The Design Studio (TDS) is a renowned firm specializing in architecture, interiors, designs, and real estate. Founded by the esteemed architect Umesh Sharma, TDS is recognized for creating spaces that reflect identity, culture, and innovation. With numerous prestigious awards to his name and a strong portfolio spanning six Indian states and international projects in Australia and New Zealand, Umesh Sharma, in fact, continues to push the boundaries of architecture and interior design.
Today, we have the pleasure of speaking with Ar. Umesh Sharma, the visionary founder of The Design Studio. A national and global award-winning architect, Sharma’s dedication to creativity and sustainability in design has earned him multiple accolades, including the Global Architect and Builders Awards (GABA) 2021 and the 30 Under 50 Best Architects of India 2020. His expertise spans across housing and hospitality projects, and his firm has been recognized as the ‘Most Promising and Leading Architecture Firm of the Year 2020’ in Punjab.
Welcome, Umesh! It’s an honor to have you with us today on CXQuest.com. Your journey in architecture and design has been inspiring, and we are excited to delve into your thoughts on customer experience (CX) in architecture and interior design. Thank you for joining us!
Understanding CX in Architecture & Interior Design
Q1. In architecture and interior design, how do you define customer experience (CX)?
US: In architecture and interior design, customer experience (CX) refers to the total impression and experience a client has from the first consultation to the end of a project while working with a design business or architect. Every point of contact between the customer and the service provider is included in CX, including post-project follow-up, design process, communication, and project execution.
Important facets of CX in this domain consist of:
- Personalization: It is the process of comprehending and converting each client’s particular requirements, tastes, and way of life into a custom design solution. This creates a deep sense of fulfillment and emotional connection.
- Communication: It’s critical to have open and honest communication throughout the process. Clear deadlines, updates, and decision-making procedures should all make clients feel valued and included.
- Design Process: Design quality and inventiveness are essential. Creating creative, useful, and visually beautiful environments while honoring the client’s vision and budget is essential to a positive CX.
- Project Execution: The client’s experience is greatly influenced by the effective management of the project, which includes keeping to the budget, on schedule, and in coordination with vendors and contractors.
- Post-Completion: Continued assistance following project completion guarantees client satisfaction and the space’s proper operation. Resolving any problems or making changes also helps to create a positive CX that lasts.
- Creating a smooth, joyful, and unforgettable journey where client feels appreciated, understood, and satisfied with the end result is the essence of the customer experience in architecture and interior design.
Q2. How important is it to align design with customer expectations, and what strategies do you use to achieve this?
US: Design must be in line with user expectations in order to produce a smooth and interesting user experience. Design that satisfies user demands increases conversions, fosters confidence, and improves user pleasure. Businesses should perform in-depth user research, collect input via surveys and usability testing, and examine consumer behavior in order to accomplish this. Continuous improvement is ensured by putting iterative design techniques like A/B testing and prototyping into practice. Furthermore, sticking to industry norms and brand identity promotes familiarity and dependability, which eventually results in a more successful good or service.
Personalization & Customer-Centric Design
Q3. TDS has a reputation for creating unique and identity-driven spaces. How do you ensure each project is tailored to the client’s specific needs and vision?
US: Every project has a separate design concept and identity till its handover. It’s difficult to meet customer centric design on some projects as design and other amenities do not meet standards but this is how TDS comes into play. We first understand requirements and accordingly we create 2-3 proposed designs. After selecting the design, we also need to customize as per customer requirement. It’s also a win-win situation when design meets good quality with using the latest technology and eco-friendly materials and also customers are satisfied and sharing their feedback.
Q4. Can you share a project where customer feedback played a critical role in shaping the final design?
US: A great example of a housing project where customer feedback that played a critical role in shaping the final design is the Nirwana Heights, Greater Mohali, Punjab
Project Overview:
Nirwana Heights is a 6 acres housing project focused on sustainability, affordability, and modern living. The developer, Taurus Investment Holdings, worked closely with potential buyers to understand their preferences before finalizing the design.
How Customer Feedback Shaped the Final Design:
- Sustainability and Energy Efficiency
- Flexible Floor Plans
- Smart Home Features
- Community Amenities
- Affordability & Cost Savings
Result:
Due to extensive customer input, Whisper Valley became a highly successful, award-winning community that set new standards for sustainable housing. The project demonstrated how integrating customer feedback could lead to a more desirable and future-proof housing development.
Innovation & Technology in CX
Q5. How is technology shaping customer experience in architecture and design today?
