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Lu Project

Airbnb faced challenges with low customer trust and bookings, which were addressed through a design thinking approach focusing on user needs and high-quality visuals. By implementing professional photography for listings, Airbnb significantly improved user engagement and revenue growth. The case study highlights the importance of empathy, user research, and iterative design in driving innovation and long-term success.

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franklybeinghuman
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40 views18 pages

Lu Project

Airbnb faced challenges with low customer trust and bookings, which were addressed through a design thinking approach focusing on user needs and high-quality visuals. By implementing professional photography for listings, Airbnb significantly improved user engagement and revenue growth. The case study highlights the importance of empathy, user research, and iterative design in driving innovation and long-term success.

Uploaded by

franklybeinghuman
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

How Design Thinking Saved

Airbnb
A Case Study on Innovation & User-
Centered Design
Your Name | Date
Introduction
• • Airbnb was founded in 2008
• • Initially struggled with customer trust and
low engagement
• • Design thinking played a crucial role in its
turnaround
The Problem (2009 Challenges)
• • Low customer bookings
• • Poor revenue
• • Lack of user trust due to bad listing photos
Identifying the Root Cause
• • Founders conducted user research
• • Discovered low-quality photos made listings
unattractive
• • Realized the need for better visuals
The Design Thinking Approach
• 1. Empathize: Understand user needs
• 2. Define: Identify key trust issues
• 3. Ideate: Brainstorm solutions
• 4. Prototype: Implement better listing photos
• 5. Test: Measure engagement and bookings
The Turning Point – High-Quality
Photos
• • Founders personally took professional
photos
• • Immediate increase in bookings and trust
• • Airbnb later scaled professional photography
services
Results & Impact
• • Revenue growth after improving listings
• • Users trusted Airbnb more
• • Design thinking led to long-term success
Key Takeaways
• • The power of user research
• • Small design changes can have massive
impact
• • Empathy and iteration drive innovation
Conclusion
• • Airbnb’s success story highlights the power
of design thinking
• • Today, it’s a multi-billion-dollar company
thanks to continuous UX improvements
Airbnb’s Business Model
• • Peer-to-peer marketplace for
accommodations
• • Connects hosts with travelers
• • Revenue from service fees on bookings
Initial Challenges Beyond Photos
• • Trust and safety concerns
• • Hosts reluctant to list properties
• • Users skeptical about staying in strangers'
homes
How Airbnb Applied Design
Thinking
• • Focused on real user pain points
• • Improved trust via verified photos
• • Developed a seamless booking experience
• • Created a host guarantee program
Scaling the Photography Solution
• • Airbnb offered free professional
photography
• • Listings with high-quality images saw more
bookings
• • Established visual consistency across the
platform
Further Innovations & Growth
• • Launched Experiences & Airbnb Plus
• • Enhanced customer support & verification
• • Expanded globally with regulatory
adaptations
Lessons for Startups
• • Always empathize with users
• • Test solutions before scaling
• • Small design changes can transform a
business
• • Iterate based on real customer feedback

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