Feedback Case Study: Discovering Expectations Early

Feedback collected early in a project’s lifecycle critically affects many projects to better results. Marc Christopher and Jason Byrd, architects at Phillips Architecture in Raleigh, NC, share an experience that occurred in the schematic design phase of a new activity center for a local church.

Having used a previously successful process to collect programming information about the project, Marc and Jason met with the client to review the initial schematic designs. The meeting went smoothly, and both left feeling the project was on track. However, after a survey was sent to the eight participants, two attendees rated the efforts “needing improvement.”

Surprised, Jason quickly followed up, and discovered that these project participants hadn’t been through an architectural project of this nature before – and therefore had no basis to set expectations for what a schematic design was, nor what the deliverables from that phase included. After some discussion (and education) everyone was up to speed. Subsequent surveys revealed a very high level of excellence, consistently exceeding the client’s more informed expectations. The project resolved successfully. Of the experience, Jason says, “Had we never sent a survey requesting feedback, we would have been oblivious to the client’s feelings as to where we stood to date.” Armed with this information, Jason could adjust expectations accordingly by walking through the project’s process clearly.

Taking the lesson learned more broadly, Marc and Jason now approach new projects differently. Rather than take for granted an understanding of the architectural project’s process and deliverables, an initial project conversation is held to:

• Clearly quantify expectations for the next deliverable.
• Establish a clear timeline to meet those expectations.
• Communicate any deviations in advance.

“While these items may seem obvious, we sometimes take for granted that we are delivering in accordance with our clients expectations, ” says Marc.

Recent projects have accordingly seen consistently high marks across the board, as the improved processes are taking place.