Turo support portal redesign. Improving self-service by 30%.
Turo is a peer-to-peer carsharing company based in San Francisco, CA. It has 4 million registered users and 170,000 owned cars available for rental. The company allows private car owners to rent out their vehicles via a web and mobile interface. Turo reached out to us to help redesign their customer support experience. This offered us a unique opportunity to define the look and feel of a 5-star, custom branded support experience.
Findability challenge
Turo faced UX and UI challenges regarding their customer support portal. Users struggled to find the information they needed and thus had to create ticket requests. It’s vital for support teams to address those tickets as soon as possible, but the influx of tickets overloaded the team and they began to fall behind.
This is what formed our goals, which were twofold. First, our UI/UX design agency needed to increase the “self-service” score. Second, we needed to design a fresh, Turo-branded look for the support portal.
Self-service goals
We discussed these results with Turo’s team, defined their main areas of improvement needs and set our goals.
The main initiative was to improve the “self-service” score by 30% and as a result, reduce the number of tickets created.