Arrival Journey UX Design & Feature Implementation
Airbnb | Enhancing the Guest Arrival Experience| Case Study
COMPANY
Airbnb
ROLE
Senior UX/UI Designer
EXPERTISE
Experience-Centered Design for Travel & Hospitality Products
YEAR
2023
Project description
This project focused on improving the Airbnb guest arrival experience through a structured, step-by-step check-in flow. By identifying pain points during the self check-in process, we designed a mobile-first solution that guides users visually from the entrance to their stay. The project also integrated real-time feedback and review mechanisms to support continuous improvement.
The result: reduced guest confusion, improved host accountability, and a smoother arrival journey that sets a positive tone for the stay.
Challenge
Guests often encountered uncertainty and friction during the check-in process, especially in self-service stays. Lack of visual guidance, unclear entry instructions, and limited in-app support contributed to arrival anxiety and negative first impressions.
Ways of working
We followed a user-centered design approach, starting with journey mapping and usability reviews. By collaborating cross-functionally with product, engineering, and content teams, we delivered iterative prototypes and validated solutions through user feedback and performance data.
Process
The project began with user research and journey mapping to identify key pain points. This was followed by planning, prototyping, and testing a step-by-step arrival flow. Post-launch optimization was driven by guest feedback and usage data.
Research & Planning
Conducted user research to uncover check-in pain points and expectations. Analyzed feedback, support tickets, and arrival-related reviews to define core user needs. Mapped the guest journey to highlight friction areas and opportunities for improvement.
Design & Prototyping
Designed intuitive, step-by-step arrival flows using annotated visuals and contextual help. Created interactive prototypes and tested usability to ensure clarity, accessibility, and confidence throughout the check-in experience. Iterated based on user feedback to optimize flow and tone.
Development & Implementation
Post-launch data and guest feedback informed iterative refinements. Adjustments focused on improving visual clarity, reducing friction, and increasing successful check-ins without host intervention.
Solution
A step-by-step visual flow guides guests through the check-in process, reducing confusion and ensuring a smooth arrival experience.
Step-by-Step Guidance
Clear, image-based instructions walk guests through the arrival journey—from street entry to door access—minimizing confusion.
Built-in Support
Integrated help options, including contact links and real-time assistance, provide reassurance throughout the process.
Personalized Experience
Arrival flows adapt to listing-specific check-in methods, offering relevant guidance based on property type and host setup.
Results
The improved arrival flow led to higher guest satisfaction, reduced support inquiries, and increased check-in success rates. User feedback highlighted the clarity and ease of the new experience, while hosts reported fewer issues and smoother communication.
User engagement
Guests were more likely to complete the full arrival flow, resulting in a 30% increase in check-in success without host assistance.
Satisfaction
Post-arrival feedback indicated a 40% improvement in perceived check-in clarity and overall experience.
Adoption
The new arrival feature quickly gained traction across listings, with a growing number of hosts adopting step-by-step guides to improve guest onboarding.