US: In architecture and design, technology is revolutionizing the client experience by improving efficiency, customisation, and visualization. Before construction even starts, clients can immerse themselves in 3D models of locations using tools like virtual reality (VR) and augmented reality (AR), which enhances decision-making and lowers the need for expensive revisions. Machine learning (MI) and artificial intelligence (AI) forecast trends and tailor design solutions according to customer preferences. Collaboration is streamlined by Building Information Modeling (BIM), which guarantees planning accuracy and efficiency. Furthermore, automation, sustainability, and user comfort are all integrated into smart home technologies, creating designs that are both practical and future-ready. In the end, technology is enhancing the interactiveness, client-focused ness, and sustainability of architecture and design.
Q6. Do you incorporate AI, VR, or other digital tools to enhance client engagement and project visualization?
US: At Design Studio, we used AI, VR and other digital tools to enhance client engagement and project visualization.
Sustainability & Customer Preferences
Q7. With growing awareness around sustainability, how do you integrate eco-friendly practices in your designs?
US: Creating responsible, future-proof places requires incorporating eco-friendly & sustainable practise, which are becoming a key focus in architecture and design. Among the crucial tactics are:
- Using as much natural light, ventilation, and insulation as possible will help cut down on energy use.
- Using low-carbon, locally sourced, recycled materials such as bamboo, reused wood, and green concrete is known as “sustainable materials.”
- Energy-Efficient Systems: To reduce the carbon footprint, integrate solar panels, intelligent HVAC systems, and energy-efficient lighting.
- Water conservation measures include drought-resistant landscaping, greywater recycling, and rainfall collection.
- Green Certifications: Ensuring long-term environmental advantages by designing to fulfill sustainability standards such as LEED, WELL, or others.
Green Architecture Demands
Q8. Have you noticed an increased demand from clients for green architecture? How do you balance sustainability with aesthetics and budget?
US: Yes, we get it from bigger groups, however the awareness of Green Architecture in urban areas still has a gap. On the other hand, if someone is not aware of green architecture, we inform them how it’s useful for our next generation and for the environment as a responsible architect.
Smart design decisions that combine cost-effectiveness, efficiency, and attractiveness are necessary to strike a balance between sustainability, aesthetics, and budget. Energy use can be decreased without incurring additional expenses by giving priority to passive design techniques like natural lighting and ventilation. Choosing low-impact, repurposed, or locally sourced materials guarantees sustainability without sacrificing aesthetic appeal. Although purchasing energy-efficient devices may cost more up front, they save money over time. Furthermore, eco-conscious design is made both functional and aesthetically pleasing by utilizing cutting-edge design techniques like biophilic features and modular construction, which contribute to a seamless fusion of sustainability, affordability, and beauty.
Challenges & Industry Trends
Q9. What are some of the biggest CX challenges in the architecture and design industry today?
US: Sharing a few CX challenges in the architecture and design industry in these days including:
- Managing Client Expectations: Clients frequently have trouble seeing the end result, which causes expectations to be out of alignment. This gap can be closed with the use of VR, AR, and realistic renderings.
- Budget and Timeline Restrictions: It might be difficult to strike a balance between project deadlines, financial constraints, and design goals. Value engineering and open communication aid in cost optimization without sacrificing quality.
- Cost vs. Sustainability Issues: A lot of customers are concerned about increased expenses but want sustainable solutions. This problem can be resolved by teaching them about the ROI and long-term advantages of green design.
- Keeping Up with Changing Technology: As smart systems, AI-driven design solutions, and new digital tools develop quickly, businesses must keep up while making sure their clients can easily embrace them.
- Collaboration and Communication: It’s important, but frequently difficult, for designers, architects, contractors, and clients to coordinate seamlessly. Workflows can be streamlined by using project management software, BIM, and explicit documentation.
Evolving Customer Expectations
Q10. How do you see customer expectations evolving in the next five years, and how is TDS preparing for these changes?
US: Mentioning a few trends which will be evolving in the next five years.
Sustainability & Eco-conscious Design: Customers will demand energy-efficient buildings, sustainable materials, and carbon-neutral designs. Recycled, upcycled, and locally sourced materials will be utilized more into design. Also, certifications like LEED and WELL will become a priority.
Smart & Tech-Integrated Spaces: Homes and offices will require seamless integration of AI, IoT, and automation. Expect demand for VR/AR in design previews along with voice-controlled lighting, security, temperature, and smart furniture.
Flexible & Multi-Functional Spaces: Post-pandemic lifestyle changes mean customers seek adaptable layouts (e.g., work-from-home spaces). Modular furniture and reconfigurable rooms will become standard. Spaces will need to balance work, wellness, and leisure seamlessly.
