Reflection on the Tragedy of April 15, 2019
This week is Holy Week, when millions of Western Christians mark the death and resurrection of Jesus. Under normal circumstances, Notre Dame cathedral in Paris would have been preparing to display its holy relics to the faithful on Good Friday.
But as fire engulfed the sacred site on April 15, 2019, Catholics across the world reacted in horror and disbelief, particularly when the cathedral’s iconic spire toppled amid the flames.
For generations, Notre Dame Cathedral has been a place of pilgrimage and prayer, and, even as religion in France has declined for decades, it remained the beating heart of French Catholicism, open every day for Mass.
Source: CNN
When something that is tragic like the Notre Dame Cathedral fire occurs, it is important to take time to reflect on what happened. First, I look at this tragedy as a Christian, then as the grandson of European immigrants, and finally as an Architect. I reflect on these recent events using three distinct but entwined lenses:
Churches, castles and forts are the primary reason I chose this profession. Whenever we lose a structure of significance it is like losing a loved one. Like life itself, our art and architecture must be cherished because it is all temporary after all. Carpe Diem.
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I Love My Architect – Facebook
In 1991, Werner Sensbach, who served for over 25 years as Director of Facilities Planning and Administration at the University of Virginia, wrote a paper titled “Restoring the Values of Campus Architecture”. The paragraphs that follow were excerpted from that article. They seem particularly appropriate to Montclair State University as it looks at its present campus facilities and forward to the planning of future facilities on a piece of land of spectacular beauty.
Nearly two thousand years ago, the Roman architect Vitruvius wrote that architecture should provide firmness, commodity, and delight. It is the definition of “delight” that still troubles us today. This is especially so on college campuses. Many who try to give voice to what it is that brings delight in a building or an arrangement of buildings may mention the design, the placement on the site, the choice of building materials, the ornamentation, or the landscaping. But mostly it’s just a feeling, or a sense that things are arranged just right, or a sensation of pleasure that comes over us. So academics, like nearly everyone else, often are unsure when planning for new campus construction about what is likely to be delightful. Even though the United States has 3,400 colleges, while most other advanced nations only have a few dozen, we simply have not developed in the United States a sensibility, a vocabulary, a body of principles, an aesthetic for campus architecture.
That each campus should be an “academic village” was one of Thomas Jefferson’s finest architectural insights. Higher learning is an intensely personal enterprise, with young scholars working closely with other scholars, and students sharing and arguing about ideas, religious beliefs, unusual facts, and feelings. A human scale is imperative, a scale that enhances collegiality, friendships, collaborations on research.
I believe the style of the campus buildings is important, but style is not as important as the village-like atmosphere of all the buildings and their contained spaces. University leaders must insist that architects they hire design on a warm, human scale. Scale, not style, is the essential element in good campus design. Of course, if an inviting, charming campus enclosure can be combined with excellent, stylish buildings so much the better.
The third imperative for campus planners, the special aesthetic of campus architecture, or the element of delight, is the hardest to define. It is the residue that is left after you have walked through a college campus, a sense that you have been in a special place and some of its enchantment has rubbed off on you. It is what visitors feel as they enjoy the treasures along the Washington Mall, or others feel after leaving Carnegie Hall, Longwood Gardens in southeastern Pennsylvania, Chartres Cathedral, the Piazza San Marco in Venice, or the Grand Canyon.
On a college campus the delight is generated by private garden spaces in which to converse, by chapel bells at noon or on each hour, by gleaming white columns and grand stairways, by hushed library interiors, by shiny gymnasiums and emerald playing fields, by poster-filled dormitory suites, by a harmony of windows and roofs, and by flowering trees and diagonal paths across a huge lawn. The poet Schiller once said that a really good poem is like a soft click of a well-made box when it is being closed. A great campus infuses with that kind of satisfaction.
