Using Technology to elevate customer experience

How do you communicate with over 3,000 people spread over a 130-acre site all at once?

A challenge faced by the Avison Young REFIM Engage Team on site at Lakeside North Harbour, the Solent’s Premier Business Campus, with solution provided by way of My Lakeside – the site’s digital platform launched two years ago. The My Lakeside digital platform is powered by Equiem software.

When managing large-scale environments, such as a sprawling campus, industrial park or shopping centre, effective communication can be the difference between smooth operations and chaos!

The sheer scale of any site environment — take the example of Lakeside North Harbour, with over 3,000 people working across a 130-acre business campus —presenting an enormous challenge*. Gone are the days when a megaphone was sufficient to reach large groups! The world has moved on, and so must our communication strategies.

The digital age offers us the ability to communicate instantly, efficiently, and in ways that strengthen relationships, enhance experiences, and create a sense of connection in even the most expansive settings. But how do we use modern technology to ensure everyone is on the same page, especially when they may be spread across a vast site?

The answer lies in the power of a digital platform.

What is a digital platform?

At its core, a digital platform refers to any system or tool that facilitates communication, collaboration, and the exchange of information. These platforms can range from dedicated mobile apps, enterprise communication tools, and real-time messaging services to more specialised solutions that integrate wayfinding, event management, or emergency alerts. They combine various digital technologies to connect people, places, and processes in a seamless way.

In a campus setting, a digital platform is much more than just a communication tool. It acts as a bridge between people and their surroundings, enhancing both workplace experience and operational efficiency. The beauty of digital platforms is that they can be customised to the unique needs and to be the authentic voice of any site, allowing communication to flow in a way that is both functional and user-centric.

Why does communication need to evolve?

Consider the challenges of communicating with a workforce or site visitors spread across 130-acres. Traditional and somewhat outdated methods—like loudspeakers, noticeboards, or even emails—are limiting and onerous. They may not reach everyone in a timely manner or create the kind of engagement needed to foster a dynamic work environment. For example, employees or visitors in the farthest corners of a site may miss out on critical updates if they're not physically close to an announcement system.

Furthermore, these individuals might not have the context or tools they need to engage with their surroundings in a meaningful way. They may not know the locations of emergency exits, or how to get to a particular conference room, or the best path to take for a smooth commute. They may be unaware of opportunities to network or engage with others. A digital platform addresses all these issues, offering a seamless, integrated experience that brings the physical space and the people within it into harmony.

Digital platforms at work: Examples in action

The role of digital platforms goes far beyond merely sending out notifications. They can integrate a wide array of functions:

• Real-time communication: Instant alerts or messages to notify individuals of important updates such as safety procedures, schedule changes, or traffic alerts.
• Wayfinding: Interactive maps and navigation features that help people find their way to specific locations within the campus, improving efficiency and reducing frustration.
• Event management: For workshops, employee training sessions, or large-scale events, digital platforms can centralise scheduling, registration, and networking opportunities, allowing for a more cohesive experience.
• Visitor management: Streamlining the visitor’s arrival experience, with access information and automatically generated QR entry codes.
• Feedback loops: Engaging employees, visitors, or event attendees with surveys or interactive polls enables organisations to gather valuable insights, improving future experiences.

Enhancing the workplace experience

One of the most impactful ways digital platforms strengthen relationships between buildings, workplace experiences, and the people who inhabit them is by fostering a sense of connection. In a sprawling site, people may feel isolated from one another, or even from the facility management team. A digital platform bridges these gaps by offering employees or visitors ways to interact with the space, stay informed, and engage with others.

For example, an employee working in building on the campus can receive real-time safety information tailored to their specific location, while someone in another area may be informed about impromptu social events or lunch breaks. These customised communications ensure that individuals feel involved, no matter where they are within the site.

Furthermore, digital platforms can create a sense of belonging. Through community-building features—such as digital noticeboards, forums, and interactive social spaces—employees or visitors are encouraged to connect and share experiences, whether it’s through professional collaborations or personal interests. This not only makes for a more enjoyable workplace but also boosts occupier satisfaction and retention.

A sustainable, scalable solution

As sites grow and evolve, so too do their needs for communication. A digital platform offers the scalability and adaptability required to meet these growing demands. With cloud-based systems and mobile apps, these platforms can grow as the site expands, while ensuring that communication remains effective and relevant.

Moreover, with the increasing push toward sustainability, digital platforms also help reduce waste. Instead of relying on paper flyers, printed schedules, or physical noticeboards, organisations can disseminate information digitally, ensuring that resources are used efficiently and reducing environmental impact.

The future of communication: Creating a cohesive experience

In today’s fast-paced world, we need to embrace new technology and communication methods to enhance audience engagement. The potential of digital platforms allows us to think beyond basic information-sharing and move toward creating cohesive, dynamic, and engaging experiences.

By integrating technology into the very fabric of our physical spaces, we can foster more connected, informed, and engaged communities—whether that’s in a sprawling campus, a corporate office, or a large event or shopping space. The right digital platform can ensure that communication isn’t just a transaction of information, but a relationship-building tool that enhances site experiences and strengthens the bond between people and the places they inhabit.

In a world where engagement is key, digital platforms are more than a solution—they’re the future of how we connect.

Interested in engaging your audience through a digital platform? Let’s connect to explore the possibilities.

Emma Parkin
Head of Engagement, Real Estate, Facilities and Infrastructure Management 
[email protected]