Jason sits down with behavioral scientist Matt Wallaert to unpack why most hospitality technology fails, not because of features, but because operators were never part of the design process. They discuss demand-side thinking, the gap between tech builders and operators, and why the best technology reduces friction instead of adding steps.

Key Topics:

• Why hospitality tech fails at the operator level
• Demand-side vs supply-side product thinking
• Building technology that reduces friction
• The role of behavioral science in product design
• Why operators should be co-designers, not just end users

About Matt Wallaert: Behavioral scientist, author, and former Chief Behavioral Officer at Clover Health. Matt has built behavioral science practices at Microsoft, Thrive, and multiple startups.

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