In my view, American’s colleges and universities—and especially their physical planners—need three things to become better architectural patrons. One is a renewed sense of the special purpose of campus architecture. A second is an unswerving devotion to human scale. The third is a sense of the uncommon and particular aesthetic—the delight—that a college or university campus demands.
A surprisingly large sector of the American public has conceded a special purpose to higher education. College campuses have provided a special place for those engaged in the earnest pursuit of basic or useful knowledge, for young people devoted to self-improvement, and for making the country smarter, wiser, more artful, and more able to deal with competitor nations.
Therefore, college and university campuses have a distinct and separate purpose, as distinct as the town hall and as separate as a dairy farm. For most students the four to seven years spent in academic pursuits on a university campus are not only an important period of maturing from adolescence to adulthood but also years of heightened sensory and creative ability, years when the powers of reasoning, feeling, ethical delineations, and aesthetic appreciation reach a degree of sharpness as never before. During college years, young minds absorb impressions that often last for a lifetime: unforgettable lectures, noisy athletic contests, quiet hours in a laboratory or library, jovial dormitory banter, black-robed commencements, encounters with persons of radically different views, the rustle of leaves, transfigured nights. The American college campus serves superbly as an example of Aristotle’s idea of a good urban community as a place “where people live a common life for a noble end.”
No architect should be permitted to build for academe unless he or she fully appreciates that his or her building is an educational tool of sorts. New buildings should add to the academic ambiance and enrich the intellectual exchanges and solitary inquiries. They should never be a mere personal statement by the architect or a clever display of technical ingenuity or artistic fashion.
Campus facilities planners need to be sure that the architects they choose are able to incorporate surprise, touches of whimsy, elegance, rapture, and wonder into their constructions. This special campus aesthetic is definitely not a frill. It is what graduates remember decades after they have left the college, and what often prompts them to contribute money to perpetuate the delight. It is what captures high school juniors and their parents in their summer pilgrimages to numerous college campuses to select those two or three institutions to which they will apply.
I think the best way to preserve the particular values of the American college campus is through a three-pronged effort:
The first is to recognize that the village-like university campus is a unique American architectural creation. No other nation has adopted the “academic village” as an architectural and landscaping form, though the ancient Oxbridge colleges came close. Academic leaders should become more knowledgeable about the distinctiveness of their campus communities and more proud of and assertive about maintaining the values of this inventive form.
Second, universities should have a broadly representative and expert blue-ribbon committee to watch over all new construction, not leave it to the vice president for administration, a facilities planner, or a trustee committee. The campus environment should be guarded and enhanced as carefully as the quality of the faculty.
Third, each college and university should draw up a set of design guidelines to help it become a patron who can list what is essential in its campus architecture. These guidelines will differ from campus to campus, but nearly all institutions should include concern for the three fundamentals: academic purpose, human scale, and a special campus aesthetic. Architects can de- sign more effectively and sympathetically if they understand the expectations of the college.
Although these words were written in 1991, they remain true today as Montclair State University continues to grow its enrollment, academic programs, research programs…and the facilities that serve them.
Source: “Restoring the Values of Campus Architecture” by Werner Sensbach (who served for over 25 years as Director of Facilities Planning and Administration at the University of Virginia)
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The following is a quick reference guide to get you started understanding the jargon associated with green design and construction. We hope you find it useful.
One thousandth parts per million is the minimum disclosure threshold. Manufacturer measures and discloses all intentionally added ingredients and residuals that exist in the product at 1000 ppm (0.1%) or greater. These may trigger a GreenScreen Benchmark (BM-1 or LT-1) or Possible Benchmark 1 (BM-P1 or LT-P1).
Manufacturer discloses all intentionally added ingredients and residuals that exist in a product. This is the threshold that is required by current MSDS standards
One hundred parts per million is the ideal disclosure threshold. Manufacturer measures and discloses all intentionally added ingredients and residuals that exist in the product at 100 ppm (0.01%) or greater. These may trigger a GreenScreen Benchmark (BM-1 or LT-1) or Possible Benchmark 1 (BM-P1 or LT-P1).
