We know how much technology there is in offices. From building apps and booking systems to digital access control and connectivity. But, as anyone who has ever struggled with a bugging app or patchy Wi-Fi knows, not every tech solution actually makes work easier. At our recent panel with Trustek, this topic sparked a debate: when does technology truly enable, and when does it just get in the way?
Peter McNamara (Union Investment Real Estate GmbH) summed up a common frustration: “Building apps are interesting from the landlord side, but a lot of apps have less than 30% take-up. It feels like you’re always trying to sell something they don’t want.” Many landlords and operators invest heavily in digital platforms, hoping to boost engagement or streamline operations. Yet, if these tools don’t solve a real problem for occupiers, they risk becoming digital clutter.
This is not just an inconvenience. Low adoption rates mean wasted investment and missed opportunities to improve the tenant experience. As recent industry surveys show, nearly half of employees say new workplace tools disrupt their workflow rather than help it[1]. The key is to focus on technology that genuinely adds value.
The best workplace technology is invisible. It just works. As McNamara put it, “Tech is disrupting everything we do, but service levels really come down to what we’re doing in the moment. You need humans behind AI to drive ultimate service levels.” Technology should support great service, not replace it.
Before rolling out a new workspace management platform, ask: does this solve a real need for our occupiers? Will it make their day easier, or does it simply add another password to remember? And how does it work with our existing tech? Involving tenants in the decision-making process and piloting new tools with smaller groups can help ensure that technology is fit for purpose.
App fatigue is real. With so many platforms vying for attention, employees can quickly become overwhelmed. The solution is not more apps, but better ones. Focus on intuitive design, seamless integration, and clear communication about the benefits. As Freddie Pritchard-Smith (Trustek) noted, “Making tech usable is the first step, after that you can start clubs and build community”, first and foremost “people come to work to work.” Your tenants want an app that will help their day to day experience, not hinder it.
One area where technology shines is in data-driven decision making. Pritchard-Smith highlighted, “Using data to track usage of amenities like gyms means you can re-evaluate costs. We speak about this for allocating desks and breakout areas, but it’s just as relevant for those amenity spaces too.” Occupancy data helps landlords and operators understand what is actually being used, so they can invest in the features that matter most.
The most successful buildings are those where technology is thoughtfully chosen and carefully implemented. This means:
Technology has the power to transform the workplace, but only when it is used with purpose. For both landlords and flex operators, the goal should be to enable better experiences, not just add more features. By listening to occupiers, focusing on real needs, and keeping service at the heart of every decision, technology can be an asset and not an annoyance.
[1] https://www.techmonitor.ai/digital-economy/ai-and-automation/workplace-technology-adoption-survey
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