Service Design / Case Study 02
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 WTC case study.
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.
Read about the positive impact this project has had on WTC visitors.
Images by Magdalena Byczek,
include graphic design work by Alex Smye-Rumsby
