A leading architecture firm in the southeast was tasked with designing a large call center for a Fortune 500 company. The firm’s design team was tasked with documenting requirements for the project. Every workplace design project is unique. The type of work performed, the organizational dynamics and the company culture all have a major impact on a workplace design solution that meets the needs and desires for both management and the workforce. More often than not there is a gap between management and the workforce regarding what is wanted and needed in their workplace. Quantifying that gap with smarter feedback segmentation is crucial for informing a design that will win over your client as well as their employees.
Traditional surveys have been employed by the design team but they routinely found the results lacking insight or the data required an analyst to interpret anything meaningful. Past experience also showed that users seemed to carelessly respond when surveys seemed too lengthy. This made it difficult to even trust the data.
There is a better way. The design team was hungry for high-quality consumer-centric data. They found Survature, an all-new platform that collects more data in a much shorter amount of time, collects explicit data as well as more reliable implicit data, and is the only platform that automatically performs priority modeling to reveal what matters the most.
Using Survature, through a 45-second survey, the design team discovered that the call center employees find that the “noise levels” and “size and layout” of their current individual workspaces are a high-priority and need improvement. They think their “lighting” is very good and is also a high priority, whereas the “ease of contacting people” in their current space is very good, but not a very high priority. These findings helped the design team quantify that the design solution had to focus on noise mitigation and maximizing the efficient use of space in order to deliver a positive impact on the work environment.
Digging deeper into what the employees desire to change in their work environment, all eight things asked flatlined around “desirable”. Flatlining like this is a frequent result problem with typical surveys, but not with Survature. Survature’s implicit priority data reveals a lot of separation - the top three “desirable” changes were “overhead lighting”, “noise level” and “temperature”. The bottom priority is “task lighting”. In this case, Survature helped the design team dial in on the facets of change that mattered most even when the feedback didn’t make it obvious.
One of the most interesting discoveries was that the IT team considers “noise-level” a top priority to fix in their current environment, which features low separation walls and aims to be very open. The noise and distractions are such a problem that they have requested multi-monitor displays in part to improve the privacy of their workstations. Survature’s results identified this issue and encouraged the design team rethink the IT work stations and mitigate the use of expensive monitors to act as barriers.