Several studies have pointed out the importance of client requirements management and the difficulties for implementing it in the construction industry due to the complex nature of its processes. In the low-income housing sector, final clients rarely take part directly in the product development process and for this reason their needs are usually not properly captured and translated into requirements, and consequently these are not properly considered by the design team. This requires important changes in the way the product development process is managed. This paper presents a study on requirements processing of a set of projects of the Residential Leasing Program. This study emphasizes the task of client requirements processing in this context, based on the integration of different sources of evidences, with the perceptions of different clients involved in the design. The main contribution of this investigation was the development of a protocol for requirements processing, which uses visual displays and the House of Quality tool, which support the systematic processing of client requirements data.
Client requirements; Post-occupancy evaluation; Satisfaction; Social housing; House of Quality
