Challenge Analysis
The roadsurfer fleet is expanding, leading to more intricate processes. One such process that needs optimisation is the handling of car damage during the return process at the station. Currently, the damage documentation process is time-consuming, with agents inspecting and photographing damages alongside the customer, then uploading and categorising these damages in the system. Objective: To optimise and expedite the damage process from both the customer's and agent's perspectives.
Customer Side Concepts
1. Pre-arrival Notification
Before arriving at the station, the customer should have the option to notify the station of any damages via the roadsurfer app. They can take photos, provide a brief description, and even categorize the damage themselves. This pre-notification can mentally prepare both the customer and the agent for the return process.
a. Chatbot Assistance
Before arriving at the station, customers can interact with a chatbot in the roadsurfer app or website. This chatbot can guide them on how to document damages, answer FAQs, and provide reassurance.
b. Video Walkthrough
Instead of just photos, customers can record a short video walking around the car, highlighting and verbally describing the damage. This can provide a more comprehensive view of the damage context.
c. Offline Support
Considering network issues that might arise at certain locations, ensure that the damage reporting feature in the app works offline, storing information to be uploaded when the network is available.
d. Empathy Messages
Recognizing that damages can be stressful, the app can provide empathetic messages, assuring the customer that accidents happen and guiding them on the next steps.
e. Transparent Process Overview
Offer a clear, step-by-step guide on what happens after damage is reported, from assessment to repair to billing. Knowing what to expect can reduce anxiety.
f. Loyalty and Incentives
Offer loyalty points or discounts on future rentals for customers who proactively report and document damages. This not only encourages honesty but also fosters brand loyalty.
2. Damage History
Customers should be able to view the damage history of the car from the time of pickup. This way, they can be assured that they won't be blamed for pre-existing damages.
Transparent Pricing
If possible, provide an estimated cost for the repair of the reported damage. This transparency can reduce anxiety as customers will know what to expect.
4. Feedback Mechanism
After the process, customers should be able to provide feedback on the damage assessment process. This can help in refining the process further.
Agent Side Concepts
1. Category Selection
a. Predictive Text and Auto-fill
As agents type or describe damages, the system can predict and auto-fill information like categories, speeding up the documentation process. And the entry text of agents can be added as a note for clarification.
b. "Other" Category with Notes Field
Introduce an "Other" category in the dropdown menu. When this is selected, a mandatory notes field should appear, prompting the agent to provide a detailed description of the damage.
c. Dynamic Categorisation
Implement a system that learns from the "Other" descriptions entered by agents. Over time, frequently entered descriptions can be suggested as new categories or sub-categories.
d. Hierarchical Dropdowns
Instead of a single dropdown, use a hierarchical system. For instance, after selecting "Exterior Damage," a secondary dropdown could appear with more specific options like "Scratches," "Dents," etc. If none fit, an "Other" option with a notes field can be used.
e. Tagging System
Instead of or in addition to dropdowns, use a tagging system where agents can select multiple tags that describe the damage. This allows for more flexibility in describing complex or multifaceted damages.
