Putting Customer Experience at the Forefront of Construction Technology
In the age of intuitive apps like Amazon, Yelp and Waze, people are conditioned to expect information instantly. Naturally, construction project owners and managers want the same type of experience from their project management technology. Beyond tracking scope, schedule and risk, project owners want to access all the information about their project in real time—from planning through close-out—from anywhere. As market expectations increase, predictive analytics serve as a valuable opportunity for project managers to capture savings and prevent potential challenges.
With a seemingly endless supply of data sources, improving the human experience in project management has focused on sifting through available information to find insights that simplify decision-making. However, the ability to use that information to improve outcomes in a way that people enjoy, and that fosters a sense of pride in the work they do, is a unique opportunity.
Data is as much about behavior as performance
Picture a construction site. Using cameras and remote sensors, you could manage the project remotely while receiving all the same sensory information as if you were there. With a tightening labor market, getting the best people to the site may no longer be possible. Just as surgery can now be performed on a patient in Baltimore by a remote specialist in Boston, augmented and virtual reality technologies give project teams the opportunity to access the best construction experts without requiring them to relocate or even travel to the site.
Sharing the information from cameras and sensors with the experts can improve project success, but automating the insights from this data could extend the benefits even further. For instance, consider onsite sensors that monitor noise levels, dust, debris and near misses. The produced data can be automatically analyzed and presented in business intelligence tools to inform decisions.
Imagine, then, if predictive models were developed using artificial intelligence and machine learning. Using these technologies and data from multiple sites could determine which activities are most likely to disturb the nearby community or cause work injuries. With these insights, you could inform community stakeholders in advance and take precautionary measures that minimize the impact on living and working conditions. Technology that can predict when construction will back up traffic or cause disruptive noise could help you get in front of a community’s concerns before they become complaints.
Using artificial intelligence and algorithms that can predict future scenarios and grow smarter over time will improve the way organizations meet their goals, help project teams exceed stakeholder expectations and positively impact the communities where they operate. Arcadis is using many of these technologies in our own digital transformation as we focus on enhancing the customer experience.
Everything we now know as normal and helpful to our daily lives was once futuristic and uncharted. Putting the customer experience at the heart of how we develop project management technology will help mainstream the emerging tools that will ultimately deliver a safer, more enjoyable human experience.
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