In this episode of What the F is Happening to the Office?, Bob Fox sits down with Lauren Hasson, Senior Vice President of Workplace Strategy at JLL, to explore why the post-pandemic workplace hasn’t evolved as expected—and how we can fix that.
Lauren shares how companies can turn their office into a “living lab” for innovation, why choice is the ultimate workplace benefit, and what leaders need to know about data, behavior, and the real ROI of good workplace design. If you’re a designer, facility manager, strategist, or just rethinking how and where we work—don’t miss this conversation.
6 Takeaways From the Conversation with Lauren Hasson,
1. Workplace Strategy = User Experience
“Think of workplace strategy like UX for physical space.” Design isn’t just about layout and finishes—it’s about how people interact with the environment. Every decision should be rooted in the experience of the end user, from entry to exit.
2. Experimentation Should Be Ongoing, Not One-Time
“Every office should have a living lab.” Organizations need to treat space as a platform for learning. Instead of static environments tied to long leases, create zones for A/B testing layouts, furniture, or tech—then iterate based on real behavior.
3. Choice Is the Ultimate Amenity
“People perform better when they can choose where and how they work.” Design for neurodiversity and personal preference by offering a variety of settings: quiet zones, collaborative spaces, open lounges, and private focus areas. Flexibility in choice = increased satisfaction and performance.
4. Metrics Need an Upgrade
“Stop relying solely on RSF per seat.” Real estate metrics should shift from space density to experience-based value—like RSF per person (including shared space), cost per visit, and employee engagement scores tied to specific spaces.
5. Design Alone Isn’t Enough—Leadership Must Model Behavior
“If the work café isn’t being used, look at how leadership is using it.” Even the best-designed spaces fall flat if not actively embraced by leadership. Leaders need to be visible in shared areas to give others permission to use them fully.
6. Beautiful, Thoughtful Design Matters More Than Ever
“We’re competing with home offices now.” People have curated their own work-from-home experiences—and expect the office to feel just as good or better. Aesthetics, comfort, and emotional tone now play a critical role in workplace success.
Want More Insights From Lauren Hasson?
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Meet Lauren Hasson
Lauren Hasson is JLL’s Senior Vice President, Workplace Strategy. As companies struggle to navigate a new era of work, brokers call upon Hasson’s expertise to help their clients improve all dimensions of workplace experience, from hybrid policies to how the client’s office is designed. JLL formed its workplace strategy team in 2021 in response to evolving client needs. Through her efforts, Hasson proves that workplace strategy isn’t a “nice to have”; it’s a “need to have” in CRE.
Hasson’s clients lean on her for frequent touchpoints and direction as they refine their approach to flexible work. Her expertise is highly revered because she combines multiple disciplines – design, organizational psychology, human behavior, and business acumen – for solutions. She frequently speaks at conferences and industry events and often contributes to thought leadership pieces with local news outlets.
Key Moments
02:53 – Intro: Lauren’s Background
03:20 – Defining Workplace Strategy
04:02 – Did We Waste the Moment?
05:35 – Survey Reveals Lack of Innovation
07:30 – Why Companies Avoid Experimenting
10:00 – Workplace as a Living Lab
12:19 – The Power of Choice
14:40 – Collaboration and Social Design
16:35 – Making Use of Workplace Data
18:07 – Most Used Data Types
19:24 – Architects Should Push Harder
20:40 – Flexibility and Modularity
22:22 – Small Company Strategies
23:15 – Human-Centric Workspaces
23:47 – New Workplace Performance Metrics
25:18 – Return to Office Trends
26:25 – Rethinking Mandates
27:35 – Incentives That Didn’t Work
28:10 – Top Amenities: Food, Fitness, Meeting Spaces
28:54 – Regional Variations and Trends
31:41 – Leadership Sets the Tone
32:50 – AI as a Strategy Tool
33:50 – Where to Begin Strategically
37:00 – Future Trends: Aesthetics and AI
39:00 – Sustainability is Table Stakes
40:10 – Final Thoughts: Keep Pushing for Change
Credits:
- Created & Directed By Bob Fox
- Produced By Work Design Studios
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