Portfolio – Onboarding Wizard for Vacasa

Homeowner Onboarding Wizard

Intro

Supporting Onboarding Homeowners through Task Management and Progress Visibility

At Vacasa, onboarding is the phase after a new owner signs a contract with Vacasa until the home is listed on Vacasa.com and partner channels. During this phase the listing is built, rates are set and the home is prepared to accept guests. It is a complex and critical phase where communication and trust are essential.

opportunity

Homeowners felt out of the loop during the onboarding phase which could last anywhere from a few days to a few months. The information they were receiving during this time was incomplete and inconsistent. They wanted to participate, but didn’t know how or who to reach out to when they had questions. My team saw this as a great opportunity to give owners more visibility and ownership through a dedicated tool.

My Role

Interviewed all the primary players in the onboarding process including owners, onboarding coordinators, sales executives, and operations team.
Worked with Product and Engineering partners to create a strategy that would produce an efficient and high-impact solution. Presented concepts to stakeholders for alignment.
Collaborated with product manager on journey map, user stories, and process flow diagrams to document project scope and to determine how we would measure success.
Created a clickable prototype and validated design concept with users. Iterated based on user feedback.
Produced high-fidelity mockups.
Worked with engineering team to implement design system and design specifications.
Conducted baseline and follow-up survey to collect UX metrics including SUS, CES, and CSAT.

Company

Step 1

Empathy

I interviewed and/or shadowed:

4 homeowners
3 onboarding coordinators
2 onboarding managers
1 sales executive
3 local operations managers

I produced a snapshot persona, meaning this persona represented one snapshot within the full timeline of the homeowner’s journey.

Step 2

Define

In collaboration with the product manager, I produced documentation around the scope of the product including user stories and process flow diagrams.

Step 3

Ideate

I sketched concept solutions and presented these to the product team and stakeholders.

Step 4

Prototype

To gather validation from users, I developed a clickable prototype in Figma and ran design validation tests through UserTesting.com.

Once the team felt good about the designs, I created high-fidelity mockups for each screen state along with redlines and specs for the engineering team.

Step 5

Test

During the previous phases I ran a baseline survey with users asking them about their experience with the tools they had available to them at the time.

After launching the MVP, I ran a survey collecting the same information about their experience with the new tool.

The new product returned better results in almost every category, some significantly outperforming industry standards.