Airbnb reputation system case study 2

Rongnoi Saharath
Jul 24, 2017 · 4 min read

Reputation system Audit

Compare reputation system.

1. Definition — — — — — — -

Reputation systems are programs that allow users to rate each other in online communities in order to build trust through reputation. Some common uses of these systems can be found on E-commerce websites such as eBay, Amazon.com,

The role of reputation systems

is to gather a collective opinion in order to build trust between users of an online community.

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Collaborative filtering, used most commonly in recommender systems, are related to reputation systems in that they both collect ratings from members of a community.[1]The core difference between reputation systems and

Collaborative filtering

is the ways in which they use user feedback. In collaborative filtering, the goal is to

find similarities between users in order to recommend products to customers.

Collaborative filtering approaches build a model from a user’s past behaviour (items previously purchased or selected and/or numerical ratings given to those items) as well as similar decisions made by other users. This model is then used to predict items (or ratings for items) that the user may have an interest in.

Content-based filtering approaches utilize a series of discrete characteristics of an item in order to recommend additional items with similar properties.[9] These approaches are often combined

Recommendation System

is a subclass of information filtering system that seeks to predict the “rating” or “preference” that a user would give to an item.

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Compare

Amazon, Yelp, eBay, Uber, Rotten Tomato, Netflix, Facebook, App store, Tripadvisor
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2. Scope of Comparison — — — — — — -

  • Focus on Reputation systems. How can we improve reputation system on Airbnb.
  • Reply or not reply negative feedback.
  • Survey how user feel about each system.
  • Compare user profile layout. How/what reviewer’s background/experience effect the reader.
  • Q & A : where Q & A located
  • How reviews Search/Sorting system working.

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3.Compare

3.1 Amazon

  • Compare product make it easy for consumers.
  • Consumer see Q&A before the reviews.
  • Search function on Q&A but not on reviews.
  • Most recent reviews on the right.
  • Seller can reply to the reviews but not common.
  • Not much detail on the reviewer profile. User can’t connect/follow.
  • **** Have to click it to star reviews to open up search for reviews.

— — — — — -

3.2 Yelp

  • Seller upgrade account for ability to delete negative feedback.
  • Yelp position themselves as social media for reviewers.
  • User can connect to each other.
  • Busy layout.(Opinion). Need more research what can be cut.

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3.3 TripAdvisor

  • Social media for travelers.
  • Some reviewer look at it as a blog.
  • Testimonial, Short phrase from reviewers.
  • Badge system.
  • Easy to use review sorting.
  • Hashtag to help user search for a review.
  • Contribute level (what user get from being level 6? — Nothing)

4.Take away from competitive audit.

  • Negative reviews don’t mean your business is bad.
  • Poor reviews can actually help your business.
  • Handling bad reviews is easy.
  • The best way to combat bad reviews? Get more good ones.
  • Bad Reviews Assist in Purchase Decisions.
  • Sorting reviews are help function.
  • What is the best User profile. How much do we need to know about user?

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5. Next Step

5.1 Survey : Testing assumption

5.2 Observation research :
Objective: How reviews influence a person’s experience

Rongnoi : Pick my brain

Creative is a state of open mind.

Rongnoi Saharath

Written by

Design Thinker/UX Designer/Creative Director

Rongnoi : Pick my brain

Creative is a state of open mind.

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