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Post-occupancy evaluation is the architectural process of systematically documenting how buildings support and frustrate people. The evaluations

highlight what works for the broad range of stakeholders after buildings are occupied. The findings are used to fine-tune buildings, adjust the ways people use them and improve the next generation of buildings. Evaluations are also used in briefings for refurbishment projects.

Each evaluation involves walkthrough inter-views with people who have an interest in the building. They include occupants, customers, designers, builders or maintenance people.

Location preferencesEach evaluation interview starts at the building’s entrance, where access and relationship to features around the site are discussed.

Buildings sited within an easy walk of public transport, shops and amenities are consistently praised. Those near railway stations and bus interchanges are particularly highly regarded. Conversely, remote sites are a long-term problem for staff, their customers and other users.

Design for subliminal wayfindingIdeally, people should be able to ‘read’ buildings without being distracted from their conversations and thoughts. Well-designed wayfinding is particularly important in buildings that regularly accommodate people who are nervous, stressed or traumatised, or first-time visitors (such as tourism venues and hospitals).

Architectural cues should be used as the primary means to guide people around buildings. As many cues as possible should be used, for example:

locate destinations in logical positions ❚

make destinations visible from approach ❚

pathsdesign so occupants can subconsciously ❚

‘read’ buildingsorientate people with sightlines to landmarks ❚

use sensory cues (light, sound, smell, ❚

character and/or feel).Where signs are necessary, it is helpful if they are oriented perpendicular to the line of sight and use language that will be understood. Visitors are critical of signs that are encrypted with inhouse jargon.

Make stairways obviousOccupants often complain about waiting for lifts, maintenance problems and service delays.

Many buildings evaluated over the last 25 years contain hidden stairs that are designed to be less convenient or attractive than the lifts. However, stairs are preferred by many able-bodied people when moving 1–3 floors. Stairs should be obvious, attractive, convenient, easy to use and light. Particularly successful stairs have been found to offer casual meeting places, which help informal office communication.

Opening windows are appreciatedOccupants generally rate air quality as one of the three worst aspects of mechanically ventilated buildings. They report illness, discomfort and productivity losses from drowsiness and absenteeism, which they had not found in their previous naturally ventilated buildings. Complaints usually include coughs, colds and discomfort from hot/cold, drafts, stuffiness and/or rapidly changing temperatures. Some-times problems with HVAC machine noise are also reported.

Light switches and sensorsUser-friendly switching helps staff remain focused on work, particularly when they are starting a meeting or presentation. Switch arrangements that fail basic (user-friendly) principles of universal design can be baffling. Simple on-off switches are preferred, with dials where dimming is needed. Repeated inconvenience has resulted from sensor switches that:

fail to switch on until people reach the centre ❚

of (dark) spacesblack out workspaces after short periods of ❚

inactivityblack out occupied spaces. ❚

desIgnIng user-frIendly buIldIngsa building’s design is determined by many regulatory, financial and operational drivers, but once completed how does it work for its users? here are some key lessons from recurring successes and failures found in commerical and public buildings.By chris Watson, Architect, www.PostOccupancyEvaluation.com

cOmmErcIAL BUILDINgS

Occupants preferred simple on-off light switches, with dial dimmers if needed.

Drains on wet areas need to be at the low point of the floor. The ball is showing this drain isn’t at the low point of the floor.

BUILD June/July 2009 39

Excessive lighting should also be avoided. Migraine headaches have been attributed to over-lit offices. Occupants have also drawn attention to difficulty in reading projection screens, whiteboards and computer displays under excessive lighting.

Although it may be technically simple to correct these faults, it is often administratively difficult for occupants to initiate repairs.

Future capacityBuilding projects frequently take several years from conception to occupation. Sometimes occupants are disappointed that buildings are completely full upon opening, leaving no capacity to accommodate the organisations’ anticipated growth in the short term, let alone decades ahead.

A better option can be to oversize buildings and lease out parts that aren’t initially needed.

Wet area floor fallsPonding in bathrooms and on paving around buildings is reported on some buildings. This water on flat floors in shower/bathrooms is a nuisance and a health and safety risk, and it can damage building materials. In one evaluation, an office kitchen floor drain was positioned at a high point so overflow damaged the property of another tenant below.

Helping create green buildingsIn post-occupancy evaluations, building quality is examined in terms of how well buildings support stakeholders’ work and wellbeing. Consequently, the evaluation’s most important environmental benefit is to help extend the building’s functional life.

A secondary environmental effect is identi-fying unnecessary environmental impact, for

example, inefficient use of lighting or excessive heating.

Thirdly, when energy is wasted and organi-sational performance is reduced, the problems are compounded. For example:

staff on sick leave due to migraine ❚

headaches attributed to excessive office lightingmeetings disrupted by air-handling machinery ❚

noisestaff leaving work because of illness or ❚

discomfort with air quality.Several green and green star buildings in New Zealand and overseas have been evaluated. Stakeholders value the green intentions, but report a broadly similar range of experiences as those found in other buildings.

Where occupants suffer from discomfort, illness and productivity losses, typical of those reported in mechanically ventilated buildings, there has been a backlash against green buildings. Our advice for buildings in New Zealand’s mild climate is to consider incorporating well-designed opening windows.

Improving building stockBuildings achieve their function when they are fit for the purposes of those who will use them. Organisations use stakeholders’ post-occupancy evaluation experiences of previous buildings to inform future projects. The result is constant improvement and adaptation to change.

The former Government Architect established the post-occupancy evaluation programme in 1978. That work continues to inform organisations seeking the best performance from their buildings. New Zealand is a world leader in this field and exports these services to Australia and Europe.

Obvious, attractive, easy to use, well-lit stairs offer opportunities for informal communication.

Fewer air quality issues are experienced with well-designed opening windows.