York Theatre Royal

Design thinking and customer experience management tools powered a short programme of workshops at York Theatre Royal in the build up to a major capital development which will extend the theatre’s footprint, social spaces and services. Every aspect of the Front of House experience was mapped and evaluated from the perspective of its core users. Prototype ideas to enhance the venue’s Brand Expression and user-experience were tested with audiences. The results are inspiring an engaged team of service delivers to hone York Theatre Royal’s customer focus in the lead up to the capital development and beyond.

Working with Lisa from The Experience Business has been a truly inspiring journey. With her support and guidance, we have been encouraged to fully immerse ourselves into how we are perceived on every level by our customers and to examine our core values, mission and vision. With her help we have identified areas of our business and audience experience that are already great and areas we have yet to make so; thus setting us apart from our competitors whilst celebrating our 'unique-ness'. Lisa has helped us to lay the keystone to fundamental change, helping us to modify now in preparation for our Capital Redevelopment project of 2015.

Kaeli Wishart, Visitor Services Manager, York Theatre Royal