Exploring Inclusion, Diversity, Equity, and Accessibility in the Built Environment: A Case Study

Abstract

Continuous changes in society and the need for sustainable development demand updates in designing better built environments to respond to the variety of user needs. Notwithstanding the growing interest of research and the introduction of guidelines and standards on inclusion, diversity, equity, and accessibility, there are still several limitations in effectively and efficiently embedding such principles for the design of buildings and neighborhoods. Previous research demonstrated the critical need for innovative tools and methods to support professionals in designing responsive, inclusive spaces for an extended range of users. This article reports the results of a pilot study using the new IDEA Audit Tool for assessing how inclusion, diversity, equity, and accessibility are perceived by building occupants in a specific facility. The analysis of significant data provided by this study shows the challenges and highlights the benefits of the tool, including fostering an evidence-based decision-making process, speeding up the prioritization of critical design improvements, demonstrated through a six-month trial with a London-based inclusive design firm. The research-driven outcomes showcase the huge potential that the tool offers to improve the company strategy while evolving towards more inclusive, accessible spaces that foster diversity and equity, and has the potential to be replicated in several fields of action to raise awareness and improve the application of IDEA principles in all phases of the design process.

1. Introduction

The field of inclusion, diversity, equity, and accessibility (IDEA) in the built environment has witnessed significant advancements in recent years, mostly driven by a growing recognition of the social, economic, and ethical imperatives of creating inclusive spaces [1,2]. Scholars, practitioners, and policymakers have increasingly focused their efforts on understanding the complex interplay between the built environment and various dimensions of IDEA [1,2,3,4,5,6,7,8,9]. Attention grows towards the needs of various users considering the diversity of physical, sensory, and cognitive capabilities in the design process to ensure accessibility and equity to an extended range of users through an inclusive design [1,2,3,4,5,6].

The main topics emerging from research in scientific databases, such as Scopus and ScienceDirect, with reference to the IDEA principles and inclusive design are related to urban inclusion [10,11,12,13,14], healthcare accessibility [15,16,17,18], inclusion in learning environments [19,20,21], biophilic design [22,23], sustainable design [24,25], technology for simulating impairments [26,27], and workers’ well-being [28]. Numerous studies have explored the design and implementation of universal design principles, aiming to ensure equal access and usability for individuals with diverse abilities [4,5,6,7,9,29]. Particular interest has been placed on the influence of urban design, neighborhood characteristics, and placemaking strategies on social interactions, sense of belonging, community cohesion, and the adaptation of urban spaces for elderly people and for children [10,11,12,13,14,30]. Efforts to create inclusive spaces have included initiatives such as participatory design processes, community engagement, and the integration of diverse cultural expressions in the built environment [6,8,13,18,20]. Equitable development may contribute to “empower marginalised groups to participate and benefit from decisions that shape their neighbourhoods and regions” [31] (p. 10).

Addressing societal disparities, including diversity across marginalized communities, persons with disabilities, minority populations, and many more, requires a multifaceted approach that considers not only physical accessibility but also social inclusion, diversity, and equitable opportunities for all. Research has emphasized the importance of features such as barrier-free trails, accessible infrastructure, and inclusive public spaces, highlighting the positive impact on the mobility and participation of individuals with physical, cognitive, or sensory impairments.

2. Literature Review

The state of the art in IDEA within the built environment also encompasses design strategies that integrate principles of IDEA, such as sustainable and resilient architecture [24,25], and human-centered approaches, which have gained traction as means to create inclusive and environmentally sensitive spaces. Research proved that biophilic design has the potential to “enrich creativity and organize spatial experiences, which contributes to design innovation and enhances building quality” and the occupants’ well-being [22] (p. 135). In the workplace, the application of such principles is shifting from being a ‘nice-to-have’ to ‘must-have’ part of any corporate culture [32]. Even so, most studies on inclusion and diversity at the workplace [28] focus mainly on cultural aspects, and the correlation with the characteristics of the built environment is less explored beyond the aspects related to physical accessibility.

Lately, inclusive design has gained interest as a strategy to be included in building performance rating systems such as the WELL Building Standard, LEED, and several others [33,34]. At a standard level, the EN 17161:2019 promotes the Design for All approach, emphasizing accessibility and usability in products and services. By extending user inclusivity, organizations can offer easily accessible and usable products, identified through understanding diverse user needs [35]. This standard contributes to the harmonization of European standards, complemented by the “European Accessibility Act” (EAA), aiming to enhance the market for accessible products and services [36]. To promote the Design for All and universal design principles, the EN17210:2021 standard was recently approved, encompassing the minimum requirements and recommendations for an accessible and usable environment [37]. In the same direction, the ISO 21542:2021 standard provides requirements and recommendations for an environment that is “accessible and usable by all” with attention being paid to inclusion and sustainability [38].

