The pandemic has spawned increased interest in developing smart office environments. Research and experience with smart technologies makes it clear that intelligently introducing smart systems isn’t easy.
The clearest message that comes from research done on smart “stuff” is that it must be thoroughly tested, in use. Both the research literature and practice folklore are packed with reports of users who have needed to take steps so that smart technologies in use align with the activity planned.
One of my personal favorites of the reported situations involves a set of motion-activated lights and a Drinking Bird ™ toy. Users found that when they were doing their jobs they did not trigger the installed motion sensors so their workplace was always going dark. These employees found themselves needing to correct this problem as they required lights to do their jobs—and these workers were resourceful. Setting up a Drinking Bird ™ in front of the sensor meant that there was always action in front of it. Always. The lights were on all day and all night. This situation was recently reported, it is not drawn from the prehistory of automation. Be warned—users will not suffer long in silence if the technology they’re being asked to use is not smart enough to meet their needs.
Finding out how people actually use a space, and need to use a space, and adding smart tools appropriately, is clearly important, which means that talking to users and listening to what they have to say is important.
Smart technology can create the impression that people are losing control of their physical work environment, which stresses people out and degrades their performance. This perceived loss of control is another reason to include space users in the smart tech selection and deployment process and to insure that users retain plenty of options for maintaining control after the smart tech is installed—for example, that they have several viable work zones to choose from when they need to go to work. Whenever possible, make sure user groups can fine-tune how the smart technology operates; research shows that doing so boosts employee wellbeing, alleviating stress.
Research also shows that smart technology can be a friend, streamlining life when it is implemented thoughtfully. A smart workplace can send unspoken signals that an employer cares enough about its employees to invest in their health and happiness—which is great for professional performance.
Sally Augustin, PhD, a cognitive scientist, is the editor of Research Design Connections (www.researchdesignconnections.com), a monthly subscription newsletter and free daily blog, where recent and classic research in the social, design, and physical sciences that can inform designers’ work are presented in straightforward language. Readers learn about the latest research findings immediately, before they’re available elsewhere. Sally, who is a Fellow of the American Psychological Association, is also the author of Place Advantage: Applied Psychology for Interior Architecture (Wiley, 2009) and, with Cindy Coleman, The Designer’s Guide to Doing Research: Applying Knowledge to Inform Design (Wiley, 2012). She is a principal at Design With Science (www.designwithscience.com) and can be reached at sallyaugustin@designwithscience.com.