Improving How Guests Discover Local Services on Airbnb
UX research and design engagement focused on improving how guests discover and book local services on Airbnb (such as photographers, private chefs, and experiences). The work centered on uncovering what truly drives user confidence and conversion, then translated those insights into clear design direction teams could act on quickly.
View the service discovery and booking flow
Goals and the Process
Research focused on how guests move from discovery to booking when exploring local services on Airbnb. The work examined how users browse service categories, apply filters, evaluate individual offerings, and complete the booking flow, identifying the information and signals that help users compare options, build trust, and confidently commit.
My Role
Research and Synthesis
Led AI assisted clustering to quickly organize qualitative signals while applying human judgment to prioritize what mattered most
Synthesized insights from two usability interviews into clear patterns tied to user confidence and decision making
Developed concise insight statements focused on implications, not observations
Presented insights through Figma slides designed to align product, design, and marketing stakeholders
AI Informed Ideation and Design Direction
Facilitated ideation in FigJam grounded in research findings rather than open exploration
Generated user flows and a customer journey map to clarify decision moments across discovery and booking
Built an initial prototype in Figma Make to translate strategy into tangible interaction concepts
AI Supported Prototyping and Validation
Iterated the prototype into a refined version informed by early feedback and usability signals
Prepared the prototype for behavioral tracking using Hotjar to support ongoing validation and data informed iteration
