{"id":77365,"date":"2025-11-19T08:00:52","date_gmt":"2025-11-19T13:00:52","guid":{"rendered":"https:\/\/www.workdesign.com\/?p=77365"},"modified":"2025-11-20T18:21:15","modified_gmt":"2025-11-20T23:21:15","slug":"designing-for-perpetual-change-jlls-stephen-jay-on-building-workplaces-people-choose-to-use","status":"publish","type":"post","link":"https:\/\/www.workdesign.com\/2025\/11\/designing-for-perpetual-change-jlls-stephen-jay-on-building-workplaces-people-choose-to-use\/","title":{"rendered":"Designing for Perpetual Change: JLL&#8217;s Stephen Jay on Building Workplaces People Choose to Use"},"content":{"rendered":"<h2>Flexibility isn\u2019t just a design strategy &#8211; it\u2019s a business imperative. <a href=\"https:\/\/www.linkedin.com\/in\/stephenjay1\/\" target=\"_blank\" rel=\"noopener\">Stephen Jay&#8217;s<\/a> work explores how adaptable, experience-driven environments can strengthen culture, support change and inspire people to show up.<\/h2>\n<p><img loading=\"lazy\" decoding=\"async\" class=\" wp-image-77368 alignleft\" src=\"https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/Stephen-F.-Jay-headshot-Oct2023.png\" alt=\"\" width=\"253\" height=\"253\" srcset=\"https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/Stephen-F.-Jay-headshot-Oct2023.png 512w, https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/Stephen-F.-Jay-headshot-Oct2023-300x300.png 300w, https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/Stephen-F.-Jay-headshot-Oct2023-150x150.png 150w, https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/Stephen-F.-Jay-headshot-Oct2023-70x70.png 70w, https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/Stephen-F.-Jay-headshot-Oct2023-32x32.png 32w, https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/Stephen-F.-Jay-headshot-Oct2023-48x48.png 48w, https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/Stephen-F.-Jay-headshot-Oct2023-80x80.png 80w, https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/Stephen-F.-Jay-headshot-Oct2023-180x180.png 180w\" sizes=\"auto, (max-width: 253px) 100vw, 253px\" \/><\/p>\n<p data-start=\"156\" data-end=\"482\">With more than 20 years of experience bridging the worlds of retail, hospitality and workplace design. Stephen Jay helps global brands translate their identities into physical experiences that are not only visually compelling but also agile, scalable and people-centered.<\/p>\n<p data-start=\"484\" data-end=\"838\">Driven by a passion for innovation and a belief that design should deliver both economic and human value, Jay brings an entrepreneurial mindset to every challenge. He has built high-performing teams, uncovered unmet customer needs and applied design thinking to help organizations grow, differentiate and connect more meaningfully with their audiences. We recently caught up with him and here&#8217;s what he had to share.<\/p>\n<p data-start=\"484\" data-end=\"838\"><div class=\"sc-separator type-thin\"><\/div>\n<h3>WDM: You\u2019ve helped global retail brands rethink physical environments around experience and adaptability. How are those same principles influencing how JLL approaches flexible workplace design?<\/h3>\n<p><span style=\"font-weight: 400;\"><strong>Stephen Jay:<\/strong> In retail, we design for <strong>perpetual change<\/strong> without rebuilding stores. We can apply the same logic to workplace: we can create spaces with a \u201ckit-of-parts\u201d such as reconfigurable walls, mobile hubs, power-anywhere, etc. Like retail stores adapt to different types of shopping trip missions, <em>workplaces can quickly reshape for different work styles:<\/em> whether people need to collaborate, workshop ideas or focus. We add support services like concierge, on-site tech support and light refreshment options to make space multi-functional in a meaningful way.\u00a0<\/span><\/p>\n<div id='gallery-1' class='gallery galleryid-77365 gallery-columns-2 gallery-size-full'><figure class='gallery-item'>\n\t\t\t<div class='gallery-icon portrait'>\n\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"1501\" src=\"https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/WarnerMusic_GibsonPhoto_2b-scaled-e1762789966267.jpg\" class=\"attachment-full size-full\" alt=\"\" aria-describedby=\"gallery-1-77422\" \/>\n\t\t\t<\/div>\n\t\t\t\t<figcaption class='wp-caption-text gallery-caption' id='gallery-1-77422'>\n\t\t\t\tFlexible partition screens at Warner Music Africa enable flexibility with dividing spaces for small meetings or larger collaboration sessions, buffering sound while letting light shine through.