Used for the installation, maintenance , cleaning and operations materials; including materials recommended by warranty. For example, if a carpet requires a specific type of adhesive. The adhesive would be the accessory materials.
the evaluation of the toxicological properties (hazards) of chemicals; evaluates exposure and risk assessment in relation to both environmental and human health scenarios.
disclosure of the health hazards associated with each ingredient; Portico uses a minimum set of authoritative chemical hazard lists against which ingredients are screened for human health and environmental hazards.
Asthmagens are substances that are known to cause or exacerbate asthma. Asthma is a complex disease, and there is not enough evidence to point to any single cause. Public health agencies often report dust, pet dander, environmental air pollution, tobacco smoke, respiratory infections, mold, exercise, and stress as common triggers of asthma attacks.
Health organizations have also identified a number chemical asthmagens, including many that are commonly used in building materials, such as floorings, insulations and cabinet substrates. These chemicals include: formaldehyde, toluene, styrene, BPA and certain phthalate plasticizers.
Despite better management of asthma through medication, improved outdoor air quality and a dramatic decline in tobacco smoking, the incidence of asthma has continued to rise, especially in children — and in particular among children who are living in poverty.
a list of chemicals and their association to human health or environmental hazards. These lists are created by an expert assessment of scientific evidence by a recognized authoritative body.
“Biobased” is a term used in the marketing materials of many types of products. While biobased technically describes a product made from a living material (soybean oil, wool, etc.) marketing materials may stretch this definition to include minerals or other naturally occurring materials that aren’t renewable, or suggest that an entire product is made of biobased materials, when in fact only a small percentage of the product is.
A class of chemicals that can generate foam in materials, such as those used in insulation, which later harden or solidify into long-lasting structures. Many are known to possess extremely high global warming potential; chlorofluorocarbons (CFCs) have been mostly eliminated from new production since the 2000s, but hydrofluorocarbons (HFCs) are still prevalent. Blowing agents, as a class of products used in building product manufacture, are in an active transition toward healthier and more environmentally friendly options.
chemical abstract service number is a unique numerical identifier for every chemical described in open scientific literature of elements, chemical compounds, polymers and other substances.
building industry recognized standard for categorizing building materials; http://csinet.org/numbersandtitles.
Can cause or contribute to the development of cancer.
identification and disclosure of ingredients and all hazards associated with ingredient components in the product/material formulation.
A profile of a generic, non-manufacturer-specific product type that contains: a brief description of the product type, the expected composition of the product based on publicly available sources, and corresponding health hazards inherent to this composition. Common Product Profiles (CPs) developed as part of the Quartz Project include additional information about the life cycle of the product, such as its contribution to global warming. See http://www.quartzproject.org/ for more information on CPs.
Can cause harm to a developing child, including birth defects, low birth weight, and biological or behavioral problems that appear as the child grows.
the level at which all intentionally added ingredients and residuals in the product/material formulation are disclosed (1,000 ppm, 100 ppm, or other). Different standards require specific disclosure threshold. MSDS (Materials Safety Data Sheets require minimum of 10,000ppm.
Can interfere with hormone communication between cells which controls metabolism, development, growth, reproduction, and behavior (the endocrine system). Linked to health effects such as obesity, diabetes, male reproductive disorders, and altered brain development.
this information can be found in an EPD, LCA, or other studies of global warming impact, carbon content, and embodied energy. We recommend providing this information (when available) because it will be helpful for LEED and LBC regional credit documentation and carbon accounting.
Flame retardants are chemical additives to building products that reduce their flammability. They are commonly found in textiles, plastics, coatings, finishes and foams. Halogenated flame retardants – those made with chlorine or bromine – are particularly toxic to human health, and the planet.
