Airbnb: rent out lodging platform, known as the biggest two “sharing economy” products with Uber together. Users can rent entire place, private room or shared room around the world. Also you can apply to become a host.
Below is my second guest role recently in foreign countries making user experience after using the product map.
User behavior process
- Schedule
- Choose space
- Host reply
- Choose space again
- Before travel
— Arrive abroad —
6. Before check in
7. During stay
— Arrive inland —
8. After travel
Experience key point
Schedule
- Book a ticket, began to consider the lodging
- Not familiar with local hotel brand, directly search on Google
- Remind once used Airbnb has decided to experience again
Choose space
- Schedule the locations, decide lodging area
- Several good impression cover and open spaces page
- View photos, prices, location, summary, were compared
- Select a space
- View (space) calendar, determine if the travel date is to rent
- Select space again, confirmation can take place and request to book
- Leave a message to host
- Pay
Host reply
- Declined
Choose space again
- Search again and only view spaces which can book instantly
- Select a space and instant book
- Pay
Before travel
- Receive the cancellation information first time from credit card
- Leave a message to host two day before the travel
- Mark the address and contacts
— Enter no data network status —
Before check in
- Receive message from host
- Move to Wi-Fi area, reply and set out to house
- Reaching according to address
During stay
- Communicate with host face to face
— Recover data network—
After travel
- Receive a remindful E-mail from Airbnb next day afternoon
- Open website and write a summary
- Receive a E-mail the host rated again at night
Analysis
Airbnb’s advantage is high-quality lodging, which is the key point to provide a good experience compared with similar products and the entire time during use. However, due to a complete experience proess of Airbnb longer, there are a few events possibly to affect the experience:
- If guests do not fill the check-in dates in search, may be due to can not be scheduled
- The hosts declined will waste time and make guests unhappy
- Travel abroad in a non-network status will affect contacting and finding address
The first two to keep the hosts’ equity is understandable, if these become more obvious, it may be able to reduce to happen.
In addition to the attractive lodging, Airbnb have not additional experience plus points during travel, and appear in the late not by much. Even if it is only a rent out lodging platform, to help guests improve experience is good for users’ impression, sush as provided weather, traffic, network for foreign travelers before traveling and so on. Airbnb can use its own resources in combination to user experience process.
This article belongs to week 11, Weekly Design Challenge(11/20).
Click here to see the Chinese version.
