Process
A user-centered design process was employed to create and validate an in-app payment splitting feature for Airbnb, prioritizing user needs at every stage.
RESEARCH & PLANNING
Conducted user research through surveys and usability reviews to identify pain points and user needs related to group travel and payments. Analyzed competitor approaches to group booking and payment splitting. Defined target user segments and created a user persona (Vicki) to represent the needs and behaviors of typical group travelers.
DESIGN & PROTOTYPING
Generated initial ideas through mind mapping and brainstorming sessions. Created mid-fidelity wireframes to visualize the user flow and interaction design. Iteratively refined designs based on feedback from internal reviews and preliminary user testing.
TESTING & ITERATION
Conducted usability testing with 25 participants to evaluate the effectiveness and user-friendliness of the prototype. Gathered user feedback to identify areas for improvement, such as the discoverability of the group booking creation step and the presentation of payment analytics. Iterated on the design based on user feedback to enhance the overall user experience.
Solution
The project resulted in the development of an in-app payment splitting feature for Airbnb group bookings.
GROUP BOOKING CREATION
Simplified the process of creating group bookings by allowing users to easily invite others and manage group members within the app.
IN-APP PAYMENT SPLITTING
Enabled users to easily split the total cost of the accommodation among group members directly within the Airbnb app.
TRANSPARENT PAYMENTS
Provided clear visibility into individual payment contributions and remaining balances, reducing the risk of disputes and confusion within the group.
Results
The following results demonstrate the positive impact of the redesigned group booking experience on Airbnb users.
IMPROVED USER EXPERIENCE
Streamlined the group booking and payment process, saving users time and reducing frustration.
INCREASED USER SATISFACTION
Received positive feedback from users regarding the ease of use and convenience of the in-app payment splitting feature.
SMOOTHER TRAVEL PLANS
Fostered a more collaborative and enjoyable group travel experience by reducing the financial burden on individual members.
