Turo
Damage Reporting
How do you report an accident while on a Turo trip? What if it’s just a little bumper sratch? Damage Reporting migrated the lengthy web-only claims experience to the Turo mobile apps, while shortening completion time and solving for varying damage severity.
Damage Reporting solved for situations that rarely get design prioritization: High severity, but low frequency — when they do happen its stressful for everyone. This initiative closed the gap for Guests and Hosts who had to rely on a lengthy web-only experience when both types of users primarily use the Turo app to manage their trips and vehicles.
Additional outcomes included:
The project removed the requirement for guests and hosts to take photos separately and then upload them manually.
Created a single claims experience in-app, with no separate website required.
Brought the Claims Calculator in-app, using an existing API so Hosts could have “next steps” guidance based on damage severity.
Tied in with another project called Claims Dashboard that allowed hosts to manage claims in-app.
Solved for high severity (totaled vehicles) and low severity (minor scrapes) by putting the initial review process in the hands of Hosts who can choose to file a claim, work it out with the Guest directly, or ignore if the damage was insignificant. Something hosts asked for during UX research.
Credits
Mobile UI: Ashley Ng
UX Strategy
Service design
Journey mapping
Workshop moderation
Design systems
Emergencies
Insurance
2021