Personalization & Bespoke Design:
Customers will be keen on highly personalized and unique designs aesthetics. AI-driven customization and 3D printing will influence interior design solutions.
Health & Wellness-Oriented Interiors: Air and water purification systems will be expected in homes and offices. Non-toxic, hypoallergenic materials and paints will be a priority. Ergonomic furniture and lighting solutions will be crucial for well-being.
How The Design Studio Prepares?
Invest in Green & Sustainable Practices: We will use energy-efficient construction and sustainable materials. Also, obtain green certifications and align with global sustainability goals. Leverage Technology & Smart Solutions Train staff in AI-driven and AR/VR-enabled design tools which can offer smart home automation and IoT-integrated designs.
Enhance remote consultation & Experience: TDS will utilize VR/AR for design previews and remote consultations for different cities and countries. Provide online customization tools for personalized design experiences. Prioritize Wellness & Biophilic Design: Will Incorporate natural elements and wellness-oriented in our interior’s designs. Develop designs that improve air quality, lighting, and comfort.
The Role of Awards & Recognition in Customer Trust
Q11. TDS has received several prestigious awards. How do these recognitions influence customer trust and brand credibility?
US: In some ways, awards and recognition highlight your efforts and commitment, but at TDS, we place more emphasis on completing our projects on schedule time. Yes, it is valuable to us if any institution thinks our work is worthy of recognition.
Q12. Do clients approach you with a higher level of confidence due to your firm’s award-winning status?
US: I think it’s something beyond this. If our clients are happy with your work & delivery which will be an award-winning status for us. Also, they will refer to our work some other like their friends, family and networks.
Global vs. Local Perspectives on CX
Q13. You’ve worked on projects in multiple states across India as well as in Australia and New Zealand. How do customer expectations differ in these regions?
US: Because of differences in climate, lifestyle, and cultural factors, customers in Australia and New Zealand have different expectations. Because of their harsh climate, Australians place a high value on open-plan living, seamless indoor-outdoor areas, and smart home technologies. They also place a lot of emphasis on sustainability. New Zealanders, on the other hand, place a premium on homes that are small, earthquake-resistant, and well-insulated. They also choose natural materials and energy-efficient solutions. While Australian cities are looking for luxury and high-end finishes, New Zealand consumers are more interested in locally made, long-lasting, and functional designs that incorporate Maori and Pacific-inspired components. While sustainability is valued in both economies, Australia and New Zealand have different goals. Australia prioritizes technology and climate adaptation, while New Zealand places more emphasis on resilience and craftsmanship.
Lessons from International Projects
Q14. What lessons from international projects have influenced your approach to CX in Indian architecture?
US: The significance of user-centric design, smart technology, and sustainability in influencing customer experience (CX) in Indian architecture has been brought to light by international initiatives. While Japan’s modular and space-saving designs provide ideas for solutions to India’s urban density, Europe’s energy-efficient buildings teach us about passive cooling and green materials. Australian homes’ seamless indoor-outdoor living has influenced Indian biophilic design ideals. Furthermore, designs in the Middle East demonstrate climate-responsive architecture, which is essential given India’s varied environment. Indian design may improve sustainability, functionality, and customization by incorporating these global principles, producing environments that meet changing client demands.
The Future of CX in Architecture & Interior Design
Q15. What’s next for The Design Studio in terms of improving customer experience?
US: In The Design Studio’s personalized solutions, immersive design technologies like VR and AR, and clear communication that can improve client engagement and decision-making. Designs are in line with contemporary lives when eco-friendly materials, smart home integration, and adaptable spaces are prioritized. Building confidence and satisfaction requires providing open and honest project timetables, real-time updates, and post-project assistance. By focusing on seamless collaboration, innovative technology, and sustainable practices, architects can create spaces that not only meet but exceed customer expectations.
Q16. Any upcoming projects or innovations that you’re excited to share?
US: Every project is exciting for us to work on. We always try on what new features & amenities we can enhance. As we move into 2025, the focus on creating spaces that are Technology like AR, VR & smart home, sustainable, flexible, and wellness-driven will continue to shape the future of design, inspiring a new era of innovation and creativity.
Umesh, thank you for sharing such valuable insights on customer experience in architecture and interior design. In fact, your approach to creating spaces that are both functional and emotionally resonant truly sets TDS apart.
It has been a pleasure having you on CXQuest.com. In fact, your dedication to innovation, sustainability, and customer-centric design is inspiring. We look forward to seeing how The Design Studio continues to evolve and redefine customer experiences in architecture. Thank you once again for your time and expertise!
