Bora Architecture & Interiors

Airbnb CX Hub

Airbnb CX Hub
© Jeremy Bitterman

Airbnb CX Hub

Bora Architects

ARCHITECTS
Bora Architects

MANUFACTURERS
Cove.tool

PHOTOGRAPHS
Jeremy Bitterman

AREA
17000 Ft²

YEAR
2014

LOCATION
Portland,United States

CATEGORY
Offices

Designed in collaboration with the Airbnb Environments team, the Airbnb CX Hub - located in Portland’s historic Blagen Block – redefines a traditional costumer service call-center and revolutionizes how people work.

Airbnb CX Hub
© Jeremy Bitterman
Airbnb CX Hub
© Jeremy Bitterman

Benefitting from Airbnb’s ongoing research on how to support and empower their Customer Experience Agents, the design provides a range of environments that accommodate different work styles, allowing CX Agents to choose a setting that best supports their work at any given time.

Agents are not assigned a specific space to work rather are presented with options for working at a table, lounging or standing - in active or focused settings.

Airbnb CX Hub
© Jeremy Bitterman
Airbnb CX Hub
© Jeremy Bitterman

To determine the quantity of options provided, a redundancy was applied to the number of agents. Space was maximized by combining personal storage into standing height stations, giving agents a place to land and store personal belongings.

Power and data are provided at all locations for ultimate flexibility. To ensure acoustical comfort, efforts were taken to increase the effectiveness of walls and reduce reflectivity wherever possible.

Airbnb CX Hub
© Jeremy Bitterman
Airbnb CX Hub
© Jeremy Bitterman

Additionally, agents can hear their own voice in the headsets they wear when taking calls - making them conscience of their volume.

The interior is divided North and South by an existing thick brick wall. This served as a natural way to create two distinct environments – active and focused. The active side provides an even, ambient light level, further brightened by the use of soft colors and light wood, encouraging collaboration.

Airbnb CX Hub
© Jeremy Bitterman
Airbnb CX Hub
© Jeremy Bitterman

The focused side is more subdued, featuring pockets of focused light over work areas with a dark and rich palette to impart a quieter atmosphere and support “heads down” work. Existing wood floors were patched, reflecting the buildings historic texture. The result is a flexible innovative work environment that feels welcoming and distinctly expressive both of Airbnb and of Portland.


Airbnb CX Hub
Diagram


Airbnb CX Hub
Second Floor Plan
Airbnb CX Hub
Third Floor Plan

Bora Architecture & Interiors
T +1 503 2261575
Bora Architecture & Interiors
1705 SE 3rd Ave, Portland, OR 97214, United States