What a fun challenge. I always feel like getting these little nuggets of insight of a survey is like pulling on a thread - you never quite know where it's going to end up. Surveys are like Plato's allegory of the cave - everyone sees something different; was it the suggested services that got people interested, the idea of 'more services', or did they just remember their last trip where they forgot to bring a change of pants.
Adding additional services into an app is a source of complexity internally. If you're reliant on third-parties then you've got to take brand accountability. How do you vet them, does Airbnb take responsibility if the dry cleaner destroys a Fendi bag? Is the margin you'd get from relying on a third-party enough to actually justify the internal complexity of managing all of this.
I'm sure you've got answers to most of those questions, but it's a fascinating problem space. Travel's just one of those things where stepping in to solve a tiny problem (oh no, I have no clean trousers) can have an outsized impact on someone's perception of their trip. But the converse is also true, mess up something basic and you can do far more damage than the benefit of offering a service.
I really appreciate your comment: It's such questions that make these challenges worthwhile and effective in building product thinking.
Some of the first things I'd ask myself:
- Are these survey results enough to give confidence? Was the survey itself flawed and do we need to follow up with something more robust?
- How can we really validate the need and product/market fit without spending a lot of effort?
- How do we bring in a legal team to discuss what happens with liability? And if Airbnb isn't liable, how do you ensure a customer is aware of that? What risk does that create for Airbnb's brand?
As for your last paragraph, I couldn't agree more. It's often small things that can make all the difference, but get them wrong and they can turn an otherwise good experience into a deeply negative one.
I think this speaks to the changing role of the designer. Being able to think outside of a specific domain, or even outside of the screens you're designing gives you far more understanding of the macro-scale effects of a change. Airbnb is an interesting example, as with all travel apps, where you're not selling a product, but solving an emotional pain. It's a true 'peak/ end' experience where the real strength of a company isn't in meeting requirements, but in truly solving things that go wrong.
What a fun challenge. I always feel like getting these little nuggets of insight of a survey is like pulling on a thread - you never quite know where it's going to end up. Surveys are like Plato's allegory of the cave - everyone sees something different; was it the suggested services that got people interested, the idea of 'more services', or did they just remember their last trip where they forgot to bring a change of pants.
Adding additional services into an app is a source of complexity internally. If you're reliant on third-parties then you've got to take brand accountability. How do you vet them, does Airbnb take responsibility if the dry cleaner destroys a Fendi bag? Is the margin you'd get from relying on a third-party enough to actually justify the internal complexity of managing all of this.
I'm sure you've got answers to most of those questions, but it's a fascinating problem space. Travel's just one of those things where stepping in to solve a tiny problem (oh no, I have no clean trousers) can have an outsized impact on someone's perception of their trip. But the converse is also true, mess up something basic and you can do far more damage than the benefit of offering a service.
I really appreciate your comment: It's such questions that make these challenges worthwhile and effective in building product thinking.
Some of the first things I'd ask myself:
- Are these survey results enough to give confidence? Was the survey itself flawed and do we need to follow up with something more robust?
- How can we really validate the need and product/market fit without spending a lot of effort?
- How do we bring in a legal team to discuss what happens with liability? And if Airbnb isn't liable, how do you ensure a customer is aware of that? What risk does that create for Airbnb's brand?
As for your last paragraph, I couldn't agree more. It's often small things that can make all the difference, but get them wrong and they can turn an otherwise good experience into a deeply negative one.
I think this speaks to the changing role of the designer. Being able to think outside of a specific domain, or even outside of the screens you're designing gives you far more understanding of the macro-scale effects of a change. Airbnb is an interesting example, as with all travel apps, where you're not selling a product, but solving an emotional pain. It's a true 'peak/ end' experience where the real strength of a company isn't in meeting requirements, but in truly solving things that go wrong.
Hey Filippos,
Here it is how I approached the problem. https://substack.com/@nunziaterminiello/note/c-51781303?r=1m5hce&utm_medium=ios&utm_source=notes-share-action
Please let me know what you think.
Thanks for challenging us! Can’t wait to solve the next one!
@nunzia I absolutely love your approach and output, thank you for taking up the challenge and hope you had fun (and learned something) doing it!
From your product thinking, iterative approach in validating, and actual design output, it's all top-notch.
https://substack.com/@dmitryhere/note/c-48178479
It's my attempt
@fiilppos,
Is it possible if you can post similar task to improve visual designs?
I think I need help in designing the style guide.
What typeface to use, what colors to use.
Otherwise I am comfortable with visual design principles.
I am able to crack designs once we have a style guide or design system in place.
I get stuck if I have to design a new style or an element.
Come up with a way to test the demand for such an option without having to build a feature. How would you test it inside the app?
You mean a list of ideas? No design?
Design is optional here. But if you have the time, you can quickly show what it would look like inside the app.
Oh, very interesting! Thank you for this task!
Glad you are enjoying it, would love to see the result if you take it up! Good luck 🙌