Design Shapes Behavior
Why atmosphere matters before service.
Welcome to Issue No. 027 of Sojourn. An independent publication delivering strategic interpretation for leaders shaping the future of travel and hospitality.
I’ve been thinking about how quickly a space tells you what to do. Not literally, nobody is giving instructions, but you walk into certain lobbies and you slow down. You lower your voice. You stop looking at your phone. And you walk into others and you feel like you should be somewhere else. The space did that. Before anyone spoke to you, before any service was delivered, the room already told you what kind of experience this was going to be.