AirBnB had massive UX upgrades in 2021 and they did a master class in UX writing.
The Covid 19 epidemic had a major impact on the hotel, lodging, and travel industries.
For this reason, it is not surprising that AirBnB, one of the leading companies in the industry, has adapted to these turbulent times.
Beyond the changes themselves, those of us interested in user experience (UX) and customer experience (CX) will be very interested to see how these changes are being portrayed.
To that end, AirBnB presents the changes in the video that accompanies this article. It is a great example of UX writing and how to introduce changes in a simple and friendly way.
AirBnB UI Changes
In addition to the changes made to the platform and the relationship users have with it, AirBnB introduced a new user experience for its digital presence. This, of course, implies a new user interface that drastically departs from previous aesthetic guidelines to fully enter the realm of Universal UX.
The new version is more pleasant, with more scrolling, but still very easy to navigate. There are more images, and they have been carefully selected. For one thing, they have a high level of resolution. For another, you can notice the care because they are also representative of the multiculturalism that AirBnB strives for.
For those that already know our Quantum UX framework, this will be no news, but AirBnB uses the QUX approach: they show different versions at different times for different people. And this is not only locale based. Here you can see a UI version they had in place for me:
Now, this is another version I can see at a different time:
The video presentation of the new user interface
The video in question is simply and entertainingly narrated, clearly explaining what the changes are and why they were made. The language is simple, there are no complicated words or terms that most people can’t understand.
Yet despite this simplicity, the changes (which are important) are explained without leaving room for doubt. There are numbers that explain the rationale behind the changes, but they are not exaggerated and in no way interrupt the flow of the message.
A master class in UX writing
In short, the video is important because it is a master class in UX writing. This sub-discipline of UX is one that usually gets very little attention. Perhaps that’s why seeing such a well-done example of UX Writing makes us sit up and take notice.
You can see the full list of AirBnB changes here. There are more than 100 changes, all of them clearly explained with lots of images
Here’s the full transcription of the video from AirBnB
Hey everyone! Thanks for joining, I've got some exciting things to show you today. We just completed the most comprehensive update ever to the Airbnb Service. We have done this to get ready for some of the biggest changes that we see coming in travel. So first, let me take a minute to give you a brief history of travel. The word "travel" comes from travail, which means a painful or laborious effort. And for most of history, travel was a struggle; it was work, not fun. But this changed in the 17th century with the Grand Tour. It was a multi-year educational journey, limited to privileged sons of European nobility. So privileged, you could sit back while others travail for you. This is how travel was for nearly two hundred years, until the invention of the steam engine. Now, regular people could travel by train, then came cars and airplanes, and travel took off. In 1950, twenty five million people crossed a border to travel. By 2019, it reached 1.47 billion people. Then, suddenly, it all collapsed. With a global pandemic, international travel plummeted. But what is remarkable is what we saw next. After months of being stuck at home, millions of people got in their cars, and they traveled nearby to small towns and rural communities, staying in Airbnbs. Now, I want to pause for a moment and speak directly to our Hosts. I've heard from many of you around the world. I know how uncertain and challenging it is. But I want to share my optimism with you. Know that it will get better. People are getting vaccinated. Travel restrictions are lifting. People want to connect. And so travel is coming back. In fact, we believe this will be the biggest travel rebound in a century. But travel will be really different than before because people have new-found flexibility, as they are adopting remote work. They're less tethered. And because of this, we are seeing three fundamental trends in travel: First, people can travel any time, and we are seeing it on Airbnb. We tried an experiment and built an expanded dates feature. And here it is. You would expand your dates by one, three, or seven days. Since January, it is been used a 100 million times. Second, people are traveling everywhere. Net growth in low-density urban areas, suburbs, and small towns has been accelerating from 26% in 2018 to 35%, so far this year. And third, people are staying longer. Nearly a quarter of our nights booked in Q1 were for long-term stays, which are stays of longer than 28 days. You see, people aren't just traveling on Airbnb, they are now living on Airbnb. In Seattle, 40% of upcoming nights booked for this summer are now long-term stays. We're seeing similar trends in other urban destinations. 