UX Case study Airbnb
Here is the whole process I developed for my Airbnb case study. From ux research to my prototype. I developed this case on my own with the guidance of my professors.
To present my case, I will use the Double Diamond methodology as the main working process.
Since this is a case study, I have not developed the step of deliver.
Key Problem:
Currently, the booking system only allows a person to book an accommodation and then relies on that person to collect post-payment refunds. This process can be cumbersome and inefficient for group travelers.
Benchmarking
I analyzed 3 related hosting and shared payment platforms.
The methodology I used was SWCDUO Analysis.
I perform a general analysis of the application and a specific analysis of each screen.
Here is an example of how I analyzed one platform
Information Architectures
It helped me to see how Airbnb is set up and how people find things when they pay.
I also looked at the information architecture at PayPal to learn more about how shared payments work.
Surveys
In my survey, I asked 11 questions and received 16 responses.
It was divided into sections: Introduction, segmentation questions, experience questions, and ended with a thank you and a conclusion.
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To collect data, I used a mix of closed-ended, open-ended, and multiple-choice questions, and measured satisfaction and emotion levels.
Affinity Map
I utilized the Dovetail tool to analyze the data, then created an affinity map to organize the information, identify trends, and uncover potential solutions.
Conclusion:
68.8% of users surveyed rate the payment process when making a group booking as a pain point. For this process they use Tricount and Splitwise, for this reason I will be inspired by these applications to propose a solution. Also another pain point that I will develop is the reminders for people to make payments.
How Might We Statement
For the definition part use the How Might We Statement technique, for the user-centered design process this technique is very popular in Design Thinking. It helps you formulate questions that open up possibilities for a solution to a specific problem, rather than limiting options.
Solution
I discovered that Airbnb is a platform to create experiences mostly in groups, but in the application there is an individual experience, so the wifremes I developed were made thinking that the user experience of the platform also has a whole group ecosystem.
User flow:
I made several user flows, to map all the possible sections of the application and how a whole group experience would be developed on the platform.
Develop — Wireframes
When developing the user flows, I discovered that it would be best if Airbnb had a groups section from the beginning, to show the importance of this ecosystem and also to make it easier for the user to adapt.
Usability test:
While conducting the usability test in Maze, I recognized the need for further improvements to ensure an excellent user experience.
That’s the wonderful thing about user research, we are always looking for ways to improve.
