1. Outline Business – Q’s on ER? – team meeting with me? Activities – Web Models – Physical Models – Exercise

2. Places Where Work Occurs Floor-plans, wall-plans, building plans, even desk lay- out Use a diagram or photo, annotated to indicate function, contents, paths, breakdowns Only include items or aspects that affect tasks and how they’re performed – tools, furniture, artifacts, empty space, etc. Also include travel or “flow” – traffic flow (or barricades), sight lines, communication lines, etc. Breakdowns Note that some physical problems may be solved by non-physical means, and vice versa.

3. Breakdowns Not enough – work space, meeting space, screen space, storage space, privacy, “over-the-cube” communications, organization of materials, etc. Too much – stuff, noise, work in process, interruption, travel to needed places or tools, etc. The wrong – spaces, tables, counters, ergonomics, mis-match of arrangement and workflow, etc.

4. Consider… (1) Lines Think about all the lines you wait in. – airport security, asking questions about a prescription at the pharmacy, picking up theatre tickets, checking out at the grocery store, Disneyland ride lines, etc. What are the design requirements of each? – e.g., airport security requires space for luggage and packing/unpacking – pharmacy lines require ??? – Disneyland lines require ??? What makes them work or not work? – breakdowns – physical solutions – non-physical solutions

5. Consider… (2) Talking to a colleague at the next desk, cube, office Are there times it is helpful to talk while working? Are there times when it isn’t helpful? How does the office or workspace layout, and the type of furniture, encourage or discourage communication and collaboration? How does it discourage it?

6. f-to-c shelves of inv floor-to-ceiling shelves of inventory above-desk shelves of inventory floor-to-ceiling shelves of inventory file cab work table desk & computer chair overflow inventory on floor bin RETURNS BIN Hidden from sight, no visible trigger To store The Stuff Shop Office/storage room X

7. The Story of the Stuff Shop The Stuff Shop sells stuff. Half of its sales are in the small bricks-and-mortar store, and half are through its website. The back room of the store serves as the business office, the workroom, the shipping room and to hold inventory that doesn't fit in the store. There isn't enough room on the shelves for all the inventory. The overflow is truly over-flowing onto the floor. Sometimes dis-satisfied customers return an item they ordered through the website. Returned items must be processed to a) return them to inventory and b) credit the customer's credit card. When an item is returned, it is placed in the returns bin that is on the floor in a corner of the back room. Any staff member with a few spare moments should check the bin to see if there are any returns to process. At any moment, there may be up to 30 items in the bin. Returns aren't being processed in a timely manner. Customers have to call or email to get someone to dig through the bin to find their returned item and process it. The delay impacts the accuracy of the store's inventory, accounts, and customer good-will. The physical model reveals the problem. Because the bin is tucked away out of sight, there is no trigger to remind staff members to process the returns. There is always something else (such as tidying up the inventory storage) that catches their attention. How would you solve the problem? Remember that there may be physical and/or non- physical solutions.

8. One room, many functions The primary use of 307 Manning Hall is as a classroom. But it is also used for committee meetings guest lectures seminars award luncheons viewing room for ACC basketball tournaments other purposes? Select 1 use (it doesn’t have to be from this list) for 307, and draw a physical model illustrating how it fits (or doesn’t fit) with the information and physical requirements for that purpose.