Flue-gas desulfurization is an environmental control technology installed in the smokestacks of coal-fired power plants designed to remove pollutants from the air. These controls are also called “scrubbers”. Once the scrubbers are full of sulfur dioxide, they are often used to create synthetic gypsum. FGD gypsum can be used in drywall, but also in concrete and other applications where mined gypsum can be used. FGD can contain heavy metals such as mercury that can be released into the air when it is incorporated into these products.
Formaldehyde is a colorless gas used as a preservative and disinfectant in the building industry, and in the manufacture of polymers. Formaldehyde is carcinogenic, irritates the eyes, nose, and lungs, and is known to react with other atmospheric chemicals to produce the deadly gas carbon monoxide. Formaldehyde is used in some paints and adhesives, in some fabric treatments, and, significantly, in the manufacture of polymeric binding resins used in a wide variety of building products. Phenol formaldehyde, urea formaldehyde, and melamine formaldehyde are all known to release formaldehyde over time long after product installation in residential and commercial spaces.
Can absorb thermal radiation, increasing the temperature of the atmosphere and contributing to climate change.
Known as “greenhouse gasses,” certain gasses have the ability to warm the earth by absorbing heat from the sun and trapping it the atmosphere. Global Warming Potential is a tool that allows scientists to compare the severity of greenhouse gasses based on how much heat they can trap, and how long they remain in the atmosphere. By using carbon dioxide for each comparison, a larger GWP number, the more a gas warms the earth, and contributes to climate change.
Look for GWP data on Environmental Product Declarations, and learn more about interpreting these numbers at http://www.epa.gov/ghgemissions/understanding-global-warming-potentials.
short for “GreenScreen for Safer Chemicals”, a chemical disclosure and assessment standard developed by Clean Production Action to rank chemicals along a four point scale between the most toxic chemicals and the most benign to guide substitution efforts.
also known as Health Product Declaration. It is a standardized format that allows manufacturers to share contents of their products, including any hazardous chemicals.
status marked for products that have a Health Product Declaration with full ingredient and hazard listings and a hazard translator with a disclosure threshold of 1000 or 100 ppm; can contain LT-1 scored components
status marked for products that have a Health Product Declaration with full ingredient and hazard listings and a hazard translator with a disclosure threshold of 1000 or 100 ppm; can NOT contain LT-1 scored components
status marked for products that have a Partial Health Product Declaration and have characterization of hazards and hazard translator for ingredients; exceptions are acceptable with a disclosure threshold of 1000 ppm
Hazard is an intrinsic property of a substance – its potential to harm humans or some part of the environment based on its physical structure and properties. We can assess the hazard of a chemical or material by reviewing the scientific evidence for the specific kinds of harm that a substance can cause (often called the endpoints), such as damage to the human reproductive system, or the onset of asthma. On HomeFree, hazards are displayed with a color indicating the level of concern for each one. Purple is the highest level of concern, followed by red, and then orange.
Because very few products on the market are made with ingredients that have no hazards, you should expect to see hazards called out, even for products that are considered healthier options. The trick is to compare hazards between products, and whenever possible, prefer the product with fewer hazards.
A disease symptom or related marker of a health impact on a human or other organism. Examples of human health endpoints include carcinogenicity (causes cancer), reproductive and developmental toxicity, respiratory sensitization, etc. Health endpoints are due to the inherent hazards of a substance, and are determined by authoritative bodies, such as the US EPA or the National Institutes of Health.
this means that an email letter has been sent to the manufacturer requesting information about a specific product. This IR may ask the manufacturer to share HPD type data, a GreenScreen Assessment, or a C2C certification in order to meet Google’s Healthy Materials criteria
each discrete chemical, polymer, metal, bio-based material, or other substance added to the product by the manufacturer or supplier that exists in the product as delivered for final use requires its own line entry and must account for over 99% of the total product. To add content you may enter it by using a CAS registry number, chemical name, abbreviations, common/ trade names, genus/species (for biobased materials), product or manufacturer name (for components)
list of product contents, ingredients
In biology, the term “lifecycle” describes the arc an organism undergoes from birth, through stages of growth and development, to its death. When applied to building products, “lifecycle”describes the arc that chemicals or materials take from the extraction of the raw materials needed for their creation, through their synthesis and inclusion in a building product, the period of time that the product is installed in a building, its eventual removal from the building, and its disposal/reuse/recycling at the end of its useful life. Products (and the chemicals and materials used to make them) often present human and environmental health hazards at any step in this lifecycle.
