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Viewing entries tagged with 'engagement'

The Human Side Week 11: Building Intimate Customer Relations

Posted by Graham Kirkwood on 11 May 2015 | 0 Comments

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One organisation we recently worked with had a very unique strategy: To build intimate customer relations by developing more cohesion, participation and co-operation among the people doing things.   As a result, they used their workplace design as a catalyst for change in two key respects: firstly they inverted the structure putting people closest to the customer at the top. Secondly, customer/member information was treated as the most valuable and treasured resource available that bound the various activities throughout the organisation.  The workplace design makes these aspirations explicit through five design innovations.

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Week 11:

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The Human Side: Week 4 - Connect Isolated Groups

Posted by Mary Beth Caccitolo on 29 August 2013 | 0 Comments

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The workplace is no longer where we may get our best work done, or where we may be the most productive. So what is the workplace for? “People need people, people need technology, and people need spaces that bring those two together in effective ways.” With mobility increasing, the requirements of the physical workplace are evolving. Emphasis should be placed on keeping mobile workers connected to the workplace, while improving human connections between employees who already work within the office.

Improving human connectivity in the workplace starts with an understanding of the organisation’s groups and how they operate. With mobile technology, the idea that efficiency lies within placing adjacencies according to work production/process may no longer be necessary. Designing to support human interaction in the workplace however, is still relevant whether it is through connecting in person, or through provided technology, i.e. teleconferencing, etc. So with the physical workplace being a catalyst for providing these connections, how can we design to improve them?

Week 4:

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