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Billing sample for Product quality

alright hey guys I'm Jamie's not the JB but totally for teachers I had good thanks so much for coming out man thank you for school for hosting me on this audience is way way bigger than I thought it would be to go and hopefully doesn't do for you guys so I'm gonna go ahead and get started and that's a picture version of me so correctly I'm Acharya Airbnb and I won't have to supply whole business so I work basically with our hosts in the homes our platform and ideal product for downstairs so first of all what now get the product a thank you prepare OPM and what they do to avoid apocalypse or so I was most abused at the end I managed them and also or to develop or in addition to a large team of engineer designer of data palaces of product marketers and operation course actually airship Prada and then drives business bold so then little letters and science ampere and also maybe book to relieve a panic I despise got a minute on how actually got here I graduated from Yale retrieve a comic I'm working on technical background I worked in consulting on a worked in accounting and presently the whole thing and I got oh I'm used to the area to work with pocket jacks which is a mobile gaming company I prepare I go to Dropbox where I work on the developer API I really want to work on a very different color you're mentioned how to technical background and then I work to the piano launch incentives collaboration tool - Bravo and then about two years ago I used to air busy where I worked on a couple connecting all the way from growth to engagement to the mobile app and then now I'm really focused on supply quality which is what I'm talking about today is that the NSA penny Q&A so feel free to ask questions run you know how to transition from reporting to products have you p.m. you don't have a proper yes I'm happy to answer any other questions let's actually get on to the topic of today's top which is open marketplace of the margaritas versus man's reply so traditionally Airbnb has been and forbidden Honda boys which is anyone who really just post their ball now as we grow you know million customers and gas are traveling on Airbnb it's really important for thinking about the slide we're going super mainstream and so the people who are traveling now in our communities aren't the same or the adopters who are you know okay with naming a little bit for video or like to try get in we're actually dealing with people who are used to you some help and so maintaining in terms marble of standards and and level saltiness is increasing and foreign and so that is wireless me for thinking about how to actually yes create pieces of open collar for managed to buy but yet so animated pinning a parity which is a completely open-hearted way and so there's our jargon I think really to boil it down it really is all about qualities so how do we actually deliver a high quality experience for our guests don't have integrity and so it's a concentrating air can be and that love-crazed blows and not be able to around and it demonstrates for just a lot of companies which is first let's make sure that you are building a product that your users love and then strong that you will get Brooklyn and so from this principle it is really impressive company to specific qualities IRA so to the press well I won't actually break the problem down which is like holding the very big concept right big rope and it was very easy but people understand located on a funnel about and maybe sure that I'm getting people through the funnel I have the MDA use I have subscriber events people paying for my product the little quality and so let's actually walk through that that's what so what is wrong after we define uploaded every connection sir how do we measure it and know that we're doing the right thing and then finally how do we improve it which bad guess is good where's actually I we're back with what we have built so let's go inside what is rolling why can't have more quality of seafood on video Jordan what is lost Ferris prana quality air BP call quality is really just making sure that your thought your product is pretty fun it is a rightful user expand easy to use several sorts where equality which is true for a lot of companies out there where it's the quality of the customer support that you're providing and making sure your acceleration really short make sure people feel like it's a closed model is what comes to mind is like about the example like people feel really well advise and support the big s for the company and then finally what to expect every V this concept of trip quality so so what is 424 talk about so trip quality is when the reality of the home and the hospitality that you're getting from their host it's actually basically greater than decks efficiencies have gone into it so if it's greater than you're happy and if not then you're unhappy so really focus on the distribution which I think a lot of people know happiness good plans your reality is greater than your vacation so when you're trying to say something okay a one-year project and so that'll be paper folding which is our testing satisfied are they getting something that they are delighted by surprise writing so it's fundamentally happy with when it comes to the excitation okay so now what about how we actually measure assess quality so trip only for everybody is really neat because of the nature of a product there is an online piece and there's also an offline piece so the online is Tripoli actually pretty good measure because we are evolved into tracking things so for example we can track how completed a host response to again we can track out how many cancellations there are how many rejections around all those things we can we practice in your experience and trip quality and therefore you know we minimize that at the track whatever is the offline quality so you know they're willing to law you know