listing the ingredients and present chemical hazards of a product and optimizing towards safer materials
Can cause or increase the rate of mutations, which are changes in the genetic material in cells. This can result in cancer and birth defects.
the absence of any “chemicals of concern” in the product/material formulation.
Can contribute to chemical reactions that destroy ozone in the earth’s upper atmosphere.
Persistent, Bio-accumulative Toxicants; these are chemicals that are toxic, persist in the environment, bioaccumulate in the food chains, and consequently pose risks to the human health and environment
Does not break down readily from natural processes, accumulates in organisms, concentrating as it moves up the food chain, and is harmful in small quantities.
formerly known as the Healthy Materials Tool; is a new portal for entering and accessing building product data. Portico is a database that allows project teams unparalleled access to a vast selection of building products. Portico automatically screens manufacturer product information so that products are available in front of Google’s design teams right away.
Fully disclosed projected residuals based on process chemistry. This option is suggested for manufacturers without the capability of measuring actual residuals. Indicate the tool or other basis for prediction in the Disclosure Notes. The HBN Pharos tool is an example of a tool that predicts potential residuals.
share HPD information solely to Google, not to general public. If public, please share public URL in the transparency section
Can disrupt the male or female reproductive systems, changing sexual development, behavior or functions, decreasing fertility, or resulting in loss of a fetus during pregnancy.
the by-product of a reaction of two or more chemicals that are used in the manufacturing process; known as trace substances remaining in the product from manufacturing steps (such as monomers and catalysts) or contaminants that come with raw materials. Residuals can be known from testing as well as estimated from process chemistry assessment. Predicted from Process Chemistry definition noted above.
Can result in high sensitivity such that small quantities trigger asthma, rhinitis, or other allergic reactions in the respiratory system. This can can exacerbate current asthma as well as cause the disease of asthma.
review contents against authoritative chemical hazard lists. Health Product Declaration standard uses screening as a pathway to understand and assess products for any human health hazard endpoints.
a product disclosure and screening/assessment which is created “in-house” by the manufacturer of the product, and does not utilize a third party assessor.
an independent assessment body which is not affiliated with the manufacturer or the product.
Tints are a mix of pigments and other ingredients that give paints their distinct color. These tints can be a substantial source of VOC content in addition to whatever VOCs are in the paint itself. Darker and richer colors will tend to be higher in VOC content. Some manufacturers have developed low or zero VOC tint lines that can be used to insure that a low VOC paint product remains so even in dark or rich colors.
the level of product/material formulation information (including ingredients names and associated hazards) being shared by the manufacturer with the end users (i.e. public, third party, Google). Portico’s transparency category gives points to manufacturers who share product information (HPD) publicly rather than just to Google.
Volatile Organic Compound
provide the regulatory VOC content for liquid/wet applied product in g/L; if the VOC content has not been third party certified and there is no standard for the product, indicate “none” on the VOC content line. If the product is not wet applied, indicate N/A
emissions testing and certification for any product for which the current version of the CDPH (CA Department of Public Health) Standard Method provides emission scenarios
Volatile organic compounds (VOC) means any compound of carbon (excluding carbon monoxide, carbon dioxide, carbonic acid, metallic carbides or carbonates, and ammonium carbonate), which react in the atmosphere in the presence of sunlight.
assessments verified by an independent, third party assessor, in compliance with specific requirements pertaining to the standard at hand.
