Tradeline Space Strategies 2021: Let's Get Phygital

COPYRIGHT © 1976-2021 BURO HAPPOLD. ALL RIGHTS RESERVED
Let's Get Phygital:
The Phygital Building Playbook
for Hybrid Working and Learning
October 2021
+

INTRODUCTION
2

▪ Attract and retain an agile
workforce
▪ Create magnetic user
experiences that draw people to
places
▪ Support health, well-being and
productivity
▪ Increase operational efficiency
▪ Future-proof the infrastructure
▪ Increase
sustainability and resilience
▪ Increase equity
Goals for Hybrid Working and Learning
Google Workplace R+D, Image: New York Times.

▪ Additional operational support often
required
▪ Hybrid interactions un-level the
playing field
▪ Flexibility has benefits but comes at
a cost
▪ Fragmented industry complicates
procurement
▪ Proprietary formats and limited
interoperability
▪ Constant updates and shifting
cybersecurity landscape
Colorado State Mosaic Classroom
Harvard Business School Digital Deck
Challenges ofHybrid Working and Learning

The Phygital
Building Playbook
5
Monitor Space &
Technology
Conduct User Research
Mange Change
Capture Data
Select Technologies
Align Technologies to
Needs
Define Cultural Norms
Connect Technologies &
Space
Update and Upgrade
A flexible approach to getting
the most from your space and
technology to better support
your people learning and
working, wherever they.

CONDUCT USER RESEARCH
6

Gather Quantitativeand Qualitative Data
Use a mix of methods to gather data on users and their needs.
Combine subjective/objective and internal/external data.

Create Insights Through Personas and Journey Maps

Quantify journeys and use cases
by coding activities like classes.
Considerations for forecasting:
▪ Quantity of people
▪ Modality such as fully in-person,
synchronous hybrid, or blended,
or fully-online
▪ Mix of what % of people and/or
activities will be in-person vs.
online
Forecast Usageand Needs
9

DEFINE CULTURAL NORMS
10

Identify the pain points that you
need to develop norms for and
prioritize them with people.
Minimum considerations:
▪ How you’ll share and see
information
▪ How you’ll see each other
▪ How you’ll monitor chat
▪ How you’ll facilitate the
discussion (i.e., raising hands,
creating space to participation)
▪ How you’ll ensure equity
Define the Cultural Norms for Hybrid Work
11

Create the norms to address the
pain points with the users and
communicate concretely.
Considerations for
communications and training:
▪ Principles and values not rules
▪ Employ positive/negative use
cases
▪ Consider role-play to create
shared understanding as part
of training
▪ Make it memorable and fun
Develop and Communicate Norms
12

Establish a baseline and measure the
performance of the norms against it.
Considerations for assessment:
▪ Combine qualitative and
quantitative data
▪ Combine subjective and objective
data
▪ Think in terms of tiers of data from
(easy to hard): utilization,
satisfaction, and impact
Measure, Monitor, and Scale up Success
13

SELECT TECHNOLOGY TO
MEET NEEDS
14

The Value of Phygitalfor Real Estate
Top Line
Bottom Line
Adaptation Resilience
Health, Wellbeing & Productivity
▼28% sick days
▲24% job satisfaction
▲5% productivity improvement
Building + Estate Management
▼25% lower maintenance
▼5-15% occupant complaints
▼5% cleaning costs
Understand | Reduce Space Needs
▼ 20-40% space per head
▲15-25% car park utilisation
▼ 10-25% infrastructure planning
Energy Performance
Energy drift 10-30% in 1-2 years
▼ 5-15% new build
▼10-40% existing build
▼Utility bills and carbon emissions
Enriching user Experience
▲Collaborative environments
▼Personal assistance: People,
events and tasks, digital wayfinding |
AV
▲Security: physical & virtual
Optimise
Reorganise | Agile working
▲ Utilisation by 20-40%
Space
Optimisation
1
2
3
4
5

