User Experience and Market Research
Learning Labs
Insight Reporting
Voice of Customer Insights
Voice of the Customer insight reporting reveals key client and consumer behavior drivers. Thinkyspace worked with Client teams to build exploratory research plans that articulate customer sentiment through the lens of workplace or visitor experience strategy. Using existing and new data, Thinkyspace could help you articulate your market sentiment and prioritize your next move through insights on customer needs, priorities, and complaints. This information guided product investment, improvements, and action plans.
Due Diligence & Experience Audits
Pilot Programs
Location Strategy
Business Cases
Product Innovation
The world is changing fast. Product innovation is key to staying relevant, but validating new ideas quickly and effectively can be daunting. You don’t want your space, tech, services, policies, or programs to remain stagnant, but how do you initiate change? Thinkyspace could help you identify innovation opportunities through pilot programs and location strategies. Thinkyspace specialized in de-risking new ideas by assisting you with the design and implementation of experiments, complete with a supporting research plan. This ensured that critical evidence and learnings are captured. Industry-leading expertise in experience design within the built environment guaranteed that Client innovation was informed by due diligence and a ‘go/no-go’ decision-making process.
Visioning & Facilitation
Strategic Narratives
Team Capability Builds
Change Enablement Programs
C-Suite Advisory
Thinkyspace was a trusted advisory consultant that partnered with Client leadership team to align workplace and visitor goals with the spatial experience. Thinkyspace provided guidance on prioritizing tasks and initiatives, building strategic narratives, and advised on how to establish, staff, and manage design discovery, research & strategy practices.
Core Metrics & Goal Setting
KPI and ROI Reporting
Insight logic
Spatial Experiential Analytics
Thinkyspace had a core competency in designing and implementing proprietary spatial index platforms. This included establishing key metrics, developing comprehensive multi-data dashboards and insights, determining planning ratios, creating performance heuristics, generating benchmarking reports, designing case study templates, building spatial budget calculators, and delivering tool training programs.
Case Studies
Case Study 1: Voice of the Customer Index
“I love the community spaces, but all the basics of a workplace need to work too”
– Enterprise client, customer satisfaction sentiment
Research Question:
Who is our enterprise client? What are their needs? Why do they choose to work in our spaces really? What are their biggest complaints, and what are they most satisfied with? Are we spending wisely in our product updates?
Solution:
Developed the first holistic ‘voice of the Customer’ Insights Report, leveraging data from 165 sites. Worked alongside the Director of Design Solutions to mine a series of existing design and user research data trackers to connect data into myth-busting insights about our enterprise customers’ needs, buying and customization habits, and biggest pain points.
Case Study 2: Learning Lab and Product Recommendations
“I am inspired by serendipitous and unexpected synergy in the workplace. That’s why I’ll come into the office in the future”
– Learning Lab participant
Research Question:
Our primary role was to help the engineering based product team interpret the data to better communicate the product value to the customer. We ran a customer lead learning lab that informed the development of a data analytics platform.
Solution:
Thinkyspace consulted as ‘Voice of the Customer’ Advisor to the founder. We created a client Learning Lab of early adopters, to listen to the industry and balance near-term design iterations with longer-term product strategy. We helped build data insights that enterprise clients care about, in a world where the office workplace is now only one part of the work story.
Case Study 3: Visitor Experience Strategy
Solution:
“We have the data, but we still review and solve in our discipline siloes. It feels like we are all going at the problem separately. ”
– Visitor Experience Team Sentiment
Research Question:
The Visitor Experience team leverages numerous analytics data sets and customer feedback that service different internal team leaders and experts across space, tech, culture and policy teams. Can we build a shared set of core metrics and performance goals? Can we show how we can mature team capabilities to better connect critical user needs to the organization’s mission, goals and KPIs.
Solution:
We partnered with Visitor Experience and Digital leadership teams to evaluate and advise on service experience blueprints, a customer experience maturity model, and a capability/skill scorecard. We helped identify key skill-build priorities internally across disciplines. We identified customer user journey improvements and a spatial + digital pilot program framework to ensure reliable, cohesive, welcoming experiences.
Case Study 4: Space Index Platform
“Metrics or industry benchmark data does not inform our workplace design decisions”
– Enterprise Client, Real Estate Team
Research Question:
How can we create and connect a suite of tools to support the analysis and synthesis of floor plan data to drive employee satisfaction, and better real estate investment decisions in the future?
Solution:
Thinkspace developed a ‘Space Index’ platform in 4 parts 1) measure existing footprint 2) benchmark against projects and peers 3) Present ideal spatial program dashboard leveraging vetted spatial products 4) Track and compare before and after metrics as a series of case studies. We create a sustainable, self-managing spatial index that saves 50% less time in layouts, is 98% accurate in layout test-fit, and standardizes multiple space types across a global portfolio into 1 standard tool.