While serving as the Operations Manager at We The Curious, I led a complete human-centred redesign of the foyer experience. The goal was to transform a multi-purpose space that had become confusing for visitors and an operational challenge for staff (covid legacy, outdated wayfinding, introduction of online bookings instead of buying tickets in the venue etc).

My objective was to review a spatial and service strategy that improved accessibility for our audiences, streamlined our internal processes, and enhanced financial resilience by increasing visitor capacity.

• Internal Discovery: I facilitated focus group workshops and consultations with various internal teams—including visitor-facing, education, and marketing—to understand their specific pain points and operational requirements.

• User Journey Mapping: I conducted a detailed review of visitor flows, mapping the journey from the moment of arrival to identify physical and navigational barriers.

• Iterative Prototyping: I led the spatial reconfiguration of the foyer. This involved prototyping and testing new layouts for the welcome desk, updating wayfinding signage, and adjusting environmental factors like lighting and acoustics to create a more intuitive experience.

• Inclusive Design: I championed the integration of accessibility upgrades, such as sensory spaces and a multi-faith room, ensuring the foyer was welcoming to all audiences.

• Implementation & Training: I finalized the design with external architects and designers and then personally delivered training for the visitor-facing teams to ensure they were comfortable with the new service flow.

Methods & Why:

• I used stakeholder workshops because I believe collaboration is key to aligning complex business needs with the user experience.

• I applied visitor flow analysis to ensure every physical change was evidence-based and addressed real-world bottlenecks.

I prioritised inclusive design principles—such as adjusting acoustics and adding plants—to reduce cognitive load and make the space more accessible for neurodivergent visitors.

The redesign was highly successful. We anticipated an 82% increase in extra student visits (+35,000) over three years. The project significantly improved customer satisfaction, strengthened our community engagement, and enhanced the charity's income streams and resilience.