How Brian Chesky & Team Transformed Customer Experience at Airbnb
how-brian-chesky-team-got-user-experience-right-with-airbnb
Airbnb sucked: for the last few years, users have complained on Twitter and other social media about Airbnb’s customer experience, high fees, wait times, and checkout policies.
Here is how Brian Chesky and team drove CX Transformation by analyzing the existing customer experience, creating a deeper understanding of customer interactions, and building next gen product features.
1. They created a blueprint of the entire experience: including 150 screens in our app and website, 70 user policies, and every interaction with customer service.
2. They analyzed millions of customer service calls, thousands of social media posts, and spoke to guests and hosts all over the world.
3. They mapped all this feedback against the blueprint of their core service, prioritized the most common and severe issues, and worked down the list.
A few days back, they did a major release with 50+ prioritized items:
1. Total price display2. New mini-pins on maps3. Redesigned wishlists4. Improved monthly search5. Transparent checkout instructions6. Pay over time7. Faster maps8. Persistent pins on maps9. Smarter search autocomplete10. Wishlist one-tap save11. Wishlist calendar12. Wishlist notes13. Lower fees for monthly stays14. Pay by bank15. Monthly payments display16. Checkout reminders17. Checkout feedback in reviews18. Instant rebooking credit19. Fast customer service while on trip20. Distance from points of interest21. Highlighting infant-friendly homes22. Highlighting kid-friendly homes23. Highlighting homes for monthly stays24. Identity verification of Hosts25. Improved identity verification process26. Appeals for blocked bookings27. Dynamic price filter28. Airbnb Rooms bathrooms filter29. Hosts see total price30. Swipe-to-select dates31. Built-in checkout instructions32. Inbox read receipts33. Co-Host tab34. Early Access35. Price breakdown36. Compare similar listings37. Pricing and availability settings38. Weekly and monthly discounts39. Yearly calendar view on mobile40. Custom checkout details41. Automatic checkout info42. One-tap checkout notifications43. Quick replies for checkout44. Review highlights for Rooms Hosts45. Fun facts in Host profile46. Host travel history47. Host interests48. More detailed guest profiles49. Simpler Co-Host invitations50. New Co-Host permissions51. New Co-Host payouts52. Identity verification of guests53. Worldwide reservation screening
h/t to Brian Chesky and team for being transparent about their experience and building the next generation customer experience.