Client:
Del Mar Vacations
Transforming the homeowner experience
Helping a vacation rental company with their hospitality experience
Product:
Home owner Portal
Industry:
Vacation Rentals and Hospitality
Timeline:
12 weeks
Company Size:
50-100
Key Services:
UX Research, UX & UI Design, UX Writing, Implementation Support
Outcome:
Designing a new portal interface to champion the home owner and align with their expectations and behavioral patterns.
Client:
Del Mar Vacations
Transforming the homeowner experience
Helping a vacation rental company with their hospitality experience
Product:
DelMar Website
Industry:
Vacation Rentals and Hospitality
Timeline:
8 weeks
Company Size:
50-100
Key Services:
UX & UI Design, UX Writing, Implementation Support
Outcome:
Matching the new interface and user experience with homeowners’ behaviors and goals.
Client:
Del Mar Vacations
Transforming the homeowner experience
Designing a hospitality experience for a vacation rental company
Product:
DelMar Website
Industry:
Vacation Rentals and Hospitality
Timeline:
8 weeks
Company Size:
50-100
Key Services:
UX & UI Design, UX Writing, Implementation Support
Outcome:
Matching the new interface and user experience with homeowners’ behaviors and goals.
Background
Product goals
Del Mar Vacations is a property rental/hospitality company located in Cape Cod.
The objective was to update the homeowner experience, especially with the internal messaging system. Raivix partnered with DelMar to design and deliver a new UI, an updated UX, and on-brand microcopy.
- Design a new homeowner portal
- Redesign the messaging system to mirror customer behavior
- Improve job updates for better clarity
- Change financial information for better readability
Background
Del Mar is a property rental/hospitality company located in Cape Cod.
The objective was to update the homeowner experience, especially with the internal messaging system. Raivix partnered with Del Mar to design and deliver a new UI, an updated UX, and on-brand microcopy.
Product Goals
- Design a new homeowner portal
- Redesign the messaging system to mirror customer behavior
- Improve job updates for better clarity
- Change financial information for better readability
Discovering Needs
After competitive, comparative, stakeholder and user research we found that the experience was too misaligned with homeowner’s expectations.
Matt White
Homeowner
Age
Status
Location
44
Married
Cape Cod
Get that white glove service. Hey, do you need this sooner? We can get someone out there. Del Mar brought urgency and the website is a trigger for them to call you and take action.
Bio
Jeff has been a homeowner partnered with Del Mar for just about a year and a half. He has faith in their operations team to deal with situations as they arise but is confused by the homeowner portal experience
Goals
- Not worry about the state of his home
- Have a better understanding of how much his home is earning
- Be informed about any pressing issues with property and be updated with the bare minimum about how the matter is being dealt with
Needs & Wants
- Needs more clarity around exactly how much they’ve earned month by month
- Wants to have a basic understanding of the work that goes into taking care of his home, especially emergency situations
- Be able to quickly extract high-level information about his property at a glance
Pain Points
- Understanding how much is being deducted from their home earning (and when)
- Not confidently knowing when their house is available
- Being blindsided with large invoices and not fully understanding the story
Matt White
Homeowner
Age
Status
Location
44
Married
Cape Cod
Get that white glove service. Hey, do you need this sooner? We can get someone out there. Del Mar brought urgency and the website is a trigger for them to call you and take action.
Bio
Jeff has been a homeowner partnered with Del Mar for just about a year and a half. He has faith in their operations team to deal with situations as they arise but is confused by the homeowner portal experience
Goals
- Not worry about the state of his home
- Have a better understanding of how much his home is earning
- Be informed about any pressing issues with property and be updated with the bare minimum about how the matter is being dealt with
Needs & Wants
- Needs more clarity around exactly how much they’ve earned month by month
- Wants to have a basic understanding of the work that goes into taking care of his home, especially emergency situations
- Be able to quickly extract high-level information about his property at a glance
Pain Points
- Understanding how much is being deducted from their home earning (and when)
- Not confidently knowing when their house is available
- Being blindsided with large invoices and not fully understanding the story
Communication
Communication was a critical pain point for DelMar. Users felt a barrier between them and DelMar representatives. The original messaging system focused on capturing homeowner data before sending the message. We addressed these pain points through an overhauled request system, improved access to the home manager, and a new “things to review” section that made updates easier for homeowners to scan and act on.
Communication
Communication was a critical pain point for DelMar. Users felt a barrier between them and DelMar representatives. The original messaging system focused on capturing homeowner data before sending the message. We addressed these pain points through an overhauled request system, improved access to the home manager, and a new “things to review” section that made updates easier for homeowners to scan and act on.
Property Management
Part of DelMar’s success comes from caring for homeowner’s property needs. To help DelMar and homeowners improve this relationship, we redesigned the jobs page to emphasize updates and progress, the finance documentation to improve readability, and introduced progressive disclosure to account setup.
Property Management
Part of DelMar’s success comes from caring for homeowner’s property needs. To help DelMar and homeowners improve this relationship, we redesigned the jobs page to emphasize updates and progress, the finance documentation to improve readability, and introduced progressive disclosure to account setup.
Next Steps
This design is currently in the implementation stage.
The next phase will introduce Del Mar’s visual language: illustrations, animations and graphics that pair with copy and interactions. This visual language will serve as another differentiator for Del Mar in the vacation rental space.
Next Steps
This design is currently in the implementation stage.
The next phase will introduce Del Mar’s visual language: illustrations, animations and graphics that pair with copy and interactions. This visual language will serve as another differentiator for Del Mar’s in the vacation rental space.
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