These are the pillars of Airbnb's core values: - Champion the mission - Be a host - Embrace the adventure - Be a "cereal" entrepreneur The IT team set out to deliver a level of service that embraced these values and brings them to life. They called this project “Latitude:" a solution that gives users the latitude - or freedom - to easily find the information and help they need. They practiced "champion the mission" by providing a self-help solution for the community; "be a host" by listening and working closely with business teams to find excellent solutions; "embrace the adventure" by offering insights about evolving methodologies, new tools, and processes; and "be a cereal entrepreneur" by providing automated self-service help based on individual client needs. With the help of Jira Service Desk, project "Latitude" saw these highlights one month after launch: - 94% response SLA - 5200 knowledge base article views - 5% of articles deflecting ticket creation - 4.9 of 5-star user satisfaction rating In this session, Airbnb will describe the "Latitude" journey, how it opened up new ways to provide help and delivered results. We'll also talk about what's ahead.

1. Bringing
Service-Oriented
Support to Airbnb
Chris Arrington & Laurent Bordier / September 2017

2. INTRODUCTION

3. Care for others and make them feel like they belong.
Encourage others to participate to their fullest. Listen,
communicate openly and set clear expectations
BE A HOST
Be bold and apply original thinking. Imagine the ideal
outcome. Be resourceful to make the outcome a reality
BE A CEREAL ENTREPRENEUR
Be curious, ask for help, and demonstrate an
ability to grow. Own and learn from mistakes. Bring joy and
optimism to work
EMBRACE THE ADVENTURE
Prioritize work that advances the mission and positively
impacts the community. Build with the long-term in mind.
Actively participate in the community & culture
CHAMPION THE MISSION
Airbnb Core Values
Our Mission: Airbnb exists to create a world so that anyone can belong anywhere.

4. Our Support Past
Finding self-help & personal help
Dozens of group emails or even worse
an individual’s email address
Finding content is difficult and dispersed in
Box, Drive, Wikis, etc
Inconsistent formatting reduces content effectiveness
No centralized place to get real-time status
or make updates

5. JIRA SERVICE DESK became LATITUDE
BEFORE
DURING
AFTER
and
REPORTING
ROI & NUMBERS

6. BEFORE

7. DISCOVERY
Communicate,
communicate and
communicate
COMMUNICATION
Identified who are your
stakeholders, power
stakeholders and VIP
stakeholders
STAKEHOLDERS
Define the
Service Catalog
KNOWLEDGE BASE
Document the business
requirements
BUSINESS NEEDS
Organize your JIRA
Service Desk project
data
ORGANIZE
Define a Strategy
for your content plan
PLAN

8. Ex: Project Plan
Champion The Mission
VISIBILITY
4 Business Units
6 weeks
Building
On boarding

9. JSD Project Data
Champion The Mission
• Project Members & Roles
• Service Categorization
• Knowledge Articles
• Queues
• Portal Requests
• Workflows
• Automation
• Reporting
• User Acceptance Testing
Your contract

10. And More…
Embrace The Adventure
CATEGORY
TOPIC
ITEMS
&
APPROVAL
JIRA Dashboards
JSD OOB Reporting
Integration with external
reporting tools
REPORTINGLDAP
INTEGRATION Actions for JSD
Extension for JSD
Queues Management
LDAP
Automation
ADD-ONS
Agents
Power Users
end Users
TRAINING(s)

11. Service Catalog
Champion The Mission
REFINE
Keep the customer-facing
items
NAME
Name items as services
GROUP
Logically categorize your
services
DEFINE
List all the things you do
Governance
Federated
Search
Taxonomy
Labeling
User
Experience
Self Help
Personal Help

12. Workflow(s)
Champion The Mission
Unify
Simple

13. DURING

14. BUILD
Communicate,
communicate and
communicate
COMMUNICATION
Define and build all add
hoc reporting
REPORTING
Define and create all
workflows for all issue
types
WORKFLOWS
Create Confluence
space and content
KNOWLEDGE BASES
Define and build all
automation according
to the business
requirements
AUTOMATION
Define and build all
services requests
according to the
business requirements
SERVICE REQUESTS

15. Sprint Process
Champion The Mission
4 Business Units
6 weeks
Building
On boarding

16. JSD new UI
Be a Host
www.yourcompanyname.com
Airbnb Listings - Each JSD project
has its own custom banner
Custom Layout - The Welcome
message and News section are in
custom split layout
Search Bar - Outline color darkened
for emphasis and position moved to be
more centrally located on the page

17. Self Help Content
Be a Host
Consistent Formatting - Templates for FAQs, Overviews
and Guides keep answers clear and simple to read
Relevant Content - Answers to popular questions using
KCS support methodology
Fast Creation - Content can be created faster with
template guidance.
www.yourcompanyname
K.I.S

18. Self Help Content
Be a Host

19. Close the loop support
Be a Host
www.yourcompanyname.com
Positive user experience will build your
brand and drive adoption
Anticipate your customer’s needs before
they need them
Reduce frustration by offering to get
users to the help they need.
Every step of the way

20. Nested queues
Be a Host
Organize Work - Establish queues to view different
request types, locations, status and more
Track SLAs - Manage request Response and
Resolution times to provide timely responses.
Automation - Assign tickets based upon the
request type, notify specific users about Critical
issues
From email folders to LATITUDE

21. TypeForm
Embrace The Adventure

22. AFTER

23. Market your product
Be a Cereal Entrepreneur
If no one knows
They will never use it
Digital Signage

24. POWERFUL
TRANSPARENT
COMPREHENSIVE
PROCESS ORIENTED
EFFECIENT
INTUITIVE
PROACTIVE
ORGANIZED
JIRA Project
Be a Cereal Entrepreneur

25. Reporting

26. Reporting
Embrace The Adventure
If you can’t measure it, you can’t improve it.
-Peter Drucker
Just because you can measure it, doesn’t mean you should.
-Chris Arrington

27. Reporting
Embrace The Adventure
0
1.3
2.5
3.8
5
United States Canada Australia China Brazil
3.6
2.933
4.1
What are your goals?
Are the metrics actionable?
Are they customer focused?

28. Reporting GIGO
Embrace The Adventure
Acknowledge - Transitions Status from Open to In
Progress, Self-Assigns the ticket - fulfilling the
Response SLA
Categorization - 3 tiers provide additional level of
detail needed to match to our service catalog for IT.
Demographic Data - Additional data needed to gain
insights into support opportunities by organization,
location, employee type and new hires

29. Reporting KISS
Embrace The Adventure
Core Metrics
• Response SLA
• Response SLA
• Top Requests
• Ping Pong Tickets
• First Call Resolution
• Customer Satisfaction
• New Hire Tickets
New Hire Tickets
• Educate
• Automate
• Eliminate

30. ROI & NUMBERS

31. Thanks Mike! I have had a good look through the new platform and its great.
Can I just add my 5 unbiased stars.
Woohoo! Looks pretty snazzy! :)
This is baller AF. Congrats!
It's clean, easy to use and polished.
Wow! Way to go, Chris. A huge project, and it looks fantastic

32. 4.9
CSAT

34. Questions