CASE STUDY

Inspirato Pass Summary

Inspirato Pass is a luxury subscription travel service. Members pay a monthly fee to travel with no nightly rates, taxes, or fees. Members book trips using “Pass Days” and are free to book a trip anytime their Pass is available.

Challenge

Helping members gain visibility into their membership.

Inspirato Pass members can only book a trip when their Pass is available. The existing version of the site had a Pass Summary that allowed members to see if their Pass was available, but it was hard to find.

MY ROLE:
Lead Designer

DISCOVERY

The product team had a pretty good sense the existing Pass Summary was lacking based on best practices and feedback from member facing stakeholders. Leading up to this project we tracked member feedback to make sure our assumptions were correct.

Member Interviews

In member interviews geared towards other initiatives we uncovered more evidence that members had seen their Pass Summary but couldn’t consistently find it when needed.

Website Feedback

Through the feedback form on Inspirato.com we consistently received submissions where users express the difficulty finding their Pass status.

Current State Audit

The only way members could check the status of their Pass was to log into the website and navigate to the Pass Browse page. Unfortunately, this was not the most common path members used to find trips. The most common path was to go directly to Homes & Hotels page, which did not contain their Pass status information.

Findings Overview

The existing Pass status was buried in a flow that our members rarely used. The unique location and placement made it difficult for users to consistently find this vital information.

EXPLORATION

I started with auditing the current experience and identifying potential opportunities to inform the user of their Pass status. Before design, I worked with the Product & Dev teams to access tech feasibility and balance that with usability.

Potential Solutions

I explored gaggles of design solutions (give or take) and presented solutions to stakeholders and senior leadership.

Update current Pass Summary on the browse page.

Making the current Pass Summary more prominent would help members find their Pass status easier. This would be a very light technical lift but likely would only partially solve the problem of user findability.

New Dedicated Summary page

By making a new Pass Summary page accessible through a dropdown, we could gain the opportunity to add more subscription details as well as sticky content to track travel history.

Add Pass status to Global Nav

Allow users to see their status in the global navigation allowing an omnipresent experience.

Final Solution

Stress testing and building production ready assets were the final steps.

REsults

We saw significant adoption of the new Pass Summary in the first 40 days. Inspirato Pass has 3,257 active members (Oct. 2022) and 62% of members used the feature in that time.

User Feedback

Both before and prior to launch we were able to get the new Pass Summary in front of users for feedback. The response was overwhelmingly positive.

Member Interviews

Social Media and Direct Response

Case Studies

Work Samples

01 | Gym Launch

02 | Bacardi - Mix Lab

03 | Sysco Foodie

04 | ICF

05 | Federal Reserve Museum

06 | Lamkin Grips

07 | Tridiuum

08 | DSP Mutual Funds

09 | Backporch

10 | myCongress

11 | Nudge: Daily Reminder

12 | Federal Reserve

LET'S CONNECT

I’m always interested in meeting kind, talented people who are passionate about what they do. Notice how I put kind in front of talented? It’s kind of a big deal to me. 😉