Develop a Frameworkto Support your Value System
16
Engage
& Enrich
User Apps
Flexible Space
Space Analytics
Facility Optimisation
Operational Efficiency & Resilience
Functional, Secure & Safe
Staff tracking & location basedservices,
staff feedbackmessaging,social media
sentiment reporting,community social
walls and messaging, FMengagement,
buildinginformation
Personalisedinterfaces: Temperature &
lightingcontrol,people finding,
navigation,amenities, parking
Flexible/ mobile workingplatforms, event
planning, roomboking& automation
Building utilisation, spaceutilisation, over
crowding,underutilised spaces,people
flows
Automateddemand response,renewable
integration,automatic fault detection and
diagnostics, smartgridintegration
HVAC, lighting, water predictive
maintenance, issue tracking,fault
detection,safe operations.
Physical accesscontrol, life safety,
wellness,cyber security
Reaching higher Value Landlord
Smart
features
extended by
tenant
common /
flex space
Tenant
Smart
Ready
Infrastructure
Base
Building
Systems

Simplify to Amplify Selected Focus Areas
17
Facilitate Communication
with Operations
Community
Engagement
Frictionless Experience
& Increased Productivity
Environmental
Comfort & Control
Securely Manage Parcel
Deliveries & Storage
Lean Operations &
Automated Workflows
Building Diagnostics
for a Greener Future
Future Resilience &
Adaptability
Attraction /
Retention of Staff
Space Insights for
an Agile Workforce
Support ESG
Reporting
Improved Health &
Wellbeing & Productivity
Enhanced User
Experience
Continual Operational
Improvement
Outcome Based Business
Performance
+ =

SELECT TECHNOLOGIES
18

COPYRIGHT © 1976-2021 BURO HAPPOLD. ALL RIGHTS RESERVED 19
BMS Protocols
Lighting
Access
FAS
MSI
Researching the Technology Landscape

Digital Twin
Open architecture and data governance to query,
manage and optimise the portfolio or workplace –
leveraging landlord or tenant intelligence
Fault Detection & Diagnostics
to autonomously optimise
energy, comfort and operations
Smart Ready Infrastructure
Open and interoperable infrastructure
for future smart use cases
Digital Wayfinding:
Carparking, office,
meeting room,
hot desk, facilities
Contactless Access:
From building entry,
sign in, security gates,
lifts
Visitor Management
System:
Seamless registration,
reporting and analytics
of your visitors
Smart Lockers:
Contactless access,
staff day lockers, visitor
bag drop off etc
Smart Car Park & EV:
Access controlled parking
and dynamic EV charging
Environmental Controls:
Personalise your environment
through contactless
interfaces to match
environment to activity
Space Insights:
Analyse space use through
heat maps Occupancy KPI
reporting and analytics
Indoor Air Quality:
Air quality detection and
adjustments enhancing
staff health, well-being
and cognitive ability
Digital Ceiling:
LED fittings, intuitive
response to occupation
and supporting non-
native functionality
Building App:
Personal interface to
building, its facilities,
systems and staff
Vertical Travel
Management:
predictive destination
Controls reducing
waiting and travel times
Space Optimised:
Real-time room availability
and flexible room booking,
agile working, hot desking.
QR Codes:
Log FM support call
& contactless
interfaces
Bespoke Solutions:
Log FM notification
Moved fire extinguishers,
waste management etc
Radiant sensing &
Control: Optimisation
thermal environment for
occupant satisfaction
Audio Visual:
Interactive /
engagement screens
Facility interfaces
Smart Bins:
Waste management
reporting, lean operations
Active Listening:
Inclusive hearing
assistance – mobile
app integrated
Digital Catering:
Remote catering
ordering, café space
analytics, virtual queues
AR / VR:
Augmented reality
building information,
VR for building
inductions
Virus Mitigation
T e chnology:
Demand response cleaning,
adaptive controls,
contactless interfaces, IAQ
virus index reporting
Bluetooth Beacons:
Wireless connectivity
supporting location aware
services
Metering & Leak
Detection:
Energy, water & heat
Voice Interaction:
Voice integration with
building facilities
Baseline Pioneering
Emerging (stretch)
Researching the Technology Landscape

