Role
UX Lead | 4 designers (led 3)
Team
Tremoloo
Platforms
Web · Mobile Responsive
Focus
Vacation ownership platform
I was the single point of contact with the client — leading the CX audit, presenting insights to stakeholders, and overseeing design across a team of three.
01
CX audit
Mapped the full customer journey across all six touchpoints, identifying critical friction points and presenting them with behavioral psychology principles and recommendations
02
Expert review
Audited the core flows, documented critical issues with severity ratings, and proposed fixes before redesign began
03
Competition analysis
Researched comparable platforms and presented insights to stakeholders for alignment before design started
04
UX direction
Defined the dashboard-first approach: calendar and availability visible immediately on login, no navigation required
Dashboard-first. No navigation required. The most important thing a co-owner needs when they log in is availability — when can I book, how many nights do I have left, what's coming up. We put the calendar and upcoming booking directly on the dashboard. The user never has to navigate to find what they came for.
Show the journey before fixing the interface. Rather than jumping to redesign, we mapped the existing customer journey across all six touchpoints and presented it to stakeholders with severity ratings and psychology principles. This aligned the business on what was broken before a single screen was redesigned — and made every subsequent design decision defensible.
Upcoming booking and invoice always visible. On the dashboard, next to the calendar, the user sees their next upcoming booking and their next pending invoice. No hunting through tabs. No missing a payment deadline. Everything time-sensitive surfaces at the top level.
Direct, clear, and conflict-free.
01
Dashboard with live calendar Login lands on a calendar showing available and unavailable dates across the user's unit. Remaining nights, consumed nights, and rental nights are summarized in one glance. Booking starts from here.
02
Booking management All bookings in one place — filterable, sortable, with clear status and upcoming dates. Cancellation is available where it belongs, not buried in a settings menu.
03
Invoice management Pending and paid invoices visible and filterable. The dashboard surfaces the next due invoice so users never miss a payment — and the payment flow was rebuilt to actually feel secure.
04
CX audit as foundation The redesign was grounded in documented evidence — a six-touchpoint journey map, an expert review with critical severity ratings, and competition analysis — all presented to and approved by stakeholders before design began.
From six broken touchpoints to one working platform.
A platform that replaced a broken link, two support calls, and an insecure payment page with a direct, trustworthy booking experience. Co-owners can log in, see their availability, book, and manage invoices — without calling anyone.
