On site support for a product pilot
I travelled with a colleague to support a product pilot at a family activity venue. Our original brief was to observe, let the installation speak for itself and offer support from a distance. When we arrived and took over from the team who had been on site earlier, the objectives shifted. The priority for the remainder of the pilot was to gather as much audience feedback as possible so the product team could refine the experience.
Responding to challenges on the ground
We quickly realised that the installation had been placed in a location that wasn’t ideal for visibility or footfall. As this couldn’t be changed, we focused on making the pilot successful in other ways. The best route forward was to increase engagement, gather insights and bring people through the experience.
I took the initiative to approach visitors directly, offer free sessions and encourage a broad range of people to try the installation, from teenagers to adults. It required confidence and persistence, but it paid off. I also noticed that the venue signage wasn’t doing the product any favours, so I documented the issue and fed it back to the pilot team.
Improving on-site marketing
It became clear that the existing marketing material didn’t communicate the product clearly enough. I briefed our junior designer to refresh the idle screen so it highlighted the key messages, clarified pricing and removed confusing language. I also asked for two roller banners with the same messaging and made sure they were placed in high visibility spots throughout the venue.
These changes made the installation easier to understand and more appealing to people passing by.
Measurable impact
The difference in engagement was significant. Before we arrived, eleven people had taken part in five days. During our five days on site, nearly one hundred people tried the experience, including both paid customers and those we brought in through free sessions. The volume of feedback collected gave the product team the insights they needed, and our efforts were credited with turning the pilot around.