Despite the progress made in IDEA research, practice, and policies, challenges persist. Research shows that there is still a considerable delay in their effective application and sometimes even a lack of interest from the stakeholders involved [29]. Previous research from authors have also illustrated the lack of design tools and frameworks for architectural design professionals, focusing on different aspects of the experience of building occupants [39]. Moreover, the intersectionality of IDEA principles, considering factors, such as race, gender, socioeconomic status, and age, requires further exploration to ensure that interventions and policies effectively address the needs of diverse populations. A detailed examination of the specific barriers and challenges that stakeholders face in implementing IDEA principles would be beneficial. These could include cultural resistance, lack of resources, or insufficient awareness and training. In fact, there is a need to involve final users in the evaluation of inclusion, diversity, equity, and that of accessibility in all its forms [40].

There is an urgency to find a common approach that provides evidence to design better and more inclusive spaces by recognizing human diversity. To this purpose, it is necessary to better understand the interconnection between user capabilities and design requirements [39]. As societies aiming towards sustainability strive for more inclusive and equitable spaces, it becomes imperative to investigate the role of evidence-based design to facilitate the development of more inclusive buildings.

In this direction, the IDEA Audit Tool [1,39] aims to assess IDEA-related principles in the built environment and evaluate the extent to which different designers, architects, building owners, and facility managers embed inclusive, diverse, equitable, and accessible principles into their facilities and operations.

The research question for this paper focuses on evaluating the benefits, investigating the challenges, and analyzing the effectiveness and efficiency of the IDEA Audit Tool to assess IDEA-related principles and practices in the built environment. The primary goal of the study is to analyze the results obtained by using the IDEA Audit Tool within a six-month’s time frame at the London-based inclusive design company, Motionspot. Motionspot is a company engaged in creating accessible environments with attention being paid to building design. They provide inclusive design consultancy and accessible product advice. The study shows the effects of the IDEA Audit Tool in changing the company’s headquarter’s location from Twickenham (first phase—H1) to Teddington (second phase—H2) and how the use of the tool impacted the choice of the new headquarters. Both Twickenham (H1) and Teddington (H2) are suburban areas of London with a rich history and a variegated economy, situated near the Thames. Teddington was considered to be the best place to live in London in 2021, showing a high level of development [41].

Through a mixed-method research, data were collected from the pilot study with the IDEA Audit Tool, and a series of challenges, points of exclusion, and useful information were analyzed to develop a tailored, successful strategy to integrate the IDEA principles in the company’s facilities and explore further developments and applications of the tool. By analyzing the results of applying the new tool, followed by feedback on the process and its use from company’s employees, this research demonstrates the value of evidence-based design processes, such as the IDEA Audit Tool, that can support architects, design practitioners, and different stakeholders to create environments that are more inclusive, equitable, and accessible.

3. Materials and Methods

To evaluate the efficiency and efficacy of the IDEA Audit Tool in assessing IDEA-related principles and practices in the built environment, a pilot study was run for six months with Motionspot’s employees. Data were collected by applying a structured survey as part of the IDEA Audit Tool in December 2022 with employees working in the facility, and later, a report with evidence-based design highlights and recommendations was delivered. The company has used the recommendations to implement new design strategies and enhance the design of the new facility later in 2023. The results of the first pilot study were also useful in choosing the second headquarters situated in Twickenham, raising awareness of specific issues regarding inclusion, diversity, equity, and accessibility. The second pilot was run after the employees moved to the new facility, which incorporated extensive inclusive design principles and which has been purposefully re-designed according to the evidence and data points provided by the IDEA Audit Tool report.

The IDEA Audit Tool is structured as a mixed methods building occupant feedback collection system, and it aims to deliver a subjective evaluation of the perception of the space, providing user feedback not just through objective data, but also by involving users in the design process [1,2,39]. The Tool is organized according to three major thematic areas strictly related to the IDEA principles: the “people-centered data” mostly referred to informative demographic data and cultural questions; the “people-space perception” with reference to the main physical and sensorial factors such as thermal and air quality, visual, spatial comfort, and spatial accessibility; the “people-dynamics perception” with reference to person-to-person engagement, psychosocial, neurodivergent comfort, and more [1].

The application of the IDEA Audit Tool consists of running a tailored survey for the collection of feedback from users with reference to the three major thematic areas previously described. The survey was structured according to the three major thematic areas and included several topics further explored in the Section 4. Ethical approval was obtained from the University of Cambridge Engineering Department ethics committee. The results of the pilot studies have been collected via an online platform and have been analyzed through descriptive statistical methods. To decrease bias that may have occurred with questions and binary answers, the statements of the IDEA Audit Tool were assessed using a five-point Likert scale, which offers a method to gauge a subjective sentiment through a quantitative value. An evaluation below the midpoint of the scale led to understanding that different points of exclusion or challenges were to be further investigated. An evaluation above the midpoint of the scale led to assessing the environment as inclusive with different degrees of equity, diversity, and accessibility.

The pilot study was conducted within the same company with a representative sample of 22 respondents in the first phase and 20 respondents in the second phase. The respondents were selected among the employees of the company to understand their needs and perceptions concerning the working environment and foster necessary improvements. The different sample of respondents may have had an impact on the results; therefore, in the future, it would be preferable to repeat the test with the same target group.

