Airbnb

Selected work & ideas from 2015 —17


Principal designer solving problems related to search, trust, empathy, and perception for a global community of travelers & hosts who want to belong anywhere.

Below is a collection of selected work and ideas that examplify my process, philosophy, and dedication to user centred design and collaboration at Airbnb.
 



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Trust at scale

Identification, profiles, empathy & perception
Going beyond the standard reputation methods such as reviews and ratings, designing for trust at scale required us to think about a system of signals and moments in the online experience that would help Hosts understand if a guest was trustworthy or a Host was reputable.

Three basic principals defined a framework:
  1. Who are they (Do they have a basic profile – Name, age, email)
  2. Can they be trusted (Have they verified their identification)
  3. Do they understand Airbnb (Demonstrate a level or participation on the platform)



Above: Redesigned guest profile with embedded trust-signals, host booking inquiries that surface relevant trust-signals, and inline message verification prompts for hosts to be more proactive at policing the community and improving the overal trust between hosts and guests.




Above: Booking Identification and verification flow for guests. Identification flow included ID scanning, as well as face-matching with profile photo and selfie to ensure the person booking matches the Airbnb profile.




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Airbnb week of good

Zaatari is a refugee camp in Jordan, located 10 kilometres (6.2 mi) east of Mafraq, which is gradually evolving into a permanent settlement.60,000 people now call it home.

Our project goal, as part of a week long design competition called ‘week of good’, was to design a portable, low cost, easy to assemble micro-library for new schools being built and the children of Zaatari.

The proposed design took inspiration from flat-pack furniture (like IKEA), and used joint-free construction techniques that required little instruction or additional components.

Six teams pitched different ideas to a panel of industry design-leaders, and our prototype was selected for further testing and implementation in Zaatari.



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Airbnb Supply Awareness

The Airbnb Supply Awareness system was designed around the need to inform users of supply, demand, ratings, popularity, and price of a listing based on specific travel dates and destination.

We designed a system that triggered on load, scroll or input which provided users with contextual and relevant information related to booking.

The system was awarded a design-patent for its simplicity, elegance and impact.



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Intuitive Date Picking

Along with picking a destination, choosing when to travel is just as important.

Most people pick their travel dates early in the planning process (but don’t commit until flights are other travel plans are finalised).

To make it easy for users to modify dates over time, we designed an intuitive selection model that enables users to move their check-in or check-out dates easily without resetting the calendar across the entire search experience, allowing for greater visibility over supply, demand, and price.



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Mobile conversion

Optimizing the mobile booking flow on the core Airbnb app
Over a period of 6 months, a small team of engineers, designers and PM’s ran over 50 experiments on the mobile search and booking flow. Our goals were to:

  1. Increase core metrics such as Mobile Only Nights Booked and Search to Contact.

  2. Reduced input and cognitive friction in areas that are potentially impacting a users ability to complete a booking on mobile.