The use of Empathy Mapping in hospitality design is a powerful technique that can be used in design to create exceptional guest experiences. The key part is for our designers to clearly understand and, clarify the needs and desires of guests. Once this is defined, we can then create great beautiful-looking spaces that function effectively and most importantly meet the needs of their intended users.
Table of Contents
- The Empathy Mapping Process
- The Benefits of Empathy Mapping in Hospitality Design
- How to Use Empathy Mapping in Hospitality Design
– Step 1: Define Your Audience
– Step 2: Gather Data
– Step 3: Create the Empathy Map
– Step 4: Analyse the Empathy Map - Examples of Empathy Mapping in Hospitality Design
– Four Seasons Tokyo
– Rosewood London
– Ace Hotel, New York - Conclusion
1. The Empathy Mapping Process
Empathy mapping is a process by which we create visual representations of typical users This includes possible thoughts, emotions, behaviours, and their environments. The use of this information allows us to obtain clear insights into the user’s perspective that can be used for our key design decisions.
2. The Benefits of Empathy Mapping in Hospitality Design
We believe that empathy mapping is a must in hospitality design, as the guest experience is most important. As we learn to identify the needs and desires of guests, we as designers can then create unique and functional spaces. We are then able to properly plan and design spaces that look attractive and functional that meet the needs of their intended users.
3. How Do We Use Empathy Mapping in Our Hospitality Design
Step 1: We Define Our Audience
The first step in empathy mapping is to define our guests, including their demographics, interests, and behaviours.
Step 2: The Obtaining Data
Our next step is to obtain data about the guests through proper research methods such as surveys, interviews, and observations.
Step 3: We Start to Create the Empathy Map
With the needed data we obtained, we can start to create an empathy map. We start with drawing a basic diagram outlining our guest’s perspectives. After this, we will split the diagram into four quadrants that are named: “says,” “thinks,” “does,” and “feels.” We input our observations and insights that we obtained from guests in each quadrant.
Step 4: The Empathy Map to be Analysed
Finally, we are now able to analyse the empathy map to identify patterns and connections through observations. Most importantly, we can now use this data to properly prepare a brief with our design decisions that create spaces meeting the expectations of our guests.
4. Examples of Empathy Mapping in Hospitality Design
Here are some examples of empathy mapping in action in hospitality design:
Four Seasons Tokyo
At the Four Seasons in Tokyo, they used primarily empathy mapping to redesign its guest rooms and to get a better understanding of their guest’s needs. Following that they were able to create spaces that were comfortable, convenient, and functional. What stood out was the incorporation of features such as a dedicated workspace, a spa-like bathroom, and high-tech amenities that resulted in creating memorable guest experiences.
Rosewood London
The Rosewood London decided to use empathy mapping to redesign its lobby as it wanted to understand the needs and preferences of its guests. With that Empathy Map, they created a functional and welcoming lobby space that included elements such as comfortable seating, natural materials, and warm colour palettes that created a sense of luxury and comfort.
Ace Hotel, New York
The brand-new Ace Hotel concept in New York was realised via the use of empathy mapping. With that, they understood the hotel’s overall amenities design and branding needs. The result was in being able to create spaces that were both functional and unique. This incorporated elements such as custom furniture, curated artwork, and a focus on sustainability being able to create unique memorable and eco-friendly guest experiences.
5. Conclusion
Empathy mapping is a powerful technique that can be used in hospitality design to create exceptional guest experiences. The key part is for our designers to understand and clarify the needs and desires of guests. Once they define this we can then create great beautiful-looking spaces that function effectively and most importantly meet the needs of their intended users.
If you want to know more please do not hesitate to contact us for working with us on Empathy Mapping endeavors!
To Your Succes!
Bert Bykes @ Contact