Challenge

How can we create an immersive city-wide experience that brings history, culture, and modern life together in a seamless, engaging way? This project was designed to address the aim of transforming a city into a "living museum," where every street, building, and landmark tells a story, bridging the city's rich heritage with contemporary life. The goal was not only to increase visitation around lesser-known cultural sites but also to enhance visitor satisfaction, making each visit an inspiring and unforgettable journey.

Project

Key responsibilities included, but were not limited to, supporting:

• Behavioural journey mapping: Developing a comprehensive map that integrates service design and behavioural science methodologies to map visitor behaviours, along with influences impacting tourist experience.

• Behavioural strategy mapping: Building upon the journey map to create an strategy map, enabling teams to implement these strategies effectively in their solutions.

• Playbook development: Producing a detailed playbook outlining the behavioural strategies tailored for the tourist pilot experience.