Turo
Resolution Center Vision
This vision project aimed to completely overhaul the most frustrating challenge on the platform: When Guests damage cars, Hosts have to navigate a complex system that has lead some to stop hosting entirely.
This project was one of my most influential and impactful design projects at Turo and I’m proud of completing a complete vision in 30 days, while including as dozens of stakeholders from around the world.
This vision work was focused on two things: 1) convincing others to accept Turo wasn’t perfect, and 2) crafting the best solutions based on input from globally-linked but regionally-separate departments. I hosted 8 workshops over 3 weeks to craft a visionary home to manage these types of violations & claims. The plan included solving the upstream problems, crafting new entry points to a future Resolution Center, and simplifying complex policies as more Hosts join the platform.
Additional outcomes included:
Moderating multiple workshops to ideate, solve, and wireframe design ideas
Presenting the final vision to Product & Design leadership
Showing leaders that implanting different flows to file, manage, and solve claims, reimbursements, and policy violations was directly impacting Host churn
Setting the bar for what vision work and stakeholder collaboration should look like at Turo
UX Strategy
Service design
Vision project
Workshop moderation
2021