Increased end-user knowledge enables better workplace experience design

How to design workplace experiences that matter? We asked a couple of ISS Workplace Experience Managers, Tina Halborg Nielsen and Emilia Aasted to share their best practices. Get their inputs below.

As a Workplace Experience Manager and a soon-to-be Workplace Experience Manager, we have reflected heavily on this new role in the Facility Management industry; how it can be developed in the future; and how it can create the highest possible value for businesses and their end-users.

One thing is for sure, the Workplace Experience Manager is indispensable to identify and design the right service experiences, in the right context and at the right time.

Yet, the Workplace Experience Manager cannot design the “perfect experience” alone. It takes great end-user feedback, interaction, communication and knowledge to make it work!

In simple terms; to create the perfect experience - the end-user must be at the heart of all your work.

User Experience Surveys can create a solid data foundation

User Experience Surveys (UES) are a common standard in most outsourcing agreements. Having KPIs tied directly to the survey outcomes (i.e. user satisfaction) is not uncommon.

In many cases, a UES is a standardized online questionnaire with predefined questions distributed to a large group of end-users. The purpose of the survey is to measure end-user satisfaction with each touchpoint and upon agreement with the client use the end-user feedback for continuous improvement and innovation.

Using a UES can help Workplace Experience Managers to understand the general level of end-user satisfaction and create a strong foundation for decision making. The quantitative data can help to identify possible improvements to the services delivered and to design or redesign workplace experiences in the different touchpoints based on the general satisfaction pattern.

If used consistently UES can provide a foundation for benchmarking across countries and regions.

Hunting down the why and the how

There is no doubt that the UES can provide a great amount of insight to the overall service perceptions. From our experience, however, supplementing this data with qualitative interviews is needed to get a more in-depth insight to the key trends that are driving the data and investigate the “Why’s” and the “How’s”.

The understanding of “why” the end-users experience the touchpoints in the way they do and “how” the touchpoints can be improved is essential when working with experience design.

Only through this kind of co-design and co-innovation a continuous focus on creating just the right workplace experiences that make the biggest positive impact on the end-users can be ensured.


To succeed in your role as a Workplace Experience Manager, in-depth knowledge of the end-users, their workplace experience perceptions and their behavior patterns is required. From our experience, gaining these insights through a combination of quantitative User Experience Surveys and in-depth focus group interviews is a golden opportunity. Not only to understand the people and the company you’re dealing with – but to focus on optimizing the experiences that make the single biggest impact.