4 4 Nguyen focuses on satisfying the five senses. “All the different design elements combine together to create a particular mood and atmosphere, which provokes an emotional response,” she says. “From the colour palette to the lighting, scent, art, music and even the tactile qualities of the materials you use – every little detail makes the environment a place to remember.” Imbuing spaces with emotion is also a key tenet of Canadian ferry operator BC Ferries’ interior design philosophy. “When the design process starts from a people-first standpoint, you get spaces that consider all of the things that make a passenger experience something special,” says Jeff Davidson, director of Retail Services at BC Ferries. “This becomes the philosophy for everything from intuitive space planning, to comfort, aesthetics and the kinds of amenities and services that are developed. Naturally, other factors such as crew levels, cost and maintainability are also considered to ensure our designs are both emotionally engaging and suitable for the type of service that we provide.” Nature also provides the perfect source of inspiration for BC Ferries’ interior designs. “We understand that there’s a very real relationship between people and place, and that our passengers are more engaged with honest and authentic experiences,” says Davidson. “Hence, we aim to enhance the relationship between people, place and ship. We’re blessed to operate in British Columbia, which has some of the world’s most beautiful landscapes, so we have a head start.” While nature and the five senses provide ideal starting points for interior designs, they do not guarantee that a space will be a hit with passengers. To ensure the interiors they create are both aesthetically appealing and fit for purpose, designers need to speak with those who will be using the spaces. “We consider many factors, including guest comments, feedback from crew, Net Promoter Scores and the results of ship surveys that are performed at least once a year by our interior managers,” says Ngyuen. “In addition, a group of leaders from different departments (Guest Experience, Interior, Revenue, Technical, Nautical and Human Resources) visit each ship in the fleet. First, we meet with the senior staff to get first-hand feedback, then tour the vessel as a group to evaluate each space from different perspectives. All of this BC Ferries plans to upgrade the Arbutus Coffee Bar on its newest ship by adding contemporary furniture and refreshing the colour palette FEATURE “Every little detail makes the environment a place to remember” My Nguyen, Holland America Group
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