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Airbnb GRP 6

This document discusses pain points experienced by various stakeholders of Airbnb, including guests and hosts, and proposes solutions. It analyzes guest pain points such as false advertising, hidden fees, lack of refunds and limited reviews. It also examines host challenges like unforeseen issues with guests and poor visibility of listings. Solutions proposed include using blockchain for transparency, expanded media options, automated review processes and improved identity verification.

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Yash Desai
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156 views26 pages

Airbnb GRP 6

This document discusses pain points experienced by various stakeholders of Airbnb, including guests and hosts, and proposes solutions. It analyzes guest pain points such as false advertising, hidden fees, lack of refunds and limited reviews. It also examines host challenges like unforeseen issues with guests and poor visibility of listings. Solutions proposed include using blockchain for transparency, expanded media options, automated review processes and improved identity verification.

Uploaded by

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

& Material
•Group 6
• Tarun Pratap Singh (26)
• Vivek Sakti (27)
• Yash Desai (28)
• Anshul Molasaria (29)
Airbnb
• Airbnb is an online accommodation-sharing service and marketplace, allowing people
to stay at someone’s home instead of a hotel. Those who rent out their properties are
known as Airbnb hosts, whilst the people staying are known as the hosts’ customers.
Essentially, the Airbnb service acts as a broker for those renting out their properties,
receiving commission. Whilst Airbnb has recently expanded to also host experience-
driven activities, this service analysis will adhere to Airbnb’s original ethos and project
goal:

•To “economically empower millions of people around


the world to unlock and monetize their spaces”

This service was analysed through online Only extremely recent reviews were included
ethnographies includes interview of guests within the analysis.
from different age groups and working
professionals.
Stakeholder Mapping Of Airbnb
Airbnb User • Airbnb has maximum users in the age group of 19-25
years, followed by people in the age group of 36-40 years.
Consumer • Here’s the breakdown of the Airbnb users travelling
habits:
Behaviour 32% travel with friends,
30% travel with family,
20% of total users are solo travelers and
18% travel for work purposes.
• Maximum people using the platform are Freelancers or
working professionals. Students also form a significant chunk
of users followed by people who are unemployed and are
looking for affordable accommodation.
Empathy Mapping
of College-going
students
Empathy Mapping of Professional
Empathy Mapping of
Working professionals
going for a vacation with
friends
False/Unethical Advertising.

Time sensitive applications. 


Pain Points Drip Pricing and hidden charges.
of Guests
No Refunds.

Fixed review system.


FALSE/UNETHICAL ADVERTISING

• Customers feel as though hosts falsely advertise their Airbnb, or the


conditions of their stay; often not realized until the customer arrives.

https://www.mouthshut.com/websites/Airbnb-com-reviews-
925739260
FALSE/UNETHICAL • The ideal solution would
ADVERTISING have Virtual reality + Set
validity period for pictures
+ Narrowed filters.
 Hosts need to upload
panoramic images and add
descriptions for the images
as well.

 These will help in creating


the virtual walkthrough.

 The images will be updated


every 3 months
• An AI system scans all
media and deletes anything
that does not adhere to the
guidelines.
TIME SENSITIVE APPLICATIONS
• Guests need to send their booking request for the airbnb, and
will receive the email back from airbnb saying that guests need
to wait for a response before the booking get confirm.
TIME SENSITIVE
APPLICATIONS solution

• We can introduce a “lock with accept


option”. When sending a Booking Enquiry,
there is would be a option to lock the
accommodation if the host accepts your
offer.
DRIP PRICING &
HIDDEN FEES

Airbnb uses drip pricing to display


their fees.

Meaning that after being approved


for stay, hosts have the option to
increase the price through hidden
fees such as service fees.
DRIP PRICING
& HIDDEN
FEES Solution
• Since blockchain is
decentralized, this
eliminates the involvement
of middleman. As a result,
nominal fee will be
charged. And since today
the circulation of
cryptocurrency is more,
blockchain enables the
Airbnb businesses to
accept the payment made
through digital asset.
No refund/delay in payments

• If a customer cancels, it is the host’s responsibility to provide a refund “determined by your host’s cancellation policy”.

• Thus, there are a number of times that a host hasn’t Credited the refund of their full payment and also delay the payments.

• Although this is stated on the website, many customers are unaware of this policy.
NO REFUND
solution
Blockchain- The rental
agreement will be integrated to
the smart contract. We can
introduce the custom smart
contract that can identify
whether the particular host is
qualified or not. Smart contracts
are also used to add host
automatically and also used to
make sure that the customers
accepts to the rental agreement.

 And also it can solve the


delay in refund due to server
issues caused.
Fixed Review System

•Many customers have complained about the fixed review policy,


stating that the host has more power over the customer; “comments
were utterly false...can’t amend mine”.
• This makes customers feel as though they are powerless as hosts
can also delete reviews.
Fixed Review System
• The customers can rate and review about the host in the
network. If a particular host gets a bad review continuously,
the host can be permanently removed from Airbnb and this
is possible only through blockchain.
• Hosts and guests need to fill review forms from app within 14
days which can be directly recorded in Airbnb database,
where others hosts and guests can able to see. And at the
end of the 14-day review period, reviews will be revealed to
hosts and guests simultaneously.
Unforeseen Circumstances
Are Yours to Handle

Pain Points Poor application system


of Host
Invisibility of listing
Unforeseen Circumstances Are Yours to Handle

• There’s no denying it, inviting numerous guests into your vacation


home week after week does open you up to some risk.
• Even the most experienced hosts can't anticipate some of the hiccups
that come with guests. Clogged bathrooms, broken appliances and
unruly or unhappy guests are all problems you can expect to face. 
• Implement a thorough screening process and vet your guests
accordingly. Along with doing your best to have a back-up plan, you’ll
need to accept that there are certain things you simply can’t prevent.
POOR APPLICATION SYSTEM

Before receiving a down-payment, the host in unable to see a Issues concerning this down-payment, also leads to
customer’s application details, making it hard for them to judge miscommunication.
whether the customer is suitable to stay at their home.
SOLUTION FOR POOR APPLICATION SYSTEM

 Robust review system.


 Mandate to verify identity.
 Face & Voice protected passwords.
 Airbnb can collaborate with apps like Digi-
Locker for documentation and verification of the
users.
INADEQUATE VISIBILITY OF LISTING

• Many hosts realize that they can’t find


their listing within the website,
therefore becoming invisible to the
customer.

WHY IS MY AIRBNB LISTING NOT SHOWING?


Continuous & maintained digital
infra

SOLUTION Improved data holding capacity


FOR leading to better search results
IMPROVING
SEARCH Integration with SEO of likes google,
bing, duckduckgo, yahoo etc.
RESULTS
Robust app/web report for
bug/malware.

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