2.11B Demystifying Workplace Experience in FM
Thursday, October 4, 2018 3:30 PM - 4:00 PM
Venue: Charlotte Convention Center - West Wing
Room: 208A
The notion of creating a great “experience” for customers has long been central to achieving customer satisfaction and brand loyalty. However, few users of experience-design methodologies have applied their concepts that are well-tested in User-Experience fields (technology, tourism) to the workplace. Retailers have argued that experiences are a new type of economic value, distinct from commodities, goods, and services. In a highly-commodotized world, it would seem like the authentic design and application and scaling of consumer-facing experiences would be adopting in fields other than retail. Audience members will learn about Sodexo's Heaquarters in Sweden, the "Nordic House", their global workplace experience strategy and how experience design practice has aligned with their business goals and culture. This presentation will have concrete examples of how design can be applied to hard and soft FM services for audience members to take away.

Learning Objectives/Outcomes:
Explore strategies to define which target population(s) could benefit most from experience design
Learn design practices that can help participants align with their company’s workplace mission and vision.
Learn about Sodexo's holistic approach to Experience Design in a series of case-study examples
Practice a front-of-the-house and back-of-the house example of Operationalizing design
Levels of Learning
100 level
Topic Category:
Workplace
Speakers
Ms. Ronni Schorr, Global VP Marketing, Circles, Sodexo, Sodexo
Dr. Rachel Permuth, Global VP of Research, Sodexo Corporate Services, Sodexo