Case Study |
21

Navigating the TechnologyLandscape for a Phygital Building
22
STAKEHOLDERS SYSTEMS SOLUTIONS SOFTWARE SERVICES
End users, Dept
Managers,
service line
managers,
Finance, HR,
Operations,
Events, C-Suite
+…
HVAC, Power &
Lighting,
Security
IT / AV
PH, Metering,
Occupancy
Legacy!
+…
Discrete
Integrations,
BOS Platforms
Digital Twins,
Enterprise,
+…
…Control
systems,
Visitor
Management,
Diagnostics,
Apps
CAFM
+…
Soft FM,
Hard FM,
IT & AV,
Catering,
Health,
Concierge,
+…
A Phygital building is the people centric processes +
technology that joins the disjointed for value outcomes
DISPARATE & DIVERSE ECO SYSTEMS

Use Case Study - Test User Appetite
23
surveyed say they want to work
remotely multiple days perweek
Space vacancy
periods
Lighting absence
control
HVAC set back
conditions
Optimise HVAC time
schedules
Cost / Carbonsaving
Operational Insights
Flexible leasing /
sub letting
User Experience
Facility Operations Cleaning Schedules
Availabilityof
shower rooms etc
Space Utilisation
Optimise HVAC
demand response
Flexible leasing /
sub letting
Macro: Prioritised
Cleaning
Facility use
reporting
I n f o r m a t i o n
Micro Space
Utilisation
Optimise HVAC
micro climate
Space re-planning
Micro: Prioritised
Cleaning
Hot desk availability
Fire / evac
compliance
Congestion
reporting
Space re-planning
Social Distancing
Congestion
management
Optimised HVAC
user profiles
Collaboration
Insights
Space & user
contextualisedFM calls
Personalised
environments
SOS calls & first
aider locations
Seamless journey
Occ’ based energy
Benchmarks
Ground Truth Presence Count Location Track Identity
Pursuing one use case can
unlock many others!

Back Stage Technology & Cognition
Use Case Study - Meeting room booking
Visitor: User
Experience Travel Information
Pre-registration
(building pass &
ANPR)
Parking & EV
charging
Wayfinding
Welcome pack
Tap & pass
security
Concierge / smart
locker
Elevator
Enter
Meeting
room
(see separate
map for in-
meeting
experience)
Wayfinding
Host: User
Experience
Room availability
& suitability
Outlook integrated
Room Booking and
catering
Arrange with
delegates
Guest arrival
notification
Welcome comms
Scene setting of
mtg environment
BMS Lighting AV
Occupancy
sensors
Visitor
Management
system
Building App
Smart Parking
& EV
Outlook
Web
services

MANAGE CHANGE
25

Define changes to space, technology,
and norms and then evaluate everyone's
readiness to change.
▪ Define what the changes are and
prioritize via frequency, organizational
goals, etc
▪ Identify what barriers to change might
be, internally and outside of work and
assess against these
▪ Consider Everett Roger's principles for
adoption: compatibility, trialability,
observability, complexity, and relative
advantage
Define the Change and Assess Change Readiness

Treat change management as an
experience design problem and
identify the interventions needed
to address readiness gaps.
▪ Understand current
organizational capability and
capacity to identify where you
need help (if any)
▪ Identify the right activities at the
right time; early enough to adapt,
late enough that it's real
▪ Give people different ways and
opportunities to participate
Create the Change Roadmap
27

Provide a diverse mix of
communications, training, and
learning experiences that enable
change.
▪ Constantly reference the roadmap
to keep people oriented and the
process on track
▪ Use a train-the-trainer approach
where possible
▪ Identify and support different kinds
of champions (i.e., tech, norms,
process, etc...)
▪ Assess and adapt as you go,
communicate along the way
Deliver the Experiences on the Roadmap
28

