Rebook reservation - Scenario

A guest books a car for their upcoming trip, but a day before the pickup, the host cancels due to an unexpected maintenance issue. Since the trip was planned in advance, prices for similar vehicles have increased, and availability is now limited. The rebooking credit provided may not fully cover the cost of a new reservation. In this case, the guest needs to contact support for assistance in finding an alternative booking.

Role

Project Type:

Desktop Design

Lead Product Designer

Team

Tools

Figma

Data Team, Engineering Team, PM

We are using significant customer support resources to manage rebooking, yet customer satisfaction remains low

Problems

Insight

Guest feedback

Agent feedback

Current experience

  • Create a better tool to help agents handle rebooking more easily.

  • Prevent agents from accessing user accounts to build customer trust.

How might we

Purposed solution v0

Create a all in one guided flow for our internal admin tool to help agent finding vehicle, creating reservation, and finishing payment

Feedback

Final Design

Agent experience

Guest experience - Notification

Guest experience - Checkout

Successfully reduced agent handle time by ~8 minutes during the pilot.

Outcome

Thanks!!!

Please contact me for more detail about this project!