One of the last events of #SFDW was eBay and StubHub’s Marketplace Panel (and After Party). On Thursday, I left work around 2:15 to catch the 2:55 Caltrain in Sunnyvale. I arrived at SF Caltrain station around 4, met up with my friend, and we walked to StubHub’s HQ.
The panel featured Katie Dill, Head of Experience Design at Airbnb; Christine Fernandez, Sr. Design Manager for Global Expansion Products at Uber; Dave Lippman, VP / Executive Creative Director at eBay; and Karlyn Neel, Director of UX Design at StubHub.
The topics they covered included how their companies build trust, diversity, what they look for in designers, and leading a design team.
Some key takeaways:
- Transparency builds trust. Have a reputation system and a way for people to communicate who/where they are to set expectations before transactions. People tend to embrace those who are like themselves.
- Diversity optimizes design because it brings many different perspectives.
- Selling an experience vs. selling a product: selling an experience takes in consideration human-centered problems and the end to end experience (i.e. everything is interconnected and happens at multiple touchpoints)