Design the Future
January 19–20, 2016: Training
January 20–22, 2016: Conference
San Francisco, CA

Balancing chaos and order when designing for offline and online

Katie Dill (Airbnb)
11:05am Thursday, 01/21/2016
Location: Festival Pavilion
Average rating: ****.
(4.38, 37 ratings)
Slides:   1-PDF 

Prerequisite knowledge

Participants should have basic design understanding and an interest in team building and experience design.


Design is entering a brave new world: the real world. No longer are we just developing websites and apps. We are developing experiences that more often than not happen in the real world with real people. Whether it is taking a trip with Airbnb, hopping in a car with Lyft, or booking a cleaner through Handy, the ultimate experience happens offline.

How do designers build the skillsets to meet the demands of these new companies? Designers need to think about website design not in terms of engagement but instead, of building trust. When companies build trusting relationships between strangers, everyone is more successful. Building a coherent brand, creating cross-disciplinary teams at every level of the organization, and taking a journey approach to design are critical to this strategy. Katie Dill demonstrates how to design for a multifaceted journey over time, how to identify when to own the experience and when to enable it, and how to build a team for depth and breadth.

Photo of Katie Dill

Katie Dill


As the head of experience design at Airbnb, Katie Dill leads the designers defining Airbnb’s digital products and services. Katie is responsible for the people, processes, and structures that help the team craft high-quality experiences in the online and offline worlds.

Katie joined Airbnb from Greenstart Venture Design, where, as a partner and creative director, she worked with early stage startups to design user experience and brand strategies. Prior to Greenstart, as creative director at frog, Katie led strategic multidisciplinary design programs for companies including Intel, Disney, Samsung, Dolby, and Chase Bank.

Katie’s expertise includes interaction and industrial design, business strategy, and user research. She studied industrial design at Art Center College of Design and taught interaction and industrial design in California College of Art’s graduate design program for three years.