APPROACH

We looked at all potential guest communications and identified gaps and redundancies that could be eliminated, as well as copy and information needs. After the team conducted further research about the kinds of missing information guests were calling about (primarily if a reservation was confirmed), I determined and built out the information hierarchy.

The resulting emails grouped the most important unit information at a glance, as well as any type of uncompleted steps a guest may need to take before their stay begins. On mobile, this was designed to all fall within a screen shot, no scrolling required. Additionally, I designed banners that can be added to the top of an email alerting a guess of actions they needed to take, or information they could access through our Trip Manager.

All Vacasa units are different and thus require different informational needs.

Does the unit have a pool? Is it ski-in ski-out?
Is it part of a larger complex and needs more precise entry instructions?
Is it in an isolated area?

Due to this variability, I built out a series of modules that could be dynamically pulled in based on unit-tagging on our site. This kept only relevant information present and visible for guests.