your experience once you enter the home where the interactions have in person and similarly the best thing you have a day I think a lot of service abuses in this concept of a review system the rating the problem with ratings though especially on in a marketplace where they're essentially social pressure and to be nice because you're just paying some hope we might be like well fellas a two-star place social pressures accentuate and sweep the readings for your game or letter get it and so when we really done the team we saw about I think about this problem so I waited for all just make sure we're getting Adam any reviews as possible because let me know how does reviews we know how clips are doing but also how do we get that data through other needs and so yes Missouri system be simplified it encourages really about that number of the 75 per pound which is actually is really high and then your other names such as complete actually analyzed the conversations between the host and the guest to see the sentiment and she's got a positive exchange so I actually look at a siesta gift the drivers have Dex meeting customer support are going tickets they're on the indicators and negative spin habit and you see with all serving people is very very cool thinking about execution here to actually learn more what were your expectations with first place for you came in and then you can say you know warrior expectations met I'm serving on the floor trip after trip is something really important amateurs doing and then finally in the review system itself instead of just asking for start blowing up with more detail so Canadian force are pretty dangerous place actually exceeds me or did not need repetition and that those cuts give us a lot more information on what actually happens okay great so now generally what quality is to our eternity we don't know how to measure it and so finally it would how we actually improve it so let's go back to our occlusion which is to following reality violent expectations here are some of the things that we can do actually make this equations have a priority on the reality side we can actually enforce standards so standard on the platform in terms of what it needs to be a good host what it means to be a good home and like what actually exists on platform we can improve hosting hosting national parks and so what I'm going to do to make that easier to make exchange better can actually increase the experiences as well that can make that better for you and then on the guests expectation size setting accurate guests expectations through these booking flow through the circle just make sure that you're actually finding something that's the right match for what you're looking for and so I need to go and talk about duties on the standard suspense and then also improve it work so it was a standard system so what into standard system like I said it's really important as we're thinking about quality and living it on a corporate market place caches are enforcing standards and managing and more activists so that we have what we believe our amazing hosts are platforms we're giving great death experiences and so what we did is we built intended and we also moved from a really static discipline so much more than the other one so a year ago our system essentially was suicide and would just reach to send people based on a threshold if your CrossFit you're suspended we didn't cross it in your life and right now there's a lot more complexity here the eliminate Ohio and France for example the reviews actually you know much lower than the global average we learn things like yeah it's only to improving it is an active spare it just happens you know a single threshold that people are robbers below like see how they're trending is we would important our grouping like in a surprising strange barking it somebody to find me a place to stay even fit me is a four sensors because of the five star necklace that is really good for the yes and so all of these variables are we started to understand and leave in two or six one and it get much more dynamic and just better for both of us and so again and the point when a router lamp is done is always starting with your principal so what you actually believe your sister but we want it here too when you're building your system online you can actually go sit down with slippery slopes of a black box that is super like machine learning active I've met others amazing stuff but that is really not understandable to users and so we really went up which is the science of principles behind our system and so we wanted to make sure that it will be for example to our folks especially because we're community and it's really important that they understand what is happening to them we wanted to make sure that we had a hydric confidence we have people that we were taking accusative because you know so our homes to preserve vital public business their business and then finally and he believed those were important to how to pass remediation for all the actions of easily needed improvement and so that means the end to the seventies which is how we actually improve posting so there's Fergus to Dondre here who's very simple giving people the tools as well as the education to be able to be great hosts and need to actually come pan and ham and exactly it's real important you can't just have education I think it's really hard for people to just leave something and take it in and change it also kind of gives I'm told so that it's easier for them to do something so it gives you one example we look at the trip issues that are most associated just want trip and cleanse and check in are some of the videos trip issues for check-ins you actually really use technology to solve that problem because if you imagine a world where supposes creating guys yes that guy's just delivered to digest via mobile app it gets in cash with offline Knesset passed up that we're traveling but when enhancers blows through it and I say