An honest and lively discourse is essential for any creative process. Be it for the purpose of organizing, gaining knowledge or strengthening the sense of community. This exchange does not always have to be harmonious, and above all, it should not merely serve to confirm one's own views. Ideally, it creates an atmosphere of trust and respect, in which even controversial issues can be openly discussed. It creates a collective knowledge whose quality can not be matched by an archive.
The value of trusting communication is also essential for the online platform Airbnb. And for a good reason. Their product – more than any other digital product – is build on a healthy relationship of trust between its users. Their experience design department, therefore, deals a lot with the question: "How do we design for trust?". They face the complex task of familiarizing people with different cultural backgrounds and views online in such a way that they let each other live in their homes.
"People are mostly good!“. Without the belief in this corporate principle, that would probably be a hopeless undertaking. Responsible for putting this goal into action is Charlie Aufmann - career changer and Experience Design Lead at Airbnb. We talked with him about what value vulnerability has for honest feedback and why Airbnb often relies on career changers instead of academically trained staff.