Hello …

@_lisabaxter

My core purpose is to inspire and equip

arts organisations with the

competencies to design genuine

strategic value for and with the people

and communities they serve.

The audience experience is the end-to-end interaction between an arts organisation and a customer …

It is a blend of the organisation’s physical, artistic and human performance, the senses stimulated, the emotions evoked, the learnings, meanings and impacts created …

… each intuitively measured against audience expectations across all moments of contact.

The process of experiencing

Sensory

perception Emotion Experience

Meaningful

experience Meaning making

Albert Boswijk, Thomas Thijssen and Ed Peelen The Experience Economy – A New Perspective

FOCUS ACT MAP

2. Develop Personas

3. Organisational

Priorities

1. Define the Journey 4. Touchpoint

Mapping

5. Customer Journey

Mapping

6. Analyse the Results

8. Prototype and

Prioritise

7. Optimise and

Innovate

Audience Experience Design

9. Test and Implement

FOCUS

2. Develop Personas

3. Organisational

Priorities

1. Define the Journey

Audience Experience Design

FOCUS MAP

2. Develop Personas

3. Organisational

Priorities

1. Define the Journey 4. Touchpoint

Mapping

5. Customer Journey

Mapping

6. Analyse the Results

Audience Experience Design

FOCUS ACT MAP

2. Develop Personas

3. Organisational

Priorities

1. Define the Journey 4. Touchpoint

Mapping

5. Customer Journey

Mapping

6. Analyse the Results

8. Prototype and

Prioritise

7. Optimise and

Innovate

Audience Experience Design

9. Test and Implement

Practical Applications

New builds and redevelopment

Interior design & ambiance as brand experience

UX

Journeys through curated spaces and time

• Customer interactions

• Facilities & services

• Retail & catering

• New product & service design

• Loyalty building

• Audience engagement

• Income generation initiatives

• Fundraising