Airbnb
Product Design Lead
2023-2024
A project with Feels Like
2023-2024
A project with Feels Like
As a product designer at Feels Like, I worked as the lead designer in collaboration with Airbnb to improve the navigation and content layout across several of their support-focused sites. Our goal was to create greater cohesion between the Help Center, Resource Center, and Community Center, while also improving the clarity and usability of their site-wide navigation systems.
I led design efforts across navigation and content layout, helping Airbnb unify their support ecosystem and make it more intuitive. This included redesigning top-level menus to better reflect content hierarchy and aligning navigation patterns across all three sites.
I also worked on refining the article page experience by introducing a new in-article navigation system for article series. This allowed users to move easily between related articles within a series, improving discoverability and flow. To support key actions throughout the sites, I designed a flexible call to action module that could be reused across multiple templates and adapted to work seamlessly across all breakpoints. Each component was built with scalability in mind, ensuring consistency while giving teams the flexibility to tailor content as needed.
Structuring Navigation and Content:
Kicking off the discovery phase of the project, I conducted a comprehensive audit of the Help Center, Resource Center, and Community Center. This involved evaluating navigation patterns, content structures, and layout systems across all three sites. The goal was to surface inconsistencies and identify opportunities to bring greater cohesion to the experience while still honoring the distinct role each platform played.
One of the core challenges was redesigning the navigation to create a clearer and more unified structure. I reworked the top-level menus to better reflect content hierarchy, grouping related topics and surfacing high-priority pages that were previously hard to find. These updates helped users move through the ecosystem with more confidence and made navigation feel consistent across all touchpoints.
Article layout improvements were another key focus. I introduced a series navigation module that allows users to move between related articles within a multi-part set, making the reading experience feel more connected. To support meaningful action across different types of content, I also designed a flexible call to action component that could adapt across screen sizes and use cases, helping drive engagement where it mattered most.
One of the core challenges was redesigning the navigation to create a clearer and more unified structure. I reworked the top-level menus to better reflect content hierarchy, grouping related topics and surfacing high-priority pages that were previously hard to find. These updates helped users move through the ecosystem with more confidence and made navigation feel consistent across all touchpoints.
Article layout improvements were another key focus. I introduced a series navigation module that allows users to move between related articles within a multi-part set, making the reading experience feel more connected. To support meaningful action across different types of content, I also designed a flexible call to action component that could adapt across screen sizes and use cases, helping drive engagement where it mattered most.
During the design process, I noticed a larger opportunity to improve how users navigated between the three support sites. At the time, the Help Center, Resource Center, and Community Center existed in isolation, with no direct pathway to move between them. This siloed structure made it harder for users to explore the full range of support available.
To solve this, I proposed introducing a persistent site switcher in the global navigation. This would give users a consistent way to jump between the three centers and find the information most relevant to their needs. The Airbnb team responded enthusiastically, and the switcher was integrated into the final design, creating a more connected and discoverable support ecosystem.
Collaborative Iteration & Refinement:
This project was highly collaborative from start to finish. I worked closely with Airbnb through regular working sessions, where we shared progress, gathered feedback, and aligned on evolving needs. These meetings created an open line of communication between our design team and Airbnb's internal stakeholders. While I led design on our side, the Airbnb team regularly brought insights and reactions from their stakeholders, allowing us to quickly assess what was working and where refinements were needed.
This fast and transparent feedback loop helped shape key decisions around navigation structure, content hierarchy, and component behavior. The iterative nature of the process meant we were able to move quickly, stay flexible, and ensure that each round of design reflected input from both teams. This level of collaboration was essential in creating a final system that worked not only for users but also for the internal teams responsible for maintaining and scaling it.
This fast and transparent feedback loop helped shape key decisions around navigation structure, content hierarchy, and component behavior. The iterative nature of the process meant we were able to move quickly, stay flexible, and ensure that each round of design reflected input from both teams. This level of collaboration was essential in creating a final system that worked not only for users but also for the internal teams responsible for maintaining and scaling it.
As the project wrapped, I focused on delivering a thorough and organized handoff to Airbnb’s internal teams. All design work was integrated directly into Airbnb’s existing systems and workflows. I structured the Figma files to match their in-house standards, ensuring an easy transition for designers and engineers picking up the work.
We documented every component and layout in detail, outlining all states and configurations, providing redlines, and specifying interactions and behavior across breakpoints. I also created guidance around content patterns, including character count recommendations and localization considerations. Every screen was mocked up for desktop, tablet, and mobile to support responsive implementation. The final delivery gave Airbnb a comprehensive foundation they could build on and adapt as their needs evolved.