After collecting and analyzing the data, the main points of exclusion are evaluated to provide building occupants and professionals with insights on the quality of the environment with reference to the IDEA principles [1,2,29]. To assess the use and benefits of the IDEA Audit Tool, a quantitative study, including an analysis and comparison of data collected across the two pilots, was run, as well as a qualitative study, including an interview with the company’s representative to analyze overall satisfaction and the effectiveness of the tool. The interview took around an hour and was semi-structured, including a set of 10 open-ended questions related to different themes, i.e., the utility, efficacy, key benefits, and impact of the tool, as well as its role in the optimization of decision-making processes, with reference to the return on investment. The last three questions also included an assessment from the interviewee with reference to their likelihood of reusing the tool in the future, overall satisfaction, and the usefulness of the tool. The evaluation was made through the five-point Likert scale, scored from 1 (“totally disagree”) to 5 (“totally agree”).

4. Results

The results of the study are conveyed with reference to the three main thematic areas: the people-centered data, the people-space perception, and the people-dynamics perception. Finally, the Section 6 reports the results of the interview with the company’s representative.

4.1. People-Centered Data

The people-centered data focus on demographic and cultural data including age, gender, disability, and working habits such as time spent in the office space (

Table 1. People-centered data.

Topics	Phase 1—December 2022	Phase 2—May 2023	Variation between Phases 1 and 2
age	most respondents were aged 30–39 (45.5%)	most respondents were aged 30–39 (45%)	+0.5% of respondents were aged 30–39
gender	54.5% female 45.5% male 0% non-binary 0% no answer	50% female 45% male 0% non-binary 5% no answer	−4.5% female −0.5% male no variation +5% no answer
geographic location	all respondents were local	all respondents were local	no variation
disabilities	77.3% people with no disabilities 18.2% people with disabilities	75% people with no disabilities 20% people with disabilities	−2.3% people with no disabilities +1.8% people with disabilities
average time spent at the office	most respondents spent an average time of 2–3 days in the office (80%)	most respondents spent an average time of 2–3 days in the office (70%)	−10% of respondents spent between 2 and 3 days in the office

). This information is extremely valuable to contextualize the survey results with respondents’ culture as an umbrella term that encompasses the social behavior and norms embedded in a specific society. This includes beliefs, ideology, religion, language, habits, and more descriptors that characterize individuals belonging to a specific community.

All respondents were between 20 and 59 years old, and most of them were aged 30–39 (45.5% in the first phase and 45% in the second phase), which shows that personnel is generally young/middle-aged. This may have an impact on their perception of space and on the needs regarding interaction with facilities, access to the structure, etc. For example, elderly people will have different spatial needs compared to middle-aged personnel and will need different adjustments to make that space feel inclusive for them. This information is a variable that might be completely different from one case study to another, so each situation will have to be analyzed thoroughly to identify potential further challenges.

The representative sample included 54.5% female in the first phase and 50% in the second phase, while 45.5% were male in the first phase and 45% in the second one, providing a balanced sample and therefore feedback from different representatives.

All respondents were local, being from the London area near the headquarters of H1 (first phase) and H2 (second phase). In the first phase, 18.2% of the respondents had disabilities, and in the second phase, 20% had disabilities. Therefore, the specific needs of people with impairments, who are usually mostly impacted by the spatial environment, might not be sufficiently reflected in this pilot test and need further insight. In the direction of the IDEA principles, it is necessary to properly analyze individual needs and extend the range of users.

For most respondents (80% in the first phase and 70% in the second phase), the average time spent at the office is between 2 and 3 days a week.

These data provide feedback on the variety of users of the analyzed environment, and it is useful to understand variations in preferences or needs related to the IDEA principles. For example, when analyzing the responses of users with physical disabilities, different needs have been identified regarding accessibility to spaces and appliances, which need to be considered in all phases of the design process.

4.2. People-Space Perception Data

In the first phase, analyzing the H1 headquarters, data regarding people-space perception have highlighted some points of exclusion and challenges that needed to be transformed in areas of opportunity. Several issues were identified by users that required improvements.

Among these, the first topic, physical accessibility, seemed to be particularly important to be improved for most respondents. Specifically, the location of the building and wayfinding seemed to represent a challenge in accessing the facility in the first place. In fact, 49% of the respondents disagreed with the quality of access to the building from outside.

The quality of indoor horizontal circulation seemed to be overall good since 45% of the respondents agreed with this aspect. Moreover, there was a lack of easy access to appliances (e.g., microwave oven, coffee maker, kettle, hand dryer, etc.) as they did not provide enough visual-tactile-auditory feedback. Furthermore, 60% of the respondents disagreed with the quality of accessible interaction with accessories. However, 40% of the respondents perceived the position of furniture to facilitate movements as positive (e.g., wheelchair users, users with bags and rucksacks, etc.).

Six months after, in the new headquarters at H2, the location of the building and wayfinding was considered to be improved, and overall, both the access to the building and the indoor horizontal circulation were rated as very positive, as a sign of targeted design improvement addressed by the company. This shows how the use of the IDEA Audit Tool in the first test contributed to positive changes on behalf of the company. In fact, 80% of the respondents agreed with the quality of access to the building from outside and 95% with that of the horizontal circulation. Additionally, the quality of vertical circulation is positively perceived by 85% of the respondents, contributing to ease of movement throughout the facility. The results highlight that users appreciate the availability of the amenities which enhance convenience and functionality. Roughly 45% of respondents agreed with the quality of access to appliances, and 75% agreed with the position of furniture to facilitate movement.

