Greeting the Guest: A Welcome Experience for First Encounters in Smart Airbnb

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

Abstract

COVID-19 has caused disruptions in the sharing economy for both platforms and owners, and Airbnb is promoting a contactless service to protect the health of hosts and guests. Through smart technology, some hosts are beginning to support contactless services, allowing guests to check in independently and flexibly. Guests, on the other hand, expect to be greeted upon arrival, and existing contactless services rarely investigate how Airbnb can support the emotional value of a guest's sense of welcome. The purpose of this paper is to contribute to the growing body of research on how smart Airbnb expresses welcome to support the emotional value of guests. We investigate the use of multimodality ambient information displays as welcoming expression systems in the Airbnb context rather than focusing on software solutions on the mobile device itself. We conducted a three-part investigation that began with a guest experience sampling study and co-design initial impressions to support an authentic guest experience with Airbnb hosts. The findings of this study were then used in a design workshop to help us develop three different ways to welcome guests. We present qualitative findings from a subsequent study in which 14 people tried out those modalities in our Airbnb lab. Finally, we compare the initial results of various welcoming modalities and discuss implications for welcome expression design in the Airbnb context. According to our UEQ scale and thematic analysis, sound can be quickly understood but easily ignored during check-in, visuals have better attractiveness but require consideration of information overload, and physicals are the most novel but can cause a sense of loss of control and over-interpretation. Based on our findings, we present design considerations for emotional value-supportive design in smart Airbnb. Our research identifies potential issues and challenges for multimodality in smart accommodations to consider when supporting guests' emotional values, and designers can use different modalities to express emotional information in their practice.

Original languageEnglish
Title of host publicationProceedings of 10th International Symposium of Chinese CHI
Subtitle of host publicationInclusion. Resilience. New Normal, Chinese CHI 2022, Jointly with the International Workshop on Human-Engaged Computing, IWHEC 2022
PublisherAssociation for Computing Machinery, Inc
Pages270-276
Number of pages7
ISBN (Electronic)9781450398695
DOIs
Publication statusPublished - 22 Oct 2022
Event10th International Symposium of Chinese CHI, Chinese CHI 2022 - Guangzhou,China, Hybrid, Guangzhou, China
Duration: 5 Nov 20226 Nov 2022
http://chchi2022.icachi.org/index.html

Publication series

NameACM International Conference Proceeding Series

Conference

Conference10th International Symposium of Chinese CHI, Chinese CHI 2022
Country/TerritoryChina
CityHybrid, Guangzhou
Period5/11/226/11/22
Internet address

Bibliographical note

Publisher Copyright:
© 2022 Owner/Author.

Keywords

  • Airbnb
  • guest experience
  • internet of things
  • smart home
  • welcome

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