Turo

PRODUCT

Turo — formerly RelayRides, is a company that operates a peer-to-peer car sharing marketplace.

PROJECT

Support Site Redesign

Organize and label topics in a way that allows all users find to quickly find the information they’re looking for. Allow users who need emergency support via our 24 hr hotline to get it easily, while still encouraging less time-sensitive requests to go through email or other methods.

CHALLENGE

  • No access to users
  • Tight deadline (next week)

BUSINESS GOALS

  • Highlight emergency 24hr hotline
  • Encourage self support
  • Simplify access across all digital touchpoints

DESIGN PROCESS

HEURISTIC REVIEW – GENERAL THOUGHTS

The nomenclature used to categorize questions should be more intuitive. Referring to “renters’ as “travelers” is a bit confusing considering the service is facilitating car rentals. Information should be categorized better visually. Button nomenclature is not consistent from one screen to the next. I.e. button labeled “Payment & pricing” on Traveler Help screen but labeled “Pricing & payment” on Owner Help screen.

MOBILE

  • There are too many clicks to get to relevant information.
  • There are no signs communicating to the user where they are once they click a level down – no breadcrumbs.
  • Once a user views a help topic they have to press the back button three times to go back to the main menu and access other help categories. i.e. Owner Help.
 TABLET

  • There are no signs communicating to the user where they are once they click a level down – no breadcrumbs.
 DESKTOP

  • The green font used for the questions is not a very legible option.
  • The three buttons at the bottom of the page are confusing. How does “Contact Us” differ from “Call Turo Support”? – At first glance, there are too many options that seem to have the same purpose from a user perspective.

UNDERSTANDING THE USERS

Users who interact with the support page may or may not be part of the Turo community. This diagram outlines the different types of users that use the support page.

STAGES OF CUSTOMER EXPERIENCE

While interacting with the support page, the customer experience can be classified into three different phases; pre-transaction phase, a transaction phase, and a post-transaction.

CONCEPTUAL MODEL OF TURO SUPPORT

SEQUENCE DIAGRAM

WORKFLOW DIAGRAM

DESIGN

MOBILE

24 HOUR ASSISTANCE

OWNER

RENTER

 

 

TABLET

 

DESKTOP