In many ways we simply haven’t gotten around to creating hospitality tech yet. Right now, our apps are focused on services as a transaction and the ways to make them more efficient. However, real service is defined as a relationship, not a one-way transaction. So mimicking the current tech interface in service design sucks our attention away from experiencing things richly as a relationship, to a transaction with a machine. In my opinion, current service experiences are punctuated by clumsy technology interruptions and flat interaction points that fail to take your holistic experience into account.