43% in Los Angeles and 62% in New York City. You see, people are now traveling any time, everywhere, and staying longer. Travel has changed, and we have, too. So, what we've done is a top-to-bottom update to the Airbnb service. This is the Airbnb 2021 release, with over 100 upgrades, delivering a better guest experience, and a better Host experience. Let's start with better guest experience. People are flexible about where and when they travel. But being flexible makes searching on Airbnb really difficult. So, let's say I want to go to wine country. I type in Sonoma, and I add dates, and then I get results. And if I don't find exactly what I'm looking for, and I'm flexible, I search for a few other dates, and I get a lot more results. But let's say I'm open to any weekend this summer, and I'm open to going anywhere in California. I could literally search every city in California and end up with 27,000 searches. Summer will be over before I'm done searching. So, we think we have an answer to this. It's a whole new way to search on Airbnb. It's called "I'm Flexible". And it works in three ways: Flexible dates, Flexible matching, and Flexible destinations. Let me start by showing you Flexible dates. It's been designed for guests with flexibility around when they travel. All right, let me open the app and give you a demo. And let's say I'm going to Sonoma. I just tap on Sonoma and this is the calendar. Now, the calendar's great for when I have a specific date in mind, but I'm flexible. So, I'm just going to tap "I'm flexible" and now I can search any weekend, week, or month, anytime. I'm going to choose a weekend, this summer, and I'm going to search. So, now what I've just done is I've just searched for every available home in Sonoma, any weekend, all summer long. And what you end up with is a whole bunch of options That you would have never seen unless you have done multiple searches. So, this one is available June 11th to June 13th. This is available August 6th to August 8th. So, if I'd done a search like August 25th to 29th, I wouldn't have seen any of these. So, I'm going to add some filters. I'm going to refine this down. So, let's add a price filter, and I'm going to add some amenities. So, I'm going to add Wi-Fi, pool, and let's go with a hot tub. And I'm going to bring my dog just not in the hot tub with me. But now I've just filtered from hundreds of listings down to four. So, what I just did was over-filter and ran out of options. Now, this happens a lot, but we've found a solution for this too. It is called Flexible matching, and let me show you how it works. So, let's pick up where I left off. I over-filtered. And it only yielded four exact matches. This is the problem with fixed search. With Flexible matching, we show you 186 results now. So, you have a lot more to choose from. So, how do we do it? Well, flexible matching includes listings that lie just outside my search parameters, like Richard and Wendy's place here. Now, this has everything I searched for, but it's missing a hot tub. We still show you this result, now. Or this country retreat, it is just a little above the price filter. So, that's flexible matching. It shows you more options that are just outside of your search parameters. Now, for Hosts, this will be great, because it will surface your listing more frequently to guests. Now, we also know that some guests are flexible, not only about when they're going, but where they're going. So, today we are introducing Flexible destinations. It's a new way to discover unique stays you didn't even think to search for. So, I'm going to open the app. and below "Where are you going?" we have this new button: "I'm flexible". So, let's go to "I'm flexible". This is a completely new way to explore Airbnb. Now, you're going to notice, here at the top, we organize not by location, but by category of homes. So, you have treehouses and farms, amazing pools… You can see there is so many up here. Let's just start. Let's browse a few of these. So, these are treehouses, and you are going to notice that we actually organize the treehouses by locations. So, this one is 55 miles away. This one's 680 miles away, if you want to go a little further. You can go here in British Colombia. Or you get boats, literally live on the water. Look at these. These are some incredible boats, like this one in Washington. We have cabins. We actually have tens of thousands of cabins on Airbnb. They have got really cool architecture. We have got an entire collection of A-frame homes like this one in Oakhurst, California. We have tiny homes. We have yurts. I didn't even know what a yurt was. I thought these were just fancy tents, but yurts, are these really cool kind of mini architectural wonders. A lot of them are handmade, and they are really, really cool. So, we have barns. You could stay in a desert. Oh, look at this‚ islands! Boom! Look at that! Private islands. You could have your own private island on Airbnb. And one of the things you are going to notice is all of the photos, are of private islands. These are all actually private islands. Now, we use structured data to organize our listings into these categories to ensure they're accurate. And this is really, it’s really cool… You can explore all over the world. We have castles, lighthouses. you can literally live off the grid. if you want to live in a lake house, A vineyard. We have caves. Who doesn't want to live in a cave? Or a shipping container… You never walk by one of those and said, "I want to live there?" So, where are these islands? I'm just going to tap on the map and here they are. You can see these private islands are all over North America. The really cool thing about Flexible locations is it uses a combination of your location data and structured data to search the best listings in each category. And you're going to notice that the map radius changes as I tap. So, when