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Upcoming Digital Toolbox Talks:


At Airbnb, we believe that "Every Frame Matters": from the images guests see when booking a place, to the systems our employees see when providing customer support. As a result, we strive to design the tools our customer support team uses with the same empathy, discipline, and rigorous focus on quality that goes into crafting our broader customer experience. It's often easy to overlook the quality of the IT systems your customer support agents use, even though these employees are the 'face' of the company to your customers.   Attendees of this session will learn about the approach Airbnb is using to improve agents tools to help them be even more awesome. Specifically, topics discussed will include: How to apply the core values and approach typically reserved for your product design process to the design of internal tools How to understand employee's needs and identify improvement opportunities through a mix of quantitative and qualitative user research methods and data science How improvements are designed, tested and implemented to optimize UX while minimizing impact to operations How the impact of improvements are measured through both UX and org level success metrics.​​​