Understand the way people are interacting with a physical space so you can redesign it to make it more effective.

Often spaces we work on are linked with digital experiences so we explore ways the digital and the physical experience can be integrated. We explore how people arrive and move through the space, signage, interaction with staff, the use of digital kiosks and any sales or ticketing interactions.

Activities

• Research design: Collaboratively planning the approach, who to involve and how to measure success
• Stakeholder and staff engagement: Uncovering insight from stakeholders and staff around ways the space could be improved
• Observational user research and engagement: Field-based qualitative research observing and interviewing people using the space
• Quantitative research: Surveys and use of data analysis to uncover insight into user behaviour
• Service mapping: Mapping out the as-is experience identifying pain points, gaps and opportunities
• Co-creation: Exploring ways the space could work based on research insight

Outputs

• The work uncovers and prioritises what people need from the space
• We provide structured evidence to feed into business cases and funding applications
• We feed into the architectural brief