Direct questioning of task groups and mid-level managers, and fact-finding sessions involving customers (sometimes accomplished through focus groups and/or surveys), provide useful, accurate information for designing a working environment.
Photo: A Women's Clinic in a High End Medical Plaza Mission in Practice: a plush, feminine and "pampering" environment that inspires good health. How better to accurately execute a "patient-focused" mission than by asking patients directly how they might be better served by the environment. Photo: A Casual Themed Restaurant Mission in Practice: a fun dining experience that transports guests to a patio "south of the border". |
|
JUMP TO PAGE 1 2 3 4 5 6 7 © 1999, Melissa Grimes BACK TO: MELISSA GRIMES IDEAS
|
Planning must get inside the heads, and hearts, of internal task groups and external user groups. And, of these user groups, not enough can be said to emphasize the importance of directly interviewing the customer. This group is so rarely consulted and, as a result, environments continue to be built that do not serve, and often alienate, the very customers a business wants. As an example, a hospital or clinic with a philosophy of patient-focused care would do well to involve the patients in the design of the space.
Today's customers and employees are not easily manipulated and, more than ever, they have a growing appreciation for the qualities an alternative workplace offers. When comparable goods or services are offered, particularly when price is not the issue, a creatively designed, philosophically sound workplace can make a difference.