\n\t\t\t\t<\/figcaption><\/figure><figure class='gallery-item'>\n\t\t\t<div class='gallery-icon portrait'>\n\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"1501\" src=\"https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/WarnerMusic_GibsonPhoto2-scaled-e1762789976384.jpg\" class=\"attachment-full size-full\" alt=\"\" aria-describedby=\"gallery-1-77423\" \/>\n\t\t\t<\/div>\n\t\t\t\t<figcaption class='wp-caption-text gallery-caption' id='gallery-1-77423'>\n\t\t\t\tEach screen is used to hang artwork that rotates through, making the space feel continuously refreshed, inspirational and culturally relevant. Sean Gibson, Courtesy of JLL\n\t\t\t\t<\/figcaption><\/figure>\n\t\t<\/div>\n\n<p><span style=\"font-weight: 400;\">Our <\/span><a href=\"https:\/\/www.jll.com\/en-us\/insights\/workforce-preference-barometer\/?utm_source=workdesignmagazine&amp;utm_medium=synd&amp;utm_campaign=gl-us-wd-pds-designsolutions-0824&amp;utm_content=wdm-stephen-jay-article\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">research<\/span><\/a><span style=\"font-weight: 400;\"> shows that when workplaces <em>feel high-quality<\/em> and <em>adapt quickly,<\/em> people actually want to use them \u2014 so flexibility isn\u2019t just operational; it\u2019s <em>cultural.<\/em> <\/span><\/p>\n<blockquote><p><span style=\"font-weight: 400;\">This means flexibility isn&#8217;t just about saving money on workspace changes. It&#8217;s about creating a culture where people choose to come into the office. <\/span><\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">When the space adapts quickly and feels premium, managers don&#8217;t have to force compliance with return-to-office policies. The environment itself becomes the draw.\u00a0<\/span><\/p>\n<h3>WDM: Many companies underestimate how <strong>brand identity<\/strong> should translate into flexible space. What are the most effective ways to keep a company\u2019s DNA visible in spaces that continually reconfigure?<\/h3>\n<p><span style=\"font-weight: 400;\"><strong>Stephen Jay: <\/strong>Your brand should work as a <em>complete system<\/em> and <em>be the bones of your flexible workspace design,<\/em> not just decorative touches. For our clients, we create a consistent set of materials and colors that can be used throughout any space. Then we anchor everything with one or two standout design elements. Digital displays can be updated with fresh content, while purposeful objects \u2014 <em>like cultural pieces, modular furniture or movable partitions<\/em> \u2014 encourage the different behaviors you want to see in a space. The result is adaptable offices that stay true to your brand through core design elements that never change, plus flexible layers you can easily update.<\/span><\/p>\n<h3>WDM: What metrics or indicators do you use to evaluate whether a flexible space is successful and how you go about measuring them? For example: occupancy utilization, employee satisfaction, time to reconfigure, cost savings?<\/h3>\n<p><span style=\"font-weight: 400;\"><strong>Stephen Jay: <\/strong>We track several key areas to measure success. For space usage, we look at how busy areas get during peak times versus average days, how long people actually use different seats and rooms, and the balance of use across different zones or <strong>\u201cneighborhoods.\u201d<\/strong> We measure the practical side too \u2014 how long it takes to rearrange spaces and how much staff time that requires.<\/span><\/p>\n<figure id=\"attachment_77426\" aria-describedby=\"caption-attachment-77426\" style=\"width: 1000px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-77426\" src=\"https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/Accell3-scaled-e1762793114552.jpg\" alt=\"\" width=\"1000\" height=\"595\" \/><figcaption id=\"caption-attachment-77426\" class=\"wp-caption-text\">Why not incorporate your product into flexible design? Accell Group, a cycling company, balances bicycles on flexible lockers that curve through the office along a simulated a bike path. The path winds through different neighborhoods and work zones. Common areas are designed to change as needed for gatherings, cordoned off with transparent curtains that define space without blocking light or air flow. Image Courtesy of JLL.<\/figcaption><\/figure>\n<p><span style=\"font-weight: 400;\">Then we collect space use insights: we gather feedback through tailored questionnaires, task-space fit evaluations and satisfaction scores. We ask whether the space actually supports the work they&#8217;re trying to do, if it&#8217;s comfortable, and whether it&#8217;s worth the commute.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And we track the business impact: <em>what each change costs, how much energy we save and how often people actually collaborate in the space.<\/em> It can be useful to correlate policy sentiment versus actual attendance and test whether quality upgrades close any gaps. Some <\/span><a href=\"https:\/\/www.jll.com\/en-us\/insights\/occupancy-benchmark-report?utm_source=workdesignmagazine&amp;utm_medium=synd&amp;utm_campaign=gl-us-wd-pds-designsolutions-0824&amp;utm_content=wdm-stephen-jay-article\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">methods for measurement<\/span><\/a><span style=\"font-weight: 400;\"> for this include sensors and bookings, pulse surveys, post-event debriefs, quarterly \u201cspace health\u201d reviews and focus groups.<\/span><\/p>\n<h3>WDM: Occupancy is no longer a fixed variable. How do your teams design environments that can flex between peak collaboration and quiet focus &#8211; without losing aesthetic or functional cohesion?