With reference to the second topic, enhancing senses within the space, there have also been significant improvements with the application of the IDEA Audit Tool. Specifically, regarding the visual comfort both from natural and artificial lighting sources, the first phase has shown several circumstances needing improvement, as space seemed not to offer an optimal experience. In fact, 68% of respondents disagreed with the amount of natural light entering the office space and 62% disagreed with the quality of comfort and the flexibility of artificial light. Moreover, in the second phase, 100% of the respondents were satisfied with the amount of natural light and 90% agreed with the quality of comfort and the flexibility of artificial light. This shows how visual comfort is greatly improved and very satisfactory, creating a pleasant and well-lit atmosphere.

On the other hand, it is clear that some spaces do not provide adequate sound absorption to guarantee privacy and comfort since most of the respondents (81% in the first phase) disagreed with the quality of sound absorption in the office space. This aspect has improved in the second phase, with 65% of the respondents satisfied with the quality of sound absorption. Sound propagation appears to be positively perceived by 45% of the respondents in the first phase and by 100% in the second phase. This may represent an enabler to facilitate quality conversations and promote an engaging environment with a significant improvement in the second phase of the study.

Another noteworthy upgrade is represented by the olfactory and taste comfort, since the percentage of respondents satisfied with the quality of odor control and reduced smell propagation grew from 41% to 100% from the first to the second phase of the study.

With reference to the third topic, person-space engagement, and particularly the ergonomic configuration, while safety and security were well rated in the first phase by 63% of the respondents, flexibility, personalization, and privacy were not as highly positively perceived. In fact, 81% disagreed with the amount of flexibility and the ability to personalize the space and 90% were not satisfied with the quality of privacy. More effort to embed those characteristics in the design of the space needed to be considered. In fact, in the second phase of the study, the spaces were perceived as prioritizing safety and security, ensuring a comfortable and secure experience for users. While personalization, flexibility and privacy may benefit from further enhancements, results prove that efforts have been made to create a space that prioritizes the well-being of individuals. In fact, 85% of the respondents agreed with the quality of privacy, e.g., having private meetings, phone calls, and focus time.

Moreover, in the first phase, spatial esthetics, particularly the design of outdoor spaces with green areas, plants, flowers, and bushes to provide a pleasant environment for relaxation, conversation, and mindfulness activities needed to be improved, since 54% of the respondents disagreed with the extension of green areas surrounding the office space. In the second phase of the study, there seems to have been a positive evolution, since they are perceived by most respondents (95%) as factors that contribute to a visually appealing and serene environment, fostering relaxation, encouraging conversation, and providing opportunities for mindfulness activities.

The last topic, maintenance and cleanliness, was very positively rated in the second phase of the study since a significant increase, from 50% to 95%, of users agreed with the quality of maintenance and routine repairs from the first to the second phase. These factors represent a great added value for the positive perception of the indoor space.

Overall, data regarding people-space perception reveal several areas of success and positive feedback with a strong improvement in the results in the second phase of the study, as shown in

Table 2. People-space perception data.

Topic	Themes/ Sub-Themes	Phase 1 December 2022		Phase 2 May 2023		Variation (Phase 1 vs. 2)
physical accessibility	location and amenities	challenges in accessing the facility	19% respondents agreed with the quality of access to the building	increased quality of access to the building from outside	80% respondents agreed with the quality of access to the building	+61% of respondents agreed with the quality of access to the building from outside +
	horizontal circulation	good quality	45% agreed	very positive	95% agreed	+50% agreed with the quality of horizontal circulation +
	vertical circulation	poorer quality	0% agreed	very positive—it contributes to ease of movement throughout the facility	85% agreed	+85% agreed with the quality of vertical circulation +
	accessible interaction	some challenges in the position of furniture to facilitate movements	40% agreed	improved quality of the position of furniture to facilitate movements	75% agreed	+35% agreed with the position of furniture to facilitate movements +
enhancing senses	thermal comfort	good perceived quality of comfort of the indoor temperature	32% agreed	good improvement in the perceived quality of comfort of the indoor temperature	40% agreed	+8% agreed or are neutral +
	visual comfort	challenging—the space seems not to offer an optimal	18% agreed	greatly improved and very satisfactory, creating a pleasant and well-lit atmosphere	100% agreed	+82% agreed with the amount of natural light entering the office space +
	acoustic comfort	some spaces do not guarantee privacy and comfort	45% agreed	increased quality of sound absorption	65% agreed	+20% agreed with the quality of sound absorption in the office space +
	olfactory and taste comfort	positively perceived	41% agreed	very positive feedback	100% agreed	+59% agreed with the quality of odor control and reduced smell propagation +
ergonomics	flexibility and personalization	not positively perceived	10% agreed	spaces may benefit from further enhancements, but efforts have been made to create a space that prioritizes well-being	85% agreed	+75% agreed with the degree of flexibility of communal areas to accommodate different needs and activities +
	privacy	not positively perceived; more effort is needed	0% agreed	improvements were made	85% agreed	+85% agreed with the quality of privacy +
	spatial esthetics outdoor	the design of outdoor spaces with green areas, plants, flowers, and bushes is to be improved	9% agreed	elements that contribute to a visually appealing environment, fostering relaxation, encouraging conversation, and mindfulness activities	95% agreed	+86% agreed with the number of green areas surrounding the office space +
	spatial esthetics indoor	more biophilic design principles are to be embraced	23% agreed	still a challenge—interest in the topic from the company	40% agreed and 40% were neutral	+17% agreed or were neutral with the amount of biophilic design embedded in the office space +
maintenance and management	maintenance	positively rated	50% agreed	very positively rated	95% agreed	+45% agreed with the quality of maintenance and routine repairs +
	management	well rated	86% agreed	positively rated	90% agreed	+4% agreed with the quality of cleanliness across toilets, kitchens, and common areas and the replacement of missing items +

