Audience Experience

Your value resides in the audience experience of everything you are, do and create, together with the meaning and impacts that follow. This being the case, your audience experience needs to be crafted as carefully as the work on your stages and the exhibitions in your galleries.
I can help you exceed your audience expectations by developing products, services and experiences that raise you above the threshold of customer satisfaction and into the realms of customer delight, driving business growth and inspiring audience loyalty.
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User testing a new digital signage and wayfinding system, Swiss Science Centre Technorama
User testing a new digital signage and wayfinding system,
Swiss Science Centre Technorama
Re-imagining the ground floor experience at World Culture Museum Gothenburg
Re-imagining the ground floor experience at
World Culture Museum Gothenburg
Prototyping a family friendly offer, Royal Exchange Theatre Manchester
Prototyping a family friendly offer,
Royal Exchange Theatre Manchester
Prototype testing, Leeds Playhouse
Prototype testing,
Leeds Playhouse
Optimising the audience experience, Dansens Hus Norway
Optimising the audience experience,
Dansens Hus Norway
Evaluating the visitor experience, Liverpool Everyman and Playhouse
Evaluating the visitor experience,
Liverpool Everyman and Playhouse
Developing visitor profiles, Dunfermline Museum and Gallery
Developing visitor profiles,
Dunfermline Museum and Gallery
Customer Journey Mapping the theatre approach, Dansens Hus Norway
Customer Journey Mapping the theatre approach,
Dansens Hus Norway
Comparing visitor journeys, Liverpool Everyman & Playhouse
Comparing visitor journeys,
Liverpool Everyman & Playhouse
Adopting a visitor mindset, Royal Albert Memorial Museum
Adopting a visitor mindset,
Royal Albert Memorial Museum
A 'pain point', Royal Liverpool Philharmonic
A 'pain point',
Royal Liverpool Philharmonic

The ground-breaking and thought-provoking work produced by The Experience Business has been the most informative piece of work ever carried out by the Museum. It was, and continues to be, the foundation on which we base all our plans and serves as a constant reminder that everything we do will only be successful if we truly understand what our visitors want from us.

Katharine Morley
Commercial Manager, National Coalmining Museum

It was a joy to work with Lisa on the Liverpool Philharmonic Experience. Through a series of stimulating, challenging, and thought-provoking sessions we were able to get to a point where our experiential ambitions far exceeded our original intentions.

Millicent Jones
Executive Director, Audiences and Development, Royal Liverpool Philharmonic

Staff involvement in journey mapping was invaluable in helping us to put the visitor first in everything we do as well as thinking of the museum and its collection as a vehicle to the ‘experience’.

Adrian Wells
Operations Director, Imperial War Museum North

Lisa carefully facilitated an examination of the end-to-end experience for our valued Members. This helped us crack open the membership experience at Arts Centre Melbourne, and the many opportunities that exist for growth.

Louise Georgeson
Executive, Development and Strategy, Arts Centre Melbourne

The Family Experience Project was creative, unique and engaging, delivering brilliant results. Using the inventive techniques Lisa introduced us to, we now have the building blocks to further develop our customer experience plans moving forward.

Claire Will
Marketing and Communications Director, Royal Exchange Theatre
Customer Service Workshop, Quay Arts Centre

Audience Experience

If you are committed to delivering the best possible Audience Experience, I can help you:

  • Embed an Audience Centred Culture through engaging processes that align your staff teams around delivering a seamless, holistic audience experience.
  • Create an Audience Experience Framework that clearly articulates your audience experience goals.
  • Produce an Audience Experience Strategy that drives the quality management of your audience experience.
  • Develop Audience Personas to craft insightful, tailored experiences your audiences value.
  • Evaluate your current experience using tools such as such as Customer Journey Mapping, Observational Research and Audience Dialogue to pinpoint where there is room for improvement.
  • Embed and apply Design Thinking to drive new product, service and experience development.
  • Develop an agile Evaluation Framework to evidence success and support iterative improvement.
  • Apply any or all of the above to: Hosting & Customer Interactions, Audience Engagement, Capital Development, Public Programme, New Product & Service Development, Customer Services, Signage & Wayfinding, Loyalty Programmes and Digital Services.

Clients

  • Royal Liverpool Philharmonic
  • Arts Centre Melbourne [Australia]
  • World Culture Museums [Sweden]
  • Factory International
  • Royal Exchange Theatre [Manchester]
  • Warwick Arts Centre
  • Leeds Playhouse
  • Shakespeare Birthplace Trust
  • Liverpool Everyman and Playhouse
  • Dansens Hus [Norway]
  • BALTIC Centre for Contemporary Art
  • Jodrell Bank Observatory and Visitor Centre
  • UK Parliament
  • Imperial War Museum North

Training, Masterclasses and Keynotes

  • Arts Council Wales
  • Australia Council for the Arts
  • Creative Victoria [Australia]
  • Arts Marketing Association
  • Prosper North
  • Creative United
  • NEMO – Network of European Museum Organisations
  • Connected Audience Conference [Berlin]
  • Arts and Audiences Conference [Reykjavik, Stockholm and Bergen]
  • Finnish National Gallery
  • Museum Development East Midlands
  • Rotterdam Festivals
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