Context

I led and completed a comprehensive design audit for end to end user booking flow across China Business Unit. Key learnings have been baked into 2018 China product roadmap. The audit was added into product team onboarding materials.

Why

Raise empathy

As we become familiar with the flow, sometimes we might forget how does the experience look like to users that not familiar with airbnb. The goal of doing this audit is understand a holistic flow from the moment they sign up to make a booking.

Onboarding

Booking flow is complex. In order to help new product team members, especially booking team engineers, onboard to our product flow,

How

I invited 4 product team members to help walk through 2 major user flows, and make screenshots. Based on the screenshots, I put them into the user flow in figma file. Also created an abstract flow, and a journey map.

Happy hour invitation was sent out to the whole Business Unit. I printed out the 2 flows (They are 4 meters long!), lay it on the table, and give participants sticky notes to write down the blockers or ideas they observe by themselves or anything from their friends

150+ ideas collected.

What

End-to-end Guest Flow

• Printed out to collect feedbacks

• Data Scientist and Product Specialist used this for data logging and user feedback tracking purpose.

Abstract Flow

Looking at key milestone of user search and booking flow. Include edge cases such as identity verification, and explains what are the triggers.

Feedback Document

• I collected 150+ feedbacks from the sticky notes, and created a spreadsheet to organize ideas into categories.

Major Outcome

• Key learnings have been baked into 2018 China product roadmap.

• The audit was added into product team onboarding materials.