. The variation from phase 1 to 2 is significant and shows positive change, going beyond 50% in many cases, like the physical accessibility of the location, amenities, vertical circulation, visual comfort, and most ergonomics aspects. This highlights the positive impact of the tool on the quality of the people-space perception.

4.3. People-Dynamics Perception Data

The people-dynamics perception data focus mainly on the perception people have about other people, about themselves in relation to the team, and about their sense of inclusion and belonging in the working environment. The IDEA principles are in fact assessed through the perception people have about the dynamics across teams and the working environment conditions. By evaluating these kinds of data, the organization gains valuable insights into its positive impact on employee experiences and overall well-being.

From the first phase of the study, data highlighted very satisfying results, depicting an overall positive quality of the working environment, being seen as a safe place where people feel represented. Data from the second phase of the study reveal a strong focus on engagement with diversity and commitment towards the implementation of neurodiversity principles in the design of the built environment.

The first topic focuses on the person-to-person engagement and includes themes such as equity and inclusion, engagement with diversity, and the approach to embed neurodiversity principles in the design of the built environment (

Table 3. People-dynamics perception data. First topic: person-to-person engagement.

Topic	Themes/ Sub-Themes	Phase 1 December 2022		Phase 2 May 2023		Variation (Phase 1 vs. 2)
person-to-person engagement	equity and inclusion	people feel included in the team no matter what their background and culture are	72% agreed	efforts are made to contribute to a more inclusive and empowering workplace for all	75% agreed	+3% agreed with the sense of inclusion towards cultural heritage (e.g., language, religion or spirituality, ethnicity, education) +
	engagement with diversity	create advocacy groups, the use of good language and terminology, the development of social diversity events, and inclusion workshops	50% agreed	commitment of the company to foster diversity	70% agreed	+20% agreed with the quality of diversity training embedded in the working environment +
	neurodiversity in space	lack of features such as biophilic design, visual, haptic, and olfactory design characteristics of the space that support people with diverse needs	53% agreed	recognized importance of incorporating features such as biophilic design, as well as visual, haptic, and olfactory design characteristics	55% agreed	+2% agreed with the amount of design actions to enable the connection between people and nature to foster a stress-free environment +

). In this direction, it appears that diversity training is positively perceived. In the first phase, actions such as the creation of advocacy groups, the use of good language and terminology, the development of social diversity events, and inclusion workshops were suggested by respondents. In the second survey, there is evident commitment from the organization to foster diversity and inclusion since the amount of people satisfied with the quality of diversity training grew from 50% to 70%. This shows positive changes influenced by the use of the IDEA Audit Tool and its impact on the improvements within the company. Such initiatives further solidify the inclusive culture that has been nurtured within the company. Diversity should in fact be understood as the varied perspectives and approaches to work that members of different identity groups bring, and this would benefit companies by supporting their progress while fostering the well-being of employees [42].

In the first phase of the study, neurodiversity in space was perceived as a theme to be addressed more positively as responses highlighted a potential lack of features such as biophilic design, visual, and olfactory design characteristics of the space that support people with diverse needs. Neurodiverse people frequently need workplace accommodations to activate or maximally leverage their abilities [43]. In the first phase, 44% of respondents disagreed with the amount of design actions to enable the connection between people and nature to foster a stress-free environment. This feature was slightly improved in the second phase. Table 3 shows the positive variation between phases 1 and 2, highlighting the benefits obtained through the use of the IDEA Audit Tool. However, improvements in equity and inclusion as well as neurodiversity in space are having a “slower” growth, which shows the generally applicable potential challenges faced when dealing with these topics. Significant efforts are being made to improve these aspects.

The second topic focuses on mental and physical well-being and includes themes such as social resources provided to increase the sense of support and belonging, physical and mental well-being resources to support stress-relief, sleep, and nourishment, and inspirational and motivational resources to empower people with self-esteem and to decrease unconscious bias through good practices, habits, and continued education strategies (

Table 4. People-dynamics perception data. Topics: mental and physical well-being; inspirational and motivational.

