Hirofumi Inoue is a room chief who is mainly in charge of the hotel market. concept design, which prioritize "experiences" that bring about changes in the hearts of users, capture the hearts of customers. Inoue, who is a designer but also serves as a Shinto priest in his family business, uses his own experiences as a personality in his work. We will explore the values that Inoue holds dear. The first thing he thinks about is "experience." Inoue belongs to concept design 4 Department of the First concept design Center of the Creative Headquarters, which creates experiences and sublimates them into concept design. He joined the company in 2007, and since 2017 has been mainly in charge of hotel and regional revitalization projects. Inoue: "I often work with hotel operators who place importance on story and customer experience. For example, I started working with Hoshino Resorts on "Kai Kaga," and was also in charge of OMO7 Asahikawa, the first store in the OMO brand. In 2021, I also helped ARTH Co., Ltd. convert an old house in Izu into an auberge (a restaurant with accommodation facilities) called "LOQUAT Nishiizu." Inoue's commitment to concept design hotels is to first consider the "customer experience." Inoue: "It is quite difficult to attract customers with just the appeal of spatial concept design. When I stay at a hotel, I feel more satisfied with the variety of experiences and the number of times I can talk to the staff than with interiors. When I was in charge of OMO7 Asahikawa by Hoshino Resorts, I thought about experiences that would connect the staff and guests, and created the space with that. I believe that by incorporating mechanisms that lead to experiences within the space, such as creating a faucet in the shape of a wooden carved bear, a standard Hokkaido souvenir that can be used to welcome guests with a local welcome drink, the stay itself will be enriched and satisfaction will increase." The starting point of Inoue's thinking is his own experience. He believes in his own senses and creates customer experiences. Inoue: "At the hotel, we set a persona (a typical user image), for example, 'A couple in their 30s will probably stay here, and they have these hobbies...' but it's not just people who fit that description who come. I think there will be a discrepancy between the persona and the people who actually come, so rather than that, I value the idea that if a hotel is enjoyable for myself and my family to stay at, then anyone would also find it enjoyable." Inoue is currently a part-time lecturer at Tokyo University of the Arts, and also works as a Shinto priest at the shrine in his family's home in Okayama. In a company culture that sees complex working styles as "interesting," he embodies his own belief that "more than being an office worker, you should live your life as a designer." Inoue: "During the New Year holidays, I return to my family's shrine in Okayama to serve as the successor. In 2018, I took a year off work to obtain a license as a Shinto priest. I remember my boss at the time telling me, 'In the future, there will be more freedom in how people work, so I think it would be good to have a designer who works in Okayama as a Shinto priest while doing concept design.' I feel that this is a company where each designer's way of life is directly linked to their work output, and they are interested in my unique career as a unique individual." Moved by the designer's words, "Let's do this together," he joined the company. As a student, he studied architecture at the Department of environmental design at Hiroshima Institute of Technology, and majored in concept design at the Tokyo University of the Arts Graduate School, acquiring a wide range of knowledge from interior design to urban concept design. During his job search, he interviewed in a variety of industries, and what ultimately made him decide to join NOMURA was the words of the interviewer. Inoue: "The main interviewers were three designers, and after I gave a presentation on my urban development work, our current executive creative director, Suzuki Keichiyo, said to me, 'I'm also working on this kind of urban development. Let's work together.' I got the impression that this was a company that was seriously looking for people to work with, and I could imagine myself working as a designer, so I decided to join the company." He had a hunch that the work at NOMURA would be an extension of his own work. After joining the company in 2007, he was assigned to CC Company (CC: an abbreviation for Creative Communication), which handles projects related to corporate culture. Inoue: "At my assigned workplace, I was involved in the creation of facilities that disseminate information such as museums, displays, and corporate showrooms. I spent about 10 years creating spaces with the idea of 'how to convey information,' and in 2016 I was transferred to the Chubu branch under the junior rotation system. There I was in charge of a commercial project for Hoshino Resorts." The first project for Hoshino Resorts that Inoue was in charge of was the renovation of the large bath at "Kai Kaga," which at the time had been struggling with customer satisfaction. Inoue, who started his career in corporate culture, made a proposal from a different perspective than other designers. Inoue: "I made a presentation saying that no matter how cool concept design of a large public bath is, customer satisfaction will not increase. I believe that customer satisfaction depends on how the conversations between customers are generated, so it is important to create a space where conversations such as 'How was the men's bath?' and 'I heard this area is famous for