Custom suite of applications for B2C, B2B, and internal management
The challenge_
Decrease user frustration with booking a vacation through Inspirato's website, lower call volumes, and increase membership base through innovation.
The outcome_
Memberships increased by 42% over two years. Call volumes decreased by 64%. The destination concierges and personal vacation advisers made fewer mistakes which resulted in higher member satisfaction. The real estate and operation teams were then able to increase the company’s portfolio by 50%, allowing for more vacation options for their members.
I helped build both the UI/UX team while working with the product management teams to convince executive stakeholders to convert our processes to an agile environment. This allowed the entire technology team to deploy new features on a two-week sprint cycle continuously. I also was able to shadow members and personal vacation assistants to find errors in the existing user flows and UI.
Analytics and user research revealed that over 80% of users wanted to be able to plan vacations via their mobile devices. This led to the creation of a native iOS app with increased feature sets that took advantage of iOS power gestures.
My team and I approached the expansion of our platform to native mobile formats by understanding the mindset of the user with each modality in mind. The iPhone app would allow members to book a vacation quickly, easily communicate with their concierge, control house functions, and schedule vacation activities. The iPad app allowed for a more immersive experience. Members could be in more of a "daydream" mindset and explore all aspects of the vacation destination listings. The core website would give members full access to all their membership, billing, and account information.
