Patreon
Case Study
Improving the Airbnb group booking experience with a group payment feature
Role
Research
Synthesis
Design
Usability Testing
Tools
Google Forms
Dovetail
Figma
The Problem
Collecting payment
Trips with friends are fun, but navigating the complicated financials of traveling with a group is awkward and confusing. Currently in Airbnb, when multiple guests want to book a trip together, one person has to foot the bill, causing friction and complexity in the payment process. The high cost of booking for a large group makes taking on the responsibility of the cost risky, and can also lead to groups booking less expensive accommodation.
The Goal
Creating and in-app solution
More payments, more problems, With a list of alternative apps for sending and receiving money, it can be hard to coordinate payments from group of travelers sharing a cost. There is financial risk of being the person responsible for managing and collecting the payment, and a required trust among your travelers.
By creating a feature for users to send payment requests through the app while booking, the financial stress is eliminated. By giving the users an option to split the total cost of a trip while booking and designing a simple extension to the checkout flow, we were able to produce a seamless checkout experience for Airbnb's many users.
The plan
One size does not fit all
We live busy lives and we all have busy (and different) schedules. Conversations with users let us know that they loves a split pay solution, but how would it work? We quickly realized the cost of a trip is considered very differently from group to group. Our interviews revealed the many complicated equations for determining a guest total. Someone may be paying for a friend, someone else is only staying two of three nights, someone is sleeping on the couch, and no one knows how to factor the cleaning fee into their portion. We needed to create a feature that was ready for anything. When we synthesized and sorted our data, three options emerged: Split evenly, Split by night, and Custom split.
The Navigation
& Wireframes
A unique flow
We looked at competitors in booking and payment apps for successes, pain points, and opportunities for enhancement. In our interviews, we heard about users flipping back and forth between apps to send and receive payment, making it difficult to keep track of who paid who when. It was decided that the Airbnb split payment feature should be a part of the check out experience. While reviewing the current checkout steps, the already crowded checkout page was too overwhelming for even more information, so we decided we needed an alternative flow.
We wanted to create a birdseye view of how this new feature would fit into the larger flow. We used the user flow to visualize the movement of the user and ensure that there were no dead ends. Wireframes were used to further develop our ideas and test
The Prototype
Putting it all together
We looked at competitors in booking and payment apps for successes, pain points, and opportunities for enhancement. In our interviews, we heard about users flipping back and forth between apps to send and receive payment, making it difficult to keep track of who paid who when. It was decided that the Airbnb split payment feature should be a part of the check out experience. While reviewing the current checkout steps, the already crowded checkout page was too overwhelming for even more information, so we decided we needed an alternative flow.
We wanted to create a birdseye view of how this new feature would fit into the larger flow. We used the user flow to visualize the movement of the user and ensure that there were no dead ends. Wireframes were used to further develop our ideas and test
Searching for price per guest
fdsfsdfdsfsd
Product Design Case Studies
view my other projects
AIRBNB CASE STUDY
Improving the group booking experience through split payment feature
AIRBNB CASE STUDY
Improving the group booking experience through split payment feature
AIRBNB CASE STUDY
Improving the group booking experience through split payment feature