Cleaning Performance Hub — Turno × Airbnb Integration
A dedicated quality hub built within Turno, born out of a collaboration with Airbnb. It harnesses Airbnb's API to give hosts a comprehensive view of their property's cleaning performance — the most adopted feature on the platform.
A game-changer for Airbnb hosts
Turno's Quality Center is a dedicated hub born out of a collaboration with Airbnb. It harnesses Airbnb's API to give hosts a comprehensive view of their property's cleaning performance — helping them enhance cleanliness ratings while driving user growth and retention for Turno.
Core challenge: Due to the diverse range of users on Turno, we faced permission-related issues on both ends. The feature had multiple touchpoints with many existing ones — we needed a solution that fits all user types and integrates seamlessly with the current system.
6 weeks from discovery to release
Design/Product Thinking Approach across three phases: Research Goals, Design Spike, and Implementation. Contributions included Research, Design Strategy, UX/UI, and MVP creation.
Discovery phase — understanding all scenarios
Working closely with leadership, engineers, and designers using a collaborative design thinking approach, our discovery phase aimed at gaining a holistic understanding of users, identifying their needs and pain points, and leveraging existing data to uncover patterns in real-world usage.
Discovery outcome: This process facilitated rapid ideation aligned with Lean Startup methodology, allowing us to quickly validate assumptions and iterate. It was clear we required a tool capable of identifying issues and providing actionable steps for users.
User research — quantifying the problem
Research surfaced three critical pain points that validated the need for a centralized quality hub.
Diving into the Airbnb API
A key part of my role as Integrations Lead was exploring Airbnb's available APIs to identify what data we could leverage and what features it could unlock for hosts. I mapped three API surfaces: Reviews, Notifications, and Listings.
Strategy — elevating experiences by empowering hosts
The core aim: empower hosts with enhanced visibility and control over their property management. By integrating with Turno's features, hosts can optimize their property maintenance processes.
- User Adoption Shift — % transitioning from iCal to API integration
- Project Completion Rates — track completed projects via Quality Center
- User Reviews and NPS — gauge satisfaction and loyalty impact
- Web app desktop and responsive design for MVP (broad accessibility)
- Mobile integration scoped for V2, aligned with user needs and capabilities
- Permission architecture across diverse user types on Turno
Solution architecture — from scattered data to a dedicated hub
Transitioning from the absence of a centralized tool to a dedicated Quality Center hub. I designed the IA to surface four key dimensions: Overview, Cleaners, Properties, and Reviews.
Design system definition
After numerous discussions and brainstorming sessions, we created a unified and improved design system. This system brings together complex components and rich interactions to provide a cohesive experience. To ensure consistency and sustainability, we understood the importance of creating comprehensive documentation.
The Quality Center — shipped UI
The final product gives hosts a multi-dimensional view of their cleaning performance — across their overall rating, individual cleaners, properties, and guest reviews. All surfaced from Airbnb's API in real time.
Metrics milestone — exceeding every expectation
The Quality Center surpassed all three success metrics defined at the start of the project — a testament to the research-led, JTBD-grounded approach from W1 through release.
