Travel
UX UI, Product, Motion
OVERVIEW
VRBO (Vacation Rentals By Owner) is a vacation home rental platform. Focused on enhancing travel experiences for families, friends, and solo travelers, VRBO introduces 3 new features designed to make planning easier, decisions smarter, and group trips simpler. Have a stay like home with Vrbo.
HIGHLIGHTS
PROBLEM
Booking vacations is a multi-source process.
Travelers of all types always find the planning process stressful, when a vacation should be stress-free.
RESEARCH
11 empathy reviews, 4 travel segments.
Traveler Segments include consists of solo-explorers, group adventurers, family vacationers, and a home renter.
AFFINITY MAPPING
Information Sorting
Me and my team took turns explaining our interviews and writing key words. We used ChatGPT to organize them, and turn them into key insights.
KEY INSIGHTS
Insights into Personas
After fact-checking information, we narrowed our focus on insights that have the biggest friction, and covers all points of the traveler’s journey.
Emma needs to make sure that her accommodations matches the listing to ensure safety and working amenities for her family.
How might we ensure listing photos are authentic, recent, and contextually useful to travelers?
Sophia needs to a way to streamline her planning when going on trips to create content.
How might we redefine the trip planning process so that users feel supported throughout without having to manage every detail on their own?
Splitting the bill is awkward and hard to keep track of. Allen needs a simple way to handle group payments without confusion.
How might we alleviate the need to manage and chase people down for owed money?
SOLUTION
Feature 1: VRBO Live Tour
Users have the option to set a virtual live tour with the host before booking, ensuring that the stay matches user photos.
SOLUTION
Feature 2: Vi-Tinerary
VRBO recommends places around your stay. Save activities, select any needed meals, and VRBO can generate the day’s itinerary for you.
SOLUTION
Feature 3: VRBO Split
A hub where group members can track, add, and pay for group trip payments, all in one place. VRBO can also sort out your receipts with just a scan.
KPIs
Conversion, retention, and satisfaction.
Track how users interact with the redesigned interface
Feature adoption rate: % of in-house users using VRBO to plan their entire vacation journey
Post-Booking satisfaction score, including refund/dispute rate
TAKEAWAYS
Design is not a one way street.
Visual identity can actively shape perception of trust, exploration, and delight.
Less is more; Improving is to learn to deconstruct your work piece by piece and make something new out of it.
Reusable components with built-in auto-layout made it easier to update content and allowed for responsive design.
KPIs
What's Next?