okay you know this is relevant factors this is exactly the code it also so download that PDF extra back to downward over Wi-Fi before Wi-Fi was lost all the things that are just part of the travels gran so we think about you know what are the problems today we can use technology actually solve and there is constantly asking approach to change the behavior of groups and so these are things that were working on just really understanding the tech issues thinking about can we solve it with technology and tools and it also gives people the information and the education to do you see better so that about summarizes a lot of what we're thinking about and everybody in terms of quality um and so I'm happy all that efficient hi I'm Nikki Joshua very interesting have a quick question so mentioned that there's three standards by the way come to Oregon against other vendors defenders in the system was understandable hyper competence in the passive energy you know like out Pacific is very addictive losses so is engineering fast lane from data perspective how to decide a door like these after sorts of discussions of yes no no I'm and this is applied in excellent combination is really important because it needs is really important understand what are we optimizing for and I can actually build a success and also the model behind it to do it optimize that day so but we really care about if we define something called for home experiences so everything from a one to two search assistance researchers that we analyzing or like this is pretty bad and we classify them as I got home it connected we quantified CX the trip across the Exodus I've learned that our about consensus and so what a day respectively did is we actually thought about okay how do we need emploice and thresholds that would then minimize when you remodel this out minimize the network back or hope or portal home experiences that we have a lot platform so absolutely there's definitely a few shapes on there and the way we think about it is like several metrics smartness system should really minimizer editor model out and then push it a promise because actually doing that [Music] thank you very much I wondered to you when you start using the lot of a quadratic community and that's something you wanna you know maintain and I wonder if when you scale up how do we make sure that done all of it still in the host mind and they're still sharing them up with their guests how do many objectively like bachelors or even deliver that message to the whole very important burgundy and something that we think a lot about is actually a very clear answer and make it something that where you can see me standing here for time because while a person measure on a community or something like is something you should be able to hand all the time so it's not like you find an answer to an image you do it they're done right so as many changes as your community grows and so what I can say to answer your question so far we did Madison community definitely not just as hope but actually post and again so all the products that we build on how do I design so how do you make sure that are posted yes together are experiencing community and creating communities arm in a way that we are facilitators but not necessary for castrating all the time specifically for hope we think about how can we get them to help each other and so we think about what are the tool what we can do is whether it's again online or offline on that guess to connect with each other semental childer and just really fostered the sense of hey we're all in this together and one hold each other and then for the young I think that a lot of it on geography last year announced trip and a trip the whole concept is what Brahman the constable travels is not just the whole in stayin with all the experiences that come with they tell us right and so of course that I'm actually into a community center right it's like we want you to be experiencing these places with the in terms of really understand that community role and I really want to do it again performing any deaf community where all the Jets that are traveling together on a trip so if it was a hard question to answer but really something we think about a lot and as you get more in touch through our product and always the way we do I am trying to question about the thresholds so I was curious and you said that you have specific threshold that was determined that determine whether the house would be able to continue the list on Airbnb does that vary by market and do some of the restrictions associated with that as you enter a new market yes you registering for small does it vary the market and we did actually build market standards especially this tool for operation scheme to experiment on you want to give them guidelines for larger believer operation teams really understand their market and so so the answer is yes to the market specific one does it to be loosen it to romance early market first 20 digits on when you think about enter a new market yes you want to tighten them better because we want to make sure that the image wearing is deprived and come on here is super compelling and so we actually when we go to the market we have to typically want to make sure that we have a very high quality form and so we may actually go higher than global net I had a question about and as a question about the remediation part so as you scale how do you actually manage rumination we have to think you do a lot of people to get back with it I think that just having a gallon something about that person yes a big piece is why we work on how it may be because the opportunity for us to create scale because you can take on it as done operationally manually and that's the extra product text yeah and so the radiation part is definitely taking the Leonsis codex which many parts element which is what did we learn through coaching mentoring that is actually worked in what kind of content Allen brothers role