I go here to beachfront, look what happens. It shows homes just on the water, It picks the coast of California, because it knows I'm in California. But if I go to nature lodges, it takes a wider radius. So, now we are going back to North America. Amazing pools goes even narrower. And farms… farms takes kind of a north-western radius. So, I'm going to take a look at some of these farms. And you'll see again, these are all based on my location. Thanks to location data and structured data, if you are in South Africa you'll see a totally different collection of farms. The categories change too. If you're in Spain, you see castles; in the U.K., you see lighthouses; in Japan, you see ryokans; in Portugal, you see windmills; in Italy, you see trullos; And eventually, on Mars, we'll show you biodomes, with sunset views and free parking. All right, so I'm going to go back to the farms near me. And I really feel like spending the summer with some alpacas. So, I'm going to tap on this Alpaca Farm and Gardens Retreat. And ah, it is hosted by Julie, here. She's a Superhost. …and let's just scroll down. I want to take a look at the reviews. 4.99 I mean, this is basically almost a perfect rating after 155 reviews. And we made it even easier to book. So, I'm going to reserve this. And just tap here. And I'm going to basically live with some alpacas this summer. Flexible destinations will be live June 30th. So that's "I'm flexible" with three new ways to search on Airbnb. Now, these are just three of dozens of upgrades that we have made for our guests. I'd like to show you how we have improved the Host experience. Our Hosts are everyday people. Nearly 90% of our 4 million Hosts are individuals, not professionals. 55% of them are women. They are global and diverse, and they come from all walks of life. From students to retirees, they're artists, nurses, and teachers. We made it even easier for anyone to become a Host. Now, this is going to be really, really important as travel rebounds, and many people try hosting for the first time. And it starts with an all-new Host welcome page. It's a simple, clear introduction to hosting. So, now let me show you just how easy it is to list your space. I'm going to start by listing a house. Now, I'm not going to list the house I live in now. I think I'm going to list my parents' house in Niskayuna in New York. I don't think they would mind. And I think more people should visit Niskayuna. A lot of people are saying that Niskayuna is the new Paris. And so I'm going to take you back to the late '90s. 25 years ago, to my childhood house, and you can relive my childhood. So, let's list my house. Here we are. We allow you to pick what kind of home you live in. Now, it's not a shepherd's hut exactly, definitely not a chalet, Now, look up here. if I need help at any point, I can just click on "Help" and this drawer opens up. I can learn from a Superhost with an online class, or have a one-on-one session. We'll just go with residential home. I'm going to list the entire home. I'm sure they won't mind moving out for a little bit. So, now let's add my address. 23-21 River Road, Niskayuna. Niskayuna is… some people call it "Nisky" for short. Looks good. and here we are, right on River Road, intersecting this wonderful stream. It's a great destination for travelers. And here we are. Now, look what just happened. This imported the right number of bedrooms and baths. And the reason we were able to do this is that we were able to take publicly available real estate data and import them to save Hosts extra steps. And it adds the amenities of my house. We have a pool. Now, it's not heated. so any pool in Niskayuna is really an ice bath, but it's good if you have swelling in your body. Here we are, an indoor fireplace, a kitchen. I'm going to add Wi-Fi. We kind of have Wi-Fi. We have free parking We have air conditioning, We have a smoke alarm and, yeah, I had a lock on my door. You needed that growing up. Now, this is cool. I'm going to add some photos. Hold on, let me let me show you this. Let's take a look at some of the photos of me growing up. So, this is my family room. You’ve got some nice memorabilia. The living room, three rocking chairs, so the whole family could rock together. Here's my childhood bedroom. You're going to see my drafting table, where I used to draw and design on the right. Here is the view of my bed. That's the bed that you'll sleep in. It's actually a bed that was made for a tiny child. All right, here we go. You have the great one. My idol growing up, Wayne Gretsky, looking over you while you sleep. And some old rusty skates. You probably can't fit your feet in them, but here you are. We're going to drag them, drop them. Now, this next thing is pretty cool. Because what we do is we use machine learning to automatically analyze each photo for quality. And then we place them in the optimal order to boost their appeal. So, here we go. Look at this. It knew to put the triple rocking chair photo and we knew to make that one the primary photo. So, now I'm going to keep going, and I’m going to come up with a title. Now, we pre-populated a title here. It said, "cheerful, four-bedroom, residential home with a pool." So, we really try to come up with a title for you, but I think I can be a little more creative. And I think the word "cheerful"… I don't want to over-promise. So, let’s see Niskayuna, known as "Nisky". I think I might go with "Nisky Business" Let's go with "Nisky Business". So, there we go. I think it is going to be nice. Mom and Dad are going to love this. Now, we can choose attributes. This