Blog Entry 2

Looking again at Airbnb, I will gain an understanding of the user interface to better understand the customer experience. With many firms offering similar products and services we see a large focus from firms to improve their customer experience to differentiate themselves from competition.   

·     Information processing

I personally follow Airbnb on Instagram and I am updated with their content t every couple of days. This allows me to have access to particular information that helps  me create an understanding of Airbnb, through information. When I use Airbnb I collect information from many different source to help make a better choice on where I might stay when I’m visiting a new city. Airbnb it’s self makes available endless amounts of information on its website with listings having information on everything involved in your stay. Processing this information is easy as Airbnb uses simple terms and minimal writing, utilising beautiful photos and videos to help create a better understanding of its offering to its customers. 

·     Perceived case of use

Understanding how the internet works comes easy to a lot of people, especially millennials. Airbnb is a platform allowing anyone with house, apartment or room to put it on the market. Prices do vary from $45 a night to $10,000 a night. With this vary in price range Airbnb is going to have a variation of customers. These customers could and most probably be people in the 30’s, 40’s and 50’s who may not be that savvy with computers. This means that Airbnb needs to take this into consideration as they design the useability of the website. 

·     Perceived usefulness

Airbnb started out as a very basic accommodation platform in 2008 and has now grown to an international corporation with over 150 Million users (Smith, 2018). The usefulness of its service and platform had to change dramatically to better it’s position in someone’s travel arrangements. They have added notifications to their application and instant messaging to better connect the guest with their hosts. Airbnb has tried to understand what people really want when they visit a new place. Their new business venture is Airbnb Experiences, helping pave the way for new business and ultimately better their customers experience. 

See what Airbnb Experience are all about;



Video of Airbnb Plus


·     Perceived benefits 

Airbnb use a networking marketing tactic to obtain new users to it’s platform. Once a customer has completed their stay and have left a review the customer is offered $20 Airbnb credit if they refer a friend and that friend will receive $50 Airbnb credit. Personally this isn’t a huge incentive to go out and find friends or people that have not used Airbnb before. It is a benefit of using the platform. 

·     Perceived control

As a customer I feel in control when looking for accommodation in the area that I want to visit. Being in control of the cost is a different story as the cost varies and increases when finalising the purchase, this is because of the service fee, cleaning fee and tax that is added on the final price. This is okay in countries like the USA as it is what their customers are used to. If you’re dinning at a restraint in the USA you’ll get your bill at the end of dinner and tax will be added to the final price as well as a tip. Where as in Australia we are used to the price, being the final price. Thus making the user experience here in Australia, difficult. I personally have not made the final purchase because for this exact reason and believe Airbnb should fix it for Australians, our system and customers are not used to it. 

·     Skill

I believe that Airbnb is a website that customers need a basic but relevant understanding of the webpage outline. The outlay is designed to be easy to use with very neutral colours, but customers need to understand that buttons are usually hidden or programed into photos thus the need to use it a couple times before one becames competent in using it.  

·     Trust propensity

Trust comes under an interesting banner at Airbnb, I believe the trust is usually broken by the customers and the service providers. For example when Jeff rents out his room in Los Angeles he’s trusting the customer is going to look after it and not steal or break anything. This is where Airbnb has most of its trust issues. 

·     Perceived risk

Another area where Airbnb has trust areas is the fact that some people afraid to stay at a strangers house. Before Airbnb was created everyone though that staying in a strangers places would be totally forbidden. But, time did tell, with 150 million users Airbnb is one of the biggest accommodation providers in the world. 


My video submission for this weeks blog. 


Smith, C. (2018). 100 Amazing Airbnb Statistics. [online] DMR. Available at: [Accessed 31 Aug. 2018].