Renting out a timeshare can feel like navigating a maze.

KOALA, a New York-based startup, noticed that a whopping 75% of users were dropping off at Step 1 of their listing process.

Clearly, something wasn't clicking.

Imagine you're ready to list your timeshare, but the first step bombards you with jargon like "Reserved Time" and "Reservation Number." Confusing, right?

That's exactly what was happening.

Users didn't know what information was needed, leading to frustration and, ultimately, abandonment. We realized users needed guidance before diving into the listing.

Enter "Step 0"—a straightforward introduction that:

• Educates users on essential terms and processes.

• Provides clear instructions on gathering necessary information.

• Aligns the platform's language with what users already understand.

By adding this preparatory step, we aimed to make the journey smoother from the get-go.