Reducing customer service calls by implementing self-service features
Vacasa is a property management company that oversees more than 35,000 homes across the U.S. and internationally. The new “Extend My Stay” feature allows guests to add nights to an existing itinerary resulting in a reduced number of customer service calls, and an increase in overall nights booked and additional revenue.
R O L E
Usability Testing, Prototyping, UX Design
C R E D I T
This project was completed while employed at Vacasa in collaboration with my PM and development team
The problem
Once a guest booked a home they were unable to make adjustments to their itinerary within the Trip Manager portal without calling customer support
In feedback from user interviews our guests expressed a desire for more self-serve options
By providing an easy way for guests to extend their trip, even after it already started, I hypothesized this would lead to an increase in nights booked
The approach
In the first version of the design I experimented with integrating the booking calendar from vacasa.com into Trip Manager.
Showing the full 2 month calendar offered a wide view of availability and gave context to the days they were adding to their trip
Fitting the calendar into this context meant shrinking the desktop view to fit into the allotted space.
In a usability test 4/5 participants expressed they thought the calendar was too busy
Version 1
In the second iteration I tried a more simplified approach, only showing the user 4 days of availability on both sides of their existing itinerary.
Fewer options are more digestible (according to customer support the average extension is 2 nights)
The inclusion of the toast tab with number of nights added and additional cost gives context to how the edits impact their overall itinerary
In a usability test 4/5 participants preferred this simplified version
Version 2
The Results
After releasing the feature to all users in December 2022 within the first month we saw the following impact:
$73k
Additional Revenue
221
Added Nights
27.5
Customer Support Hours Saved