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Creating dynamic environments for the hybrid work experience : A case study of repositioning the Cambridge Consultants Boston office
Corporate Real Estate Journal,
14
(1),
36-65
(2024)
Abstract
The COVID-19 pandemic accelerated the transition to hybrid work, leading to increased office vacancies globally. However, many companies grappled with the challenge of creating hybrid work models that provide staff-desired flexibility while enabling effective social connection and appropriately using physical space. The employee experience is multifaceted, involving interpersonal, occupational, physical and technological factors. Human-centred design strategies are essential for fostering well-being, satisfaction and organisational performance. Investing in workplace design fosters employee satisfaction, productivity and talent retention; influences client interactions; and strengthens the connection between employees and organisational identity. The case study detailed herein focuses on Cambridge Consultants, a research and development consulting company, navigating this transition. The company underwent a thorough assessment from autumn 2021 to autumn 2022 to develop an ideal space for their new Boston-based North American office, emphasising participatory design to support the evolving demands of the hybrid work model. The relocation process involved an extensive discovery phase, including surveys, focus groups and envisioning sessions to gather insights from staff. The design development phase further engaged staff, seeking feedback on various design concepts, finishes and layouts. The company’s commitment to inclusivity and transparency extended to change management efforts, which included shifting from assigned desks to a hotelling model. The new office design prioritised innovation, connectedness, flexibility and belonging, aiming to fulfil the staff’s vision for a dynamic and inclusive workspace. Features such as an inviting lobby, staff and project showcases, variable furniture and room options and interactive walls contributed to the vision. A post-occupancy survey in autumn 2023 revealed overall positive perceptions of the new office and considered it conducive to cross-collaboration and creativity, but highlighted challenges such as setting up hotelling desks to meet personal preferences and transit-related factors affecting office attendance. The case study emphasises the importance of ongoing staff engagement, usability assessments, and a holistic understanding of real-world context. Future research is suggested to analyse the impact of hybrid work setups on operational performance metrics and the relationships between commuting complexity and perceived value in going to the office.
Keywords: interior design; hybrid work; office design; commercial real estate; flexible work arrangements; workplace; technological integrations; right-sizing; human-centred design; inclusive design
The full article is available to subscribers to the journal.
Author's Biography
Adrienne Erdman LSSGB, is the Director of Design Research for EwingCole, where she applies her experience as an applied researcher, workshop facilitator and human factors specialist to various projects. She collaborates with architects, engineers and designers throughout the built environment process to create innovative evidence-based and human-centred designs. Versed in various qualitative and quantitative methods, she generates and leverages data to uncover stakeholder needs, identify design and operational solutions fit for purpose and assess effectiveness and efficiency. Her work includes healthcare, science and technology, workplace and K-12 education. Adrienne holds a Master of Design Studies in Design for Human Health from Boston Architectural College and a Bachelor of Science in biomedical engineering from Georgia Tech. She is a member of the Association of Medical Facility Planners, Environmental Design Research Association and Trauma-informed Design Society.
Gable Clarke LEED AP, NCIDQ is an equal majority owner of SGA, and leads the company’s interior design practice and human resources (HR) department. She cultivates strong client relationships while mentoring staff members and guiding them to success. Over the course of her 20+ year career, she has developed a reputation as an ambassador for the industry and a nurturer of talent. Gable excels in establishing trust with clients and in facilitating communication between all stakeholders on each project. These efforts pave the way to a consensus on design direction that ultimately results in the transformation of spaces into inspiring, purpose-driven environments. Gable’s focus on trust and communication informs internal SGA efforts as she spearheads numerous HR initiatives to enhance SGA’s culture and promote employee engagement and retention. In recent years Gable has continued to receive prestigious honours, such as the Leadership Award of Excellence from IIDA New England and inclusion in the Boston Real Estate Times’ list of 10 Outstanding Women in Commercial Real Estate. Furthermore, the growth of SGA’s interior design practice under her supervision led to the company’s designation as one of Interior Design’s 2022 Top 100 Giants of Design. Gable holds a Master of Science in interior design from Florida State University and a Bachelor of Arts in communications from Milligan College in Tennessee.
Kaitlyn Gannon NCIDQ began her career at SGA as an intern and was quickly appointed to a full-time position within the interior design department. She cannot imagine a better place to hone her skills and gain experience. As she explains, SGA is neither too big nor too small, which translates into the right blend of autonomy and training opportunities. She also appreciates her colleagues, who foster an upbeat atmosphere, and the variety of projects. Her colleagues, in turn, admire her patience — a valuable attribute in the design field. Most of her work involves corporate interiors, but her responsibilities vary from project to project. On larger assignments, Kaitlyn focuses more on production, whereas on faster-paced smaller ones, she plays a major role in design development. In every instance, she looks forward to seeing a design evolve from the initial planning stages to a project’s culmination. Kaitlyn received a Bachelor of Fine Arts from Suffolk University in Boston.
