Projects

Vacasa hosts over 1.5 million reservations annually and ~45,000+ of them experience disruptions. The system Vacasa was using to manage the relocation of guests was intensely laborious (190+ steps and 10+ tools for each relocation). A workflow that standardized relocations while removing unnecessary human interactions was critical. A heavily automated workflow that centralizes all requests and organizes them based on urgency was created. I was the sole Product Designer on this project.

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.