DESIGN FOR SENSORY PREFERENCES IN CUSTOMER SERVICE CENTERS
ViVA provided a design framework to improve both customer and finance representative work experiences.
PROJECT LEAD
PROJECT TEAM
Solo
PARTNERED WITH
In-house
Context
Customer service working spaces must align with evolving business objectives. The construction of an open plan customer-oriented workplace must also consider effective workplace design for the teams that expend time while working in these spaces. Small, open-plan spaces can limit accommodations for people with different sensory preferences.
Challenge
A banking and finance company wanted to optimise the customer journey yet create a functional, healthful, efficient working environment catering to workers’ performance needs.
Approach
The ViVA human factors team ran pre-occupancy workshops for the design and leadership teams, providing advise on design strategy, while also evaluating the inaugural service centre post-occupancy. This evaluation included site visit observation in natural and simulated scenarios, interviews, administration of sensory preference assessments, and presentations on the findings to leadership teams.
Outcomes
ViVA provided education and insights into sensory preferences impacting on team performance. They developed design challenge statements aligned with company values and provided recommendations on improvements to workspace design, layout, work processes, job design, acoustics, lighting, furnishings, and workstation equipment to improve the work experience and ensure better customer interface.