Vrbo – Escapia Unified Inbox
Responsive Communications Tool
Role: Sr. Product Designer
Problem:
How might we create a single source of truth for all communications within Escapia?
Previous state:
- Communicating with leads, guests, owners, and staff across multiple channels can make it challenging to ensure the job is being done effectively.
- Efficiency and thoroughness become challenging when communication channels are not integrated.
Research & demo:
I conducted a UX customer research study with 10 participants to gain insights into the current guest communication process for:
- Instant Booking request via Vrbo app (pre-booking).
- Submitting a maintenance request via SMS (during booking).
Results:
If all communications could run through that, so no matter who touched the booking everything could be right in this one spot, that would be brilliant.
Mobile Web Inbox
Desktop Web Inbox
Desktop Web Inbox - Templates & Hotkeys
