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Cole-Colander, C (2003) Designing the Customer Experience. Building Research & Information, 31(05), 357–66.
- Type: Journal Article
- Keywords: client; common language; customer focus; design; design quality; client;
- ISBN/ISSN: 0961-3218
- URL: http://taylorandfrancis.metapress.com/link.asp?id=5k3d1uprehqywlva
- Abstract:
As the role of the professional changes, the importance of 'the client' and 'the user' is increasing. Two initiatives in the UK have sought to improve design quality by bridging the gap between the client and the user on the one hand, and the client and the designer on the other. These initiatives, 'Designing the Customer Experience' and 'Design Quality Indicators' (DQIs), seek to address the divergent goals and impenetrable language that often inhibit communication between client and architect. Designing the Customer Experience aimed at transferring design thinking from the retail sector and led to an Agenda for Change, which included an investigation into how to find a common language between clients and their design consultants. The DQIs build on this agenda and provide a tool for the uninitiated as well as the professional to allow each to express and evaluate the design quality of a building. The extent to which these initiatives have been and potentially can be successful in changing professional relationships with client and user and so improving design quality is assessed.