Enhancing Value for End Users—a Case Study of End-User Involvement

Tale Kleveland Spiten1, Amin Haddadi2, Marit Støre-Valen3 & Jardar Lohne4

1M.Sc. Student, Norwegian University of Science and Technology (NTNU) Norway, +47 974 23 393, [email protected]
2Ph.D. Candidate, NTNU, Norway, +47 977 98 227, [email protected]
3Associate Professor, NTNU, Norway, +47 918 97 967, [email protected]
4Researcher, dr. art, NTNU, Norway, +47 735 94 670, [email protected]


This paper explores the understanding of value in university buildings and tries to identify how value for end users can be obtained through end-user involvement in the pre-design stage of university buildings projects through a case study. The results from Statsbygg’s (SB) customer satisfaction surveys from 2010 to 2014 have revealed decreasing customer satisfaction in the sector. Consequently, several lease agreements have not been renewed due to dissatisfaction with the building mass offered and lack of consultation with end users. The results of the case study show that value-enhancing elements of university buildings in Norway create optimal conditions for teaching, learning, and research. To achieve adaptability in the building, which is needed to meet rapid changes in academia, end-user involvement in the pre-design phase, with a focus on excellent communication, an understanding of end-user value, and innovation, is valuable and necessary. This study indicates that further studies implementing strategies such as including the use of Building information modeling (BIM) tools and appointing a user coordinator with technical competence are recommended to give a better understanding of the advantages of optimal end-user involvement.


University buildings, value-enhancing elements, collaboration, end users, Lean Construction



Spiten, T. K. , Haddadi, A. , Støre-Valen, M. & Lohne, J. 2016. Enhancing Value for End Users—a Case Study of End-User Involvement, 24th Annual Conference of the International Group for Lean Construction , -. doi.org/

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