In episode 37 of the CXD Podcast, Oliver King is joined by Kim Quazi, Director of Architecture at Arup, as they explore the intersection of architecture and customer experience in the context of railway stations. They discuss the importance of human connection in civic spaces and how station design has evolved over time. Kim emphasizes the need for a customer-centric approach in architecture, the significance of social value in railway investments, and the dual perspectives of inside-out and outside-in design methodologies. In this conversation, they discuss metrics for measuring architectural success and the impact of well-designed buildings on organizational culture. Kim emphasizes the need for sustainable design that allows for adaptability and longevity, while also advocating for a customer-centric approach in architecture.

Connect with Kim Quazi. 

Download your copy of our Customer Experience Checklist for Rail here. 

Chapters:

• 01:56: The Role of Architecture in Customer Experience 
• 03:37: Human Connection and Civic Pride in Stations
• 05:38: What Does Good Station Design Look Like?
• 08:26: How You Talk About Customers
• 15:27: The Importance of Personas
• 18:38: The Role of Retail Within the Rail Environment
• 20:14: Rail's Role in Social Value
• 22:32: Inside-Out vs. Outside-In Design Approaches 
• 25:12: Measuring Success in Architectural Design 
• 28:22: The Impact of Architecture in Organisational Culture
• 31:02: Sustainable Design and Longevity 
• 32:16: Customer-Centric Design in Various Contexts