According to him, storyboards help bridge words and experience--a challenge that Airbnb, a marketplace for home rentals, faces on daily basis. He continued: “So how do we bridge from our script to these real world experiences? We storyboard. And we storyboard like crazy. Last year we embarked on an ambitious project to map the entire guest and host terrain of Airbnb and we did it through illustration. We looked at key emotional moments of the journey and we drew them. We visualized them. And what it’s done for us, it’s allowed our entire company to achieve a whole new level of empathy with our customers. ” Get the full story at