This flyer is aimed at users who have never used Airbnb or any home sharing platform. The image complements the text, helping users get familiar with the process to accept their credit and use the platform.
SITUATION
Because Airbnb.org guests may be fleeing a warzone or fast-moving disaster without a working device, our team needed a physical artifact to provide them with guidance to using our program.
TASK
I developed the text for this flyer and created the content design in close collaboration with my design partner, our head of emergency response operations, our customer support lead, and our localization program manager.
ACTION
I researched the content we needed to include through a series of in-depth interviews with key stakeholders on the Airbnb.org team. I wrote several iterations, abiding by trauma-informed content principles to improve clarity for guests in times of crisis.
RESULT
This flyer was translated into over a dozen languages by Airbnb's localization team and distributed to guests around the world.
STRATEGIC INSIGHT
Operations and customer support leads often hold the keys to resolving the biggest pain points. Respecting their expertise can unlock great cost savings and elevate the user experience.