Post-occupancy evaluation (POE) is a structured and systematic analysis of the performance of a building measured against specified objectives or standards. A client or building manager may use post-occupancy evaluations to compare buildings in their portfolio or to assist in gathering feedback that will be useful for future projects. If it is known that a POE is to be undertaken after completion of a project, the assessment criteria should be stipulated in the project brief. This will assist the consultant team in the design process and in maintaining the appropriate project records.
An architect could use post-occupancy evaluations to develop their understanding of what works best and to enhance their expertise with particular building types. Building researchers may use post-occupancy evaluations to gather general knowledge about buildings and their performance.
Post-occupancy evaluations for these purposes are generally conducted once building use has settled, say at least six to 12 months after occupation, and may be carried out by the architect or some other party with relevant expertise.
Alternatively, post-occupancy evaluation may focus on the project delivery process itself. A facility manager may wish to evaluate the service delivered by different design and construction professionals, or architects may wish to evaluate what worked best or what can be improved in their project delivery approach. Such post-occupancy evaluations are best conducted reasonably soon after occupation, while events are still remembered and the project team is still together.
Methodology
To be most useful, post-occupancy evaluations should form part of an ongoing process for improving the delivery and quality of buildings. A clear statement of the purpose of the post-occupancy evaluation is essential.
Post-occupancy evaluations can be quick and simple or highly specialised research studies conducted over many years. In either case they are only as useful as the means by which the findings inform future project delivery processes.
The generic methodology for a post-occupancy evaluation should be:
- define objectives and purpose
- undertake background research
- collect field data
- analyse and compare data
- identify major issues and findings
- link findings to feedback process
Background research should include the collection and study of existing documents, such as feasibility reports, value-management or design-review reports, cost plans, contract documentation, progress reports, site meeting minutes, etc.
Data collection techniques may include:
- questionnaires
- participant interviews
- expert walk-through
- observation
- 3 + 3 surveys (where users are asked to list three positive and three negative aspects of the project, useful for giving some balance between good and bad aspects)
- workshops
- discussion, often with the one major user (unlike sociological surveys, post-occupancy evaluations have a small sample size)
Evaluation criteria
Where a POE is intended the evaluation criteria to be used for the POE should be established at the outset of the project and should be included in the project brief.
The evaluation will generally include some or all of the following:
- building technical performance measured against specified standards
- user satisfaction
- fitness for purpose
- satisfaction of the brief (which may be an assessment of the adequacy of the brief)
- achievement of expected financial or investment outcomes
- process for project delivery
- effectiveness of the architect/client management procedures, and
- ongoing or lifecycle performance
Conduct of a post-occupancy evaluation
A range of techniques should be employed to best discover issues. During the process, criticism of specific individuals is undesirable and counter-productive. A balanced assessment of negative and positive aspects should be stressed. If the original design/procurement team is involved, ensure that the process is managed such that they do not need to be defensive about identified problems in the finished product. Feedback from users is essential for a thorough outcome.
Post-occupancy evaluations are often not pursued more effectively because:
- project teams disband and organisations quickly move on to the next project
- long design and construction timeframes may be involved, and factors influencing the project may no longer be applicable
- there is unwillingness to expose projects to criticism where shortcomings have been identified
- an increasingly litigious society may see post-occupancy evaluation findings as libellous
- ongoing funding is often not available
- there is no effective mechanism for developing a collective reference system, unlike the extensive case histories of the legal and medical systems
Useful post-occupancy evaluations require:
- the dedication of those involved
- proper resources and time
- access to all relevant information and personnel
- a well-considered presentation of the findings
- a commitment to apply the knowledge to future projects
Even simple, relatively informal post-occupancy evaluations, however, will provide benefits to architects by getting back in touch with clients and building users to ask how the project performs, how they feel about it, what works well and what could be improved. In some cases, the involvement of the architect at this stage is useful in solving problems which may have arisen since occupation or to explain how elements of the building are intended to operate.
Resources
Office of the Victorian Government Architect – 'Government as Smart Client', 2.18 Post-occupancy evaluation
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