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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.
Cooper, R, Bruce, M, Wootton, A, Hands, D and Daly, L (2003) Managing design in the extended enterprise. Building Research & Information, 31(05), 367–78.
Espinoza, D and Morris, J W F (2013) Decoupled NPV: a simple, improved method to value infrastructure investments. Construction Management and Economics, 31(05), 471-96.
Fellows, R and Liu, A M M (2013) Use and misuse of the concept of culture. Construction Management and Economics, 31(05), 401-22.
Gann, D M, Salter, A J and Whyte, J K (2003) Design Quality Indicator as a tool for thinking. Building Research & Information, 31(05), 318–33.
Gibson, E G and Gebken, R J (2003) Design quality in pre-project planning: applications of the Project Definition Rating Index. Building Research & Information, 31(05), 346–56.
Goh, Y M and Chua, D (2013) Neural network analysis of construction safety management systems: a case study in Singapore. Construction Management and Economics, 31(05), 460-70.
Hansen, K L and Vanegas, J A (2003) Improving design quality through briefing automation. Building Research & Information, 31(05), 379–86.
Odeyinka, H A, Lowe, J and Kaka, A P (2013) Artificial neural network cost flow risk assessment model. Construction Management and Economics, 31(05), 423-39.
Pinder, J, Iii, R S and Saker, J (2013) Stakeholder perspectives on developing more adaptable buildings. Construction Management and Economics, 31(05), 440-59.
Thomson, D S, Austin, S A, Devine-Wright, H and Mills, G R (2003) Managing value and quality in design. Building Research & Information, 31(05), 334–45.
Whyte, J K and Gann, D M (2003) Design Quality Indicators: work in progress. Building Research & Information, 31(05), 387–98.