2025 Trends: Hyper-personalisation

By: Michelle Tan

Hyper-personalisation is on our minds as 2024 wraps up and we look ahead to the coming months. Our vision for hyper-personalised, connected experiences offers data-driven insights and real-time adaptability to meet users’ expectations and more importantly, enhance their emotional connection to a product.

Looking back on 2024, our exploration of a pocket concierge brought these three ingredients together in an effort to create a more seamless, delightful experience for busy business travelers.

Why This Matters

1. Data-Driven Insights

We use AI to analyze guest preferences from booking habits, past stays, and real-time interactions. This enables hotels to anticipate needs before a guest even articulates them. For example, the concierge can highlight vegan-friendly restaurants for a plant-based traveler or recommend local wellness activities for a fitness enthusiast.

2. Real-Time Adaptability

Travelers' needs can shift dynamically. The Pocket Concierge is designed to adapt in real-time, ensuring that the guest experience remains relevant and engaging, whether it's adjusting plans due to weather changes or responding to sudden requests.

3. Enhanced Emotional Connection

While technology is often viewed as impersonal, AI-powered tools like this can deepen emotional connections by making guests feel seen and valued. A personalized touch, even from a digital platform, fosters loyalty and a sense of belonging.

Designing for a Personalized Future

For us, hyper-personalisation isn’t just about delivering what users want—it’s about creating experiences that feel intuitive, effortless, and human. With tools like the Pocket Concierge, we see a future where personalisation becomes the standard approach; striking a balance between data intelligence and emotional intelligence and ensuring the technology respects user agency while meeting their evolving needs.

As technology advances, designers have a unique opportunity to craft interfaces that empower users while maintaining inclusivity and trust. From adaptive design systems to ethical use of data, the focus must be on creating value that goes beyond convenience—offering moments of genuine delight and connection.

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For more on this case study, visit 10Nineteen.