Calling all commuter pilots, flight attendants- renters, seekers; and crash pad hosts
User Survey & Interviews Summary
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Research Goal
I launched of two different surveys, one specific to identified crash pad renters and the other to crash pad hosts with the goal to better understand the renting system holistically and to pinpoint any familiar trends as well as challenges and obstacles. After posting my survey screener on multiple social media and networking platforms, I received 30 responses total from both parties.
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Survey Findings- User Renter
79% of renters find crash pads through co-worker networking/word of mouth, 36% on average utilize both facebook and crashpad411.com to find crash pad listings.
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Renters rarely referenced craigslist (4%) or friends (11%, outside of work network) to find a crash pad rental.
All surveyed users identified pricing as a top deciding factor when looking for a crash pad and location ranked in as the second priority at 96%. Cold beds, meaning the bed is designated to the renter only, is important to 50% surveyed while only 11% would consider a hot bed situation: first come first serve, bed linens are stored on premises and renter must make the unoccupied bed upon arrival. 32% value feedback/renter comments from current or previous users. (Reference additional results below).
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In general, 29% of renters communicate with their crash pad host via text message and 11% through email. Only 7% connect through facebook messenger and a low 4% speak on the phone.
Rental agreements and contracts vary, most are on a month-to-month basis with initial payment of a first and last month’s deposit. 82% use a mobile payment service (PayPal, Apple Pay, Cash App), Venmo being the most utilized application. The second most common is payment with cash or check at 21%.
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Survey Findings- User Host
100% of hosts post/advertise crash pad availabilities on facebook, this platform contributes to an increase in “word of mouth” sharing amongst airline crew alike. Posting on the CrashPad411 website is the second preferred choice.
Interested renters are interviewed in-person or via phone call but most commonly keep in contact through text messaging. Background checks and reference checks are completed by 50% of hosts. Following approved documentation, renters are asked to sign a rental agreement/contract inclusive of house rules, payment schedule details, and accessibility details to the crash pad.
Rent payments are equally accepted through Apple Pay or in cash at the first of each month. One surveyed host maintains a log with the expected days of stay for each renter to track and ensure the sleeper capacity levels are controlled.
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Interview Findings- User Renter
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Following the user survey screener process, I selected two current crash pad renters from the group of participants for a one-on-one video interview. A series of personal level questions were asked to gain a better understanding of their experiences with the crash pad system then identify both positive and negative features of competitor mobile apps.
Goal: Figure out the overall experience with searching/finding a crash pad.
Discovery:
Both users were fortunate have stress-free, positive experiences with finding their first and only crash pads with networking through a mutual friend.
Interviewee 1:
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“Most flight attendants find openings through mutual friends and word of mouth.”
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There is also a WhatsApp messaging group and a facebook group someone created to help with the networking of finding a crash pad with open availability.
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Initial conversation initiated through facebook then to purely text messaging once phone numbers were exchanged.
Interviewee 2:
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“During training my classmate had a mutual friend who recommend our crash pad to myself and my five mutual contacts. We each contacted the host and moved in shortly after. Networking is key.”
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Emailed the host then completed a form but nothing too official, it included a breakdown of the house rules and my bed and storage assignment details. Still has not met the host in person.
Goal: Understand the feelings/emotions users have toward the crash pad experience.
Discovery:
Feedback and personal insights on the particular crash pad or in general from others has a great effect on the users expectations.
Interviewee 1:
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Before renting the user checked out the space and felt it was comfortable, exactly what was expected based on other’s insights of this particular space as well as overall feedback toward the crash pad experience received.
Interviewee 2:
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“It was very eye-opening and took me a while to get used to living in a shared space with others."
Goal: Understand the communication process users have with their crash pad host.
Discovery:
In both situations the user’s crash pads are operated by a flight attendant, therefore, email or text communication is the preferred method due to all parties have limited access to cell phone communication while working in the air.
Interviewee 1:
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“Text messaging works especially when we are up in the air. Phone call communication can be challenging also considering the spaces we are in a lot, the airport environments are noisy and distracting.”
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“Most aircrafts are equipped with free wifi so we can message while in flight.”
