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Airbnb is a product targeted at home owners, who have a spare room in their apartment or vacation rentals, they would want to give out on a short term basis and at travelers, who are interested in traveling to new places while experiencing that place with authentic local feel. It is best summed up in their tagline - 'Belong Anywhere'.
The question asked now is regarding 'Check Out' experience, so I believe we are targeting the travelers who are using airbnb for stay or experiences.
Clarifying questions:
- Which particular product of airbnb are we talking about, when we want to improve? Is it rentals or the experiences?
- Do we have a particular channel in mind while improvement, such as web or native applications?
- Which of the following metrics are we supposed to target while improving - 'Conversion rate', 'Customer experience' or 'Cross selling the two products'
- Generally travelers book their stay many days in advance, in anticipation for their travel. They would be looking at making their itinerary for their travel. To improve the customer experience, Airbnb can create city guides for the cities, where traveler traffic is high, and in case of other places, which are out of most traveled circuits, they can leverage the renters in making customized itinerary for the travelers
- When an user books stay or experiences for a given date range & place, Airbnb can bring about push notifications on application & personalized mail curating the places to stay or experiences for those dates. This will improve both conversion rate & ensure cross-selling of the products
- There is certain amount of friction in check out experience, since there are cases, where user will be interested in booking the place for stay, however, the user will have to wait till the owner gets back. In this cases, Airbnb can provisionally ensure the place is booked, and confirm once the owner confirms. This will ensure the user does not look elsewhere for places to stay
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