Purpose This study investigates the collaboration between service design and architectural design in user-centred workplace development projects, aiming to address knowledge management challenges and facilitate effective knowledge transfer. The primary goal is to identify operational environments that encourage interdisciplinary collaboration between service design and architectural design professionals. Design/methodology/approach This study uses qualitative research based on 26 comprehensive interviews with leading service design practitioners in Finland’s Built Environment sector, conducted before and after the COVID-19 pandemic. The grounded theory method is used to analyse the data, focusing on strategies for effective knowledge transfer. Findings This research identifies substantial challenges in knowledge management that arise from discontinuities in interdisciplinary interactions. The study outlines two primary organisational scenarios in the studied design projects: linear progression and concurrent design phases. It underscores the advantages of concurrent design phases in promoting effective knowledge transfer and collaboration. Key practices recognised for enhancing knowledge transfer include documentation, interaction and mediation. Practical implications Implementing the insights from this study can enhance interdisciplinary collaboration in workplace development, resulting in more innovative, efficient and user-centred work environments. Originality/value This study provides new insights into integrating service design with architectural design in workplace development, emphasising tailored knowledge transfer practices that enhance interdisciplinary collaboration. It contributes to a more comprehensive understanding of knowledge management in interdisciplinary design projects.
Gryada et al. (Wed,) studied this question.
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