Turo — formerly RelayRides, is a company that operates a peer-to-peer car sharing marketplace.
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.
- No access to users
- Tight deadline (next week)
- Highlight emergency 24hr hotline
- Encourage self support
- Simplify access across all digital touchpoints
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.
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