eBay and StubHub: Marketplace Panel

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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.

Left to right: Bradford Shellhammer (moderator), Christine Fernandez, Dave Lippman, Katie Dill, Karlyn Neel
Left to right: Bradford Shellhammer (moderator), Christine Fernandez, Dave Lippman, Katie Dill, Karlyn Neel

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:

  1. 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.
  2. Diversity optimizes design because it brings many different perspectives.
  3. 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)
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ZURB Soapbox – Katie Dill

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Yesterday my coworker, friends, and I attended ZURB Soapbox to hear Katie Dill, Head of Experience Design at Airbnb, share her experience working at a consultancy and in-house, and how designers can improve the experiences of their audience.

Some key takeaways:

  1. Watch Making the shopping cart video
  2. Triforce: Product, Design, and Engineering. If these three have equal power, then the experience of the product will be great.
  3. Designers should inherently be good communicators.
  4. Storyboarding supports your voice because it brings an emotional reaction when you can visually see the human interactions. It helps us understand what’s happening in that moment (context, environment, etc).
  5. Watch Joe Gebbia’s TED talk on trust
  6. Users traverse between the on and offline world. Experience Design is different from Product Design because it considers the offline component.