Hotel security has been a main issue for tourism. It is urgent for solo female travelers since more than 50% of women worldwide had travelled alone, and Chinese women take account for 42% of the business travels. Focusing on this issue, the main goal of this study is to study individual female traveler’s experience in terms of sense of security when staying in hotels in China. The study consist of two parts. Firstly, preliminary interviews and questionnaires are used to explore solo female traveler’s perception on hotel security and potential factors influencing such perception. In-depth interviews were adopted to achieve better understanding on the factors. Secondly, future-oriented techniques are adopted to provide directions for design. Main factors and corresponding scenarios are gathered and illustrated using customer journey map. Mirroring approach is then used to flip the problematic customer journey into wishful one from which design opportunities could be extracted. Main outputs include a facial recognition system for elevator, statistical identification system for the number of people entering the room, rescue word alarm system and intelligent door defense system. Subsequent design outcome has won UXPA award, indicating certain utility and value for future development.
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