In the past few years, thousands of companies including Uber, Lyft, Airbnb, and Lending Club have popped up to deliver peer-to-peer services to customers. As part of the sharing economy, these businesses are poised to disrupt incumbents in hospitality, travel, finance, and many other industries. And unlike some traditional companies that are driven by operational efficiency or blinding product focus, sharing economy firms obsess over the quality of the experience they deliver. In this episode, we explore how the sharing economy’s success should inform experience design.
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