blogs or not how do you put that into the product so one of those for example goes into the back or the back page see that content we can read it consume it and it's always accessible as opposed to just via an offline event so definitely I we think about remediation that way and we actually make sure that the product is really delivering that education our content on the other thing is we want to show remediation is specific to the issue that is happening so you know if you have a specific issue that we're loving to finish the remediation and you're in very targeted so if you have a check-in issues with make sure you're back on track and I its entire about the doctor check an issue actually let's go inspect further he would ask you to whether it's a lock box in order to make sure that those problems don't happen all the way down to removal if this is just something that is lasting I had the question on that higher education which I attended yes this is wearing a Walkman for murder brighter what good quality how emotion and we're reviewing because there were exactly essentially future memorization right it was really dependent on what we're trying to accomplish and so for Austria to first understand okay let's say that we are really on the hips appear on making sure that you're no vector and every advantage and the way we prioritize the futures is we believe the future that we should be first are the low in proximity to do for the highest amount of impact [Music] as you move it to more managed services how how do you reduce audience and customer segmentation because they're very different travelers without imagining as you get from your early adopters willing to do anything person sees more hotel traveler I do how does there be any big buff a temptation yeah a motion no education in my mind we understanding anything expect something from my village where the conference will two-way doors in one-way doors and our logo you are something that you go through in my head it's really hard for me to go back and make a change one has made to interchange exactement and the vegetation is where the paper you would want to get right when you do it and so I we definitely think about it but we want to make sure that performing for a label an entire community before we start metal really branding people saying you're good for this you're not the student every move easily understand all the teachers so big about it and you're definitely right the business match it is to happen to the guests and the listing and the host right you know it because Stanford's really works good you mentioned that you so changed from static and dynamic center means that there's more handless audience you have to actually look at it on a case-by-case basis versus its balance you know so in both cases it would be through the product and automated lemon veges a ten-month-old you're essentially just looking at a couple of style terrible our the dynamic line that 50-some actually takes in a bunch of other variables and uses all of equity decisions that is what his informant for regardless of what version pac is out there is an annual routine at the end in which case you go to that review and then that you that review will find their profit and inside the system so regardless data or is it dynamic on board and say hey we are going to find these hosts so two types of behaviors can someone actually even have a market policy pressures look through and says okay that feels moist air and I've done a feel fair so even raises you web panel review process I work for a company that grown very rapidly Nina past two years and recently we've become a very sort of enterprise and self driven episodes to production and absolute value dealer experience does wandering options do we have calculate the important undelicious in our company to focus and measure more on user experience and I guess in your case that immediate have does very good culture that you just go in and value about user experience and measuring this or anything p.m. team actively use convince the leadership to start carrying and fortune opposition thank you yeah good question so I think that adds p.m. that really is our job to be this message granted to be the people who are really helping bridge communication team it's better when they're at that and so enjoy your product in a market economy you're divided into marriage or like hey we see a a really big gap between what we think is a really great experience for the directions right now and then you see the Philippines and that get back together more more more right like spending it's your job as with p.m. to really figure out here what is like why what is the reason that that's happening and why is it that we were building that product or the last 15 year-olds awkward on the drip drip and why is there example just a shame on another person I think often it is going to spectate because I really dated on I think a lot of solutions can actually get you get responding resourceful throw in my mind specifically for a good users in I think you making short-term gain by dress dilemma very quickly and housewarmings we're in there is a lose that in the long term right because people are going to use your honor and you like intimately work really am done running speeds problem or icon competitor and they active all user experience because they're for my picture with them and so everyone is are kind of days that all your and I'm just really can be and should be a lot and so the role the fans really figure out how do we how do we community in a way that parties understand somebody said my panic is an organism what's the kind extreme type of situation and if you can speak to sweet more to the manage supply as opposed to the open marketplace piece for the car and see like what others particularly didn't swear like there isn't too much supply into regular supply and like how I was yes I want to say that every year and too much supply in offices I think that if