WANDERJAUNT GUEST PRODUCT

WanderJaunt Guest Product

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A virtual, all-in-one resource for property rental guests.

WanderJaunt works to create the platform and the infrastructure for the optimal utilization of residential real estate. The company manages a diverse portfolio of properties across the USA used for both short and long term rentals.

 

Problem

Guests were receiving instructions and details about their rentals via email. Due to the large amount of text communicated, guests would often overlook details and spend more time than desired to find the necessary information to get in and use their rental space.

Objectives:

  1. Decrease in costs regarding late check-outs, lost/misplaced key fobs, and damages by implementing strategic notifications at key points in the guest journey. 

  2. Decrease in inbound messages Customer Care receives daily regarding when to expect check-in instructions, how to access “luxe” amenities (ie gyms, pools, outdoor grills) 

  3. Improvement in NPS scores specific to “WanderJaunt was easy to work with” and “check-in was easy”

Research

We centered the research on the WanderJaunt guests, with the intent of understanding all of the context involved within the guest experience. Stays at multiple WanderJaunt rental units were booked, where we could experience a variety of property types to fully understand the nuances of the guest journey.

 

Develop

Once we had our guest journey mapped out, we decided it would be best to have our proposed product highlight crucial information for users at specific stages in their journey. For example, we could add a banner about check-in statuses to the top of the page on the day of check in. Similarly, on the day of check out, we could add a banner to the top of the page reminding guests of their check-out times and providing the option to extend their stay if needed. Below is a high level breakdown of the information architecture within the product with added context of the users’ goals.

 

Interface

 The WanderJaunt Guest Product is an intuitive mobile interface that encompasses all of the property’s key features and answers to commonly asked guest questions. The structure of the product allows for flexibility across a wide range of property types and amenities. Guests can effortlessly manage their rental booking, access check-in instructions, view invoices, find their wifi credentials, get details about their rentals amenities, and contact customer service from one single product.

Does a guest have access to all of this information after their check-out day? 

Yes and no. After the day of checkout, the product should only display the “payment details” and “lost and found” sections. Hypothetically, if a guest has old tabs open or has saved an old URL, they would be able to access that information. Lucky for WanderJaunt, they change the front door access codes as soon as guests check-out.