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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.
Erdman et al. (Sun,) studied this question.