Module 07 · Homework
The 11 Star Candidate Experience
In a Masters of Scale interview, Airbnb's Brian Chesky described the 11-Star Experience framework: design the completely mind-blowing version of an experience first, then work backwards to the sweet spot you can actually deliver. Most of what's "impossible" turns out to be surprisingly doable. This exercise applies that thinking to your hiring process.
Step 1 — Study the framework
Listen to the interview (the relevant part starts at 12:40) or read the transcript, then review how each level translates to a candidate's journey:
1 Star — Broken
Candidates apply into a black hole. No confirmation, no reply, interviews cancelled last minute, no feedback ever.
3 Stars — It works
Candidates get a timely reply, interviews happen as promised, and they eventually hear the outcome. Nothing to complain about — nothing to tell anyone about either.
5 Stars — Expected good
A clear process, warm communication, prepared interviewers, fast decisions and honest feedback. "I interviewed there. It worked well."
7 Stars — Way beyond
The founder personally welcomes every finalist. Interview prep is tailored to them. They get same-day feedback, a handwritten note, and a real answer on every question — even when it's a no. "Whoa. Nobody does it like this."
10 Stars — Mindblowing
The team has studied what this candidate cares about. Dinner with their future teammates at their favourite restaurant, a working session on a problem they'd love, their partner invited along for the office visit, and an offer delivered in person with the whole story of why they were chosen.
11 Stars — The impossible one
Your version of "show up at the airport and Elon Musk says you're going to space." Not feasible — that's the point. Designing the extreme is how you find the sweet spot.
Step 2 — Rate your current experience
Be ruthlessly honest. Where is your candidate experience today, end to end — from first outreach to offer or rejection?
Step 3 — Brainstorm the 9, 10 and 11 star versions
Don't be incremental. What would the completely unreasonable, tell-everyone-about-it version of interviewing with your company look like? Dream big first — you'll come back down to the sweet spot next.
Step 4 — Find the sweet spot and commit
Somewhere between "we replied to their application" and "we sent them to space" is a level you can actually deliver on every candidate, every time. Which of your crazy ideas are more doable than they first seemed? Write down what you'll implement.
Chesky's point: 9, 10 and 11 aren't feasible — but if you go through the crazy exercise of "keep going", there's a sweet spot between "they showed up and we opened the door" and "we sent them to space." You have to design the extreme to come backwards. Candidates talk. Every touchpoint is either forgettable or a story they tell other exceptional people.