Human Experience Architect

A few years back, in the town where I live, a new restaurant opened up downtown in a prime location. It was beautiful. Walking in for the first time it was evident the new owners had spent tens (maybe hundreds) of thousands on the decor. I imagine they worked with a high-end designer and spent untold days/weeks/months on every little detail, followed by more weeks/months with contractors and suppliers. I went once and never returned. Neither did the rest of the community, because they were belly up within ten months.

What stood out the most for me was how rude the college-aged host was that, I guess you could say, greeted us. After inattentive service in the bar while we waited for a table, I approached the host a second time as he now adorned a chair in the empty lobby, to inquire as to our remaining wait time. With what I perceived as an annoyed scoff, he replied, "I don't know, I'm on break. You can check with her." Wow. Had I been a manager/owner within earshot, his would have been a permanent break. The table service was pleasant but also felt inexperienced and ultimately ineffectual, and the tacos were so-so.

I realize this sounds like a Yelp review but the point is this: The owners completely blew THE most important thing: The Human Experience. Yes the decor and ambience and margaritas and food are part of that experience... but just PART!  It turns out one of the most important ingredient in The Human Experience there was, uh... the humans.  Go figure.