Turo - Admin Tool
In 2023, the team is focused on improving and re-designing the admin tool. Admin is our operational interface at Turo that acts as the gateway to all customer and reservation-related information It’s used to manage activities for Marketplace Support, Trust & Safety, Claims, Host Success, and numerous other teams 2,000+ users today
Team
Guest team
Year
2023 - 2024
Role
Lead Designer
Problems
Admin tool today has grown into an outdated and poorly organized platform that threatens business efficiency, growth, and customer satisfaction. These challenges reduce overall business efficiency, hinder team productivity, and lead to suboptimal customer experiences.
Goals
Streamline and organize information to enable agents to quickly access what they need, improving efficiency and effectiveness. Redesigning the Vehicle and Reservation pages will enhance usability, optimize workflows, and support overall business growth.
Research
Collaborating with another product designer, we conducted use case analysis and feature prioritization to organize and identify key information for more efficient functionality. I interviewed 10 participants to uncover pain points and problems we aimed to address through the admin page redesign. To align the team, I facilitated a remote workshop to gather insights, conduct card sorting, and explore feature use cases and strategies for tackling these challenges.
Final Design: Empathetic Notifications
Design began with the dashboard. We wanted to ship fast, so I lowered the engineering lift by balancing existing patterns and net-new designs. I worked with my engineer to find and apply existing patterns in the new context, one of the results was the dashboard.
Design Solutions
Long-term strategy is to automate the rebooking experience without involving CS help. In collaboration with design teams to identify design opportunities and consulted with product management, engineering, and data science teams to incorporate their perspectives.
Final Design: Empathetic Notifications
The email includes details about GHI information, how the travel credit works, and a list of recommended vehicles. It guides the user directly to the checkout page to either replace the vehicle or explore other options.
Final Design: Safety Recall, Turo Go, Inspection Details, and Unavailability List pages
The redesigned Safety Recall, Turo Go, Inspection Details, and Unavailability List pages improve agent efficiency by streamlining workflows. These updates enhance safety compliance, simplify keyless access setup, centralize inspection tracking, and optimize downtime management, ensuring a seamless and effective user experience.
Product Impact
Streamlined access to essential information, improving customer support handling time by 10%. By prioritizing and grouping key details and organizing them into tabs, agents can quickly locate critical information without excessive scrolling.
Learning
Designing an internal product for Turo's customer support team presented the challenge of understanding the CS lifecycle and gathering honest feedback from BPO agents. To overcome this, I worked closely with internal agents to identify their key pain points and explored solutions to streamline task management and property information organization. This collaboration aimed to enhance agent satisfaction, ultimately improving both frontline agent performance and customer satisfaction.