P.O.E. of Online Services

A collaborative tool for Service Consumers and Service Providers

Post Occupancy Evaluation (P.O.E) methods are employed in Architecture and in the built environment to measure whether a space or building performs as intended. In some cases, P.O.E methods are also used for quality control.

In our project, we applied part of our research findings into a novel P.O.E for online services strategy to help service providers and service consumers work together and identify issues that need improving.

Our P.O.E templates are designed as a co-learning tool for service providers and consumers to engage with each other and collaborate in developing suitable solutions to everyday barriers in people’s journeys to work. You can download the 3 templates (CC by 4.0) and follow the next 3 steps. We would love to hear your feedback, please let us know by email

By enhancing existing online services into Transformative Services, we hope to contribute to enable young people with disabilities’ with choice and agency and seamless journeys to work.

Preliminary Step: Decision making and Invitation to Participate

  • A service provider or a service consumer organisation or both, have identified the need to evaluate the current service with a wish to improve.
  • Representatives from the service organisation and consumers will agree on a date and time for a P.O.E. session.
  • Invitations to participant representatives are sent and a venue for the 2hour session is prepared with tables suitable for a design thinking type of session.

Session Step 1: Prepare (10min approx.)

  • Download and print the 3 templates. Get a pen for each participant.
  • The use of these templates works best when people collaborate in pairs: one service provider and one service consumer representative.
  • No facilitation is required.
  • Before the session starts, the group as a whole need to agree on: (a) the aspect of the service provision and (b) the consumer experience to focus on.

Session Step 2: Diagnosis templates (30min approx.)

Service providers and service consumers work in parallel groups:

  • SERVICE PROVIDER TEMPLATE: the service provider representatives work in pairs to discuss the problem being experienced by consumers in relation to their service delivery. Discuss this from your service perspective and follow each section of the template. Write and annotate your thoughts in the template.
  • SERVICE CONSUMER TEMPLATE: consumer representatives work in pairs to discuss the problem they experience in relation to the service they intend to use. Discuss this from your user perspective and follow each section of the template. Write and annotate your thoughts in the template.

Session Step 3: Collaborate (30min approx.)

Service consumers and service providers work together, in pairs:

  • Using the annotated templates from Step 2, service consumers and service providers working in pairs will compare their templates and discuss the similarities and differences of their perspectives, in each of the sections of the template.
  • COLLECTIVE TEMPLATE: while discussing similarities and differences, use this template to transfer the main thoughts and key aspects of consumers and service providers ideas into the first two columns.

Session Step 4: Collaborate and Elaborate (30min approx.)

  • COLLECTIVE TEMPLATE: after step 3 is completed, move on to the 3rd column of the collaborative template. Discuss which other online services service consumers are using to overcome or compliment their needs. Discuss what other services would the service provider expect consumers to use to compliment theirs. Annotate all these ideas.
  • Elaborate: using the collaborative template, use the Opportunities box at the bottom of the page to annotate ideas and potential solutions emerging from the discussion.

Session Step 5: Share, reflect and action plan (30min approx.)

At the end of step 4, visit each other tables and read the annotations in the templates from other participants. Once everyone has viewed others’ templates, take a moment to share the common thoughts across, invite each pair of participants to sum up the outcomes of their work and present this to others. Make a list of novel opportunities or solutions emerging from the session Discuss in the group the next steps to bring these ideas into action and improved services.

Repeat as needed

A Transformative Service is one where collaboration between service providers and consumers is supported. It is an iterative process, where both parties learn from each other.