Every company wants to be close to their customers. Get into their customers minds and understand their journey. Airbnb took an unorthodox approach to customer-centric product development. Inspired by the idea of story frames from Disney's Snow White, Airbnb visualized the entire customer experience for both host and guests throughout their journey. From that, we've been able to better understand the gaps in our product and create new opportunities. For example, we found that people wanted to better understand where they were going so we developed Neighborhood Guides, which helps to highlight local attractions for out-of-town guests.

This presentation will delve into practices to better understand customers, how to think about the customer experience, and how customer-mapping can influence product design.