CLIENT. Arity

PROJECT. Airbnb Concierge

INDUSTRY. UX Design

ROLE. Led team in storytelling and insight synthesis. Prototyped key wireframes.

CHALLENGE. 

Arity leverages mobility and driver data into meaningful behavioral insights. My team was faced with the challenge of how might we partner with Arity to integrate their location tracking services into a pre-existing app in order to create mutual benefit for the partners and increase Arity's access to location data.

OUTCOME. 

My team developed Airbnb Concierge, a redesign of the Airbnb app that includes additional, user-friendly features. After several rounds of user research, we discovered that with our new experience, users would turn their tracking services to “always on” as well as increase their use of the Airbnb phone app if they had personalized recommendations for restaurants and activities, and safety scores. Therefore, we incorporated these key features into our final solution.

PROCESS.

User Interviews and Insight Development

Our team conducted user interviews with 8 unique individuals in order to understand what the travel process -- from planning to actually going on the trip -- looks like and means to them. After conducting the interviews, we gathered our data and came up with the 3 insights into the travel process. These insights start to tell the story about what the users want and need when planning a trip.

User Stories and Lo-Fi Prototyping

It was then time to take our insights and put them to work. From our key insights, we developed 8 additional features that could be integrated into the new Airbnb Concierge experience. In order to understand how these features would work within the app, we developed a user flow that illustrated how a user would reach the different features when using Airbnb. We also mocked up storyboards that were used in the second round of user interviews in order to understand what users think of the new experiences.

•         Access to Airbnb's 150 million-plus users' location data

•         Partnership with Airbnb built on a buy-in to Airbnb's brand - Belonging

Final Mock-up and Presentation

After we presented our lo-fi prototypes to a set of users and hearing their feedback, we decided to create higher fidelity wireframes using Figma. These wireframes were integrated into our final pitch to Airty which told the story of how Airbnb Concierge would be used within an individual's travel experience. Our final pitch to Arity also highlighted how this new experience would add value to Arity which are:

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