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.

Visual

Identity

Responsive
Web

Product

Enhancements

Inspirato Pass Summary

Visual

Identity

Responsive
Web

Product

Enhancements

OVERVIEW

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

Sole Designer UX + Visual design

OVERVIEW

Helping members gain visibility into their membership.

MY ROLE

Sole Designer UX + Visual design

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.

Research Insights

Member interviews and ongoing website feedback revealed a consistent issue: while many members had previously seen their Pass Summary or Pass status, they struggled to reliably find it when they actually needed it. This surfaced both in interviews conducted for other initiatives and through repeated submissions on Inspirato.com, pointing to a discoverability problem

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.

Whats users had to say...

Why is it so hard to find when my pass is available? Why don’t you make it more obvious?

-Web feedback, Inspirato Member

Where does it say my pass will be available? I feel like i am searching for that every time i come on here...it should be somewhere front & center/easy to find.

-Web feedback, Inspirato Member

Why don’t you make the pass available more apparent? Why isn’t it in my Account status? It should be multiple places so members are aware. I can never find it on the site.

-Web feedback, Inspirato Member

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

Exploration

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.

Create a 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

The final phase focused on stress testing designs and producing production-ready assets.

Final Solution

The final phase focused on stress testing designs and producing production-ready assets.

Results

We saw a 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. Given the nature of our product (travel), this is a huge success

I like the idea of having pass summary in NAV bar. its helpful; easier to understand.

- Inspirato Member

Really helpful and a nice add to the UX.

-Facebook group feedback, Inspirato Member

has anyone noticed the new Pass Summary? I LOVE it! Shows all our trips and how many days we have left to fill it out. Also finally a way to see cancellations days without having to email. Nice move Inspirato!!

-Facebook group feedback, Inspirato Member

being able to see the status on nav bar is great and makes it easier to figure out if his pass is use and who is using which pass

- Inspirato Member

being able to see the status on nav bar is great and makes it easier to figure out if his pass is use and who is using which pass

- Inspirato Member

Really helpful. However, I wish there was a way to cancel a booked vacation if plans change without having to contact the Inspirato team.

- Inspirato Member

Very usefull!

- Inspirato Member

I like the idea of having pass summary in NAV bar. its helpful; easier to understand.

- Inspirato Member

being able to see the status on nav bar is great and makes it easier to figure out if his pass is use and who is using which pass

- Inspirato Member

Really helpful and a nice add to the UX.

-Facebook group feedback, Inspirato Member

Really helpful. However, I wish there was a way to cancel a booked vacation if plans change without having to contact the Inspirato team.

- Inspirato Member

-Facebook group feedback, Inspirato Member

Very usefull!

- Inspirato Member

being able to see the status on nav bar is great and makes it easier to figure out if his pass is use and who is using which pass

- Inspirato Member