Official · Design & service experience · intermediate
Explain an event change before people make the trip
Keep a community event’s update, travel and arrival experience consistent when plans change.
The question
Design how a free neighborhood craft event communicates a move indoors after rain. Cover the experience of deciding whether to travel, finding the current plan and arriving at either location. Choose a few useful touchpoints and show their wording; you do not need to design an app.
- The event is at 2 p.m.; organizers decide at 10 a.m. whether to move from the park to a hall 800 metres away.
- 180 people expressed interest, 50 used a printed flyer and some will not see a same-day message.
- Two volunteers can update notices and help at the park. The hall holds 100 people at once and has a step-free entrance on a side street.
What to cover
Map or narrate organizer actions and visitor decisions before departure and at each location.
Write a move notice, a notice left at the park and a full-hall message with a clear next step.
Trace a visitor who misses the update and a visitor looking for step-free access while the hall is full.
Explain how volunteers verify consistent notices and how you would test whether visitors understand them.
How your practice is reviewed
- Coherent change information (30 points): The decision, current plan and outdated notices are handled consistently across touchpoints.
- Actionable messages (25 points): Wording gives time, place and realistic next steps without misleading promises.
- Inclusive arrival and exceptions (30 points): Offline visitors, step-free access and capacity limits have understandable recovery paths.
- Feasible checking and learning (15 points): Two volunteers can execute the plan and a concrete check can expose confusing information.
Discuss & learn
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