Sam Menter co-founded Mace & Menter to focus on customer experience and service design. His work involves using research to understanding ways services can be improved and running design sprints to explore opportunities. Most recently he has been looking at experiences that intersect physical spaces and digital services with We The Curious and the V&A.
Sam has also led UX and interaction design projects for See Tickets, Scope and The Cabinet Office. He started his career at an embryonic lastminute.com and went on to work at the BBC before co-founding M&M.
How to use service design to re-think the ticketing desk customer experience
Buying tickets from a venue can be a frustrating experience. Often there are a number of competing needs to meet from both the organisation, operations and marketing as well as from the customer. How can the ticket desk experience be improved in a way that benefits both the customer and the organisation?
In this session we will show you how a service design approach that starts by identifying customer needs can help you design a space and interaction that is simple, efficient and enables customers to interact with you on their own terms.You’ll come away from the session with an action plan around ways to identify and prioritise ways to improve the experience of arriving in your venue and buying tickets.
We’ll share our experience of working with We The Curious science centre to take a customer centred approach to the design of their new reception space.
Hear Sam Speak at #TPC2020
|#TPC2020 End of Year - Venue||£259|
|#TPC2020 End of Year - Supplier||£379|