Kutani ware' are generated naturally. When I proposed, 'This time, we will focus on how to increase the number of conversations and concept design,' President Hoshino praised it highly, saying, 'That's an interesting proposal.' Since then, I have continued to work on projects for Hoshino Resorts." Proposing a hotel concept design to increase customer satisfaction ▲ "OMO7 Asahikawa by Hoshino Resorts" Of the various projects he has been involved in, Inoue's most memorable projects are "OMO7 Asahikawa by Hoshino Resorts" in 2018 and "LOQUAT Nishiizu" in 2021. The theme for OMO7 Asahikawa was "A hotel brimming with hospitality that will get you excited with playfulness and humor," and we proposed a plan to fit that theme. Inoue: "There are many ways to raise excitement, so I proposed creating mechanisms throughout the hotel. For example, Asahikawa is a wood-producing region, so when you check in, you receive a kit to make a wooden carved spoon, and then eat your breakfast the next morning with that spoon. I think that this would make the food taste even better. I proposed creating lots of mechanisms like this to increase customer satisfaction, and this was selected in the competition, allowing us to move on to the design." The difficult part was "how to imagine the roots of what the customers wanted and come up with an answer." Inoue: "As the project progressed, the person in charge told us, 'We particularly want to change concept design of the restaurant. If your proposal were a soup, it would be like a consommé soup. What we want to make is pork soup.' We interpreted in our own way what customers thought pork soup was, and realized that what they were looking for was a space that would not change its base even if various ingredients were mixed in, and that this was what they were looking for, a space that was easy to use, so we made bold changes to concept design. Now, in the space we left in concept design, the staff is coming up with one idea after another, and it seems to be evolving into a fun hotel." For LOQUAT Nishiizu, an old Japanese house was converted. Looking back, during the planning stage, "the deciding factor was how well we could imagine the finished product and persuade people," he recalls. Inoue: "Most of the old-style hotels that are on the rise these days have refinished walls. However, I heard from Mr. Okada of Okada Construction, whom I respect, that 'how can we preserve the memory of the building? We should make efforts to preserve what little we can.' After that, I kept saying, 'Even if the design does not look beautiful at first glance, preserving even a little of this memory will lead to customer satisfaction during their stay, and it will also become a topic of conversation for the staff to talk to customers about.' The president and staff asked us to repaint all the earthen walls because it should look dirty, but we kept telling them that painting them would lose their commercial value, and they finally agreed. As a result, communication between the staff and customers has increased, and we have been able to differentiate our hotel from other old-style hotels. Now, we have a constant stream of repeat customers, and it has become a popular inn that is difficult to book." Based on the idea of emphasizing experience, Inoue has gained experience across multiple markets, such as cultural facilities, corporate showrooms and displays, and commercial hotels, and is able to utilize his experience in various industries. In the future, he will utilize his experience to demonstrate his strengths without narrowing down to a specific industry. Inoue: "It's not that I want to do this one thing, but I enjoy solving problems no matter what kind of work comes my way. I'm currently involved in designing residences for seniors and utilizing unused land in rural areas, and my goal is to contribute to society using the know-how I've cultivated. For example, in a residence for seniors, creating a mechanism for going out into the city can increase opportunities for walking and extend healthy life expectancy. As a room chief, I am conscious of being able to effectively contribute know-how to society regardless of genre." Inoue also oversees the training of new employees at the Creative Division. He says that if you hone your imagination, the work itself becomes more enjoyable. Inoue: "When I was asked to concept design a place to drink coffee, if I made it without thinking, I think it would end up being concept design with a good atmosphere like the major coffee chains that are doing well now. However, what's important here is to think about the roots of what the situation is when you feel that the coffee is really delicious. It could be coffee you drink outside on a very cold day, or instant coffee made by your child. If you think about it to the root, it shouldn't be concept design like the major coffee chains. If designers themselves can't come up with answers from their own feelings that artificial intelligence can't come up with, I think that in the near future, designers' jobs will disappear completely. However, ideas and minds that come from your own feelings cannot be denied, and there will surely be people who can empathize with them. The ideas that are created will become products as they are, so it is the designer's responsibility to come up with ideas that make people think, 'I want to experience this too' or 'I want to go there.'" Inoue concept design with an emphasis on the story behind them, not just the visible parts. With the idea of "creativity = product power" as his weapon, he will continue to create concept design that stand out from the rest. * The contents are as of December 2023.