This graduation project explores the disconnect between perceived and actual workspace occupation at the Dutch Ministry of Justice and Security. Data of workspace occupancy shows sufficient availability, but employees experience that there isn’t sufficient workspace. Using literature on hybrid working and hotdesking, ethnographic observations, interviews, and ministry data, the research reveals the key factors that create this disconnect. These are department specific occupancy peaks and one-size-fits-all solutions that are directly in line against good hybrid working policy.
A big challenge in this research was the employees’ research fatigue. This makes direct interviews impossible. To overcome this challenge, AI-generated stakeholders were used, informed by input from client managers. This method evolved into GroupMind.ai, a simulated AI focus group methodology that allows the ministry’s service centre to test workspace policy changes and receive diverse department-specific feedback.
The project demonstrates how strategic design and AI can help the ministry better assess user needs, bridge empathy gaps, and validate policies more effectively in complex and constantly changing hybrid work environments.