Airbnb Arrival Guide
Vision & Strategy · Product & Design Direction · UI/UX Design · Prototyping
Checking into an Airbnb can be a stressful way to start a trip. The guest has to learn a unique set of steps written by the host on how to get into their stay. Sometimes this information is sent from the host in a message. Other times guests have to dig through house rules within their reservation details.
After speaking with guests during user research, there were three pieces of information that almost everyone called out as being critical to a successful check-in: directions to the stay, how to get inside, and how to connect to the wifi. This project aimmed to simplfy the trip experience and bring that important check-in information up front and available all in one place.
This project was part of Airbnb's 2021 announcement and will be rolling out to guests throughout the summer.
Simplifying the Trip experience
In addition to the new Arrival Guide, I redesigned the Trips tab where guests go to find all their upcoming and past trips. Previously, it took up to 3 taps for a guest to get to all the details about their reservation details. I refreshed the visuals and flatted the information architecture to bring that flow down to a single tap.
Accessing everything about the reservation
Finally, I redesigned the reservation details page which contains everything about the guest's reservation, including managing who's going, payment details, and house rules. Along with a visual refresh, I updated the page narrative and structure to align to the guest's journey. Now, information guests need to know before, during, and after their trip is displayed in that order.
An improved guest experience
In the first few weeks after being launched, the Arrival Guide and simplified Trips tab has helped increase usage of the app while on trip and reduced contacts to customer service. The biggest improvement has been to 5-star reviews, which has historically been a very challenging metric to improve. It's clear that guests now have the important information in hand, can easily navigate the check-in experience, and have a better stay overall.