15% off membership for Easter! Learn more. Close

How do you improve the check out experience for Airbnb?

Asked at Stripe
1.6k views
Asked at
& 2 other companies
eye 1.6k views eye 1.6k views
Answers (1)
crownAccess expert answers by becoming a member

You'll get access to over 3,000 product manager interview questions and answers

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:

  1. Which particular product of airbnb are we talking about, when we want to improve? Is it rentals or the experiences?
  2. Do we have a particular channel in mind while improvement, such as web or native applications?
  3. Which of the following metrics are we supposed to target while improving - 'Conversion rate', 'Customer experience' or 'Cross selling the two products'
I would like to look at solutioning for all 3 metrics & then prioritize the solutions in order of impact.
  1. 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
  2. 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
  3. 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
For prioritization:
I would prioritize in the order of 2,1 & 3.
I choose 2 as the most impactful, since the revenue impact will be high & the adoption for both products will increase. Solution 1 will increase the customer delight & ensure the retention is high, hence I would prioritize it second. The 3rd solution would need the owners to be okay with pre-emptive blocking of their property, since that would take away the listing momentarily, for this reason I will de-prioritize it, as development efforts are needed on both host & guest side.
Access expert answers by becoming a member
0 likes   |  
1 Feedback
badge Platinum PM

Hey Shridhar,

Thank you posting your answer. I noticed that your answer is missing a few steps described in this article How to answer a product improvement question. For example, you must select one particular user group, list out a few pain points for that user group, and prioritize the pain points before solving for them. 

I hope it helps. 

0
Get unlimited access for $12/month
Get access to 2,346 pm interview questions and answers to give yourself a strong edge against other candidates that are interviewing for the same position
Get access to over 238 hours of video material containing an interview prep course, recorded mock interviews by expert PMs, group practice sessions, and QAs with expert PMs
Boost your confidence in PM interviews by attending peer to peer mock interview practices, group practices, and QA sessions with expert PMs
Get unlimited access for $12/month
Get access to 2,346 pm interview questions and answers to give yourself a strong edge against other candidates that are interviewing for the same position
Get access to over 238 hours of video material containing an interview prep course, recorded mock interviews by expert PMs, group practice sessions, and QAs with expert PMs
Boost your confidence in PM interviews by attending peer to peer mock interview practices, group practices, and QA sessions with expert PMs

Top Stripe interview questions


Top Product Improvement interview questions