helps you write a description. So, I'm going to go with unique, and you know, I'm going to say stylish. I think that certainly had some style. Now, we have a place getting started. I'm going to say, "Come stay in Niskayuna (some say the new Paris) where my Mom can make you a quiche in the morning and yell at you at night to do your homework." All right, there we go. And now last thing is we offer a price criteria. I'm going to try to get some business. I really want to fill this house for my parents. They're going to love all these guests. And a few more questions. We have a security camera. We don't have any weapons. We do have a golden retriever I don't think she counts as a dangerous animal. I'm going to publish the listing. Here we go. Here's the preview. "Nisky Business" in famous Niskayuna, New York, the soon-to-be international travel destination. And I'm going to publish it. And here we are. And…boom! Here we are. And welcome. Congratulations, Brian! I congratulate myself. Awesome! And here I am with my parents' dog Sandy. And that's it. So, once you list, it's very likely that you'll get booked. In fact, for new listings that were activated and booked in Q1 2021 half received a reservation within 4 days of activation. For existing Hosts, we've created better tools to help them succeed. We've made dozens of upgrades. Let me just show you a few. Now, here's the updated Host side of the app. Let me start by showing you the new tabs. "Profile" is now "Menu". "Performance" is renamed "Insights". Now, "Listings" was not commonly used by Hosts. So, we put "Listings" under "Menu". With "Inbox", it's now up to 10 times faster. And completely redesigned, with features like "Scheduled messages" and "Quick replies". And finally, we freed up some space for a brand new feature we call the "Today Tab". The "Today Tab" shows Hosts what they need to do, today, in one place. For new Hosts, we help you prepare prepare for your guests, and customize your calendar, pricing, and set other controls you need. You'll also find relevant articles, and you can learn from Superhosts in an online class or, one-on-one session. For existing Hosts, the "Today Tab" personalizes for them as well. Oh, look! It tells me I have a reservation. Is, is that Wayne Gretsky who's just booked my Nisky Business? All right, well I guess he's going to be staying in my tiny childhood bedroom. We have a "Next steps for you" section where you can track local trends and fine-tune your pricing. And, we also customized articles and videos for existing Hosts. Not only have we improved our tools for our Hosts, we've also improved community support. We've heard from our Hosts that last year our community support wasn't where it should be. After our business dropped, we reduced the size of our community support team, and we did not have enough agents to be prepared for the rebound. So, this year, we have doubled the number of support agents. This allows us to be faster and more responsive when you need help. We've also more than tripled the number of languages we provide support in. Before, you could get support in 11 languages. Now, you can get support when you need it in 42 languages. We heard you Iceland. Finally, for our best Hosts, we're introducing dedicated Superhost support with priority service from our most experienced support agents. This means fewer transfers, fewer escalations, and more authority to resolve issues for you. This will be available to all Superhosts in North America by September 30th, and will be available worldwide to Superhosts by December 15th. So, those are just some of the highlights from the Airbnb 2021 release. And you'll find them all listed on our website. And here they all are. Flexibility designed for the new world of travel. A simpler and more inspiring guest experience. Literally, there's dozens of upgrades just for guests here. Easier ways to host, from sign-up to Superhost, with a new welcome page, become a Host in 10 steps, and the "Today Tab". And finally, world-class support for our global community, with upgrades like the redesigned Help Center, dedicated to Superhost support, and expansion to 42 languages. You can learn more about each of these upgrades on airbnb.com/2021. Now, we've just talked about 100 new upgrades that will make Airbnb better. But the one thing that makes Airbnb really magical hasn't changed a bit. I'd like to end with a story, a story about a boy named Rio. Rio likes cowboys, and thanks to Rob, Rio gets to be a cowboy, at least for the weekend, because Rob is a Host who owns a tiny house on a gigantic ranch in Sandy Valley, Nevada. For the next few days, Rio will roam the open frontier. He'll tame wild stallions, prospect for gold, and chase down the bad guys. He'll even learn that being a cowboy is pretty hard work. The days are long, the nights are cold, and the best way to stay warm is to stay together. Rob and his tiny house made it possible for Rio to find his wild, wild west. And every day, guests all around the world are also experiencing new possibilities, thanks to their Hosts. Possibilities for connection, for discovery, for joy, for love. Yes, travel is changing, but what people have always needed, those things will never change, and they'll always be made possible by Hosts.
The UX takeaway
I’m sure you’ll agree this is an excellent example of UX writing. Short and simple sentences, providing the exact amount of information, without overwhelming the user.
I hope you enjoyed this article and learned something! At least I know I did!
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