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Community Mentorship Trust

Community Mentorship Trust. An AirBnB growth plan. Han Zhen Liu @ theritehan. Agenda. 03 Introduction and Purpose 05 Trust and Community 09 Host and Motivation 13 Solution: Project Mentor 16 Managing Risks 18 The Next S tep. About Han and the origin of this presentation.

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Community Mentorship Trust

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  1. Community MentorshipTrust An AirBnB growth plan Han Zhen Liu @theritehan

  2. Agenda 03 Introduction and Purpose 05 Trust and Community 09 Host and Motivation 13 Solution: Project Mentor 16 Managing Risks 18 The Next Step

  3. About Han and the origin of this presentation

  4. Trust and Community

  5. At first glance, AirBnB is a picture perfect community.

  6. Heartfelt reviews Beautiful homes and apartments Super hosts with personality and responsiveness

  7. But like all fast growing startups, AirBnB has growing pains.

  8. Although rarely, dissatisfaction from both hosts and guests gathers traffic on the internet. With so much of AirBnB’s growth rest with word of mouth, it is critical to minimize risks for both guests and hosts. Therefore, it is paramount to foster a community with a healthy collective conscience. To accomplish this while maintaining growth momentum, I propose to start by champion an exemplary community of hosts.

  9. Host and Motivation

  10. i. Thou shalt know who to choose as guests ii. Thou shalt know how to provide proper customer service We are all unique individuals, therefore it is hard to pinpoint all the reasons why someone is attracted in becoming an AirBnB host. But I believe two key factors beside moneyare needed to become a successful and happy host.

  11. For some, AirBnB is an opportunity to get rich, such as the situation described in the recent article from Skift. We do not want to encourage the establishment of private hotels. Travelers flock to AirBnB not only for the cheaper rent, but also for an authentic traveling experience. They want to meet new people and explore new spots knowing that they have a local nearby.

  12. A successful growth strategy for AirBnB needs to maintain authenticity and quality of hosts, while reducing friction between hosts and travelers. We also need to design our product tomarket for itself.

  13. Solution: Project Mentor

  14. 2 steps: • Improve user profile to establish accurate expectations and to help match hosts with guests. • Develope a mentorship program that benefits both the mentor and the student.

  15. Step 1: Improve User Profile Beside the 30 seconds introduction video, current user profile doesn’t encourage additional information from users. While the text field “Describe Yourself” offers space for writing, it doesn’t urge users to create a more complete profile. As result, an alarming number of travelers have only the default information about themselves. We can draw inspiration from dating and resume sites.

  16. New features: • 3 additional (user picked) questions that guide the creation of a creative and colorful profile. • Progress bar encourages users to complete their profile • Tooltip next to progress bar explains which portion of the profile still needs work

  17. Adding human interest questions is only the beginning. We can also include questions on health (e.g. allergies or disability), social habits, and other special demands/situations that will be included in the user profile. Giving hosts and travelers relevant info about each other will minimizes friction occurrences and unhappy reviews. Because the questions are prepared internally, we can use the resulting semantic data to optimize our listing algorithm.

  18. Step 2: Mentorship Program While supports from online community such as Ourbnb.com and /r/AirBnB are useful sources of information, nothing boosts confidence like advices from a knowledgeable friend. An integrated mentorship program that benefits both mentors and new hosts (are is fair to other hosts) is ideally to promote growth from within.

  19. First of all, mentors (lets call them Community Champions) and students have icons ( + respectively) next to their names to indicate that they are participating in the mentorship program.

  20. Figures left: Profile with additional icons and specific review section for students and mentors.

  21. The decision to show the student’s listing under teacher’s profile and not the other way around is intentional. While Figure above: Listings from students are shown under the teacher’s listings.

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