The Future of Airbnb’s Shopper Experience Journey

Creative Studio Dare conceptualizes a future travel experience for PSFK’s Future of Retail Report

In seven short years, Airbnb has transformed the way people stay. In 2015, the platform connected nearly 17 million guests with hosts around the world and research suggests Airbnb will soon be taking more room bookings than the biggest international hotel chains. At the heart of this success is Airbnb’s ability to amass a range of unique properties and a networked user community happy to share positive experiences. The process is currently built on information sharing—for booking, communication and reviewing.

Building on personal and social network preferences, online community knowledge and guide partnerships, Dare imagined an automated AirGuide, designed to eliminate obstacles, build partnerships, encourage advocacy and create customer confidence. The AirGuide is designed to help travelers be inspired, make confident decisions, eliminate booking obstacles and encourage future advocacy.

One of the ways that customers are introduced to AirGuide is via pop-up installations in heavy footfall areas, with a selection of AirGuides offering ‘windows’ into possible Airbnb housing around the world.

To reduce booking friction, AirGuide automates searches based on previous Airbnb visits and social network activity to suggest perfect travel destinations to curious users. AirGuide also makes it easy to include traveling companions when planning trips.

One of the ways that customers are introduced to AirGuide is via pop-up installations in heavy footfall areas, with a selection of AirGuides offering ‘windows’ into possible Airbnb housing around the world.

To reduce booking friction, AirGuide automates searches based on previous Airbnb visits and social network activity to suggest perfect travel destinations to curious users. AirGuide also makes it easy to include traveling companions when planning trips.

Sketching out the new AirBnB shopper journey.

Between booking and starting a vacation, AirGuide populates and presents travelers with a digital guide to their next destination, suggesting an itinerary based on community input from Airbnb users who’ve stayed nearby. Data is pulled from personal networking sites and includes points of interest tailored to the traveler and any possible travel partners interest, available for booking right in the app.

Completing the loop, travelers are encouraged to add their own feedback, enhancing AirGuide for other users. Customers who leave feedback are rewarded with ‘super guest’ status within Airbnb enabling a new level of trust for Airbnb hosts and faster booking responses in the future.

Dare

The above is a creative concept and not directly endorsed by AirBnB. Original article on PSFK.