Club Wyndham owner dashboard

Part of the rebrand of the Club Wyndham product Wyndham Destinations was also moving its content management (CMS) from TeamSite to Adobe Experience Manager (AEM). This was a massive undertaking for a 50+ year old company which still using many legacy systems that powers its business initiatives and a major focus for the internal IT team. 

Problem

A CEO priority for our owners is “put our owners on vacation”. This desire by our most senior leader and his executive team has been our single-minded message we reflected on during the design of the site. His directive was not merely to increase bookings to our resorts, but more so to make it easier for our owners to activate their ownership.

We are still learning new ways to deliver value to the owners as our enterprise design team continues to grow and mature and this evolution was motivation for this move to a newer, more robust CMS. Thankfully, there is a key member on the product team who maintains much of the institutional knowledge of the customers’ behaviors, our product details, and the integrations across our back-end systems. 

Their insight has helped guide our user research on the redesign of the Club Wyndham digital experience. We have worked extensively to understand the Product Team’s goals for the rebrand through our research of our users as well as the technical constraints of our systems to deliver the new digital product experiences for the Club Wyndham owner and prospect through the website. 

The team worked through much of the acceptance criteria for every feature the team wished to bring to the release, which focused on our logged-in owner and their new dashboard. As we introduce an agile manner of delivery, we also have begun using Jira to manage our product timelines; this is not ideal since it is really a defect tracking system and not designed for project management but it allows visibility for the development of the site across all internal teams and external vendors. 

This is one view of the acceptance criteria for the owner dashboard and some of the designs created for this owner’s page. As the design team looked through the desires of the Product team, our Club Partners, and the owner research performed we relied heavily on the data on hand from the old site to inform priorities of actions for this new dashboard. 

With this desire in mind, our designs went through several iterations, each tested with a group of sponsor owners to validate some of the team’s assumptions, and through these steps we agreed to focus on a few key priorities for the page: activate, inform, and inspire. 

Activation focuses on that CEO priority and streamlining the booking process for our owners. Ensuring easy access to searching and booking their next vacation was a primary objective to the page fulfilled this directive from Mike Brown, our CEO. The search function is the primary objective on the page and allows ease of use in searching for destinations and dates to aid our owners in finding that availability across our portfolio of destinations. 

Secondarily, the page should inform the owner of a few key facts about their ownership like their contract and owner or member numbers, their VIP Status, and most importantly their upcoming vacations and any travel deals the club may be having in conjunction with their ownership level. 

Many of our owners still like the personal interaction of our associates and prefer to call to reserve their next vacations, so ensuring their contract and membership/owner numbers are readily available. This helps speed the owner through these calls without the need to shuffle through papers to find integral information to complete their reservations. 

Finally, the tertiary objective should be to inspire them to always be thinking about their next vacation, or as it has become referred to in the club as their bucket list. We included a panel that showcases the saved resorts for ease of access in researching and booking on this dashboard. 

The team then works together to develop the acceptance criteria that guides our design work. Ensuring that all of the required information is available and the priority of this items are in line with the objectives of the page. 

We include an application statement definition, or problem statement, that easily explains the purpose of this page and frames the following acceptance criteria. 

Problem Statement

As an owner/member that has logged in and navigated to the Ownership/Membership section, I would like to see my ownership/membership information so that I can see my financial information, exchanges, and contract information. 

Acceptance Criteria:

There should be a headline for ‘My Ownership/Membership’
There should be a sub headline ‘Member Number’ and associated icon
It should display the logged in user’s member number below
There should be a sub headline ‘Membership Type’ and associated icon
It should display the logged in user’s membership type below
It should display the logged in user’s membership expiration date below
If there’s an expiration date, format should be ‘Expiration Date: Mon. DD, YYYY’
If there’s no expiration date, it should be removed
There should be a sub headline ‘Status’ and associated icon
It should display the logged in user’s status below
It should display the logged in user’s status expiration date only if they’re VIP below
If there’s an expiration date, format should be ‘Expiration Date: Mon. DD, YYYY’
If it’s grandfathered, it should display ‘Grandfathered’ – API Call for this
If there’s no expiration date, it should be removed
There should be a sub headline ‘Additional Programs’
It should list any additional programs if applicable below
Financial Details: Payments, Loans, & Assessments:
Note: Design is TBD for this component
Note: Will be covered in a separate epic
There should be a headline for ‘My Contracts (#)’
The number of contract(s) should be visible in the headline
There should be a default of 2 contracts visible
There should be the ability to expand to ‘See <x> More Contracts’
The remaining number of contracts should be displayed in the expansion button
When the user clicks the expansion button, the additional contracts should be visible
There should be a headline for each contract ‘Contract <contract #> with the following information:
‘Owner/Member(s)’ sub headline
This should display the owner/member(s) listed on the specific contract below
‘Contract Type’ sub headline
This should display the contract type from the specific contract
‘Contract Details’ sub headline
This should display the contract details below
Contract Details Tool Tip that the user can click on
‘Use Year End’ sub headline
This should display the use year end date for the specific contract below
Month and Day
‘Points Owned’ sub headline
This should display the points owned on the specific contract below
‘Home Resort’ sub headline
Only display this section if applicable
Ex: Not applicable for Bonus Contract
Ex: Not applicable for Discovery Contract
This should display the home resort name CTA below that will take the user to the resort’s landing page
This should display the City, State for the home resort
Only display this if applicable
Ex: Not applicable for Club Wyndham Access contracts since it’s across all Club Wyndham Access resorts
‘Reciprocal Resort’ sub headline
Only display this section if applicable
This should display the reciprocal resort name CTA below that will take the user to the resort’s landing page
This should display the City, State for the reciprocal resort
There should be a headline for ‘Point of Contact’
There should be intro copy for ‘To make changes to your point of contact, please call (TBD)’
There should be a sub headline ‘Owner’ and associated icon
It should display the owner’s first and last name below
There should be a sub headline ‘Address’ and associated icon
It should display the point of contact’s address below
Street address, city, state, zip code, and country
There should be a sub headline ‘Email’ and associated icon
It should display the point of contact’s email address below
There should be a sub headline ‘Phone Number’ and associated icon
It should display the point of contact’s phone number including country code below

Design Note: Background should be grey not blue to match the ‘My Points’ and ‘Exchanges’ pages’ designs.

The tickets in Jira are used to work through the development, providing updates as well as links to design documents for review, comment, and acceptance. Once the feature is complete and tested, the tickets are closed and any new work would be associated with a standard defect procedure. 

As I have been training my team in design at scale, there is a lot more required to working at the enterprise level than most of them have been used to in their design careers to date. The process, procedures, and requirements that guide the entire team need to be focused on solving the business need, not just making something pretty.

The ability to solve an instance is what many good designers may be able to do but the ability to scale that solution to an enterprise level that allows the design to obvious, easy, and repeatable is one of the hallmarks of an enterprise designer. Doing the homework that defines what we will solve and communicating that clearly through every step of the journey is how we succeed at delivering success for our owners who use our digital products.