Exclusive Resorts
UX Design
I created the customer experience strategy the Source application.
Exclusive Resorts introduced the Source application to allow members to plan their vacations and communicate with concierges when they were onsite. After a successful launch, Exclusive Resorts wanted to expand the features to include booking, ratings, and account management.
Provide a mobile experience to book travel
Increase user interaction with the location ratings
Create consistency throughout the application
Redesign the UI with the new Exclusive Resorts brand
User Personas
Customer Journey
Feature Sets
Design System
Exclusive Resorts has a member advisory committee that provides input about business decisions. Interviewing each member, I was able to have a deep understanding of the user and their needs.
What do use today in the current member portal?
How do you use Exclusive Resorts today?
What tasks do you complete outside of the member portal?
Members talk about their next vacations when they are relaxing with their family. Using their phones, they would look up locations, homes, and availability. While being excited by the destination, they will want to see availability and book homes.
Members love that their account manager and concierge help them plan their experience. They want to be able to make requests to book activities and see their schedule before and during their stay.
Members can research things to do or restaurants to eat at, but they trust other member’s recommendations more. They want to be able to ask questions about locations and read reviews.
Members want to be able to make requests and not worry about it. Also, concierges wish to be able to update the members without bothering them.
To kick off the project, stakeholders, developers, product owners, and designers did an offsite retreat to define the Source application. I led a session where we created the vacation lifecycle based on user needs.
We broke the Source application into four sections: Book, Plan, Experience, and Share. Each section provided features based on user needs.
Book available homes based on specific dates or book your favorite home when it becomes available.
Based on member recommendations and favorite past experiences, plan how the member will experience their vacation.
Communicate with the concierge on how the vacation is going and any requests needed. Also, start booking and planning the next vacation while enjoying the current vacation.
Help other members enjoy their experience, make recommendations on destination amenities.
Exclusive Resorts rebranded and needed new UI elements. Working with the brand manager, I created a new design system that was scalable for development and consistent for user experiences.
Creating an experience strategy based on a deep understanding of user needs created the foundation for lower-level feature creation and prioritization. It allowed the company to make confident decisions that their members would be highly satisfied and gain a return on investment.
I love discussing interesting ideas, new collaborations, or your next marathon (running or watching).