In episode 323, host Mike Petrusky speaks with Bianca Angelico, Director and “Chief DayMaker” at On Verve, an innovative guest services company. The two talk about Angelico’s background in the facility management industry, current philosophies on caring for people in the workplace, and why one size does not fit all when it comes to end-user experiences. They also explore how communication is essential in creating a great guest experience and discuss the power of technology for enhancing the employee experience. Then they cover change management, including how it requires understanding human behavior and creating strategies that suit different personas. From there, Angelico shares ideas for creating fun moments in the workplace.
Agenda
- Role of facility management in creating end-user experiences
- Concept of “DayMaker” as opposed to facility manager
- Importance of communication in the workplace
- Use of technology and data in enhancing the workplace experience
- Role of change management in the workplace
What you need to know: Workplace takeaways
Takeaway 1: The importance of personalized end-user experiences
Because people have different needs and preferences, organizations need more than one solution.
“Everybody’s talking about end user experience, so how do you create that? And the key is that one size does not fit all,” explains Angelico. She then describes the use of different personas to ensure inclusivity and meet varying needs.
Her example: “… I love socializing. That’s why I go to an office, and I like talking and being creative. But I have other colleagues that don’t enjoy me interrupting them every five minutes. They like to sit there and do the work and have a good cup of coffee. There’re different drivers, and that’s where it’s key to have these different personas.”
Takeaway 2: Mindfulness in the workplace improves productivity and well-being
The role of facility management professionals is evolving to include delivering unique experiences. They now often play an integral role in ensuring individuals feel seen, heard, and valued.
“My team know everything about the building and about the end users that are in the buildings. Like, they’ll know if somebody’s going on holiday or they’ve just had a work anniversary, because they would have a card that they would write and say, happy work anniversary,” shares Angelico.
Takeaway 3: Understanding the human brain can enhance workplace performance
The pair discuss the power of data in enhancing workplace experiences. They suggested that more intuitive apps could use data to cater to individual preferences, providing a more personalized and satisfying experience.
“How cool would it be for the apps to be more intuitive? … So, if my desk is not available, instead of giving me a list of another hundred potential desks I could sit at, it gave me only three desks that were similar to and stated, “Bianca, we know you love to sit by the window located in this side of the building. There’s another desk located 50 meters away that’s also by the window. Would you like to sit here?”
Takeaway 4: The importance of fun and community in the workplace
It’s important to create moments of fun and foster a sense of community in the workplace because they contribute to a positive end-user experience and a sense of belonging.
Angelico explains: “So, for me, practical advice would be put on moments that create fun in the workplace. We always focus on the serious stuff, and that’s brilliant, and we should still do that. But 10% fun is what creates magic and what makes people feel they belong.”
It doesn’t have to involve big moves or large changes. “Stop thinking big. Maybe come back to thinking locally and small,” she says.
Workplace management insights
- One size does not fit all when it comes to creating end-user experiences. It’s essential to have different strategies for different personas.
- Communication has become increasingly significant in facility management. To create an experience, it must be effectively communicated.
- Technology is a useful tool in enhancing the workplace experience, but it is not the solution to everything. It should be used intuitively to meet the needs of the employees.
- Change management in the workplace should be inclusive and personalized to be successful.
- Small, local initiatives that create fun and community in the workplace can significantly impact the workplace experience.
Do a deep dive into more workplace insights by exploring all Workplace Innovator podcast episodes