Topic	Themes/ Sub-Themes	Phase 1 December 2022		Phase 2 May 2023		Variation (Phase 1 vs. 2)
mental & physical well-being	social resources to increase sense of support and belonging	overall, positively rated—creation of resources to boost the sense of belonging	72% agreed	very positive ratings	85% agreed	+13% agreed with the quality of support to foster the sense of belonging and promoting equitable relationships with ethical principles +
	physical health and well-being (nutrition and nourishment)	support offered with good nutrition and nourishment options	68% agreed	commendable commitment to employee well-being	90% agreed	+ 22% agreed with the quality of healthy food options provided by the company +
inspirational and motivational	behavior (unconscious bias)	safe place where inspirational and motivational resources to decrease unconscious bias	71% agreed	environment that encourages personal and professional growth while promoting a positive and inclusive atmosphere	85% agreed	+14% agreed with the positive promotion of diversity and an inclusive mindset +
	people’s empowerment (continuing education)	safe place that fosters continuing education	49% agreed	improvement of the support provided for continuing education	60% agreed	+11% agreed with the support provided for continuing education, improvement, and enhancement of communication skills +

).

On a positive note, mental and physical well-being were overall positively rated by employees in both phases of the study. The amount of people satisfied with the creation of resources to boost the sense of belonging increased from 72% to 85% from the first to the second phase. Moreover, while in the first phase, 68% of the respondents agreed with the quality of healthy food options provided by the company, in the second phase, most respondents (90%) seemed to be satisfied with this aspect. These features confirm the path that the company has undertaken as a positive one. Also in this case, the variation between the first and second phases is positive, showing significant improvements following the use of the IDEA Audit Tool.

Lastly, the organization stands out for fostering a truly inspirational and motivational company culture in accordance with the third topic of this thematic area. Most respondents agreed with the positive promotion of diversity and inclusive mindsets: 71% in the first phase to 85% in the second phase. Furthermore, 90% were satisfied with the promotion of positive change towards inclusion, diversity, equity, and accessibility in the workplace in both phases of the study. By actively addressing unconscious bias, boosting self-esteem and motivation, and providing continuing education on IDEA themes, the company creates an environment that encourages personal and professional growth while promoting a positive and inclusive atmosphere. More than 10% of variation between the two phases was registered in all aspects, increasing the positive impressions of respondents regarding the inspirational and motivational aspects. This can be translated to a good perceived impact of the tool for improving aspects like the creation of a positive and inclusive atmosphere as well as fostering continuous education.

4.4. Feedback on the Effectiveness of the IDEA Audit Tool

To reinforce the effectiveness of the IDEA Audit Tool, qualitative feedback was collected by conducting an interview session with a company representative, specifically with the Chief Operation Officer. Several positive aspects emerged from the analysis of the interview results, as well as some critical points and opportunities for the future. The answers were motivated by the interviewee providing further insights for the evaluation of the tool and future developments.

With reference to the utility of the IDEA Audit Tool in assessing the built environment (Q2), the possibility to facilitate comparison between different studies was highlighted as particularly helpful since it allows for reflection on the developments taking place between studies and thus enables the team to gauge progress accurately.

The standardized, neutral, and anonymized format of the tool provided in an appropriate language enabled the objective evaluation of the IDEA principles and encouraged honest and open communication. Data provided confirmation for certain aspects, validating the team’s efforts, and allowed for the prioritization of issues that required improvement.

Regarding the efficacy of the IDEA Audit Tool in informing users and driving change for the better (Q3), the use of the surveys to transform anecdotal feedback into data-driven insights was one of the relevant positive aspects emerging from the interview. Specific physical environment improvements were made, such as improved access to the building and access to the accessories, as well as enhancements in the office layout with particular attention to the sensory features as well as lighting, kitchen facilities, and accessible surfaces. The results of the study encouraged the creation of designated zones, such as spaces for informal meetings and quiet areas and leveraged outside spaces with greenery and Wi-Fi, as they positively impacted employees. Moreover, cultural aspects were addressed, and monthly training sessions and informal gatherings were implemented, enhancing employee development and team bonding. The interviewee mentioned the importance of the tool in recognizing potential biases.

With reference to the optimization of decision-making processes for designing through comprehensive user engagement (Q4), the tool provided a comprehensive check against the new design and enhanced safety measures. The integration of user feedback into the design process, especially through open text sections, provided nuanced insights, highlighting gaps and allowing for targeted enhancements. Effective communication, enabled by the tool, bridged the gap in knowledge between design intentions and employee expectations and understanding, fostering a collaborative and informed decision-making environment. No negative aspects were mentioned, emphasizing the tool’s positive impact on the facility’s design improvements.

Relating to the key benefits for customers (Q5), the interviewee highlighted several positive outcomes such as improved design elements (natural lighting, spacious designs, and upgraded equipment and technology), thus creating a more comfortable and ‘friendly’ work environment able to accommodate different users’ needs. Moreover, the tool’s data-supported approach empowered the advocacy for necessary changes, ensuring that user needs were effectively communicated to external stakeholders. The interviewee mentioned the introduction of “diverse spaces within the facility, including quiet zones, soft spaces, small spaces, big spaces, and darker spaces, accommodating various preferences and sensory needs”.

Regarding the impact of the IDEA Audit Tool to plan for better improvements to the company (Q6), the interviewee demonstrated a proactive approach to addressing challenges identified through the IDEA Audit Tool. They recognized specific space constraints within the work environment such as the need for additional resting areas, indicating a keen awareness of user comfort and well-being. Additionally, while expressing frustration about the lack of industry-wide clarity relating to the evolving landscape of work environments, their emphasis on evidence-based insights highlighted a commitment to creating a workplace environment that aligns with employee preferences and well-being.

