Customer Onboarding: Vacasa

Project Overview

As in-house Director of Brand Experience, I led a cross-functional initiative to improve the onboarding experience and education for new homeowner customers.

• Researched, structured, and wrote digital resource library content for new customers
• Mapped, evaluated, and crafted onboarding email sequence
• Partnered with Marketing to develop and implement new suite of sales collateral, mapped to customer journey stages and designed to deliver a consistent brand experience from sales through onboarding

Vacasa Owner Library index

The goal of the Owner Library was to deliver a self-serve collection of easily navigable, easy-to-update content to new homeowners.

Help article: linens

For example, this help article provides a comprehensive yet digestible overview of Vacasa's linen furnishing and replacement program.

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