Designing for the person, not the process: Why user experience is the future of facilities management

By Jennifer L Bryan
At a recent Workplace Event, just after I stepped off stage following my keynote, a facilities manager made a beeline for me. Her question was direct and one I hear increasingly often: “How do I get my team to think differently and modernise how we deliver our services?”
It’s the right question. And my answer was simple: start with the user experience. Not the process, not the SLA, not the asset register. The experience. What do you want people to think and