Make Turo Trips Go Smoothly from Confirmed Booking to Final Charges

Turo is a peer-to-peer car rental marketplace: hosts list their own cars and guests rent them. As a product manager, improve the Turo experience for everything that happens after a booking is confirmed. ```hint Walk the trip after checkout Split the time after booking into stages, from the wait before the trip to the moment the last charge is settled, and look for the points where two strangers sharing one car are most likely to let each other down. ``` ### Clarifying Questions - Should I improve the experience for guests, for hosts, or for both sides of the handoff? - Does the post-booking period end when the car is returned, or does it include later steps such as extra charges, damage claims and reviews? - Is the main goal more repeat bookings, fewer support contacts and disputes, or fewer trips that fall through after booking? - Are both in-person key handoffs and contactless pickups in scope? ### What a Strong Answer Covers - A deliberate choice of user and segment in a two-sided marketplace, with the stages of the journey after booking laid out - Pain points at each stage, ranked by frequency and severity, including cancellations, pickup logistics and charges that appear after the trip - Prioritized solutions that account for the work they add for the other side of the marketplace - Success metrics tied to the goal, with guardrails for host supply, cost and fraud - Risks and edge cases such as late-night pickups, privacy and disputed evidence ### Follow-up Questions - A host cancels the night before a guest's airport pickup. What should the product do, and who should pay for the fix? - How would your design change for hosts who run a small fleet rather than renting out one personal car? - How would you check that a stricter photo check-in reduces damage disputes without making pickups noticeably slower?