Customer-First Design: Learning From Hospitality, Education, And Retail

An office is not the only place work gets done. Any space that generates value is a workplace, and the nature of that environment shapes the experiences of the people who use it. There are plenty of insights to be gained from examining trends and innovations in other industries, especially in light of the ongoing consumerization of workplace. As business leaders seek ways to increase the engagement and performance of their teams—sometimes with mixed results—we all may benefit from considering strategies from sectors that prioritize social and customer experiences: hospitality, education, and retail.

Hospitality

The bread and butter of the hospitality industry—hotels, restaurants, cruise ships, vacation providers, etc.—is the customer experience. If the workplace of yesteryear was indifferent to the preferences of its occupants, then one that’s inspired by the hospitality industry’s service orientation puts them front and center. This industry is keenly aware that failing to meet expectations means that customers—or talent—will go elsewhere. 

Shift to Biophilic and Resimercial Design

No more drab cubes! Guests at hotels or restaurants expect their spaces to be both functional and beautiful. Hotel spaces that incorporate or simulate parts of the natural environment are on the rise. Workplace designers should definitely take note; plants, fish tanks, green roofs, and other elements reduce stress and improve cognitive performance. Natural lighting has a positive impact on sleep. If your workplace doesn’t have the budget for renovations, don’t sweat; even images of nature can help. 

The hotel business has been transformed in recent years by changing customer preferences and competition from sharing services like AirBnB. People now expect a more customized, curated experience that reminds them of home. Successful workplace strategies can leverage this by drawing on the familiarity and utility of typical household features. As we’ve written before, resimercial design can incorporate these elements into a high-performance workplace that is also innately comforting.