How do we create an onboarding experience for a major feature change?

Turo Go Digital

My Role —

User Experience &
User Interface Design

@turo

Unlike the conventional Turo experience, Turo Go takes out the burden of physical handoff between the host and the guest. Instead, the guest uses the Turo app to unlock the vehicle and retrieves the car key to begin their trip. Turo Go started with a hardware installation that allowed this contactless handoff, but at the time of this project, it was transitioning to a 100% digital installation. Therefore, my tasks were to craft the experience for the host to install and manage their Turo Go vehicles.

How it works

Upgrade to Turo Go

The upgrade page serves as a one-stop destination for a host to learn everything needed to upgrade their vehicle to Turo Go and go through the upgrade. The most significant focus of this page is providing an educational moment for hosts to understand what we mean by Turo Go Digital.

Turo Go manager

The redesigned Turo Go manager helps hosts easily view, activate, and manage their Turo Go eligible fleet. Since Turo Go Digital was just being announced to the hosts, providing adequate education on different types of Turo Go, hardware, and digital was also essential. Working with the Design System team, this page got a major uplift in typography, colors, and composition.

Process

From hardware to digital

Turo Go allows Turo guests to check into a vehicle without meeting the host using the app to unlock the car. It eased the check-in and check-out process, but the Turo Go installation required a hardware device to be mounted on hosts' vehicles. Turo Go Digital was a product that got rid of the hardware installation. The entire installation is done digitally, so there are no worries for the hosts about a lengthy and intrusive installation procedure.

Understanding the current registration experience

We gathered all the existing screens the user goes through, from discovering Turo Go vehicles to finishing their installation and activation. Feedback was collected from our internal teams and user research, and we mapped out the top user emotion and thoughts on each stage of the flow.

From research, we found that about 18% of hosts invited to upgrade to Turo Go were calling CS to ask questions about their installation status or to understand the feature in general.

We drew a journey map of a host discovering Turo Go and upgrading for the first time.

Areas of opportunity

The current upgrade page clearly needed better education tools for the users to understand how Turo Go works and what the installation process entails.

Host registered and managed their Turo Go fleet through the Turo Go page, but the current Turo Go page needed vehicle details such as installation status, active/inactive, or need of maintenance.

Explorations

We explored various versions of the Upgrade page and the Turo Go manager, focusing on giving more tools to self-educate and improving clarity about the entire process. For the Turo Go manager, it was also essential to understand the types of statuses and actions that are helpful for the hosts when they are managing multiple Turo Go vehicles.