Turo’s Customer Data Platform
Turo’s Customer Platform is an internal tool widely used across the company by teams such as Engineering, Operations, Product, and Design. It serves as a central hub for accessing and managing customer-related data, including customer profiles, vehicle details, claims, and promo code usage. The platform also supports engineering needs like troubleshooting, testing, and QA.
Role
Project Type:
Desktop Design
Lead Product Designer
Team
Tools
Figma
Data Team, Engineering Team, PM
As the company grows, it’s getting harder to manage support costs.
We need better tools to help agents work more efficiently and keep the customer satisfaction strong.
Problems
Target persona
Goal and strategy
What we learn from agent focus group
Focus group of 50 agents, 50% of them are 1+ year experience, 50% of them are their first 90 days
Current experience
Organize information more effectively to help agents work faster,
reduce training time, and shorten support handle time
How might we
Main Navigation
We started with a moderated card sort to help narrow down key information and better understand how each navigation item is used.
Outcome
Sub Navigation
We currently list many similar nav items individually. There’s an opportunity to pre-group them, making it easier and faster for agents to access relevant information
Content
Unmoderated card sorting exercise
10 participants across different lines of businesses
- Pre/Post-trip
- Active trip
- Claim
- Verification
Pre-set categories:
- Driver information
- Driver settings
- Driver status
- Vehicle information
- Reports
- Parking lot - Not sure which categories
Prioritization
Moderate interview with agents from major lines of business to prioritize the information in each category (Information, status, reports, status, vehicle)
Outcome - Driver information
Final Design
Driver main page
Driver -> Vehicle list
Launching plan and timeline
We prioritize launching from larger agent groups into smaller, as it allows us to gather feedback and see returns earlier
Outcome
Three months after the full rollout, the average handle time was reduced by ~2 minutes across all call centers, with a 30-second reduction in average hold time—benefiting approximately 3,000 external agents across 5 countries
Thanks!!!
Please contact me for more detail about this project!