Hello, I am Irving!
Senior Product Designer @ Turo, helping our renters have a 5-star car rental experience.
Experience
What I am focus on
Guest Cancellation
Mobile | Reduce contact volume | Customer Self-Serve
Successfully reduced guest pre-cancellation contacts by ~8% during product AB test period
Rebooking credit experiment
Mobile | Unmoderated research | Customer Self-Serve
Increase ~33% of post-cancellation conversion rate
Digital Concierge v2
Enterprise | Agent Efficiency | Appointment Experience
Redesigned the concierge system, increasing the efficiency of collaboration between store employees and managers
Post-Cancellation Notification
Mobile | Reduce Contact Volume| Promote Rebooking
~40% reduction in Turo cancellation contacts, resulting in a $800k reduction in operational costs