you like each other supplies are kind of sauce lettuce Brooklyn right because I was multiplying vocable defined under type here number columns they have a platform and so we do a lot of work understand can in a given market what is was it different and then given that or what kind of supplies for occupancy what kind of types of rooms etc do we need order for throwback so from events are usually been doing is used in perspective what how to make sure that people understand what it needs to be as or it could be a good hormone for having managed after that the host communities respond to it and over-deliver and harmful network spending and I have a fully insured boiler I'm 20 sometimes ravines and sanitization get prioritized above quality of meditation is so easy to measure and quality can be a real struggle to measure and I was really impressed by all those details ecology measures you had so I'm wondering if you could speak to how you came up with those with the prophesies in place to collect that data and that process for how we could do that in our own company yeah and the day you write it exactly in fact here's everyone's like every month if you're different right and so I'm quoting there while it is very ambiguous and important we had to redo that - um is really hard to business because if you have if you did your dance or strengthen your bad experiences once all the price you're actually not every book right there's no dollar value system people get and then higher co-pays business make sure the component shake always understanding how we're working out hard to visit but in addition to that it's providing people with a way to actually refer skin what we need let me take some paintings spare and reduce eye quality and so what we did is really broke it down into the sweet different bucket for triple XL kubernetes will say okay endorsement coast of the trip but rather he started her for their online offline and then use all of that determine on the relationship between those variables and metrics to fix my solution which is what you know that's get better better [Music] I so had that veterans in their phenomenal trips what are you often waiting for are you optimizing for her for lowering the amount of bedrooms or optimizing for things that have you know five-star ratings and users blood all over the place yeah that there are two levels of optimized genders are putting a model to my report and the company will bring up my order Stefan I'm using my something like a promoting actress producer we're trying to make sure that we minimize you know whenever experiences of what we came to that is definitely we're optimizing for making sure that we don't have those bad experiences as only level honestly dancer dispenser really care levels and quite honestly equally because it is really bad for grants honestly if they're a bad trip at the same time the reason why people log every week that you can be provide that special something special they may not always get through a hotel and so has something that is a really nice dinner and having a lose weight but impossible on top I do not certain three-part question if it's okay so spackling among all the surveys on the cross all year not supplied how do you manage the cat collected appropriate island volume and statistically significant and so forth and then you mentioned about living in understand what can give an example of how you make the result of the model of the chivor analysis as happiness for example understandable it's like a checklist so the owners the decision tree and finally found that loved the dollars linkage like you have a transfer function of T has development is like a solid integer sorry I know they're always there for me to draw with sample size I mean that socket interesting a huge Idol yes I haven't run into ten a sample performance because if you have a lot of transactions me but the problem is I think air can be more than companies icing birds that are we don't have examiner frequency auto arm because you did what travel we do it a couple times a year which is like my favorite reading cat right let that happen potentially everyday and so we do think about sample files to add an in volume but specifically for us to be able to collect it over four different homes I think we do typically get enough to be able to pin it okay you know how to seize amount of reviews to have enough confidence this person a consensus over my expenses or that they're whipped up intervention big country so is a revolving question we are developing action from someone and we don't have a front end to feel confident and I think I was part of the principles represent question you had was around understand it so I think what we plan for example what I really mean is you can't just be going about your hosting business and I wonder if you get any marks like hey you know well we don't get it so my part machine is I become a little decided that you are probably going to be producing mattress my passions are more from reduce your experience disgusting eventual understandable noises hey here's a clear action and that action was not great because for example some of exterior a miracle example view and a stipend sting device with heavy balls with Lobby screen or whatever it is and and having that be given to the host and so they did read it went oh oh oh I attended issues that was there let it go do something about it Russell is another example and then the last question you have Darla's linkage [Music] ah oui mes medium it registrated read ruffling their own for a one two three or four therapies result in and some disease okay and it's true for me and so we have that [Music] and you [Music] none of this is really just activity has the rain countries' it's fashion eventually very different and so what's interesting to say about where packages and functions is going to care as looks very children knows about and so for designer often care most about it is what users here it is