Service Design / Case Study 01
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 the RWA case study.
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