The impact of the IDEA Audit Tool in improving the return on investment (Q7) was explained by the interviewee in connection with the successful office transition achieved through strategic planning and efficient resource allocation. By implementing a comprehensive survey and checklist before the move, potential issues were pre-empted, leading to a seamless transition without the need for extensive adjustments or costly renovations. Despite some challenges in quantifying the exact return on investment due to the absence of specific numerical metrics, the proactive planning and the emphasis on employee satisfaction stood out as positive aspects of the office transition strategy.

People’s likelihood to reuse the tool in the future (Q8) was rated 5 out of 5, and the interviewee emphasized the importance of conducting the survey periodically, preferably with a yearly reiteration so as to provide sufficient time for changes to settle and to avoid survey fatigue. The need to assess the tool’s continued effectiveness over time to ensure it still produces valuable and relevant results was highlighted.

The satisfaction in using the IDEA Audit Tool (Q9) was instead rated with a score of 4 out of 5, presenting a few aspects that could be improved, such as issues regarding the customization of the tool based on the target users and the potential challenges with terminology. This suggested the use of questions being structured into more user-friendly buckets and formats that might improve accessibility for users with specific needs. Even so, the interviewee expressed satisfaction with the speed of the survey turnaround and appreciated the extra commentary provided alongside the results, stating that it enhanced the overall experience.

The usefulness of the tool (Q10) was rated at a level of 4 out of 5 as well. The interviewee expressed satisfaction with the changes made in terms of including open questions within the study, but they also suggested future enhancements for the tool, which was considered overall highly useful, especially in supporting the company’s decisions during the transition period from the H1 headquarters to the second one in H2.

5. Discussion

The company’s commitment to creating an inclusive and accessible working environment has led to significant improvements following the transition to their new facility from the first to the second phases of the study. Recognizing that each building is a unique prototype, carefully tailored to meet diverse needs, the company has ensured that every aspect of the space positively impacts its occupants.

The first phase of the study reported several critical issues, with particular focuses on physical accessibility and ergonomics, but also with reference to enhancing senses.

With the use of the IDEA Audit Tool, the company had the opportunity to understand the challenges related to inclusion and accessibility and successfully address them. By benchmarking the results of the two pilot studies, significant improvements have been made following the redesign of the new facility, according to the information provided in the report from the first study. Location and amenities, as well as vertical circulation, showed a significant improvement from one headquarters to the other, as the choice of the new headquarters was also influenced by the results of the first pilot. Also, the flexibility and personalization of the space, privacy issues, and spatial esthetics were given much attention in the second phase of the study to improve the characteristics of the space. Also, visual comfort, which was initially a critical issue, improved significantly in the second phase. Figure 1 shows the evolution of the results regarding people-space perception data between the first and second phases of the study based on the percentage of people who agreed with the relevant aspects.

Furthermore, the people-dynamics perception has been assessed overall with very positive feedback and denotes strong attention from the company to creating a safe, inclusive working environment where employees feel secure and part of a team (Figure 2). Most improvements were observed in the engagement with diversity. However, many of the aspects studied show slight improvements and need further insight.

It is acknowledged that neurodiverse people may bring new perspectives to a company’s efforts to create or recognize value [44].

The perception of equity and inclusion and the sense of belonging are areas in which the company provides great value for employees. The company’s focus on reducing unconscious bias, offering continuing education opportunities, and fostering self-esteem and motivation has created an inspirational and motivational culture. By prioritizing equity, inclusion, and accessibility with the support of the IDEA Audit Tool, the company has not only transformed their facility but also the experiences and well-being of their employees.

The qualitative study proved that while the tool confirmed past actions, its effectiveness in identifying future gaps represents a strength to be taken into consideration with the tool’s ability to pinpoint potential challenges. Moreover, the tool’s effectiveness could be enhanced by its ability to adapt continuously to changing contexts. As the company evolves, the tool’s adaptability to new challenges and situations becomes crucial. This highlights the usefulness of the study in bringing the attention to specific issues within the space, and in improving such issues in a second phase. However, it would be useful to also perform the test on the same building and observe improvements and critical issues. Even if in this first tests the tool was applied to the London area, it may easily find applicability in other countries in EMEA since these have similar patterns and regulations they need to abide to, such as the British Standard for accessible and inclusive environments BS8300 and the EN17210 regarding the accessibility and usability of the built environment—functional requirements. European regulations are in fact shifting towards the harmonization of accessibility and inclusion to enhance applicability in different countries. In this sense, the new IDEA Audit Tool represents an opportunity to be extended to various areas.