CONNECT TECHNOLOGIES
& SPACE
29

Siloed data
Poor insights
Limited predictability
3 Billion IoT Devices in Offices, but:
30

Property Owners & Operators
▪ Need to sweat their assets
▪ Need to maximise staff
wellbeing and productivity
Estate / Asset Directors / FMs
▪ Need single source of truth
▪ Need insights to boost asset
performance
Tons of Data, Very Little Insights
31
Facilities Mgt
Maint. Mgt Access Control
HVAC Control
Asset Mtg
Energy Mgt
Property Mgt
Space Mgt
Lighting Control Booking Mgt Carbon Mgt

From Data to Insights & Outcomes
32
Spatial layouts
▪ Plans
▪ Roommarkup
▪ Entrance /
dropoffs
Occupancy data
▪ Timetables
▪ Attendance
▪ Survey data
▪ IoT sensors
IoT sensors
▪ Temperature
▪ Humidity
▪ CO2
▪ Noise
Energy usage
▪ Smart Meters
▪ BMS
▪ Billing
Additional info
▪ Diningcover
▪ PoS Data
▪ Student safety
logs
Experience data
▪ Survey data
▪ Post-occupancy
feedback
Data Insights Outcomes
Occupancy & utilisation
▪ Plannedvs actual occupancy
▪ Occupancy vs capacity
People movement
▪ People flow patterns
▪ Pinch points
▪ Densities
Occupant wellbeing
▪ Environment(CO2,temp,
humidity, virus risk)
▪ Noise level
▪ Sentiment analysis
▪ Busy vs bully proneareas
Energy efficiency
Improve space utilisation
Improve learning environment
Reduce congestion
Insights to drive investment in
refurb/ new build
Increased energy efficiency
Improved student safety
Insights to improve operations

Creating a Network ofDatasets
33
Desk occupancy
sensors
Window
sensors
Network of sensors
(for large areas e.g.
dining hall)
Environmental
Sensors (CO2, noise, etc)
• Post-occ surveys
• Dining POS
• Energy use
• Water use
People counting
sensors
Timetables Attendance
Access control
Floor plans
BMS data
Non-sensor Data
External area
counting sensors

CAPTURE USAGE/
FEEDBACK DATA
34

Improvements to space utilisation, energy
efficiency, productivity, wellbeing:
Engage Human Behaviour
1/3 people time exceeds desiredCO2 limit.
Improve productivity with better environmentcontrol.
30%+ meeting space can be saved.
Better utilisationbysizing rooms to suit demands.
Morestaff interactions achievable.
Improved layout andcollaboration spaces
to maximise chance interactions.
35

Human nature is competitive – it’s engrained in our
psychology and solidified throughout human history.
Sustainable morality by comparison is a nano second in
human history and therefore a weaker psychological
motivator.
So, how can I convince you to save energy? It’s not about
telling you that you consume too much, instead, it’s about
telling you that I’m saving more energy than you!
Case Study - Gamifying Energy Performance
You’re ranked 1st in
energy performance
when compared to other
tenants in the building.
Congratulations!
Energy Performance Update
🤩
You’re ranked 2nd in
energy performance
Well Done-keep up the
good work!
😀
You’re ranked 3rd in
energy performance
Well Done – keep up the
good work!
😀
You’re ranked X/n in
energy performance
compared to other
tenantsin the building.
Talkto us or check out
our ‘occupier tips’ for
taking your energy
performanceto the next
level [link]
👍
You’re ranked X/n in
energy performance
Talkto us or check out
our ‘occupier tips’ for
reducing your energy
footprint [link]
🌎
😐
🙂
(if in the bottom60th %ile)
(if between 3rd & 60th %ile)