5 g/L cutoff threshold recognized by SCAQMD for products that are Zero VOC
parts per million (1,000 ppm = 0.1%; 100 ppm = 0.01%).
(Source: https://homefree.healthybuilding.net/glossary)
We would love to hear from you on what you think about this post. We sincerely appreciate all your comments – and – if you like this post please share it with friends. And feel free to contact us if you would like to discuss ideas for your next project!
Sincerely,
FRANK CUNHA III
I Love My Architect – Facebook
Thank you for all the support and encouragement over the years. Here are some of our favorite blog posts about technology and innovation related to the field of Architecture:
We would love to hear from you on what you think about this post. We sincerely appreciate all your comments – and – if you like this post please share it with friends. And feel free to contact us if you would like to discuss ideas for your next project!
Sincerely,
FRANK CUNHA III
I Love My Architect – Facebook
Architects need to continue to consider healthy living when designing private and public spaces. According to the sources cited below, the Well Living Lab aims to answer critical questions to make homes, offices and independent living environments healthier places. That means indoor environments could be altered to reduce stress and increase comfort, performance and sleep.
By understanding the interplay of elements such as sound, lighting, temperature and air quality, indoor spaces may be altered to address people’s specific and overall health needs. And by understanding how people’s behavior is shaped by their physical environment, facilities can be designed to maximize positive health habits and reduce negative influences. This ambitious three-year research plan is the start toward transforming human health and well-being in indoor environments.
(Source: http://welllivinglab.com)
WELL community functions to protect health and well-being across all aspects of community life. The vision for a WELL community is inclusive, integrated, and resilient, fostering high levels of social engagement.
Facilitates ambient air quality with strategies to reduce traffic pollution and reduce exposure to pollution.
Encourages drinking water quality, public sanitation, and facilities provisions with strategies managing contaminated water on a systems scale and strategies to promote drinking water access.
Facilitates fruit and vegetable access, availability and affordability with policies to reduce the availability of processed foods and providing nutritional information and nutrition education. Also includes strategies for food advertising and promotion, food security, food safety and breastfeeding support.
Supports maintained illuminance levels for roads and walkways and strategies for limiting light pollution, light trespass, glare and discomfort avoidance.
Integrates environmental design and operational strategies to reduce the risk of transportation-related injuries, mixed land use and connectivity, walkability, cyclist infrastructure, infrastructure to encourage active transportation and strategies to promote daily physical activity and exercise.
Facilitates strategies to reduce heat island effect with policies to deal with extreme temperatures and manage sun exposure and ultraviolet risk.
Facilitates noise exposure assessment with planning for acoustics, techniques to reduce sound propagation and hearing health education.
Supports strategies to reduce exposure to hazardous chemical substances in cases of uncontrolled/accidental release and contaminated sites and to limit use of hazardous chemicals in landscaping and outdoor structures.
Provides access to mental health care, substance abuse and addiction services and access to green spaces.
Supports health impact assessments, policies that address the social determinants of health, health promotion programming, policies that foster social cohesion, community identity and empowerment, crime prevention through environmental design, policies and planning for community disaster and emergency preparedness.
(Source: https://www.wellcertified.com)
Further Reading: You Know LEED, But Do You Know WELL?
We would love to hear from you on what you think about this post. We sincerely appreciate all your comments – and – if you like this post please share it with friends. And feel free to contact us if you would like to discuss ideas for your next project!
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I Love My Architect – Facebook
Thank you for all the support and encouragement over the years. Here are some of our favorite blog posts about the design process related to the field of Architecture:
We would love to hear from you on what you think about this post. We sincerely appreciate all your comments – and – if you like this post please share it with friends. And feel free to contact us if you would like to discuss ideas for your next project!
Sincerely,
FRANK CUNHA III
I Love My Architect – Facebook
The way you design your service experiences also makes an important impact on prospects and customers. Smart companies anticipate customer needs and are a few steps ahead of what comes next in the customer awareness through buying cycle. In this digital age, service and communication become the new commodity and it’s critical to design experiences to that model. Experience-based service begins with a process of communicating with customers and letting them initiate communications in return.
