2–5 February 2021


Student Forum

Service delivery of architectural design services: An experience-centric analysis


Presenting Author(s): Linus Tan
05 February 2021

Please be aware that multiple presentations will take place during this session commencing at 06:45PM AEDT and share the same zoom link. Check how presentations are clustered in the program spreadsheet when adding the calendar.

How architects provide their design service to clients have predominantly remained unchanged since the professionalisation of the architecture practice. Paradoxically, what the architects provide in each of these services are customised to each client. Since the architect’s unique designs are concealed by standardised service delivery, how will clients know which firm to engage? This begs the question; how can architects set their services apart from their competitors?

This study uses an experience-centric service framework to investigate how residential architecture design service in Australia is delivered to clients. It uses the Experience Design Board (Lim & Kim, 2018) as a tool to visualise the service delivery process. By examining the service delivery touchpoints and its effects on clients, the study shows the plurality of areas where architects can differentiate their service delivery from other architecture firms.

Europe (CET): 5th February 2021 8:45 am to 9:30 am

US (EST): 5th February 2021 2:45 am to 3:30 am

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Linus Tan
Linus Tan
Swinburne University of Technology

Linus is doctoral candidate at Swinburne University of Technology, School of Design. His research is on how architects use tacit knowledge (experience and expertise) to improve their business practices.

His approach to solving complex and ambiguous problems is informed by his architectural training, while his execution of solutions is guided by his working experience in coordinating operations for the military, fabrication and design industry.

He applies this unique set of knowledge by helping individuals navigate unknown scenarios to identify business opportunities and does so by running workshops in design thinking, practice management and creative entrepreneurship.