Lydia Khashina

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Lydia Khashina

Lydia KhashinaLydia KhashinaLydia Khashina
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PureStay

Product brief

My Role and Mission

As a product manager at PureStay, a vacation rental online marketplace company based in New York City, NY, United States, my mission is to enable travelers to build a community of lifelong travelers and enrich their travel experiences.

Company‘s Origin Story

With a vision to connect people and cultures, PureStay offers lodging and tourism experiences, boasting one of the world's largest marketplaces for unique and authentic places to stay and things to do, all powered by local hosts. To date, the company has served over 20 million guest arrivals and launched over 200 local experiences since March 2020. Popular cities for PureStay booking experiences include Tokyo, Paris, and New York City, with the average guest spending 5.5 days and up to $1,045.


Currently, PureStay is experiencing rapid growth in business travelers, empowering companies to reimagine how their employees travel and explore each city during their non-business hours. With features like price alerts and payment groups to help manage company travel spend, PureStay is giving businesses a new perspective on managing business travel. Additionally, the company has seen an increase in guest inquiries about a loyalty program and interest in corporate benefits for business travelers, including a free admin dashboard to manage company trips on PureStay.


Recognizing the value of customer retention, the executive team believes that a well-designed loyalty program can increase customer lifetime value and encourage repeat business. Existing customers are 50% more likely to try new products and experiences and spend 31% more than new customers. With this in mind, the newly-formed PureStay Rewards product team has recruited me as a product manager to define and build PureStay's loyalty program.

STEP 1. IDENTIFY OPPORTUNITIES

Porter’s 5 Forces and SWOT Analysis

Threat of new entrants

The threat is moderate; any disruptive idea might easily upstage us and its not a rocket science to build marketplace.

The amount of capital needed to launch the business is substantial because property listing must be updated in real time without any mistakes, this requires to have reliable database management solutions and overall investments on technology and marketing.


Bargaining Power of Customers

Customer’s bargaining power is relatively high. The cost of switching from an existing products in the market vs. PureStay is quite low.

In order to acquire new consumers, the incentives by way of offers, discounts and loyalty program via registration encourages adoption. The product will need to offer strategically personalized experience over time.


Bargaining power of suppliers

On the contrary, the owners of these houses do not actually have a lot of bargaining power because there aren't many alternatives to the kind of service that PureStay offers. The owner and the guest are connected through PureStay, it manages all transactions.


Threat of substitutes

PureStay is authenticity-oriented product. And most of the authentic properties that people want to rent out have already been listed. Since it has a wide reach because of its presence in other countries, the company has created a reputation for itself among its customers and that’s why, it is quite protected from other players in this industry. Speaking of which, the biggest problem is that the business has to compete with conventional hotels, motels, and bed-and-breakfasts. That’s why we need to set ourselves apart from them by providing exceptional customer service and precisely identifying customers’ pain points.


Rivalry among existing competitors

Differentiation strategy is to focus on authentic places and local experiences.

User Persona & Customer Journey Map

    STEP 2. Set a goal

    Kano Model, Business Model Canvas, Value Proposition Canvas

      Hypothesis

      We believe that Business Travelers experience frustration when there is no loyalty program and alleviating that pain would let customers book travels more often, although they'd have to go through a loyalty customer login process.

      STEP 3. Plan

      STEP 4. Develop & Build

      User Flow & Wireframes

      1/4

      STEP 5. Launch

      GTM Planning, Product Positioning, Empathy Map, Executive Summary


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