Experience Matters 2025

Technology is one of the most significant drivers of change for real estate and is increasingly an integral part of how people interact with places and spaces. The use of AI (Artificial Intelligence) in buildings is now also accelerating technology integration in buildings. Emerging AI solutions are seen as a growing opportunity for developers and occupiers to automate building systems and improve efficiency and energy performance. However, wider trends and solutions for AI and technology for accessing information, booking apps and AR (Augmented Reality) tools is changing the role of technology in retail, entertainment venues or workplaces, with a knock-on impact for people’s experience in these spaces. 

Global sentiment towards technology and its role in cities and buildings is broadly positive, with greater support for integrated urban solutions than technology within individual spaces. However, end-users prefer technology to be seamlessly integrated to support their day-to-day living and experiences and have more mixed views on the value of direct interfaces with technology such as automated or AI info kiosks, VR (Virtual Reality) or booking apps. As an emerging technology, sentiment towards AI is lower, with many end-users unsure of how AI will create value for the places and spaces where they live, work and visit. 

Technology sentiment varies significantly by generation. Older generations are less likely to see technology as important for buildings and places, or want to use innovative technology solutions, while those aged 25-44 years are most likely to embrace technology. 

The youngest generations (or the younger generation) surveyed, those aged 18-24 years, are also slightly less likely to value technology or AI. This reflects reports that younger generation are increasingly aware of the impact of technology on their daily lives, and more conscious of how they integrate it into their lives.

One area where the generational gap is most stark is in views on immersive technology. This technology has become more common in buildings, and many developments are integrating immersive technology as experience differentiators, including VR (Virtual Reality) entertainment and social spaces, immersive digital retail spaces and innovative immersive collaboration spaces in workplaces. However, the novelty aspect of this may act as a detractors for many people, and developers and occupiers should be careful of oversaturation of technology in buildings and places.

Despite a strong preference for technology that enhances experience and supports consumer convenience, there is also a growing interest in spaces without technology. Almost two-thirds of people are seeking spaces specifically for 'digital detox', an emerging typology in the built environment. Interestingly, this group is not generally anti-technology. In fact, people who agree they would like to visit digital detox spaces are those who are more likely to want to use technology across different spaces and activities - including VR and smart buildings - and embrace AI-enabled spaces for entertainment and retail. This reflects consumers' desire for intentional technology curation and smart-city integration that enhances rather than replaces human connection while balancing digital enablement with authentic experiences.

JLL Design’s global research echoes this desire for human connection in the physical retail or restaurant environment, where less than one-third (32%) of consumers say they’d prefer a highly efficient AI bot over a human associate.

A small but growing number of entertainment and social spaces are now implementing ‘no-phone’ policies, removing reliance on digital apps or QR codes for information and focusing on spaces for social interaction.

In workplaces, technology free spaces can be more difficult, but occupiers are considering low-tech collaboration spaces for innovation sessions and tech-free social spaces as contrasting options to enhanced AV and hybrid meeting rooms.

Contact JLL Consulting Services today.