Innovative use of space to create a learning environment that positively affects engagement and retention requires a strategic and coordinated effort backed by senior leadership commitment. Corporate learning and development (L&D) programs, no matter how compelling, may not be enough in and of themselves as the foundation for developing engaged and productive employees. Historically, the […]

By Patrick Donnelly and Chris Collett of BHDP; Valerie Garrett of Fifth Third Bancorp The benefits that an integrated design process can bring to building projects have been accepted for decades. Assembling a team with diverse expertise to collaboratively work on a project is intuitively understood to be a better approach than designing in a […]

Successful implementation of a change management plan requires change leadership skills that smooth the way for all parties when most needed—at the inception. By Brian Trainer Here’s a typical scenario. An organization’s leadership creates a vision for a dynamic new workplace design, now awaiting construction. When the vision is shared, it will require a need […]

STUDENTS LEARN TO BE COMFORTABLE WITH AMBIGUITY. BY DOMINIC IACOBUCCI AND AARON BRADLEY WHAT’S THE BEST way to prepare students for the rapidly changing workplace of the future? Teach them to address complex problems through ideation and creative problem-solving techniques. And, most important, help them recognize that some problems have no easy—or right—answers. That’s the […]

Data collection and space design can have a positive impact on culture, staff productivity, and employees’ overall perceptions of the company and workplace.

By Andrew McQuilkin Customer amenities are the memorable extra steps that a retailer takes to understand and deliver on the needs of each guest. If done right, they bring true moments of surprise and delight. Grocery: It’s long been as basic as baggers offering to load groceries into a shopper’s car. Grocers have also successfully […]

By Andrew McQuilkin While physical stores can no longer compete with online retail for sheer product selection, the face-to-face conversations with experts and the services they provide are the greatest differentiator for brick-and-mortar retail. Whether the tailor or butcher, the personal connection builds a level of trust. As grocers adopt more of the traditional department […]

By Andrew McQuilkin The last major touchpoint for the guest experience is at check-out, where a problem-free, positive cashier experience can reinforce the brand for a consumer. Grocery: It’s taken more than 30 years for just one-third of grocery shoppers to adopt self-checkout kiosks. Now technology is being tested for automatic checkout that would eliminate […]

By Andrew McQuilkin For most retailers, merchants wield a lot of power, battling over every square and linear foot of space for their department. It’s usually the last department merchant to touch the plan that gets everything they want. To make the customer journey work, the layout of each category and service needs to not […]

By Andrew McQuilkin The customer journey is the intended story that unfolds as guests walk around and experience the store. This starts with the view from the street and the entrance, then continues with how they walk through the store, pay for their purchases and exit. It’s everything guests see and touch along the defined […]