Workplaces by design: learning from the consumer world
As we continue our two-year research project on workplace experiences: The science series, we look at the consumer world to identify how to design work spaces that nurture talent and enable employees to perform to the best of their ability.
So far in this research project we’ve defined the concept of the workplace experience, presented the best available science on knowledge-worker productivity, cognitive performance and consumer experience design, and offered guidelines on how to best design successful working environments.
Learning from excellent customer experiences
Now we turn to the consumer world to learn practices from excellent customer experiences: as consumers we expect choice and services that are closely tailored to our needs. The same is increasingly true of the workplace. As we strive to create working environments where employees are comfortable, supported and productive, there is a lot that we can learn from industries which rely on these attributes to build loyalty and keep customers coming back again and again. In this report, our fourth within the series, we take a detailed look at the lessons we can learn from the consumer-facing world that help us better support employee needs in the workplace.
Eight key lessons
We look at leading businesses including Jaguar Land Rover and Exclusive Hotels and Venues, and talk with customer experience experts to establish how to adopt a people-centric approach to designing, managing and sustaining great experiences. From these findings and interactions we establish eight key lessons that can be applied to the workplace:
- Know your current population and your target employee audience
- Personalise – ‘It’s all about me’
- Be clear about what you want your workplace experience to achieve
- Make the experience ‘frictionless’
- Recruit and keep ‘people people’ in key service touch points
- Adopt a ‘one team, one experience’ approach
- Develop consumer orientated analytics
- Continuously innovate
RESEARCH: THE SCIENCE SERIES
During our two-year workplace experience research project, together with Advanced Workplace Associates, we: defined the concept of the workplace experience; presented the best available science on knowledge-worker productivity, cognitive performance and consumer experience design; offered guidelines on how to best design successful working environments; looked at the consumer world to identify how to engender brand loyalty and build relationships that keeps our employees committed and happy; and identified the practical steps businesses should take to create better workplaces.