February 3, 2021 @ 1:30 pm – 2:30 pm
Zoom Meeting
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LCI Los Angeles & Orange County CoP

Voice of the Customer is a central Lean tenet, yet it has not been well developed in the Design and Construction Industry. The Tech Industry has made User Experience Design (UXD) a core value, with a culture, techniques and results that speak to an approach that is manifested in software, hardware, brand and yes, architecture. Design Strategy and Design Thinking have also long involved the voice of the user in the process. Inclusion is one of the major societal goals of our time. This session will explore UXD and User Research as a method to better include different voices in the built world. Attendees will get overviews of UXD and Design Strategy especially as it relates to Lean and learn a process to better incorporate diverse Customer Voices in our work.


Stan Chiu, AIA, DBIA, LEED AP, is Director of Healthcare for Gensler’s Los Angeles Practice, collaborating with diverse studios to serve fundamental human needs. He brings over 25 years of experience in complex projects focused on the Health, Wellness and Education sectors for clients such as Sutter Health, Samsung, UHS, the University of California and the Mayo Clinic. A leader in Lean Design and Integrated Project Delivery (IPD), Stan believes in the power of respect for people and continuous improvement. His projects have been recognized for design excellence including National AIA and SCUP Honor Awards. Stan serves on professional and institutional boards including the Lean Construction Institute.