"What we're doing with Airbnb feels like the nexus of everything that is right. We're helping people ..." — Joe Gebbia

Sympathy relies on a common experience. If you're clumsy, you might have sympathy for others who tend to bump into things. Empathy, on the other hand, is the ability to understand another person's feelings even if you've never experienced them yourself.

Dog-fooding is using your own products so that you understand from inside out what it is you're providing the customers. It's another way to gain insights and to gain intelligence. You use it yourself; you eat your own dog food. Every time we do that, we discover something that we can improve.

Design is an expression of one's most deeply rooted internal values.

In art school, you learn that design is much more than the look and feel of something - it's the whole experience.