About Guest pre cancellation

At Turo, there were 115,000 contacts recorded in 2023 under the cancellation Kustomer (CRM) category, occurring prior to guests' cancellations. We recognize numerous opportunities to enhance the guest cancellation flow, thereby reducing pre-cancellation contacts to meet the domain key result of Contact volume and handle time, while also minimizing guest effort to enhance customer loyalty.

Role

Project Type:

Mobile App Design

Product Designer

Team

Tools

Figma

Data Team, Engineering Team, PM

Background

Contacts before guests cancel the trip.

  • 115k contacts occurred in 2023 under the cancellation Kustomer category happening before guest cancellations.

  • 69% of cancellations occur during the free cancellation period.

Rebooking rate post guest cancellation: 40%

Average cost per offered contact in guest cancellation = $3.00

  • 115k (contacts) x $3 (average cost per contact) = $345k (operation saving) in handle time per year based on 2023 trip volume

Project focus

Why guest contact Turo before cancellation? (Problems)

From Kustomer (CRM) thread

The guest is not sure about the cancellation policy.

I want to cancel the reservation because I accidently booked the wrong date and found another vehicle with a cheaper daily price.I am wondering if I will receive a full refund.

When is the last day I need to make my decision to cancel for a full refund?

The guest is confuse about the cancellation fee

I understand that sometimes I need to pay a cancellation fee, but I am not sure how this is calculated.

Guest doesn’t know how to cancel the trip

Could you tell me how to cancel the trip and how much refund I can get?

Minimize guest inquiries during the cancellation process and encourage self-service options, thus avoid unnecessary contacts.

How might we

Current experience

Opportunities

Final Design

Start cancellation and refund policy

Reason and receipt

In this project, our aim is to empower guests to self-serve cancellations. As the entire company is focused on revenue growth, we have implemented a very guest-friendly refund policy. I anticipate that the next iteration of this project will present a more challenging task: how to effectively communicate complex operational strategies and business logic while still maintaining positive customer relationships.

We will continue to monitor the communication recorded in Kustomer (CRM) to observe guests' reactions based on the new interactions, as well as monitor the contact rate post-launch.

Reflection & Impact

Thanks!!!

Please contact me for more detail about this project!