Workspace: A Wicked Problem, by Scott Francisco, DEGW North America
“What is the best workspace for our organisation?” This is the stated or underlying question that hundreds of clients from around the globe bring us every year. After decades of research and accumulated expertise we have a simple answer: Take variable ‘x,’ multiply it by ‘y,’ divide by ‘c/e+a,’ add two thirds of ‘d2‘.This will derive the optimal workspace for any organisation.
Wouldn’t that be incredible? Of course, nothing could be further from reality. Finding the right solution for workspace is a “wicked problem.” The process is not mathematical, linear, or rational. It is based simultaneously on meaning and markets, values and regulations, cultures and techniques – and each of these is in constant flux!
A Wicked Problem was originally defined in 1973, the year DEGW was founded, as “messy, circular and aggressive,” Wicked problems are characterized by complex interdependencies, contradictions, and changing requirements. Global warming, urban planning, national healthcare policies, terrorism, or the spread of epidemics are all current examples. These are problems that are anything but linear: problems so complex we have trouble just defining them. So at least the workplace is in good company!
Here are some competing workplace demands that organizations typically contend with:
- Space is fundamental to the identity, operation, and culture of our organisation.
- Space is very costly to our organisation and the environment.
- Good space helps us attract better talent.
- Our organisation is complex – diverse skills, preferences, and social groups - each with different needs.
- Standardisation of space helps cuts costs and saves time.
- Customisation improves performance and adds to people’s sense of value and belonging.
- New furniture looks and performs better [than our current/old furniture].
- Disposal/manufacture of furniture is immensely taxing on the environment.
- Better technology can help us to manage complex information and communication.
- Time wasted in electronic communication and technology upgrades is one of our greatest complaints.
- Paper is messy and wastes valuable space.
- I need a place for my stuff that is close at hand.
... and the list goes on!
Are any of these concerns wrong? Of course not! Workspace issues are wicked problems, with no easy solutions. It goes without saying that solving wicked problems takes a special approach. (See also “nailing Jell-O to the wall” or “herding cats.”). DEGW consultants take some pride in the toughness of their daily challenge: helping organisations create better workspace.
So, how do we maintain our edge? Without easy answers, there are keys that help us, and ultimately our clients, to unlock better design choices for their organizations. While these may seem obvious, we should never take them for granted: the deep and diverse experience of our people, an ability to see problems from multiple viewpoints both quantitative and qualitative, the use of dialogue as a primary source of relevant information and knowledge, the power of using design as a tool for thinking, and the creation of innovative tools that help us visualize, measure and communicate. Perhaps most significant is the in-depth focus on the user of the workplace – it is their wicked problem we want to solve.
The wicked problem of organisational workspace will never be solved, but instead will continue to morph as a result of constantly changing environments and sheer human inventiveness. Our job at DEGW is to equip ourselves with the skills and experience necessary to help our clients see the problem as clearly as possible: to take hold of their values, aspirations, and objectives, understand the possibilities of different choices, and finally, help them to achieve change that matters.