The Product team sits at the intersection of our customers, our business, and our technology. They’re the ones asking why something needs to be built, turning insights from customers, data, and teams across the company into an app and service that’s simple and intuitive to use.
In this blog, we’re spotlighting three members of our Product team: Adrienne, Johanna, and Oscar. We talk about what “Product” actually means, what a typical day looks like, and how their work shapes the experience every Vay customer has.
Can you introduce yourself and your role on the Product team?
Adrienne: I’m Director of Product for Customer Experience. I’m part of the Product and Design team, responsible for the customer-facing experience, like the app and every step our customers go through. I work closely with our Engineering and Operations teams to turn insights from a variety of sources into a better product.
Johanna: I have two roles within Product. I lead Industrial Design, which means I am responsible for the physical experience of our vehicles, inside and out, as well as our Remote Driving Stations, working closely with Mechanical Engineering. Alongside that, I lead User Research for our car rental service in Las Vegas, turning customer feedback and behavior into actionable insights for various teams at Vay.
Oscar: I’m a Senior Product Manager, and my focus is customer service. In my job, I ask myself many questions: how the app works, what’s working well, and what isn’t. At the end of the day, my goal is to make sure customers have the best experience we can possibly provide.
Can you explain what “Product” is for anybody who might not be familiar with your job?
All: It’s about creating the best possible experience for our customers. “Product” encompasses the actual thing the customer uses. That can be a physical object, like a vehicle, a service, or, at Vay, a combination of both: from seeing one of our cars on the street to downloading the app, booking, driving, returning it, and even leaving a rating afterward. So, it sits at the intersection between the customer, the business, and the technology, and our job is to understand what challenges exist, decide what needs to be built and why, and bring the right people together to solve them. As a team, we each focus on a different part of that service, and a lot of it comes down to asking questions.
What does a typical day look like for you?
All: There really is no typical day, and that’s one of the things we enjoy most about working in Product. A day could start with reviewing customer feedback, product data, or research requests, move into a session with Design, then a clarification meeting with engineers, all followed by aligning priorities with the broader team. A big part of the work is synthesizing information from multiple sources into clear challenge statements: is this the right challenge to solve for our customers? Once we align, we move to actually solving it and delivering on the scope.
What excites you most about the product you’re building?
Adrienne: Building a product works differently at every company, but at Vay, it’s especially unique because something like this doesn’t exist yet. We’re not copying patterns from competitors. We’re defining a new user experience from scratch, which is incredibly exciting.
Oscar: In Las Vegas and much of the U.S., infrastructure is so car-centric that a lot of people get left behind. Vay fits neatly between walking, biking, and public transport, offering a real path to being car-free. Being part of that vision, in a city that really needs it, is exciting to me.
Johanna: We’re building something that genuinely changes how people think about getting around a city. Being able to have a car delivered, then hand it back over for parking, solves two of the biggest pain points people associate with driving in a city. Hearing directly from customers about how Vay makes their routines easier is incredibly motivating.
How does your work directly impact the experience for Vay customers?
Adrienne: Without cars, there’s no service, but without an interface, how do customers actually use it? We’re the ones building the app so our customers can use our service, making that experience as simple, reliable, and intuitive as possible.
Can you share a feature or project you’re especially proud of?
Adrienne and Oscar: We’ll both point to Remote Valet, which we launched last year. Before that, users always had to park the car themselves, which excluded a huge share of trips. In downtown Las Vegas, there are so many places you simply can’t park. Remote Valet was a real game-changer, and we’re still improving it today. The app itself has changed a lot, too, with small tweaks that make it smoother over time, where the goal is always that customers don’t even notice it’s working.
Johanna: When I took over User Research two years ago, I manually reviewed and synthesized 10–15 customer quotes a week. As Vay grew, I realized our manual approach wouldn’t scale, so I experimented with AI-supported workflows to synthesize feedback and connect it with behavioral data. That reduced our reporting effort from four days to about one day per cycle, and shifted my focus from creating reports to actually interpreting insights and working with teams to act on them for our customers.
What are some other teams you collaborate with often?
All: We have touchpoints with basically every team. Product is, in a way, the integration between all the different teams and the customer. Engineering and Design are the closest partners, but we also work frequently with Data, Customer Support, Operations, Business, Marketing, and Legal, and stay connected with our Remote Drivers too. The Customer Support team is especially critical, since they’re directly involved with customers every day.
What makes working on Vay’s technology different from previous experiences?
Adrienne: At Vay, we combine the physical and digital world. Decisions in the app can directly affect the physical world, like which vehicle gets delivered to you or how long it takes to arrive. When you get into a Vay car and a Remote Driver greets you from the speaker, that’s the intersection of those two worlds, and it’s really cool.
Johanna: Because we’re building a completely new type of mobility service, customer feedback isn’t always straightforward to interpret. Not all customers are experts in our product, but they are experts in what they’re seeing and experiencing, so we take it at face value. A single comment can touch the app, the vehicle, connectivity, or fleet operations. It’s one of the key inputs into every decision, alongside business goals, technical feasibility, safety, and long-term strategy. What’s impressed me most is how quickly teams within Vay collaborate across functions to get to the root cause.
What advice would you give someone interested in joining the Product team?
All: Come with curiosity, an open mind, and a willingness to ask questions and collaborate. You don’t need all the answers, just the motivation to learn how things work and why. If you enjoy taking ownership and building a product that’s shaping the future of urban mobility, you’ll feel at home here.
Want to help shape a product that is revolutionizing mobility? Explore our open roles and join us at Vay.
