A speaker (Mark Simpson) describes using role reversal—having hosts adopt the guest perspective—to better understand guest needs and assemble a concise, guest-focused guide. The speaker emphasizes swapping roles (e.g., boss/employee, teacher/student), seeing what a guest would want to know, and preferring a single photo or brief visual over long verbal explanations.
You know, bosses and employees, teachers and students. You're all kind of coming at it from an opposite perspective, but really, you're in the same space. Sometimes it's kind of just good to swap roles. And I feel like that gave us a really strong start to kind of see things from the guest perspective and say, look, we, as a. As a guest, I can see. I would want to see this. I would want to know this. If you just show me this, you don't have to give me a long explanation just to give me one photo of it. So we were kind of able to put together this guide from the guest perspective.
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