Resolve the VOC of Infant Users by Automatically Adding Baby Seats
Toyota Rent-A-Car
Issue Identified
Customer Service Complaints from Users Unaware of the Legal Requirement to Install a Baby Seat
“Pop-up notice? I didn't read it”
There was a pop-up notice, but most people overlooked it.
“It’s a legal requirement?
How was I supposed to know that?”
In Japan, installing a baby car seat is legally mandatory for children under 7 years old.
However, tourists cannot be very aware of Japan’s local laws.
“When I got there, they forced me to pay for a baby seat!”
Customers who encounter this at the rental site misunderstand it as being forced to pay.
Even a single review using the word “forced” can cause significant trust issue.
Project Goal
Reduce Customer Claims Related to Baby Seats
To-Be
Notice about the Possible Additional Cost
Babies added
Over 7 years old passengers only
Final Prototype
Before & After
Impact
70%
Reduction in CS inquiries related to baby car seats
Insights
If something is legally mandatory, it must be handled automatically, even if it involves extra fees in case if it's overlooked
Showing the money add-up immediately is clearly more remarkable than a popup
