Early in the process, all UX flows were comprehensively documented and categorised by user intent. This allowed the project team to clearly delineate what constituted a self-serve information point versus an escalation issue, subsequently determining the appropriate level of conversational engagement required for a smooth user experience. Concurrently, I partnered with the Brand team to cultivate a distinct Turo AI brand identity and avatar. This visual identity incorporated targeted motion design and micro-interactions to significantly enhance user engagement.

To validate and refine the interface, two key rounds of user testing were executed. A focused usability study involving five participants was conducted to gauge user preferences regarding the chatbot's identity, appearance, messaging accuracy, sentiment detection capabilities, and the utility of pre-determined questions.

Perhaps the most critical and resource-intensive component was the continuous Quality Assurance (QA) and Evaluation process. This required various Domain Experts from across Turo to engage in a cyclical process of meticulously monitoring, maintaining, and refining the chatbot’s responses. This continuous oversight was essential to guarantee accuracy, regulatory compliance, and contextual sensitivity, both preceding and following the launch.