‘WE BUILD TOO MANY WALLS AND NOT ENOUGH BRIDGES’ Isaac Newton

1. ‘WE BUILD TOO MANY WALLS AND NOT ENOUGH BRIDGES’ Isaac Newton William Blake : Newton (1795)

2. USABILITY (in the built environment) Efficiency, Effectiveness and Experience Göran Lindahl Associate Professor Chalmers, Gothenburg, Sweden and Professor Keith AlexanderCentre for Facilities ManagementManchester, UK

3. A WALKTROUGH – THROUGH LIFE World usability day – making life easier in Finland Communication Usability of the built environment - the basics Physical, digital and social environment Efficiency, effectiveness and experience User experience (UX) Memorable, enjoyable and valuable Designing for usability

4. Q1 THE CONCEPT OF USABILITY Usability is a well-developed concept for all kinds of consumer products, particularly in the world of communications and IT. To what extent can buildings be treated as consumer products? 1 Not at all 2 To a certain extent 3 Somewhat 4 To a large extent 5 Entirely

5. WHAT IS USABILITY? ‘The effectiveness, efficiency, and satisfaction with which specified users achieve specified goals in particular environments’ (ISO 9241) Effectiveness - the accuracy and completeness with which specified users can achieve specified goals in particular environments. Efficiency - the resources expended in relation to the accuracy and completeness of goals achieved. Satisfaction - the comfort and acceptability of the work system to its users and other people affected by its use.

6. Q2 SPECIFICATION A bench: a surface to sit on, four legs and a backrest Do these benches meet the specification? 1 Not at all 2 To a certain extent 3 Somewhat 4 To a large extent 5 Entirely

12. FACILITIES SANE Model DIGITAL SPACE Second places PHYSICAL SPACE First places Filters or boundaries Filters or boundaries + SOCIAL SPACE? Third places Builds social capital

13. Understanding Experience Legacy of failed building projects Unprecedented challenge to achieve financial savings – is time for a more rigorous perspective of need? What is experience - “everything a customer (user) sees, feels, hears, touches and thinks whilst interacting with each and every touch-point” – perception of service will not go away! Experience driven by the process of interacting with a product, service or environment – how something is provided is as important as what is provided e.g. Sheffield City Council Physical experience versus emotional experience – 50% of behaviours driven by emotions Replace the art of look and feel with the science of managing experience! 13

14. User Experience • ‘a person's perceptions and responses that result from the use or anticipated use of a product, system or service’ • ISO 9241-210 • Demand derives from primary processes • Facilities – tangible assets embedded in a service • Clients, customers and end users • Service – co-produced • Facilities management becomes demand driven, user-centred and service oriented? Public sector is facing an unprecedented challenge to make significant financial savings…. what impact will this challenge have on the ‘facilitating manager’ and why transform the experience… 3

15. Q3 OUR EXPECTATIONS In more difficult economic times we understand the need for cuts and will accept lower standards and poorer quality 1 Agree 2 3 Neutral 4 5 Disgree

17. Q4 WANTS AND NEEDS It is more important that we get what we want than we get what we need? 1 Needs are more important 2 Needs are slightly more important 3 Both needs and wants are equally important 4 Wants are slightly more important 5 Wants are more important

18. 1 DEFINE THE EVALUATION Define purpose and extent Information on the organisation Planning the process (FOR WHAT) 2 MAPPING USABILITY Collect facts Conduct structured group interview(s) Analyze and sum up data Define focus / topics for further evaluation 3 WALK THROUGH Define and elaborate topic/focus Define participants Define stops Topic 1 Topic 2 Topic n (WHERE AND WHO?) (WHAT?) 4 WORKSHOP ORGANISATION Select participants Present results step 1 - 3 Discuss the results in relation to objectives Structure and systemize arguments Sum up results Conduct walk through (WHY?) 5 ACTION PLAN / EVALUATION REPORT Improvements existing building New knowledge Input to briefing new buildings (HOW?) USABILITY APPRAISAL

19. Q4 DIMENSIONS OF USABILITY Which of the following do you consider to be most important dimensions of usability in the built environment? 1 Learnability 2 Memorability 3 Efficiency 4 Recovery 5 Satisfaction

20. THE PERSISTENCE OF MEMORY

21. PACE LAYERING ‘Fashion changes quickly, Commerce less quickly, Infrastructure slower than that, then Governance, then Culture, and slowest is Nature. The fast parts learn, propose, and absorb shocks; The slow parts remember, integrate, and constrain. The fast parts get all the attention. The slow parts have all the power.’ Stewart Brand, How Civilisations Learn, 2006.

22. Services Site Shell Scenery Settings Skin Systems • shape, size and type of building form • floor depth and sectional height • floor ceiling height • structural grid • planning grid • floor size and shape • space efficiency • atrium provision • exterior/ interior maintainability • 50 to 70 years • location and orientation • Urban context • local amenities • transportation • accessibility • car parking • goods access • site security • aspect/ view • proximity to housing, recreation infinite time impact • environmental • services • heating • ventilation • lighting • envir.control • building management and controls • 15-20 years • external membrane • natural ventilation • solar control • natural lighting • views • energy efficiency • 25 years • internal fit out • floor & ceiling • finish materials • partitions • internal planting • meeting • dining • vending • 7-10 years • information and communication technology • network access • power locations • Data /wireless • 3 years • Furniture/ equipment • group size • furniture day to day BUILDING LIFE CYCLES Layers of Time

24. Q5 PROCESSES Winston Churchill said that ‘we shape our buildings, and thereafter they shape us’. 1 Disagree 2 Slightly disagree 3 Neutral 4 Slightly agree 5 Agree

25. BUILDING ON MEMORIES or BUILDING THE FUTURE Conventions in use of space and time Design decisions – context and impact that they have on time Buildings as layers of time and memory Place in a virtual world Buildings should justify themselves by the ideas they generate British Museum – container of memory and time Frank Duffy, DEGW Founders Lecture

26. BRITISH MUSEUM

29. THE GREAT EXHIBITION, CRYSTAL PALACE Making cultural spaces conversational Vibrant social spaces – thrilling shared experiences

30. HELSINKI CONGRESS PAASITORNI

31. UUSI-BILITY?

32. FULL SERVICE CONGRESS CENTRE

33. Useful contactsGöran LindahlConstruction Managementgoran.lindahl@chalmers.seKeith AlexanderFacilities Managementkeithalexander47@gmail.com