MY ROLE
UX/UI Designer
TOOLS
Figma, Notion
TEAM
3 Designers
DATE
2022
SCOPE
2 weeks
Overview
CONTEXT
Airbnb has completely shifted the hospitality industry over the last decade and strongly participated to the recent travel revolution.
Founded in 2008 by Brian Chesky and Nathan Blecharczyk, the preferred one-night booking platform operates as a peer to peer marketplace for short-term vacation rentals and offers a wide range of options worldwide among its 5.6 million active listings.
WHY ?
Complaints on the app store
We know there is a conformity issue by reading many bad reviews about this matter on the app store.
Discover
Competitive analysis
We performed a competitive analysis to understand how leading businesses address similar challenges. By examining around 10 products, we identified key strategies to minimize non-conformity risks.
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Pictures Dates : Ensures up-to-date visual content.
Virtual Tours : Offers an immersive experience for users.
Presentation Tags : Provides a concise summary of oferings.
Posting Guidance : Clear instructions to help users create effective listings.
Comment Filters : Enhances comment navigation and relevance.
Keyword Search in Comments : Enables quick information retrieval in comments
Experience Badges : Highlights experienced and exceptional hosts and travelers.
Develop
Mindmap & Crazy 8S
Storyboards
Those storyboards helped us to visualise our concepts from both point of views : host and travelers.
It was also an effective way to project ourself into the flow we wanted to create and generate key concept for our solutions .
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Breakdown of the listing page
We analyzed the listing page views to understand how members access the listings and which information they value most, based on comments. This helped us identify the main causes of non-conformity :
Recurring complaints :
Missing / Broken amenities
Accomodations layout
Cleanliness
Common complaints :
Inacurrate listing
Misleading location
Scams
Lack of clear process
During this analysis we also realised airbnb didn't have a clear process regarding conformity issue. If there is a mismatch or a fraud, travelers can contact customers service, but there isn't a dedicated feature to make it a priority.
When a problem emerges, travelers require airbnb to adress it with reactivity, but the lack of clear process makes it more delicate to handle.
Seeing a date on the photos was particularly appreciated by users
The dated photos & virtual tour were unanousmly considered reassuring.
5/5
participants
Finding #1
Quick responses, detailed profiles increase trust & likelihood of booking
The host's profile & responsiveness are decisive when booking an accommodation.
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participants
Finding #2
Users often miss the rating classification but find it helpful
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participants
Finding #3
The classification of comments by rating criteria is mostly understood but not always seen.
Users check specific amenities; consider
them crucial for booking
Amenities are a decisive factor when it comes to the perceived conformity of an accommodation listing.
3/5
participants
Finding #4
FINAL SOLUTION - V2
Each rating criteria is still clickable but we also included complimentary search criterias filters in the comments section : global rating, criteria rating, publication date, frequently mentioned keywords
As we noticed the classification of comments by rating criteria was not always seen during the test, we added multiples filters criterias in the comments search bar.
During the usability test, most participants informed us they were checking in details amenities, even on pictures to avoid bad surprises when they’ll arrive.
We therefore decided to include an easy way to report an issue with an appliance.
Next traveler would be informed before booking as the incident will be displayed on the accomodation listing until the issue has been solved,
