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

Contact me for more details →

 

UX Strategy
Service design
Vision project
Workshop moderation

2021

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