MyAgent

I organized our design strategy around four core principles that made MyAgent easier to understand, more efficient to use, and more trustworthy throughout the booking journey:

The booking experience needed to help owners book their dream vacation without recreating a long web form inside a conversation.

Product discussions prioritized moving from the welcome experience to a reservation in approximately three to five prompts, using recommendations based on the owner’s history and allowing them to review or edit details.

MyAgent needed to support human assistance without making owners restart the conversation. In the cases when AI was not enough, we allowed users to continue the conversation with a live representative.

The live representative feature enabled a seamless handoff by providing both the AI and the representative with a summary of the owner’s previous conversation.

VOYA’s original Terms of Use experience required users to accept terms before experiencing any value from the product, creating friction at a critical onboarding step. I redesigned the acceptance flow by making it seem more conversational instead of transactional. The redesign targeted a product experiencing only ~2% user engagement and was later cited internally as helping drive much higher acceptance rates and faster chat engagement by showing MyAgent’s value proposition before requesting acceptance of the terms of service.

Because the platform spanned both Club Wyndham and WorldMark, I created a brand-agnostic design that could adapt to brand-specific color palettes and typography.