This presentation was given by Aaron Taylor Harvey and Rachael Harvey of the Airbnb Environments Team at Delight 2015 on Oct. 5, 2015. Imagine a call center with no cubicles, no traditional desks, and no phones. What if, instead, you could design an office defined by freedom and comfort that is also an effective and functional place to work every day. That’s exactly what Aaron and Rachael Harvey did for Airbnb’s award-winning Portland Call Center—and what they’re doing for other Airbnb offices around the world. Agents in the Portland call center have a work environment that’s a lot like a great Airbnb travel listing, bringing the experience of traveler and agent closer together—and making it easier to provide those travelers with a great customer experience. In this core conversation, Aaron and Rachael will share the philosophy and design process they use to redefine work environments in much the same way that Airbnb redefined travel. http://delight.us/conference

1. October 2015, Aaron&Rachael Harvey, Delight.
Airbnb Environments, Delight Conference

2. A Two Minute Summary of the Portland Office
2015 Cannes Lion Silver Winner, Branded Space

3. Rachael&Aaron
Harvey
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Airbnb Environments

4. Our Work at Airbnb
Global Offices and Big Events

5. The built environment is the expression of culture.

6. Mad Men

7. Office Space

8. The Social Network

9. C O N T E X T

10. C O N T E X T

11. C O N T E X T

12. C O N T E X T

15. The Portland Office
How we got there.

16. P O R T L A N D
The place.

17. 17

18. 1 : 1 F I E L D T R I P S
Lindsay
Laurelhurst Park

19. O N L I N E S U R V E Y
70 Respondents
10 Questions

20. How many hours per day do you want to work…
O N L I N E S U R V E Y
Working Position
2.55
3.32
3.54
Task Chair + Table
Lounge / Alternate Seating Type
Standing

23. Meeting Rooms are Places too.

24. Your Presentation Title
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29. Local Manufacturing
Working with the Good Mod to make furniture.

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37. Other Airbnb Offices
Twenty one workspaces and counting.

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48. Considering Inputs
Twenty one workspaces and counting.

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51. How many hours per day do you want to work…
O N L I N E S U R V E Y
Work Stance
2.55
3.32
3.54
Task Chair + Table
Lounge / Alternate Seating Type
Standing

52. Work Stance
2
Standing Table + Task Lounge / Alt.
Distribution of seating positions.
33% Overage to preserve choice.
+ 25 Monitor Stations

53. Environments&Airbnb Customer Service Agents
People in Portland Love Making

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