Further enhancements to the tool may be made, such as allowing users to attach pictures or continuously provide feedback through an app, thus providing more detailed and continuous engagement. The results of the study highlighted the importance of the IDEA Audit Tool in providing structured feedback and data enhancement in a neutral format that allows transparency and comfort for users to share feedback about any specific needs. The impact on effective communication was mentioned various times through the interview since the tool proved to be useful in enhancing communication both within the company and with employees. It showed its effectiveness in illustrating the needs in a transparent way, providing useful information for changes that need to be made, and justifying the needs for certain enhancements. This helped in accelerating improvements, based on evidence with consideration for the needs of its occupants and therefore with a user-centered approach focused on user satisfaction. The various issues resulting from the qualitative study and the main themes that emerged are illustrated in Figure 3. In fact, for the questions used for evaluating the IDEA Audit Tool (Q2–Q7), the figure shows the main phrases or aspects that have emerged from the answers, as explained in Section 4.4 which concerns feedback on the effectiveness of the IDEA Audit Tool. By further analyzing these responses, it was possible to re-group them and thus identify four main themes of interest that characterize the new tool and show its effectiveness. It is capable of providing structured feedback and enhancing data from the respondents (a), thus being useful to the company in analyzing IDEA features and improve such aspects. This contributes to an enhanced communication (b) between employees and the company’s managers as to provide immediate solutions and improvements in space design (c), while increasing user satisfaction through a user-centered approach (d).

6. Conclusions

The IDEA Audit Tool proved to be both an information and an education tool that provides insights through a strong evidence-based method for collecting feedback on the perception of the built environment from its occupants, highlighting the main points of exclusion as shown through the Section 4 and Section 5. The tool also provides evidence that support professionals and facility managers to prioritize actionable inclusive plans, as in the case of the Motionspot company.

The IDEA Audit Tool has emerged as a valuable instrument in promoting inclusion, diversity, equity, and accessibility within companies operating in the built environment, as shown in the Section 4 and Section 5, which highlight the main benefits and challenges in using the tool. Its implementation has proven successful in shedding light on areas of exclusion and identifying opportunities for improvement, ultimately empowering companies to take proactive measures towards creating more inclusive and equitable spaces.

By employing the IDEA Audit Tool, the company has been able to gain a comprehensive understanding of their current practices and policies related to IDEA, as mainly explained in Section 4.4. The tool serves as a systematic framework for evaluating various aspects of the built environment, such as physical accessibility, cultural representation, social dynamics, and equitable resource allocation. Through this assessment, companies can identify gaps, biases, and areas of potential exclusion that may have otherwise gone unnoticed.

The IDEA Audit Tool enables companies to engage in a self-reflective process, fostering a deeper awareness of their strengths, weaknesses, and areas for improvement. By highlighting points of exclusion, the tool prompts stakeholders to critically evaluate their practices and take meaningful action towards creating a more inclusive and accessible built environment.

One of the key benefits of using the IDEA Audit Tool is the emphasis it places on proactive measures and continuous improvement. Rather than being solely focused on identifying shortcomings, the tool encourages companies to view the audit process as an opportunity for growth and positive change, as it provides a roadmap for implementing targeted interventions, policies, and initiatives that address the identified areas of exclusion. Some improvements are needed, as suggested also through the qualitative study, to provide further insight for participants through visual support to engage different target users. Also, it would be necessary to perform the study in the same building in various time frames to ensure the continuous monitoring of improvements. Testing with more people that represent different target users, such as more people with specific sensory, cognitive, physical needs or different age categories, could provide evidence on the diversity of needs within space. Also, the application of the tool in different types of spaces, such as learning environments, healthcare institutions, and industrial spaces, will be valuable to provide further insights on its usefulness in a wide array of built environments.

By looking at the census and the demographic reports and predictions, the major shifts taking place globally are evident, thus reflecting the urgent need for company strategies to change to be able to answer the different needs of people and adapt to the transforming society [44]. To support these changes, the IDEA Audit Tool’s purpose is to support stakeholders in understanding people’s perception with reference to the IDEA principles, identifying the main challenges and the strategies needed to address them.

Through the implementation of the IDEA Audit Tool, stakeholders can demonstrate a commitment to fostering an environment that values diversity, promotes equity, and ensures accessibility for all stakeholders. Furthermore, the use of the IDEA Audit Tool aligns with broader societal trends and expectations. As awareness of social justice issues continues to grow, companies are under increasing pressure to be accountable for their impact on marginalized groups and address systemic inequalities. The tool serves as a tangible demonstration of a company’s dedication to these principles, signaling their commitment to creating a more just and inclusive society. Though the study needs to be tested in other contexts to increase the reliability and flexibility to various environments, it has the potential to be applied in different spaces and contexts, based on common regulations regarding the IDEA principles, such as educational and healthcare spaces. It can become a supportive, friendly, and user-centered tool for the application of these principles by different stakeholders, and thus it can contribute to overcoming challenges in the effective application of the IDEA principles, raising interest from experts and providing them with a design tool that comprises various facets of the IDEA principles. In conclusion, the results of the quantitative study and the qualitative study showcased the value of the IDEA Audit Tool as an impactful resource for companies seeking to promote and improve inclusion, diversity, equity, and accessibility in the built environment and for their employees. By using this tool, companies can identify areas of exclusion, gain valuable insights, and implement meaningful changes that create a more inclusive and accessible environment for all individuals. The tool not only benefits the company itself, but also contributes to broader societal goals of fostering equality, empowering marginalized groups, and promoting social cohesion.