Lead designer of Airbnb Support pages.
Customer support efficiency is one of the biggest challenges and opportunities to improve the Airbnb experience.
Navigation is dramatically improved, search is more prominent, and the design incorporates custom info cards that attempt to predict what state the user is in. When you have a trip, we'll have a card displaying all the relevant details. If you're a host and your guest just checked out, we'll display options that are relevant to you at that moment. There are dozens of predictive states that we've designed to make being a member of the Airbnb community simple, even when things don't always work out perfectly.