Projects

Vacasa manages 1.5 million reservations annually—45,000 experience disruptions requiring guest relocations. The existing process was unsustainable: 190+ manual steps across 10+ tools, with urgent cases taking 20+ hours to resolve. As sole Product Designer, I redesigned the workflow from a fragmented spreadsheet operation into a CRM-inspired, queue-based system that automated case creation, embedded urgency logic, and preserved context through handoffs. Result: urgent relocations dropped to 6.5 hours (68% reduction), and agents reported significantly less stress and better focus on guest care.

Vacasa is the largest vacation rental management company in the US. Thousands of new vacation rentals are onboarded every year. The process is inconsistent and fraught with delays among the dependencies. The goal of this project was to illustrate the dependencies for the business and uncover opportunities to optimize the "pipeline" while maintaining customer-centricity. My role was researcher.

As a vacation rental management company, Vacasa lists units across many popular sites like AirBnB and Vrbo. Cancellation policy on each of these sites can be vastly different. When a guest would call Vacasa to cancel, it was confusing for customer service agents to know the refund eligibility. I was tasked with building a tool that quickly made that clear and was the sole Product Designer on this project.