going to be exclusive experience a lot of sensible order system really sensing that which is we can't over in our conscious data impact for example we're not going to make it so that is is Peter and someone's go through it and you want well Tony gets to competition and so timing to the designer it's really fun to enter on the actual experience at Sandra's openers and why we're we're welding can be a positive experience talking to you this is going to be a lot about impact right which is you know what actually will happen if we go to system and therefore um you know have a better handle on our community vector and therefore happening on your gauge the cutter cutter exact no really it makes it and how to sort a and he's about a hero and interesting for some values after nightmare a lot of times is the system is okay so how can you build a system like and then extend to taking action or anything we could take action on things on life ratings events of the future to take action on these potentially second straight and all the other day and since we're thinking about what that particular person given just kind of what they representing that function their own personality would rather care about blood supply [Music] hi so the presentation was great about quality experiences but I'm guessing that I can clicked a lot of experiences the information in your chain with their customers so the quality they can you talk a little bit about any specific opportunity made whether you move to manage supply to how to be managed and curate make sure the data that major merchants are supplying is inaccurate so yeah the hosts are supposed to make sure that their other expectations go into the literature in front of that Leon letting us know how they're doing and we've been data-informed how's that and then they did take that data to say okay these are things I need to do differently so from that angle we are is definitely data to make sure that our hope has what they need the information they need to do the right thing I think there's another piece in there I think maybe actually you're also talking about how do you make sure that we're talking about is able to make decisions I'm not sure if that's possible the customer sign decision so if even engage against this place has Wi-Fi the Dozen [Music] yeah so that's that's a great point so make sure that we are this is nothing wrong with sending expectation C which is how do you make sure that we are servicing the right data so that organic say okay you're saying how do you think that I need therefore what to do yes so remember you to country context relies on the host of a list of safe we actually talk a lot of data from them and then manage your listing over time it's really in front of the big hey our our guests are looking and searching for things like Wi-Fi we're looking in this is like Tom rose lifting a hot tub and these are the things that we think you should be getting and that also making sure that Europe will be horrible lifting detailed fish Asia has the big picture of your home like all that vaccines have everything I'm just accurate and intrude right and I want to be able injected watch changes so we do a lot of work on both sides to make sure we're collecting all the data from the coast we're catching very motivated individuals I want to emerge enjoy my placements as best I can and sell because incentives are aligned they're actually playing continent video isn't super hard and we just need to figure out blending services to my business for rules on the listen detail page to extend like Andrea quickly have about expectations to go into a newly finished Cayman you just became a super motion for like five more stars in the run and i was like find our entire quit mightily not the document in Atlanta didn't I'm actually curious about so I've been working on including creating very very aggressive hi sorry and as you mentioned something about the rating like getting unbiased to it yet and I'm also against the whole time here as well and the experience that interaction with the host is fitting so so this series is the things that you've learned over the last couple of years what's influencing and how do you provide an experience that minimizes the bias that the host might have the interaction is again such that again is an authentic style ring but the first part of my question is for to be learned we've gotten to minimize device and then second he said and one way the 25% of our not what we do and so what are you hiding in that 25% imma kisses International local fitness marketplace and about 50% of our the people will include services don't great generally those are the top one where tickets are coming in different different ways not in the review flow to fire question yeah so um yeah so first what we do to minimize it by right from the reading and so we're doing a lot of experimentation so we're gonna clearly have different labels for they started they were but something like five stars is fantastic and of course are great and you're like I don't know like what's really the difference in that house would be great and so there's a lot of work ashes of absolutely clear that points to changes between these boards and so the first time is already close okay that character but it's a lot fairer and better distribution terms of the language really and we also are working through reactions want to be discharged yes you wanna lose with words we want you a firmer model response down so these are all things that we think about as a political team in general think about what is the facts we're supposed to be going I'm not scared and that's a big question which is we need to do another 25% of interviews oh yeah that was really impressed one huge challenge of last year and a lot of guys not know in terms of looking at other information not just the review whether it's the interaction to ticket surveying people Alfaro out of committee and spurring and so for example and you'll see