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    Customer Journey AIRBNB

    Uploaded by

    Christian Eduardo Diaz Garcia
    The customer wants to find an unique accommodation experience other than a hotel. Their objectives are availability, number of beds, quick access, and cost effectiveness. They want to research options through a mobile app, website, social media, and word of mouth to get information on housing specifications, host details, amenities, reviews, and prices. They want to easily book through the app or website by setting criteria and finalizing their booking. Upon arrival, they want the accommodation to meet their expectations and the host to provide information and assistance. They want to know if the accommodation provides value and satisfies their needs. After their stay, they want to provide feedback and manage their account.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    Customer Journey AIRBNB

    Uploaded by

    Christian Eduardo Diaz Garcia
    484 views6 pages
    The customer wants to find an unique accommodation experience other than a hotel. Their objectives are availability, number of beds, quick access, and cost effectiveness. They want to research options through a mobile app, website, social media, and word of mouth to get information on housing specifications, host details, amenities, reviews, and prices. They want to easily book through the app or website by setting criteria and finalizing their booking. Upon arrival, they want the accommodation to meet their expectations and the host to provide information and assistance. They want to know if the accommodation provides value and satisfies their needs. After their stay, they want to provide feedback and manage their account.

    Original Description:

    customer journey airbnb

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    The customer wants to find an unique accommodation experience other than a hotel. Their objectives are availability, number of beds, quick access, and cost effectiveness. They want to research options through a mobile app, website, social media, and word of mouth to get information on housing specifications, host details, amenities, reviews, and prices. They want to easily book through the app or website by setting criteria and finalizing their booking. Upon arrival, they want the accommodation to meet their expectations and the host to provide information and assistance. They want to know if the accommodation provides value and satisfies their needs. After their stay, they want to provide feedback and manage their account.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    484 views6 pages

    Customer Journey AIRBNB

    Uploaded by

    Christian Eduardo Diaz Garcia
    The customer wants to find an unique accommodation experience other than a hotel. Their objectives are availability, number of beds, quick access, and cost effectiveness. They want to research options through a mobile app, website, social media, and word of mouth to get information on housing specifications, host details, amenities, reviews, and prices. They want to easily book through the app or website by setting criteria and finalizing their booking. Upon arrival, they want the accommodation to meet their expectations and the host to provide information and assistance. They want to know if the accommodation provides value and satisfies their needs. After their stay, they want to provide feedback and manage their account.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 6

    Customer Goal: To find an unique accommodation experience quickly and

    effectively, other than booking a hotel room

    RESEARCH

    Customer Objectives

    THINKING

     I care about accommodation options, availability, number of beds


     A quick, safe, easy to access, and cost effective accommodation would be
    good.

    Touchpoint Analysis

     Mobile Application
     Website
     social media
     face 2 face
     word of mouth and mouse
     Able to get all the information required on housing specs and options.
     Able to see information about the host, quality of the room, area the room is
    located in.
     Able to see amenities, rules, price, and taxes of the housing.
     Able to see reviews and scores.
    VALIDATE

    Customer Objectives

     I want to contact the host of the accommodation


     I want to check out reviews on social media

    Touchpoint Analysis

     Mobile Application
     Airbnb Website (Resolution center and Help center)
     Airbnb Facebook
     I want to contact someone from airbnb
     responds to the comments
     the knowledge base was a good resource
    COMMIT

    Customer Objectives

    THINKING

     I want to easily set my accommodation criteria, check in/check out time


     I want to easily finalize my booking

    Touchpoint Analysis

     Mobile Application
     Airbnb Website
     Able to set personalized accommodation criteria, for example: date (arrival
    and departure), guests, location
     Able to access quick cancellation procedure, refunds, changes, customer
    relations (FAQ).
    RECEIVE

    Customer Objectives

    THINKING

     At the arrival, is everything according to the expectations I had before.

    Touchpoint Analysis

     The Airbnb accommodation


     The host of the accommodation
     Whether the host was hospitable
     Providing sufficient information regarding the accommodation and the area
     Helping the guests with gathering the keys to the accommodation
    USE

    Customer Objectives

    THINKING

     I want to know if I am getting value for money


     Did the accommodation and the host satisfy my needs

    Touchpoint Analysis

     The Airbnb place


     The host

     Ease of use
     Was the accommodation clean
     Is the accommodation safe
     Was everything working properly
     Is the host reliable
    MONITOR AN MAINTAIN

    Customer Objectives

    THINKING

     I want to provide feedback on my experience


     I want to manage my account

    Touchpoint Analysis

     Mobile Application
     Airbnb Website
     Airbnb Facebook
     Am I able to provide feedback on the host
     Am I able to provide feedback on the accommodation
     Can I see reviews about me
     Am I able to rate the accommodation/ experience
     Able to view all my trips, details of payment history
     Am I able to download and print my reservation

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