at airports, from user research, design pairing, and opportunity mapping, all the way through to end-to-end prototypes and final polish. Additionally, I needed to reduce our support ops overhead and costs by interfacing guests with an AI agent that answers critical questions and resolves concerns for them during a trip.
Historically, Turo hosts must facilitate the entire guest trip experience, from sending guests instructions on where and how to pick up the car, to playing the role of support agent and troubleshooting common issues. This collaboration model leads to a very variable and unpredictable trip experience for guests and a ton of work and upkeep for hosts managing their business trip-to-trip. As a fallback, both parties bombard our support teams with questions and concerns, from trivial to escalatory and complex, driving up costs for the business to support.
User: Ensure guests have a seamless and predictable car pickup experience while addressing any of their questions or concerns with an AI agent
Business: Reduce support contacts and AHT and increase guest 5-star trip ratings at airports
1 Year, September 2024 - September 2025
Design Director