Managing End-user Experience in Office Fit-out Projects

Construction project management predominantly focuses on meeting technical specifications, schedules and budgets, whereas service quality is commonly neglected. Therefore, managing the process from the end-user's perspective provides considerable potential for improving project success. Customer experience management(CEM) guides service providers to make the service as easy and valuable for the customer as possible. This paper explores the potential of CEM in an office fit-out projectin Finland and presents a process model to support future projects.The CEM process was collaboratively designed by a construction management consultant and aFinnish governmental property owner. The work involved a series of workshops, interviews and a pilot project. The results show that CEM requires multi-functional collaboration, new management practices and a cultural shift in construction management. In future projects, the created process model may significantly ease the efforts requiredto plan end-user experience management.