Introduction
This project is an independent endeavor based on the pain points of many Airbnb users. I gathered feedback from forums on Reddit and posts in the Airbnb Community Center, with substantive corroboration via social media posts and comments.
Below are some of the recurring concerns I found in my research, my methodology for redesign, my process and findings.
Airbnb user pain points
Category, map, and listing frustrations:
"I want to book an apartment in a high density area in Saigon in a particular building. In the past you could see a description which always names the apartment building. [...] Now I must go through 400 listings manually to see if it is in the apartment that I want." – r/Airbnb
"There seems to be no way to search without a category. Also, when changing the category it zooms the map way out and I lose the spot I was looking at. [...]" – r/Airbnb
Airbnb host pain points
Category and algorithm frustrations:
"My views have dropped like a rock. Worse though is the one category we should be in, we're not. [...] I went over to VRBO and worked on our profile there for the first time in forever." – r/AirbnbHosts
Post titled "Why did Airbnb change my listing photos and some of the descriptions?" – Airbnb Community Center
My observations
• "Display total before taxes" toggle on home page unnecessary, total price and nightly price are both shown by default when dates are selected and when dates aren't selected users don't benefit from seeing a total price for a random selection of dates. For the latter, a price range would make more sense.
• I see a daunting list of confusing names like "OMG!" and "Play," users forced to use workarounds to search by keywords as seen in "Unlocking Airbnb hidden filters" on r/Airbnb
• Map function needs improvement, location snapping to category is counter-intuitive
• On Wishlists, user is unable to browse listings relevant to a specific wishlist from this page and instead is required to exit and return to Explore and enter specifications manually• Fine-tuning: under Your Privacy Choices, "opt out" button can be pressed indefinitely without maintaining the user's selection
Explore and Wishlist wireframes
• Users would benefit from multiple tagged keywords instead of listings placed into single categories that might not be a perfect fit.
In implementation, keywords may coordinate with tagged features on listings that are also mentioned in reviews. Users may browse by any number of keywords or custom search.
• Users should be able to explore similar listings for a wishlist with set dates, guests, and amenities.
Redesigned screens
Conclusion
This study serves to address interface efficiency and prioritize Airbnb users. My final designs alleviate the most common pain points and, with further testing and refining, would be a successful change for Airbnb.
Next steps:
• Expand team to match scope of project
• Address algorithm and map issues
• Conduct and repeat usability studies, qualitative and quantitative analysis
• Iterations and implementation
