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The good people of MoTAT working through a reverse brainstorming exercise to identify where the visitor experience was poor.

The good people of MoTAT working through a reverse brainstorming exercise to identify where the visitor experience was poor.

We were engaged to help MoTAT:

  • Understand the current visitor experience at MoTAT by means of a series of in-depth interviews with 30 visitors across target segments;

  • Map out the ideal visitor experience, and thus key areas for improvement, as well as;

  • What changes might be required to build a culture of ‘visitor experience excellence’, and the mindsets, actions and behaviours required to develop this over time.

    The team at MoTAT has embraced the findings and quickly made a series of changes, both large and small, to improve the visitor experience.