Airbnb + ScadPro

A collaborative project between Airbnb and SCAD.

UX Research
2 months

WHAT IS THE CHALLENGE

To inform through illustrations educating hosts and guests on new and existing features.
To understand the current and ideal experience of Airbnb.

WHY

Airbnb developed a more inclusive visual identity through illustration concepts that embrace differences, and represent everyone in an authentic way.

OUTCOME

+100 Illustrations, 3 design concepts, and a research framework. We helped develop the required illustrations and explored additional concepts inspired by the research.

HOW

LEARNINGS

The interactions and exchanges between host and guest provide a sense of belonging as long as these are customized to the mutually desired level.
Working with illustrators, learning from their process and sharing with them the research insight.

CHALLENGES

An opportunity to demonstrate the value of user research in an illustration focused project.

HIGHLIGHTS

We asked

What do you find most fulfilling about being a host?
Please tell me about a memorable Airbnb experience.
Please walk me through your experience waiting for, receiving and saying goodbye to your guests?
What is your biggest challenge and/or fear when staying in an Airbnb?

We heard

Research Framework

Skills/tasks

Mapped out insights, utilized descriptive coding, organized information, developed design criteria, collaborated with the UX designer for the visual outcome.

Key Insights

Belonging

Meaningful interactions between host and guest can help deal with the vulnerabilities of entering a stranger's home.

New culture

An ideal Airbnb experience is stress-free, hosts are considerate of their guests' needs and the language barriers don't get in the way of cultural exchanges.

Customizing

Users want a curated travel experience that embraces their individuality and privacy.

Aware

Clear, transparent, and pre-defined expectations of what a listing has to offer increase enjoyment and a stronger sense of safety for all parties involved,: