> Designing experiences
The customer experience |
The reactive in/out experience |
The heads-down technical experience |
The community and team experience |
Offices and buildings create an overall experience that people who
visit and people who work there gain. This
The customer experience
The customer experience should be
a seamless experience of the brand, from their entry through the gates to their
departure. Whilst within the building, the areas within which they can roam must
be carefully controlled and designed.
Clear maps to site.
Available to businesses on the web.
Clear signage at the gate
including different routes for different customers.
Provide easy routing to building:
‘Follow the red line to building 54’.
Adequate customer parking
near to the main door.
Clear and welcoming signage at the door.
trained for customer handling.
Comfortable seating and interesting
reading material in reception and other customer
All areas visited to support the
consistent experience. Clean, reflecting values, supporting sales.
to other areas.
The reactive in/out experience
Sales and support people often have to come in
and out of the building over short timescales – often several times a day. They
need to be able to do this in the minimum time and with the minimum fuss.
Always somewhere to park,
with limited-period parking near front and rear doors.
Experiment to find the right number of
Ensure space is not abused, with spot check
days where cars that are there from mid morning to mid-afternoon are
identified, warned and persistent offenders reported to management.
Easy transportation of equipment.
Carts that are quiet, ergonomically sound
and aesthetically pleasant.
Minimized transportation distances.
Easy access to goods-in
for shipping and receiving.
Always somewhere for quick meetings,
whether in own team area or nearby.
The heads-down technical experience
Engineers who work on equipment
often need to be able to work next to it. They also need to be able to easily
access reference material. Some engineers need to solder.
Equipment at the workstation,
in racks, on special shelves, etc. With appropriate power and connection.
Work surfaces for the job,
such as lab-level bench, space for two computers, etc.
as appropriate for the job.
Local storage for immediate access.
Other accessible storage for longer-term
Ergonomic considerations taken into account.
either at workstation or nearby storage.
Transport at hand
as needed, such as trolley that stores under the workbench.
Appropriately flexible phone system,
eg. with wireless headset to allow talking with customers whilst walking to
The community and team experience
Although many field are in and
out, they still feel a sense of community. Some people work alone and feel a
sense of isolation.
Create a sense of identity
…for individuals, workgroups and
Distinct color scheme and lighting effects
that enables immediate identification.
Transition at boundaries
that signifies movement into the identified area and gives
a sense of arrival.
overall workspace that enclose and identify groups and shared areas.
Ability to personalize
individual and group spaces.
which draw diverse people together to share information and socialize.
Visual connection with others,
for example lower partitions to allow people to see one another. Balanced with
height for zoning and perceived privacy.
Enable shared activity
…within teams and the field.
Team meeting spaces
close to their individual workstations.
Individual meeting space
at workstation only for those with specific needs.
Larger meeting rooms
for group get-togethers.
between the sounds of talking and those who have a need for
where confidential conversations can be held.
that allows serendipitous, chance conversation. Give a purpose to be there (as
‘people magnets’ above).
with net connect at all places and PC projection in meeting rooms.