<\/h3>\n<p><span style=\"font-weight: 400;\"><strong>Stephen Jay: <\/strong>To balance collaboration and focus, for example, we might design <strong>layered neighborhoods<\/strong><em>:<\/em> a quiet core with library rules, a team perimeter for workshops and meetings, and buffers to absorb noise. One-touch modes can shift lighting, A\/V and furniture from \u201cFocus\u201d to \u201cWorkshop\u201d mode in minutes, enabled by power and data enabled everywhere. A <em>focused material palette<\/em> preserves aesthetic cohesion, frictionless technology enables instant participation, and clear wayfinding and light concierge support keeps it humming.<\/span><\/p>\n<h3>WDM: Retail excels at turning square footage into emotional experiences. How can workplace designers borrow that storytelling mindset to make even hot-desking and hybrid setups feel intentional?<\/h3>\n<p><span style=\"font-weight: 400;\"><strong>Stephen Jay: <\/strong>Script the day like a store journey: welcoming threshold (lockers, tech check), orientation cue (schedule and vibe), anchor moments (community table, caf\u00e9 pit-stop, demo wall), micro-scenes (phone alcoves, huddle nooks), graceful exit (reset ritual). When you use design to <em>transform work into a narrative<\/em> with roadmaps, prototypes and recognition, even a hoteling seat feels intentional.<\/span><\/p>\n<h3>WDM: The workplace has never been more fluid. From your perspective, what\u2019s driving the shift toward flexible design &#8211; and what\u2019s keeping some organizations from fully embracing it?<\/h3>\n<p><span style=\"font-weight: 400;\"><strong>Stephen Jay: <\/strong>Drivers for shifting to flexible office design include variable occupancy rates, portfolio optimization, improved sustainability and enhanced employee satisfaction (which connects to talent attraction and retention).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Barriers include legacy leases\/furniture, fragmented HR\/IT\/Real Estate governance, inconsistent policy enforcement and poor hybrid tech. Breaking down these barriers requires executive sponsorship, a unified space\/service operating model, funded change management programs and key performance indicator (KPI) ties to culture and space performance \u2014 <em>not just cost.<\/em><\/span><\/p>\n<h3>WDM: According to <strong><a href=\"https:\/\/www.jll.com\/en-us\/insights\/workforce-preference-barometer\/?utm_source=workdesignmagazine&amp;utm_medium=synd&amp;utm_campaign=gl-us-wd-pds-designsolutions-0824&amp;utm_content=wdm-stephen-jay-article\" target=\"_blank\" rel=\"noopener\">JLL\u2019s Workforce Preference Barometer<\/a>,<\/strong> how can adaptable furniture and reconfigurable layouts create truly \u201ccommute-worthy\u201d office days that convert policy acceptance into actual attendance.<\/h3>\n<p><span style=\"font-weight: 400;\"><strong>Stephen Jay: <\/strong>The study found 72% positive ratings on structured hybrid attendance policies, yet that rating comes with a caveat: the majority of those employees with a positive view work in offices that balance business needs with <em>employee wellbeing<\/em> through intentional office design, health services, social infrastructure and mobility support. Interestingly, employees with negative views on hybrid policies are communicating the same value system with the difference being that work-life balance is missing. When employees don\u2019t feel valued or supported, they expect compensation for their commute and flexible hours.\u00a0<\/span><\/p>\n<figure id=\"attachment_77428\" aria-describedby=\"caption-attachment-77428\" style=\"width: 800px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-77428\" src=\"https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/WarnerMusic_GibsonPhoto.jpg\" alt=\"\" width=\"800\" height=\"533\" srcset=\"https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/WarnerMusic_GibsonPhoto.jpg 800w, https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/WarnerMusic_GibsonPhoto-300x200.jpg 300w, https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/WarnerMusic_GibsonPhoto-768x512.jpg 768w, https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/WarnerMusic_GibsonPhoto-696x464.jpg 696w, https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/WarnerMusic_GibsonPhoto-240x160.jpg 240w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><figcaption id=\"caption-attachment-77428\" class=\"wp-caption-text\">From place to platform: Warner Music Africa\u2019s reception area doubles as a work caf\u00e9 during the day and performance venue at night for client events. It also features design elements and artwork from the community to enhance branding, culture and personalization. Sean Gibson, Courtesy of JLL.