Getting personal with customers also enhances the customer experience. People like to buy from companies who they feel understand them and can anticipate their needs. Simple things like email birthday greetings or product suggestions based on past purchases tell customers that you remember them, value them and appreciate their business.
Intentional design is a powerful tool that provides a systematic method to explore a variety of customer interactions and touchpoints that move, engage and respond. Most of all, customer experiences have to be authentic and all touchpoint possibilities explored before recommending appropriate user design scenarios.
(Source: http://madplumcreative.com/enhancing-the-customer-experience-through-intentional-design)
Service providers are continually reshaping their offering in response to changing customer needs and demands. As customer expectations change, businesses need to rethink the experiences they deliver. Meeting new demands does not only require delivery of the right propositions – it also requires developing broader capabilities around the needs of people, across the entire ecosystem.
Most organizations are not designed to meet the changes that occur in their customer’s lives. Stable organizational structures, designed around the needs of the organisation, struggle to provide the flexibility needed to meet the demands of customers. These rigid structures constantly create barriers to customer interactions. They also impact customer loyalty as well as the businesses’ ability to offer more relevant products and services.
From business architecture to agile methods, organizations constantly try different approaches to move the organization forward and get closer to their customers. Yes, few organizations manage to truly connect with their customer and meet their needs. There is often a gap between what customers really need, and what the organization must be capable of doing. Bringing the customer perspective into traditional change disciplines bridges this gap and enables the organization to evolve its design around its customers.
The complex systems, processes and connections within many organizations make it challenging to understand how different teams and departments impact customers. Looking at your organization from the outside in, rather than from the inside out, provides insight into how customers see different departments working (together). Customers using a service are generally the ones who are exposed to the entire organization, and its vast amount of divisions, departments and groups. Seeing the organization through your customer’s eyes helps to build a true picture of the organization and its impact on the customer experience.
Shifting the focus from inside out to outside in helps build an understanding of the experiences customers demand through all their interactions with the organization. Using this knowledge, the right capabilities can be planned and delivered. Designing your business around the needs of people and shifting the organization to a customer first mind-set enables you to differentiate and grow sustainably.
Customer Experience Architecture Translated Into Organizational CapabilitiesThe customer experience architecture connects all aspects of the customers’ experience with the business and the organization. It maps the fluidity of customers’ needs and expectations, highlights major opportunities to have business impact and translates these into clear organizational capabilities. Understanding capabilities from a customers’ perspective helps determine which aspect delivers the core capabilities – people, process, system – and how this should be developed.
Adopting a customer experience architecture driven approach puts the focus on understanding customer journeys, channel integrations and fulfilment. Adopting this approach, as opposed to the traditional organizational capability perspective, ensures the architecture of the business grows and evolves in line with customer demands. In addition, a more flexible and cohesive structure enables the business to co-create its design – as well as its experiences with its customers.
A customer driven architecture provides the ability to design organizational capabilities from the customer perspective. By mapping how customers use and experience a service, it becomes clear how different departments and groups within the organization impact that experience. Collaboration of a variety of skills from different disciplines leads to a cohesive design, which delivers the experiences customers demand, across all key interactions and channels.
Keeping up with the constantly evolving needs of customers has become increasingly complex. To stay ahead organisations must start designing their structures and capabilities from the outside in, ensuring the business is evolves around the needs of customers. A customer experience architecture not only designs from the outside, it also brings you closer to your customers and their needs which ultimately allows for co-creating excellent experiences.
(Source: https://www.liveworkstudio.com/articles/customer-experience-architecture)
We would love to hear from you on what you think about this post. We sincerely appreciate all your comments – and – if you like this post please share it with friends. And feel free to contact us if you would like to discuss ideas for your next project!
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FRANK CUNHA III
I Love My Architect – Facebook