Pictogram
Smart Building App Case Study
Description
A tenant appcan helpdeliver seamless integration ofall the smart technologieswithin
a buildingto enrich a building user’sexperience and gaininvaluableinsights to end
user / tenant satisfaction. A building app empowersusers to makea building work for
them, it providesa contactlessmeans forinteractingwith thebuilding’s systems and
facilities.
Benefits to Landlord
• Brand enhancing,marketing appeal to prospectivetenants
• Ability to track which amenities were popular,effectivelycommunicate the
offerings to their tenants,andincentivize and promote the on-site and local retail
to the tenantpopulation.
• Streamline communication, activateamenities,and trackdata to helpalign future
investmentsandeffectively serve theever-changingtenantexperience
Challenges
• Breath of features requiredto elevate engagement
• Where applicablebuildingintegrations
• Definingbusiness caseof SaaScosts, operating margins andexpectedhighercap
rates
Technical Dependencies
• WiFi
• Lighting & HVAC integration wherein appuser controlrequired
• Access control integration,Lift call points
• ANPR - optional
• EV - optional
• Bluetooth positioning (if location basedWiFI pursued)
• Visitor Management – if not procuredwith App
Scope of deployment
Landlord: Contactlessaccesscontrol,Visitor management,FM messaging, landlord
amenitiesandoffers
Tenant: Tenant branding,corporateoffers,intranet integration,outlookintegrations,
hot desk booking,user environmental control*
Costs as a RoM
Subject to moredetailed briefingandsupplier engagement;
CAPEX£70-120K (includesVisitor management systemin min,upper rangeincludes
further features)
OPEX, £40-60K
37

MONITOR & MANAGE
38

The Challenges with Buildings and Estates
39
40%
Under-utilisation for global
workplaces (70% under-
utilization of meeting rooms).
-- JLL
Oct 2017
3.5x
Excess energy used by
Buildings than expected (3.8x
higher carbon emission)
-- Harvard COGfx Study
Oct 2015.
61%
Improvement in cognitive
function for workers in
high-performing buildings
-- UK Green Building
Council

With a heavy price to pay
on people, planet and profit
Buildings are Inefficient
40
40% (JLL 2017)
Under-utilised
3.5x (COGfx 2015)
Higher energy use
61% (UK GBC)
Productivity missed

▪ Energy study 2016-2020
▪ 6,500 buildings in US
totalling 567m ft2
▪ Median energy saving
9%, max 28% (2yrs)
▪ RoI ~2yrs
Return on Investment
41
Yr 1 Yr 2 Yr 3 Yr 4 Yr 5
6%
9%
17%
22%
27%

20%
% Occupancy
Use Data for RealtimeWhat-If Scenario Planning
40%
% Occupancy
60%
% Occupancy
80%
% Occupancy

Very simply, it’s software, process, and expertise to forensically
diagnose building performance issues from building data
(Turning the performance dial on energy, productivity, health
& well being, and facility management)
What are Building Diagnostics?
43

Building Diagnostics Case Study – Northwestern Mutual
South West Region
Building Diagnostics - Summary

Certification Case Study – Smart Score
45
Pictogram
Principles
The Smart Score consistsof twosections,
1. Building functionality
a) Individual collaborative productivity
b) Health and wellbeing
c) Community and services
d) Sustainability
e) Maintenance & operations
f) Safety and security
2. Building functionality
a) Tenant digital connectivity
b) Building Systems
c) Landlord integration network
d) Governance
e) Cyber security
f) Data sharing
Integration Ready
• Authentication andmanagement ofall gatewaydeviceson landlordnetwork
• Dedicatedtenantintegration capabilityto landlordintegration network
• Documentedprocess for integration over all building systemprotocols
• Verification ofvendorsolutions / suitabilityfor open integration
• Open Protocols
• Descriptive data
• Where applicablepublishedandsupportedAPI
• Documentation of point IDs
Costs as a RoM
Assessment schemes still emerging
Certification upto 12p/ft2
No Benchmark data availableat presentfor net costs forlevelsof certification
• Brand enhancing,marketing appeal to prospectivetenants
• Future proofing& lowertime / cost to deploy technology
• Enabling future revenuestreams fromtenant andflexible office
Challenges
• Emergingschemesandclarity of assessmentscoring
• Requiresa consideration early in designprogramme (strategy, developeduse
cases, policies and standards for highercertification ward