<\/figcaption><\/figure>\n<p><span style=\"font-weight: 400;\">To draw employees into the office, they are looking for local character and community integration, creative spaces, onsite food and health services, and better hybrid tech in the workplace. Some ideas to achieve <em>higher voluntary attendance with less need for manager enforcement<\/em> include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Programming magnet days with client demos or learning sprints and restaging overnight with <strong>adaptable furniture<\/strong><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Localizing <strong>office neighborhoods<\/strong> with materials\/art that reflect the community outside the office, plus creative spaces and wellness micro-zones<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><strong>Hospitality<\/strong> where work happens with great coffee, healthy grab-and-go, and tech concierge embedded in team areas<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Frictionless <strong>hybrid technology<\/strong> where every seat is meeting-ready, and presets advertise the day\u2019s vibe and where to plug in<\/span><\/li>\n<\/ul>\n<h3>WDM: Looking ahead, do you think the \u201cflexible office\u201d will become a core part of a company\u2019s brand experience &#8211; much like flagship stores are for retailers? What does that evolution look like from JLL\u2019s perspective?<\/h3>\n<p><span style=\"font-weight: 400;\"><strong>Stephen Jay: <\/strong>Absolutely. People reward high quality experiences with their presence. <\/span><\/p>\n<blockquote><p><span style=\"font-weight: 400;\">The most effective offices are shifting from <strong><em>place to platform<\/em><\/strong> &#8211; a dynamic, reconfigurable work experience that might host product showcases, partner residencies and community programming.<br \/>\n<\/span><\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">Add in seasonal drops of layouts and content; measurable audience outcomes like attendance, learning hours and client conversion; and a brand system that scales from hub to satellite, while honoring local character. Office flexibility will continue to evolve to support the brand, business goals and employee expectations, and so must be integrated into the design so that it\u2019s a part of each workplace experience, every day.<\/span><\/p>\n<div class=\"sc-separator type-thin\"><\/div>\n<h2>Want more insights?<\/h2>\n<h3>JLL\u2019s\u00a0<a href=\"https:\/\/www.linkedin.com\/in\/susan-chang-arido-ncidq-leed-ap-bcin-lean-12527130\/?originalSubdomain=ca\" target=\"_blank\" rel=\"noopener\">Susan Chang<\/a>\u00a0reveals how \u201cvibrancy mapping\u201d and seamless tech integration are reshaping office design for engagement, flexibility, and long-term value.<\/h3>\n<p><a href=\"https:\/\/www.workdesign.com\/2025\/09\/designing-for-vibrancy-susan-chang-on-seamless-tech-inclusive-workplaces-and-the-future-of-office-design\/\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-77378 size-full\" src=\"https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/JLL-Birmingham-Collaboration-and-Town-Hall-space-Jonathan-Banks.jpg\" alt=\"\" width=\"800\" height=\"533\" srcset=\"https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/JLL-Birmingham-Collaboration-and-Town-Hall-space-Jonathan-Banks.jpg 800w, https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/JLL-Birmingham-Collaboration-and-Town-Hall-space-Jonathan-Banks-300x200.jpg 300w, https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/JLL-Birmingham-Collaboration-and-Town-Hall-space-Jonathan-Banks-768x512.jpg 768w, https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/JLL-Birmingham-Collaboration-and-Town-Hall-space-Jonathan-Banks-696x464.jpg 696w, https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/JLL-Birmingham-Collaboration-and-Town-Hall-space-Jonathan-Banks-240x160.jpg 240w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/a><\/p>\n<div class=\"sc-separator type-thin\"><\/div>\n<h3>JLL\u2019s <a href=\"https:\/\/www.linkedin.com\/in\/christina-piper-12aa2816\/\" target=\"_blank\" rel=\"noopener\">Christina Piper<\/a> shares how Gen Z is shaping workplaces with values-driven, inclusive, and sustainable design that supports ROI.<\/h3>\n<p><a href=\"https:\/\/www.workdesign.com\/2025\/10\/designing-for-the-future-christina-piper-on-how-values-inclusivity-and-sustainability-define-the-next-generation-workplace\/\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-77379 size-full\" src=\"https:\/\/www.workdesign.com\/wp-content\/uploads\/2025\/11\/JLL-Brussels-2-2048x1365-1-e1762365302774.jpg\" alt=\"\" width=\"1000\" height=\"667\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Flexibility isn\u2019t just a design strategy \u2014 it\u2019s a business imperative. Stephen Jay&#8217;s work explores how adaptable, experience-driven environments can strengthen culture, support change and inspire people to show up.<\/p>\n","protected":false},"author":443,"featured_media":77421,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[219],"tags":[31698,31871,31867,439,6697,503,31869,374,31870,31868,16920,30595],"class_list":{"0":"post-77365","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-expert-insights","8":"tag-adaptable-furniture","9":"tag-commute-worthy","10":"tag-designing-for-perpetual-change","11":"tag-employee-wellbeing","12":"tag-flexible-office","13":"tag-hospitality","14":"tag-hybrid-technology","15":"tag-jll","16":"tag-jlls-workforce-preference-barometer","17":"tag-office-neighborhoods","18":"tag-physical-environment","19":"tag-stephen-jay"},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.9 (Yoast SEO v26.5) - 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