How Design Thinking Transformed Airbnb’s Leadership Approach

Imagine being tasked with solving a problem so complex that it affects every aspect of your business. Brian Chesky, co-founder of Airbnb, faced this challenge when he needed to transform his fledgling company into a global powerhouse. What set him apart was his use of design thinking—a methodology typically used in product development—applied to leadership. The principles of empathy, creative problem-solving, and iterative improvement guided him through this journey.

Empathy as a Core Principle

Brian Chesky’s journey with Airbnb began in a small apartment with airbeds. The idea was simple but revolutionary: offer travelers a place to stay with a personal touch. Chesky understood that at the heart of this idea was empathy. He and his team had to deeply understand their customers’ needs, pains, and desires.