But follow this design logic into the future and you will come across automated checkouts, holographic concierges, arms-length Airbnb checkins, and driverless cars. We may soon be left wondering: Where did all the people go?
Up until this point, technology’s central design principle was to take humans out of the picture. Yet of course, this is fundamentally at odds with the concept of hospitality, which is wholly concerned with where it can harness the power of human touch.