people are very consistent interviews and also make don't leave review sometimes because they feel uncomfortable saying something negative versus someone is pretty spotty and they only will review that are you something else they're looking at all those patterns beginning of the server aliens were passing [Music] hi so I carry about you know your supply at scale who either operational requirements of also scaled kind of supports everything that hosts we are two coasts so I got a question is like how do you guys balance automating some of that versus have just thrown more people added yeah so on I people have talked about for three my head feels the school with a product design and I really need that a certain way to component to that it's a fourth place and what I will look to do an awesome first starting with something more manual for operational and then if you don't resilience disposal never seen a bill to comment or I don't know what Howard record it's always have you figure it out in more manual way and what you can do is then from that you can build a great products actually armies are pieces of looting are [Music] hi it was going to hear little about how you seminal threshold for quality after you have had some interaction with a host I'm curious what you and begin when you have had interaction with us to ensure that state media millibar and pretend revisited the greatest of their to have a really bad first or second experience definitely through on Morning Edition that's super important making sure that people understand at their own pace what is expected of them I do think it is true though like you need a couple of drug at the end question you a couple other offenses with before you can actually major value judgment on what someone is going to be a complete summer performer or someone you know can change to learn radiation and so we will have two ways first three levels of signal in order to make a better decision but I think I've said it once officers themselves but over goes a long way [Music] right and coordination with moms like you're supposed to [Music] yes one thing we do every year is make sure the we are forecasting addresses you can what we think is been happening since pants nine houses the department when we spent a lot of time working closely with Jesper 21 entertain public marketplace team and a marketing team is actually really thoughtful of this demand supply banana balance because they're working a lot of conversion experiments would be a big drive tonight [Music] thank you so much very top it was super thankful for me of my question washable hoses are approval - graduated from colleges from one in Caesarea was built in my undergraduate degree at UC Berkeley and 2097 economics degree at Yale University as their go-to consultant there was a motor director he went into where of the preserves and types of in addition ares i we decided to do something like product management and the to experience about how you went from a non-standard me to a very technical position and if you were to look back would you have ever done and I would read such as computer science without your engineering but they were cited for granted more versions there's an awful shock you desire nature I should have reserved my first of all has entire transition from working heavy things building very busy now product into product and so for me I wasn't something I really interesting is that this one Purcell in attracted iconic or Dollywood finding and it was actually building and so I made a decision to really move into product from the voltage because that they might actually part of the building process and what I did is I actually went the company where I actually leveraged my analytical and be constant so at work mobile gaming and economics tell me about is another about but is super day to do it it's socially sociable beginning where you're building for these people [Music] for meeting with my huge my basic data background to be able to understand the economic but in an enormous elearn you know what what is I was by psychology and like like Billy meant like oh my god anytime you in the game because you didn't stove everybody had but then I was doing in a way work with it often learn some let's go they didn't so for example campus I never knew anything about that before Papa John's and so that was essentially how much ambition wrote the desire going to be building for supervising and then your question is how to measure so I want to yell and I am actually super happy I majored in economics it was I don't have a conversation but eventually I was worried I wouldn't reason about because I did are the connection that we all have with China the opportunities that we have to permeate our pantry was really interesting energy economics especially in different Asian countries and I just felt like the right thing to do based on my interests at the time and always based on the resources that the school had I'm in a way that it wasn't quite truthful scooter crying and so I think it really depends on the school it depends on your I personally was ever demanding just with hope it is what is demanded of kids I do think you can move but again like that was really personal in a question I think it depends on a lot of different variables [Music] do you have another experiment to improve quality at any fun tonight yeah definitely many many if I don't go the way we think they wrote about Isis all a permutation right I do think you should always be prepared to say hey we're happy on five things and a lot of work so the other thing that didn't go actually we want to really bitter it our way to the standing suspect that it's actually hard and that we're still building so we thought that we could do something like threshold and have it be really understandable how it really be comprehensive kind of impact and as we build it we're having so much more opportunity to go deeper and make it richer um I didn't already do something I'll