For many technology companies the product they provide their customers takes form in offline experiences through an online platform. At Airbnb, our hosts community relies on that online platform to help them run a micro-business, so they can provide not just accommodations but a collective sense of belonging for travelers around the world. Learn how Airbnb's design team worked side-by-side with their host community to build new tools complete;y designed to make hosting easier and more rewarding. We will walk through the process and key insights that helped the team shift these hosting tolls from utilitarian to delightful. Presented at Delight 2016 by Jenny Arden, Airbnb http://delight.us/conference

1. Jenny Arden | Airbnb
@jarden
#DelightConf

2. Self-
Actualization
Esteem
Love/belonging
Safety
Physiological

3. be·long·ing
Acceptance as a natural member or part

4. Airbnb
The mission

5. Airbnb
The mission
Hosts
Community

6. Airbnb
The mission
Hosts
Community
Guests
Personal Growth

9. Slide Title Here
Optional subtitle goes here
• Cereal Entrepreneur: Creative. Embraces constraints. Solution-oriented. Tenacious.
• Be a Host: Collaborative. Anticipates the needs of others. Prepared. Authentic. Listens.
• Embrace the Adventure: Flexible. Risk tolerant. Always learning. Curious. Open-minded.
• Simplify: Prioritizes. Distills a problem to its essence. Makes and communicates clear decisions.
• Champion the Mission: Passionate. Committed. Optimistic. Puts the Airbnb community first.
• Every Frame Matters: Thinks holistically. Rigorous about quality. Appreciates the details and
prioritizes the right ones.

18. Slide Title Here
Optional subtitle goes here
• Cereal Entrepreneur: Creative. Embraces constraints. Solution-oriented. Tenacious.
• Be a Host: Collaborative. Anticipates the needs of others. Prepared. Authentic. Listens.
• Embrace the Adventure: Flexible. Risk tolerant. Always learning. Curious. Open-minded.
• Simplify: Prioritizes. Distills a problem to its essence. Makes and communicates clear decisions.
• Champion the Mission: Passionate. Committed. Optimistic. Puts the Airbnb community first.
• Every Frame Matters: Thinks holistically. Rigorous about quality. Appreciates the details and
prioritizes the right ones.
Our hosts are a part of our team

20. Thank you
@jarden
#DelightConf