Customer Onboarding: Vacasa

New customer onboarding and education program

Tools Used:
My Role:
Director of Brand Experience, Content Strategist, Copywriter
Visit Project:

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.

Latest Works

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Research-driven ebook explaining how SheerID helps publishers reach new customers

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Long-form customer story highlighting the business impact of Monte Carlo

Blog: ZoomCare's "Flu, Cold, or Covid?"

Scientifically sound yet reader-friendly blog post on COVID-19 symptoms