Interviewee 2:
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Communicates mostly through email but any urgent issues are sent via text message- e.g. unable to access apartment.
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Receives the same email monthly from the host with payment reminders, communication of sharing the space, rule refreshers.
Goal: Receive insights on the successes of the renting system.
Discovery:
The key takeaway is the economical factor. Crash pads are affordable for commuter in-flight crew members as they have a clear understanding of the living environment and spatial sharing factors.
Interviewee 1:
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Affordable rent especially in high costs cities considering most bases are for the user’s current airline are in expensive cities so this system helps financially.
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User is able to live within means.
Interviewee 2:
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Relatively cheap, and it is nice having a place to stay especially when on reserve (not a line holder, on-call for work), therefore, in need of a space to spend time waiting to see if shift will be needed. Better option instead of waiting at the airport.
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“System works, it’s convenient.”
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At first user stayed less than 10 nights a month at the crash pad but currently stays 10-12 nights a month due to the decreased demand for flight attendants on reserve.
Goal: Identify any improvements to enhance the renting system.
Discovery:
I gathered users desire more black and white rules for the household, possibly a more professional rental agreements/documentation to ensure all users are aware of the crash pad formalities and renter expectations.
Interviewee 1:
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Laid out rules, better organization as it’s challenging for my flight attendant host to run the crash pad as he is hardly home.
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It’s hard for owners to manage once they have a larger number of renters, so a way to track renters could be beneficial from the days they plan to stay to even documenting payments.
Interviewee 2:
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There is no internal messaging or group communication system, this could improve the correspondence between users as well as with the host.
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The next door apartment owned by the same host has a dry erase board which is interesting.
Goal: Understand competitor app design features the user finds successful as well as unsuccessful.
Discovery:
Users have experience renting spaces through airbnb, both find the location maps with details of activities, shops, and restaurants nearby as a necessary feature. Rating systems play a role in the deciding factor.
Interviewee 1:
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“Reviews help a lot, I feel safer based on higher ratings.”
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Finds the filtering system convenient on apps.
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User has experience with the HotelTonight app. Likes the straightforward approach of listing what hotels have availability with the price. All based on current geography makes it super convenient. Percentage rating is really valuable. “When the rating is low I’m hesitant to stay overnight.”
Interviewee 2:
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Likes seeing things to do on the map along with comparisons around the desired area.
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Unfortunately finds the amount of information provided on the newer app overwhelming, e.g. experiences categories. Does not find the excess categories useful or relevant.
Goal: Identify app features the user would expect from the crash pad app, crash.
Discovery:
Commonly the the location feature along with directions and transportation details to and from the airport are expected of a crash pad specific app. Users also desire visibility to pricing comparisons and things to do around the area.
Interviewee 1:
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Offer choices that are available within close proximity to the airport. “Location, location, location...location is a huge deal! Near the airport and convenient.”
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Reviews are important. User wants to hear about the host and how the crash pad is operated along with feedback on whether it’s a party or non-party pad.
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Photos of the spaces, directions to and from along with distance, neighborhood/building safety details, amenities (i.e. shopping center nearby, food options).
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Documentation with rules and possibly a copy of a rental agreement document.
Interviewee 2:
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Distance details to and from the airport.
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Average car share transportation cost to and from the airport
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Public transportation information along with transferring details.
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Pricing as well as comparison with other crash pads with in the same vicinity.
Recap
Many crash pads are owned and operated by an individual who also is flight crew member. Communication is preferred through text messaging or email due to the nature of employment for both parties but better organization and streamlining of communication amongst all. Users already send rent through a money sharing app, it feels appropropriate to create a one-stop-shop app specific for crash pads inclusive with finding a space, renting, paying, and communicating with hosts and possibly other renters within the same crash pad. An app housing renter details and documents could improve the system along with renter arrival/departure sharing so “if someone else leaving around the same time I am” we could do rideshare saving a few extra bucks here and there.
Feedback
“An app like this could be amazing because everything is done through word of mouth and facebook postings, nothing like a ad, no real forum except group pages. Crash pads are common, not a new thing but this could be helpful for both renters and hosts. Could also help with organization."