Turo - Gearbox

Challenge

As Turo grew, support costs were on track to exceed $90M by 2026 — nearly half our operational staff cost. Agents were navigating fragmented tools, archaic interfaces, and 60+ data points per contact across seven distinct workflows. We needed a unified platform that would boost productivity without sacrificing the quality of support.

Team: I led a team of 2 designers, 1 PM partner, 4 engineers, 1 data scientist, and 1 UX researcher.

Solution

• A foundation built for seven jobs
  Gearbox replaced a sprawl of legacy tools with a single platform built on a shared component system. One IA, one content layer, one set of patterns — flexible enough to serve Active Trip, Verifications, Claims, and four other workflows, each with their own surface but a shared spine.
  
  

• Sequenced for compounding leverage
  We started with the highest-volume workflow, Active Trip, to learn fast, then layered Verifications and Claims on top of the foundation. Each new workflow shipped faster than the last because it inherited the system.
  
  

• A platform that earned its AI layer
  The shared foundation became the foundation for Ask Turo AI, an assistant trained on Turo's help content that handles guest questions before they reach an agent. Without the platform foundation, the AI layer would have needed a custom integration for every surface.

Business impact

• Average handle time dropped two minutes within three months of rollout translating to over $1.5M in annual savings.
• CSAT increased 3 points among the agent base.

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