The BFI and Southbank Centre customer experience was fragmented across its different channels. Inconsistent and frustrating, the experience led to customer drop out. The BFI team wanted to learn what the problems were, how to order them by priority and how to fix them.

Main Outputs

  • Opportunity / challenge workshop
  • End user personas
  • User journeys and experience maps
  • Priority actions lists
  • Synthesis of workshop outputs
  • Presentation of findings to BFI stakeholders


  • Accelerated, shared learning across 11 of the BFI’s / Southbank’s units / leadership team
  • Deeper empathy / understanding between team members of challenges / ways of working
  • Deeper understanding of gaps in existing user experience
  • Agreed list of problems to solve first
  • Better understanding of new possibilities to explore and reasons why



And solve problems in days rather than months? Do you want to learn faster than you’ve ever learned before?

If you do, we would love to hear from you, call or drop us a line.

Phone: 07966 135195

Send us an email

Mail me:

Here’s something remarkable. Give us your email and we’ll make sure you don’t miss any of the good stuff.

  • This field is for validation purposes and should be left unchanged.