UPDATE/ UPGRADE SPACE
& TECHNOLOGY
46

37.8% of all Control Systems showed signs of a cyber
attack in the first half of 2019
▪ Hotel In Austria hacked paid $2,000 in ransom
▪ Hospital in Hollywood paid $17,000 in ransom
▪ In 2018, hackers gained access to casino high roller
data base.
▪ How does a given vulnerability impact a particular
installation?
▪ What is the process to quickly access and update
the device?
▪ Are there factors that will affect the ability to access
or update the device?
▪ Are there risks associated with the update?
Cyber Security & Resilience
47
Software
management
Network
management
User
management
Password
management
Vulnerability
management

Building Diagnostics
Page
48
Pictogram
Description
Diagnostic softwareto analyselive andhistoric BMS data at a forensic level with
programmingto identify patternsthat reveal quantitativeinsights in operating
conditions. Diagnostic rulesare often targetedto energy,comfort and FMKPIZs.
Adoption ratesfor thistechnology have increasedsignificantly in recentyears.
• 5-15% reduction in energyuse
• 25-50% reduction in comfort complaints
• 2-5% Increasein occupant productivity
• Reduction ofprematurefailure and therefore improve the assetlife
• Detailedverification of performance,energy, comfort, equipment duringthe
contractors’ defect periodwith summary report. -RECOMMENDED
Challenges
• IT to open up communication frombuildingsystems to 3rd party cloud
• BMS vendors who areless keen to expose BMSdataandreveal shortcomingsin
BMS programming
Technical Dependencies
• Open BMS system(beyondopen protocols, i.e. IoTready, data curation and
networkbandwidth
• Other systemintegrations as requiredi.e.Lightingetc
Scope of deployment
Landlord: deployment on all BMS data,with value addforintegratingto lighting too
Tenant: note; we areworkingwith a tenantelsewhere who is deployingthis
technology and monitoring how efficientlythelandlord is servicingtheir needs
Costs as a RoM
Subject to moredetailed briefingandsupplier engagement;
CAPEX£5-10K
OPEX, £10-20K

Future Proofing Your Infrastructure
Page
49
BMS
(HVAC)
EMS LIGHTING
SYSTEM
LIFTS &
ESCALATORS
FIRE
SYSTEM
SECURITY CCTV
IOT
Gateway
IOT
Gateway
IOT
Gateway
IOT
Gateway
IOT
Gateway
MQTT MQTT MQTT MQTT MQTT MQTT
MQTT MQTT
OTHER
Devices directly connected if
IT and cyber security compliant
and have direct IOT interface
Vertical system
interfaces
BOS Dashboards
Diagnostics
Apps & Virtual
assistance
Machine Learning, AI,
smart grid interface +
other!

SUMMARY
50

Tips for Getting Started – The Tradeline "3"
51
Research your user and business
requirements.
Define your Phygital key
performance metrics.
Understand what your existing
technology can achieve.
Develop your Phygital ROI plan.
KPI
1.
2.
3.
4.
Phygital Building Approach
Monitor Space &
Technology
Conduct User
Research
Mange Change
Capture Data
Select Technologies
Align Technologies to
Needs
Define Cultural
Norms
Connect Technologies &
Space
Update and
Upgrade

www.burohappold.com
We’d love to hear from you
JUMP ON BOARD!
Elliot Felix and Robert Okpala
elliot.felix@burohappold.com and robert.okpala@burohappold.com
+

Tradeline Space Strategies 2021: Let's Get Phygital

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