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[USER CENTRIC INNOVATION]

The only one who can determine how hospitable you are as a city, is the visitor. But how do you know what they are experiencing and what factors influence their opinion? Mobile ethnography is an effective research strategy that allows you to gather information about human behavior and perception. /LAB conducted this type of research by means of a specially developed app. At various times, those who were surveyed relayed what they liked or did not like about the city, covering various aspects such as service in restaurants to annoyance in car parks. This assembled data resulted in nine issues that we identified and translated into practical training programs for various target groups, from waitresses to security guards.