Portfolio – Onboarding Hub for Vacasa

Onboarding Hub

Intro

Creating Operational Efficiencies for Onboarding Coordinators

At Vacasa, onboarding is defined as the timeframe after an owner signs a contract with Vacasa until the home is listed on Vacasa.com and partner channels. During this phase the unit listing is built, rates are set, and on-site activities are performed to prepare the home for guests. For owners, this period represents a first impression of how Vacasa will manage their home, therefore establishing trust and good communication is essential.

opportunity

Onboarding coordinators are the Vacasa employees that project manage the onboarding process. They are the primary contact for owners during this phase and are responsible for completing or coordinating all on-site and off-site tasks completed by Vacasa employees, contractors, and/or owners.

Their performance is measured by how many units they set live each month, but have not been well supported with tools or resources to complete their jobs. They also are dependent on many people and processes that are outside of their control. Their every day work consists of jumping between upwards of 50 tools, documents, and resources and a significant amount of manual data entry.

My team saw this as a great opportunity to create operational efficiencies (getting more units live faster) by supporting this team through tools and automation.

My Role

Interviewed all the primary players in the onboarding process including onboarding coordinators, sales executives, operations team, and owners.
Facilitated a week long design sprint with cross-functional stakeholders that consisted of identifying problems/opportunities, ideating on solution concepts, creating a prototype, and validating that solution concept with representatives of our users group.
Collaborated with product manager on user stories, and process flow diagrams to document project scope and to determine how we would measure success.
Created an interactive prototype and went through several rounds of validation and iteration to ensure that the product would meet the minimal requirements for adoption and would produce high-impact results.
Produced high-fidelity mockups and worked with engineering team to implement the design.
Conducted baseline survey to collect UX metrics including SUS, CES, and CSAT.

Company

Step 1

User Research

I interviewed:

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

I shadowed:

2 onboarding coordinators

Step 2

Design Sprint

I facilitated a remote design sprint with cross-functional stakeholders to document problems/opportunities and solution concepts, to gather user feedback on concepts, and to align with stakeholders on goals and scope.

Prototype, Validation, Iteration

I facilitated several rounds of feedback with users including a scenario validation session, content validation session, and a proof of concept task analysis.

Step 4

Results

Hundreds of onboarding coordinators use this tool to track their units every day. It is estimated that this tool has saved each onboarding coordinator a minimum of 5 hours a week just by reducing manual data entry. In addition to that, the team has seen significant operational efficiencies and the average days that it takes to set a unit live has been reduced from ~30 days to ~15 days.

Reduction in time to live

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