Sprint With Trust Journey Map -- How We Design Trust At Airbnb

At Airbnb, we want to create a world in which anyone can belong anywhere. You simply can’t belong to a community you don’t trust.

How to design trust at Airbnb? It is connecting a human-centered design philosophy from your company’s foundation through to a plan for execution. Designing for trust is crafting a strategy with product experiences: An idea without execution is not a fully realized design… so what we think about even more so as designer leaders at Airbnb is not just the end result, but figuring out how you will get there: answering who will make it, what will they make, how will they make it, and why?

In the execution stage, the team run sprints and leverage heavily on Trust Map to define problems and create product opportunities. Trust Map can be summarized in a single, memorable sentence: We build trust by creating safety at each moment of the journey.

In this workshop, I will facilitate working sessions with audiences to build trust maps for the most popular apps in China people use daily to understand existing trust gaps and reimagine possible experience solutions to address them.

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