A Taste To Start
Good design is actually a lot harder to notice than poor design, in part because good designs fit our needs so well that the design is invisible.
Letter From The Tastemaker
I’m in the business of selling something that I can’t touch….
A thoughtfully prepared itinerary to Europe may appear effortless to my clients: the hotel amenities, tours and transfers all delivered by others.
But the cohesion and emotional tone of the trip, the feeling that everything “just flowed,” come from my detailed planning.
→ The value is in the seamless orchestration that makes the entire experience feel natural, memorable and my clients, deeply cared for.
→ It’s the invisible design that’s felt most strongly once the journey is over.
A curated box of style works in a similar way. The garments, accessories and packaging all come from different makers, but the true value lies in how they’re brought together.
The way each piece complements the next, the texture of the unboxing, the rhythm of surprise and delight with each open, it’s all very intentional.
My clients may only “feel” the harmony:
How the colors align with the season and their skin tones
How the fit feels effortless
How the experience feels deeply personal
→ The value is in the unseen choices: the editing, sequencing, and overall intuitive nature that make the entire box feel like it was meant just for them.
→ The harmony of textures, tones and silhouettes evokes confidence and a quiet sense of empowerment.
Every choice is built with intention.
The drape of a fabric…
The way a color catches light…
The balance between comfort and boldness…
Customer experience design in a blended hospitality and retail space works much like this invisible choreography.
Guests may see a cafe, a boutique, or a lounge…..
But what they feel is a sense of cohesiveness, a connectedness.
They are seamlessly led towards curiosity, the exploration of all the interacting elements from one section to the next…
The fragrant scent that drifts from the cafe into the retail area…
The lighting that shifts as guests move through spaces…
The product sequences that change with each section and display…
It is the rhythm of the service that begins to feel natural and holistic in a transactional setting. And every detail works together to create this emotional through-line.
When done well, guests don’t consciously notice the design. But they leave feeling moved in some way with an interest in returning soon.
That is the art of customer experience design: the experience is invisible, but it’s deeply felt.
My role is to design and orchestrate this feeling. The beauty of it all is when the client is moved by the spaces, buys a product and knows this will become a go-to.
At the start, these moments that I create, they don’t exist yet.
They may come from story, a concept, or an idea that I’m able to articulate in words and visuals.
However, I must say that….
→ Good design reveals itself through pattern, protocol and process.
→ Good design is not just fancy visuals, props and fabrics.
The experience is not just where everyone “ooh’s” and “aah’s” from excitement and surprise but actually when they’re left with longing.
The Tiffany & Co bow has its own system of tying…
The Hermes scarf has its own system of folding…
The Ritz Paris afternoon tea has its own system of service…
It’s a signature that the customer will always remember them by.
Ask yourself:
- Does my product or service have a signature element to it?
- Is there a greater invisible process, protocol and pattern at play with my products and services?
- And what kind of emotions and feelings do I want to evoke for my customers?
(Read How The Value of Good Design Works w/Human Behavior from Five-Course Tasting 👇 )
Lifestyle + Experiential Assets
All emotions and feelings run deep…
The spookiest holiday of the year, Halloween is part of a $13 billion industry. Since fear and anger are the most intense emotions we feel out of the six others, consumers pay record numbers to experience orchestrated fear in places like Salem Massachusets, the home of witch trials, Amytiville haunted house, or Dracula’s castle. Hidden in the Carpathian Mountains of Transylvania is the haunting and chilling tale of Count Dracula.
Picture this: Dracula Castle
⚫ A horse-drawn carriage takes guests swiftly through an area of swooping bats and howling wolves
⚫ A personal welcome by Bram Stoker’s grandnephew, Dacre Stoker as the host for the night
⚫ A candlelit feast of wine and Romanian classics is offered
⚫ …then guests are left alone for the night in red velvet-trimmed coffins just as Dracula slept in.
…just please leave your silver and garlic at home (or else).
(or hit REPLY, and let us source something special for you)
Cold spoon, quiet room, one perfect bite 😋
Remember: Power does not need to roar. Sometimes it’s served with cool confidence.
