Design is like a mom, nobody notices when she’s around, but everybody misses her when she’s not
Sixty-five-year-old Chris Richards, a retired banker from Switzerland has been planning on a special holiday to Africa with his wife. He browses the internet and among the so many options, Uganda stands out for him as the preferred destination for his holiday in January, 2021! He goes to trip advisor to find out which Hotel options would work for him. He does not mind price at all. He is looking for a hotel that has the feel of a rich History but also modern and beautiful facilities that will guarantee a comfortable two- weeks stay. Three options come up:
1. Fairway Hotel
2. The Sheraton Kampala Hotel
3. And the Royal Suites in Bugolobi.
Why should Chris choose one of the above hotels and leave out the rest? It seems simple but in the presence of choices we under look what actually guides us to make decisions. Choosing a hotel couple with what else is happening in life can be messy. People wake up worrying about their children, how to spend their money and which decisions to make. One day one seems to have everything under control only to have things go south the next day. If you haven’t experienced these paradoxes in life you need to stop reading this blog post.
Back to Chris Richards, he makes a decision based on design. Remember he is looking for comfort but he hasn’t described what comfort is. It is up to the various hotels to understand what he means by comfort and design experiences that suit him. On my recent trip to Masindi town I booked into a hotel in a great location but the experience was poor; the rooms were near the highway while the gardens were near the river. I thought it should have been the other way round because when I travel upcountry, I want to have a peaceful night not one near the highway……. Design is that important.
Steve Jobs once said, “Most people make the mistake of thinking design is what it looks like. People think it’s this veneer – that the designers are handed this box and told, “Make it look good!” That’s not what we think design is. It’s not just what it looks like and feels like. Design is how it works”
How does your solution work in relations to what the client needs? Would a Chris Richards book into your hotel or he would worry about making the decision if he chose you? Design is the difference why we choose one service provider and leave the other.