Turo
Safety Center
How do you get help when you’re driving a car booked on Turo? Safety Center was a major initiative to help guests feel prepared and protected if something happens to them or the vehicle during the trip.
This multi-phased project made getting help just a tap away. It also created a flexible design component that allowed for different help options based on user, trip phase, and incident severity. Instead of asking users what they needed, Safety Center let’s users to skim across a variety of options quickly and get immediate help, while also providing support for users with low-severity issues.
Additional outcomes included:
Multiple workshops held with teams from around the world, using their input to create journey maps with hundreds of nodes in order to understand all types of support situations
Multiple UX research projects focusing on guests, hosts, and internal teams to drive design decisions
Multiple protoyping and feedback sessions both internally and externally with real guests
Tangential research and conceptual research to solve for Black users who could face increased scrutiny about vehicle ownership if pulled over by police while driving a vehicle not registered in their name
Credits
Strategy: Israel Nevarez
Service design
UX Strategy
UI Design
Journey mapping
Workshop moderation
Design systems
Communication
Emergencies
2021