Engineering the Resolution Center to Drive Success at Airbnb
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Video and slides synchronized, mp3 and slide download available at URL http://bit.ly/1zMzSNG. Alvin Sng discusses the important engineering aspects of the Resolution Center’s development. Filmed at qconsf.com. Alvin Sng is a software engineer at Airbnb on the Internal Products team.
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Engineering the Resolution Center to Drive Success at Airbnb
- 1. Engineering the Resolution Center QCon San Francisco November 4, 2014 Alvin Sng, Software Engineer @alvinsng alvinsng.com linkedin.com/in/alvinsng
- 2. InfoQ.com: News & Community Site • 750,000 unique visitors/month • Published in 4 languages (English, Chinese, Japanese and Brazilian Portuguese) • Post content from our QCon conferences • News 15-20 / week • Articles 3-4 / week • Presentations (videos) 12-15 / week • Interviews 2-3 / week • Books 1 / month Watch the video with slide synchronization on InfoQ.com! http://www.infoq.com/presentations /airbnb-resolution-center
- 3. Purpose of QCon - to empower software development by facilitating the spread of knowledge and innovation Strategy - practitioner-driven conference designed for YOU: influencers of change and innovation in your teams - speakers and topics driving the evolution and innovation - connecting and catalyzing the influencers and innovators Highlights - attended by more than 12,000 delegates since 2007 - held in 9 cities worldwide Presented at QCon San Francisco www.qconsf.com
- 4. Software Engineer at Airbnb since Feb ’14 Previously at Facebook building platform products Currently on Internal Products Team Alvin Sng
- 5. Internal Products ____________________________ Help Center Customer Service Tool Photography Tools Admin Dashboards Resolution Center
- 6. Working directly with customers Fast development cycle Full stack engineers Technology freedom Internal Products
- 7. Success 1 Success 2 Success 3 1 History & Background Better Data Complex UI Automation Overview
- 10. Number of guests on Airbnb 0 2500000 5000000 7500000 10000000 2009 2010 2011 2012 2013
- 12. “The most successful businesses have an idea for the future that's very different from the present.” Peter Thiel
- 14. Challenges • Increases in ticket volume • Greater UI complexity and requirements • Little useful data collected • Slow response times from Airbnb
- 15. Final product
- 17. Landing Page
- 19. Thread page
- 20. Product Success
- 21. Success 1: Better Data
- 24. Damage Reason Average case amount Types of cases rejected Inaccurate amenities Cleanliness issues Better Data
- 25. More data -> More opportunity ____________________________ Where are the most common locations with inaccurate amenities? What are the most common expensive items damaged in a listing? What types of cases have higher rates of escalation?
- 26. Success 2: Complex UI
- 29. Thread page
- 30. Currency conversion Tooltip helpers Amount validation Decimal parsing <AmountInput onUpdate={this.onUpdateAmount} amount={this.get('amount')} currency={this.get('currency')} />
- 31. Thread page
- 34. Guest Host A I Offer $10 I Accept! Auto Transfer Airbnb Transfer
- 37. Reduced costs Removes human error Saves customer time Instant resolution Automated payments
- 38. Accepted Cases: Before & After Manual Auto Semi Auto Manual
- 39. By automating resolution payments, we were able to reduce our global ticket volume by 2.5%, saving Airbnb resources and eliminating customer wait time.
- 40. Next steps
- 42. Provides insight into next opportunity Reusable & modular components speeds development Further drives growth Better Data Complex UI Automation
- 44. Watch the video with slide synchronization on InfoQ.com! http://www.infoq.com/presentations/airbnb- resolution-center