We created a blueprint of the Airbnb experience and used it to improve our service end-to-end
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1. We created a blueprint of the entire experience: including 150 screens in our app and website, 70 user policies, and every interaction with customer service
@bchesky You always had a great sense of running a product lead co. I remember even back in the days your product meetings with all the storyboards on the walls at display for the entire team.
@bchesky Airbnb is great for guests. And terrible for hosts.