Re-imagining client learning and knowledge sharing of architectural services through a multi-layered journey map tool

Purpose

In this paper, we investigate the current conditions as well as possibilities of a better interaction between architects and user–clients in the Belgian single-family housing context. We specifically focus on issues around client learning and knowledge sharing of architectural services.

Design/methodology/approach

Following the research through design methodology, we report on a co-design process converging towards a multi-layered journey map tool. We analyze the discussions held between architects and user-clients during “Ideation & Design” workshops that led to this specific tool idea, within a broader co-design process context.

Findings

In terms of client learning and knowledge sharing, there is a need for (1) sharing the process knowledge, (2) clarifying responsibilities and missions of both parties and (3) considering different levels of engagement of user-clients. Current ways of interaction around these issues are mostly based on verbal exchanges during meetings and written explanations in contracts. In terms of future expectations, it has been revealed that both parties are in favor of (1) keeping the relationship trustworthy but informal, (2) using visual ways of representing the architectural journey and (3) providing additional “pedagogical” support when needed.

Originality/value

Our work not only discusses current practices regarding client learning and knowledge sharing of architectural services but also highlights the future-oriented aspirations of architects and user-clients. It proposes actionable design criteria and a multi-layered journey map tool to support the relationship between architects and user-clients, both transferable to architectural education.

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