About Post cancellation notification
At Turo, cancellations may stem from various reasons, which can generally be categorized into three groups: Host cancellation (due to vehicle quality or late return from a previous guest), Turo cancellation (due to verification failure, customer request, or host performance issues), or Guest cancellation (due to trip detail changes). The primary objective of this project is to minimize post-cancellation contacts and offer guidance to guests for rebooking.
Role
Project Type:
Mobile App Design, Email Design, Content Design
Product Designer
Team
Tools
Figma
Data Team, Engineering Team, PM
Background
In 2023, 7% of all contacts were cancellation-related (~60k per month).
On average, for every 100 trips completed, we receive approximately 3 contacts regarding cancellations.
1/3 of all cancellations come from guests and occur after the cancellation.
Types of cancellations
Cancellation focus
Turo driven cancellation represent only 12% of the overall cancellation, but more than 60% of the cancellation contacts volume (143.5K in 2023)
Reduce the # of contacts post-Turo cancellation and also promote self serve rebooking
How might we
Problems from guest
From Kustomer (CRM) thread
Guests not sure about next step after cancellation occur
I clicked the refund button when I received cancellation email, I can not access the rebooking flow after.
Guest don’t know what is going on with the money
What is the refund timeframe? How many days I need to wait for the refund?
How can I use my refund for another trip?
Missed cancellation notification
I missed the cancellation email and realized two days before the trip was scheduled to start. I would love to rebook another vehicle, but all the prices went up.
Current experience
Yellow yes is when the touchpoint exist but without guidance on what to do next, rebooking flow, or what we are doing with the money.
Turo cancellation email
Trip Detail page
Opportunities
AB Test
All guest receive Turo cancellation receive 50/50 split email notification and trip details message
(A) Control 50%
(A) Control 50%
(B) Treatment 50%
(B) Treatment 50%
We have observed a significant decrease in Turo cancellation-related contacts and an increase in the rate of rebooking entries.
Final Design
In this project, our aim is to achieve a ~40% reduction in Turo cancellation contacts, resulting in a $400k reduction in operational costs associated with handling time in 2024. With the company's growth trajectory, we are targeting over $1M in operational savings by 2025.
Currently, we are continuing to track additional entry points to pinpoint the optimal notification touchpoints. Meanwhile, we are monitoring the entry rate of the rebooking flow. In the next quarter, our focus will be on refining the rebooking algorithm to promote related inventory to guests and achieve a higher rebooking rate, aligning with our company goal of total trip days.
Impact & Next step
Thanks!!!
Please contact me for more detail about this project!