just that deafness petition whether it was calling out for in calories or repeated people names whether it was about parody negative reviews at potentially having a higher impact on our environment or were like maybe we don't know I do that he'll roll that back and so there are a lot of experiments I think on a for pencil try and get services management team and I did family without they were able to get back for schools back he'd be in here you should lie out I got back to early days Darby didn't 25 on our space is defined during our star metric on hypothesizing 24 me today the Y is you are not booking that those who would say what I actually saw get to show up other clinics of that not possible yeah purple districts are on her pocket I think had a lot of companies don't like generations before that as much as are really work for them and they can demo we need to remember it is really important that you have some confidence them and that they're tweeting to talkable their mother role and so this little bit your question like why looking over here showing majority probably any derivative is over between cooking we can't be sure until either will advise really conscious of privacy partition look at the door and anything accidentally robberies are working on what I write mentoring and really bizarre you know people we actually care about including things like flower literally something like spear shot or any other company involved they what they're doing because they'll realize there are a lot of them into action here but get three more questions and it's been here there and then I cannot thank you so much for sharing a lot of my opinion those questions what experiences did you want that make you a successful pilot manager and and what made you suspect what a feat especially at areas be against Exe me I'm in my room as OPM I'm gonna sacrifice my answer in a little bit continue forward cousin Ian really wanted to many company actually for Constance whisper I was like hey I want to training the best when it comes to that particular thing so my job I wanted to build a complete look at little shipping literally free on granny's old I drop off endpoints and I've done how to tackle my friend I really want to work on this super thankful that company were how well I've worked in America so it really makes a great house they're planning [Music] with continuous absolutely similar voiceover my that was really designed for this debacle and I think it is definitely has an application better piano if I wanted be working on activities and automatic I really appreciate in areas where your life have more exposure or hanukkah resulted event process and integrate from remarkable industry for life people who buy that role is the transition from college I see an individual contributor disputed manual exam I think it's after the live colors a lot of people who let go of what what they're doing are the truth always are very much in peace and a really interesting connection what actually got you to be like great to watch is long to get you to be enterprise because you're really focus on execution deliver and being relieved of again but if the condom use why don't I actually make sure our elevation team violations creating more narrative and it being conscious about that bill that is Android ability on it is really important I also just like to talk about money I've been you so much fruit Octavia way to give organic milk thank you for you can see how it's melted we do have we work a lot of I was wondering you know top minds if it's bleeding like that all their president find arrested [Music] wondering how much of their new product instrument bottom regulations yeah and I don't think I'd be able to bring the definitely hold all of your important I think that is very parents are busy consider our community actually working very well with these it yeah if this is your bang or second effect a lot of folks who are depending on especially they wanna support them and so we definitely think about wolf I will no super important and and you know it is offset is a subject of another question 45 our archives of resolution actually takes both let's into consideration and does in a way that you're not especially picking up with the other so let's unbox lightweight hey thanks a lot of Super HD atom content last question even semantics often Tiffany is super important at every meeting and I think if you look on the supply side part of supply is strengthening not offending there so like really like investment properties on there in the unit on the demand side some people like you said are looking for a hotel like experience and maybe not looking for about sizing experience so how do you think about authenticity within your quality metrics and how do you think about connecting guests that one enough that the experience with outside offering a funny experience exactly the comfortable how much equity greater do we understand exactly our compression to that people tend to know whatever if they want to understand our post in the home well enough to know that was where they shine and they really provide and so our knitted related questions in terms of can collecting that information our mother's group reviewed through even depends on look at a listing and be like hey you know anything looking on campuses family and if you look at attributes I didn't have that Wi-Fi Wi-Fi others have a deaf space does it actually work we also different traveler and so we are learning a lot of thinking about and talking these attitudes in this fashion correctly and then when it comes to a house of exact quality um Odyssey the new system does like it isn't like petrol that means what we do is to keep out work at one class for review actually that a little coarser we've actually met but in many ways the review adult direction to the pumping a lot more oil reserves a conservatory [Music] this is abreast of the flow and in addition to such as an active thank you too much