Service Design
In my roles as Visitor Experience Consultant for the RWA (Royal West of England Academy) and as Operations Manager at WTC (We The Curious science centre), I had an opportunity to put my creativity, operational experience and user-centred approach to work, leading two major service design projects.
Scroll down to explore both case studies.
Royal West of England Academy (RWA)
Deliverables
At the RWA, during their capital project, I delivered
- the review of visitors flow across public spaces
- consulted on the way finding signage
- redesigned the ticketing desk(s) to make them more accessible
- redesigned the shop space and retail units to drive more retail income
- all while collaborating with internal teams and senior management, as well as suppliers and a brilliant design practice, Spy Studio
Results
The RWA has been striving to become a more welcoming, inclusive and accessible space for all. Its beautiful Grade II listed building doesn’t always make this an easy goal.
Through analysing various orientation points and physical touch points that visitors interact with, and ensuring that the right information is shared with the right audiences at the right time, we managed to improve the recognition of the building as well as the visitor flows throughout all free and ticketed spaces. The accessibility, operational processes, and visitor numbers have increased, strengthening the charity’s income streams and resilience as a result.
Images courtesy of Spy Studio
We The Curious
At WTC, I led a complete redesign of the foyer, working with various internal and external stakeholders: the visitor facing teams, the exhibition and education teams, the marketing team, including graphic designers Alex Smye-Rumsby and Jenny Hiley, external partners including consultants from Active Thinking, architects from 3Sixty and designers from Shape Studio.
While leading this collaborative project, I delivered
- consultations and focus group workshops with internal teams to understand all the existing pain points form the team perspective
- review of visitors journey and flow from the moment they arrive on site
- redesign of the foyer space, including moving walls, building storage, adjusting lighting and acoustics, redesigning the welcome desk, updating and improving way finding and other signage, adding plants to elevate the look and feel of the space
- training for visitor facing teams using the space
- all of that with sustainability and accessibility in mind as our top priorities.
Images by Magdalena Byczek,
include graphic design work by Alex Smye-Rumsby
