The Airbnb Customer Experience Hub in Portland inhabits space on two floors in the historic Blagen Block building. Working with the Airbnb environments team we redefined a traditional customer service call-center to revolutionize the way people work.
Using employee surveys and observation we learned Agents value variety in their work environment and amenities that make them comfortable. We factored that into our design, providing employees with options for active or focused settings, working at a table, lounging or standing, instead of having assigned workstations.
Custom elements like standing height “Landing Zones” create a home base for teams, accommodating the need for personal storage and providing an alternate work configuration for the agents.