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Wyndham Voyager

Four systems. Zero harmony.

Wyndham Vacation Ownership’s contact centers ran on four disconnected legacy applications — including command-line interfaces still in use in 2015. Agents memorized codes, flipped between windows, and relied on personal Excel macros just to complete a booking.

Training required five weeks. Service quality suffered because the tools demanded more attention than the owners they were meant to support.

The mission: unify the entire operational ecosystem into two purpose-built platforms — TRIP for agents and CUI for owners.

  • Role

    Experience Design Director

  • Focus

    Product strategy, UX architecture, Enterprise Ops platform

  • Duration

    6-months

An image of the Wyndham Voyager TRIP login screen

Outcomes

+41,500 bookings
-1wk training time
10% faster calls
More Detail
Project Gallery

Discovery

Shadowing the Experts Who Held It All Together
We immersed ourselves in Wyndham’s world: listening to recorded calls, shadowing agents across six service teams, reviewing documentation, and mapping the reality of day-to-day operations. We heard consistent themes:
Fragmented Systems
Agents navigated four unconnected legacy tools, switching screens constantly and stitching data together manually just to complete basic tasks.
Heavy Cognitive Load

Counselors balanced codes, booking rules, and multi-step flows all while conducting owner conversations, making service more mentally taxing than it should be.

Uneven Workarounds
Macros and improvised shortcuts varied by agent, creating inconsistent records and workflows that were impossible to reliably audit or standardize.
Training Drag

New hires spent weeks learning command lines, codes, and rule exceptions, hindering soft-skill development, reducing both agent performance and owner satisfaction.

No Predictive Guidance

The system had no intellience to provide smart recommendations or contextual cues, forcing counselors to rely on personal experience instead of automated insight.

Breaking the System Apart

Every Macro, Flow, and Hidden Rule

Before redesigning anything, we deconstructed everything.

We cataloged every function inside the four legacy apps — from point audits to VIP ARP booking rules — and translated them into a unified mental model. The result? An expansive functional map and Interactive Architecture, organizing 30+ workflows across booking, payments, ownership, and history.

For the first time, the entirety of Wyndham’s service operation lived in a single, coherent framework.

Wyndham Voyager TRIP Information Architecture

A collection of UX outputs: (top left) unified information architecture, (bottom left) the list of 30 user flows covering all TRIP and CUI capabilities, (right half) a series of user flows of those capabilities and tasks. 

“I don’t even know how you even attempted this and succeeded! We’ve tried for years to do what you’ve done in the span of weeks.”

SANDY H., VP CUSTOMER SERVICE AND WVO TEAM LEAD

Building a Human-Centered Platform

Designing for Focus, Not Fatigue

With the architecture established, we rebuilt the agent experience around building relationships with owners, eliminating unnecessary task chaining so agents could deliver personalized, streamlined service to owners:

  • Persistent context panes kept owner data visible through every action.
  • Pre-loaded operational logic averted booking rule violations and anticipated owner needs with more subjective requests.
  • Predictive surfacing brought calculators, brochure information, and admin tools into view with little effort.
  • Consolidated screens streamlined features and tasks, optimizing navigation and mental overhead. 

Wireframe: Owner profile and landing page.

Co-creating the Future, One Sprint at a Time

Over 3+ years, our hybrid agile-waterfall rhythm meant flying to Orlando twice (sometimes thrice) monthly for deep working sessions.

  • Day 1: UX workshops with stakeholder approvals.
  • Day 2: polished creative, iterated overnight.

We collaborated shoulder-to-shoulder with operations, IT, marketing, and customer service—pressure-testing every decision.

Wireframe: Booking flow.

In total, 2 years of solutioning, architecture, design and a lot of Delta Skymiles, my team and I delivered:

18 TRIP work packages
17 CUI work packages
6 User Testing Efforts

Right column: a sampling of wireframes, including (bottom) incorporating an interactive layer accommodating keyboard shortcuts.

Wireframe: Keyboard shortcut overlay.

Outcomes & Legacy

From Workarounds to Flow

Voyager transformed how Wyndham agents engaged owners, and, how owners utilized their ownership across Wyndham’s global properties.

+41,500
Bookings
Incremental increase (to the prior six months) in the first six months of CUI’s launch.
-1 week
Training Time
…And, nearly two weeks of technical training reduced overall.
10%
Faster Call Times
For both new and tenured agents.