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Designing Candidate Experience
J I L L R I O P E L L E , G L O B A L H E A D O F R E C R U I T I N G , A I R B N B
Airbnb began by solving a problem.
Hyper-Growth: Airbnb's Recruitment Transformation Journey -- Presentation at Talent Connect Sydney 2015
Hyper-Growth: Airbnb's Recruitment Transformation Journey -- Presentation at Talent Connect Sydney 2015
1 Million Listings
Our vision
0M
6M
12M
18M
24M
30M
2009 2010 2011 2012 2013 2014 2015
30M+January 2015
TOTAL AIRBNB GUESTS
January 20, 2012
Dear Jill,
I signed a contract for another company tonight.
I would have loved to be a part of your team but after round
about one and a half months with one interview in person,
three interviews via skype, three references and no decision
from your side, I needed to make a decision for myself.
Silvia
Hyper-Growth: Airbnb's Recruitment Transformation Journey -- Presentation at Talent Connect Sydney 2015
Hyper-Growth: Airbnb's Recruitment Transformation Journey -- Presentation at Talent Connect Sydney 2015
Designing the Experience
Hyper-Growth: Airbnb's Recruitment Transformation Journey -- Presentation at Talent Connect Sydney 2015
Hyper-Growth: Airbnb's Recruitment Transformation Journey -- Presentation at Talent Connect Sydney 2015
Hyper-Growth: Airbnb's Recruitment Transformation Journey -- Presentation at Talent Connect Sydney 2015
Hyper-Growth: Airbnb's Recruitment Transformation Journey -- Presentation at Talent Connect Sydney 2015
Hyper-Growth: Airbnb's Recruitment Transformation Journey -- Presentation at Talent Connect Sydney 2015
Define critical moments that are universal
Don’t let reality get in the way
S T O R Y B O A R D I N G
Be true to the candidate
Rejections are as important as offers
Set expectations often
Use your brand voice
U S E R I N S I G H T S
Maximize what makes you different
Bringing the Storyboard to Life
Hyper-Growth: Airbnb's Recruitment Transformation Journey -- Presentation at Talent Connect Sydney 2015
Section Break
Outcome
Candidate Survey
“I would have appreciated an email address linked to my application where I
could email the recruiting team personally … Although understandably busy,
Airbnb is a VERY hard company to track down.”
“I am really impressed that I heard back on my application
within a few days. Even though the answer was a ‘no’ this level
of attention was very much appreciated.”
“Sucks!”
C A N D I D A T E S U R V E Y
Q1 Survey
I was treated with courtesy
and respect.
93%
I had a positive interviewing
experience
83%
I have a more positive
impression of the company
having gone through their
recruiting process.
80%
Summary of Feedback
N E W H I R E S U R V E Y
Clarity Host Culture
Candidates want to know
a little more about what
they can expect in
between stages.
We do a great job of
making candidates
feel at home.
The most talked about
topic throughout the
survey! Let’s keep
highlighting all the great
things we have to offer.
“I appreciate how responsive the recruiters
are, how quick the process is, and how excited
the interviewers are about the company and
their individual roles.”
Analytics
N E W H I R E S U R V E Y
0M
6M
12M
18M
24M
30M
2009 2010 2011 2012 2013 2014 2015
30M+January 2015
TOTAL AIRBNB GUESTS
0
10000
20000
30000
40000
50000
Q1'12
Q2'12
Q3'12
Q4'12
Q1'13
Q2'13
Q3'13
Q4'13
Q1'14
Q2'14
Q3'14
Q4'14
Q1'15
50K+Q1 2015
APPLICANTS PER QUARTER

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Hyper-Growth: Airbnb's Recruitment Transformation Journey -- Presentation at Talent Connect Sydney 2015