Role Lead Agency
Assignment Owner and Agent Portal Launch
Channel Digital Business
Services Strategy User Experience Creative Direction Visual Design Content Development Technology
Wyndham Vacation Ownership (www.wyndhamworldwide.com) is the world’s largest developer and marketer of flexible, points-based vacation ownership products.
More than 200 vacation ownership resorts have been developed or acquired throughout the United States, Canada, Mexico, the Caribbean and the South Pacific that represent approximately 24,000 individual vacation ownership units.
Rokkan partnered with Wyndham on a 360 engagement for their foundational brand, Club Wyndham (https://www.myclubwyndham.com/) starting with deep brand immersion as the critical first step to arriving at an appropriate digital strategy and roadmap. Over the course of four months, Rokkan participated in on-site engagement at Wyndham Vacation Ownership headquarters in Orlando to better understand the brand’s unique vacation ownership and rentals business, and to become experts in the experiences that its work would impact.
Rokkan conducted countless interviews and working sessions with stakeholders, revealing important insight into the business model, process, and philosophy of the company. This was coupled with hours of shadowing customer service agents, listening to their calls with owners and interviewing them about responsibilities.
From there, Rokkan completed the redesign of the external facing owner portal—a site for education, booking, and account management—as well as the internal customer service application used by call-center representatives. Functions owners used to call the call-center for could now be easily completed online and the call-center representatives had a modern application that was built specifically to optimize efficiency and minimize human error.
To help Wyndham Vacation Ownership prepare for launch, Rokkan developed a plan and strategy to clearly and consistently communicate and inform associates and owners of the new site experience. This was brought to life through print, short films with Wyndham’s partners (e.g. Richard Petty, Wyndham Wizard), pledge boards, and, on-resort collateral.