Case Study: Airbnb improves marketplace experience with Optimal Workshop

Airbnb reduces support tickets and boosts advance bookings with Optimal Workshop

Airbnb, a global hospitality platform, faced challenges in optimizing its two-sided marketplace for both hosts and guests. Key issues included low host-side completion rates, guest journey drop-offs, and an unoptimized Help Center. They partnered with Optimal Workshop, using its Card Sorting and Tree Testing tools, to gain data-driven insights into these user experience problems.

Optimal Workshop's research approach provided actionable insights that led to a reimagined host dashboard, restructured guest experience categories, and a revamped Help Center. The solution implemented by Optimal Workshop delivered significant results, including increased advance bookings, a reduction in support ticket volume, and enhanced host confidence, creating a more intuitive and effective platform for all users.

Airbnb