roadsurfer · Customer journey · Operations
Solving a damage problem upstream—by helping customers understand the camper before they drive away.
Campers are unfamiliar vehicles with many specific functions. As Product Owner, I led the initiative to improve the final checks so customers could understand the vehicle better before setting off and have a clearer reference for the vehicle state.
Problem
Prevent avoidable damage by improving understanding before the journey starts.
Customers complete a Camper Tutorial at home, but the real vehicle can still be difficult to operate. The final checks at pickup are the last opportunity to practise key functions on the actual camper and make sure customers understand them before they leave the station.
Product work
One task at a time—and no surprises about the vehicle state.
I led the technical implementation of the UX improvements for the final checks and supported the content team by providing clear guidelines for concise, task-focused content. We focused the customer on one task at a time, improved guidance for difficult functions and made the existing vehicle state transparent before the trip, creating a clearer reference point for both sides.
Product judgement
Improve understanding at the point where customers interact with the real vehicle.
I focused the intervention on the handover between learning at home and operating the actual camper. The final checks gave customers a practical opportunity to test key functions, ask questions and resolve uncertainty before departure. Making that moment clearer helped address a difficult operational problem through a focused customer-journey improvement.
Outcome
Damages per booking fell by 49%, with disputes down 13%.
The improved final-check experience coincided with a substantial reduction in damages per booking and fewer disputes. The result shows how a focused customer-journey intervention can address both customer understanding and operational cost at the same time.