Official · Design & service experience · intermediate
Make a first studio visit feel clear and welcoming
Design a complete arrival experience across booking, signs, staff and a changed room.
The question
Design the first-visit experience for a fictional community art studio, from deciding to attend through finding a seat. Show or describe the journey, the information people need and how staff help when the expected path breaks. A written storyboard is as welcome as a diagram.
- The same building hosts three activities. New visitors often wait at the wrong desk or miss the room-change notice.
- Visitors include people unfamiliar with the venue, people who prefer another language and people who find small text difficult.
- One host has 15 minutes to welcome 20 arrivals. Booking by phone must remain available.
What to cover
Describe stages, visitor questions, touchpoints and the staff actions that support them.
Write the essential booking confirmation and arrival or room-change message in plain language.
Walk through a phone booking and a visitor at the wrong desk; explain how they can recover without embarrassment.
Describe how you would test the journey with a few visitors, what you would observe and one change you might make.
How your practice is reviewed
- Connected service journey (30 points): Information and staff responsibilities connect across touchpoints without leaving the visitor stranded.
- Useful content and cues (25 points): Messages and signs answer concrete visitor questions at the right moment.
- Access and recovery (30 points): Phone access, readable cues and room-change recovery work without unnecessary disclosure.
- Feasible observation and iteration (15 points): A modest test observes task outcomes and informs a specific improvement within staffing limits.
Discuss & learn
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