2015 Schedule
Interactive: March 13–17  •  Film: March 13–21  •  Music: March 17–22

What Snow White Can Tell You About Your Customers

Monday, March 16
12:30PM - 1:30PM

JW Marriott
Salon C
110 E 2nd St

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.


#sxsw #SxSnoWhite


Joe Zadeh

Head of Prod


Joe Zadeh (a.k.a. “Joebot”) is the Head of Product at Airbnb, a community marketplace for people to list, discover, and book unique spaces around the world. He has led the product team for over thr...

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