Cultural & Community Center

A well-known cultural and community center in NYC was looking to better understand how the digital and physical site impact one another. They asked Crossbeat to create a vibrant and seamless online-offline experience that supported loyal visitors as well as welcomed a new generation to participate in the center’s activities.

The ultimate goal of the Center was to build a stronger community through understanding, shared values and collective work.

Creating a space — without the constriction of physical or digital boundaries — where visitors could have unique, personalized experiences.

Our Work

Crossbeat mapped the holistic customer experience based on need, not just digital/site experience. In order to do this, we gathered insights from data, created customer behavior personas, worked on experience mapping and design with digital navigation, and developed a service blueprint.

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How We Contributed

Insights exercise
Customer behavior personas
Experience mapping & design
Service design
Comms planning

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The conversations that started in the Center’s physical space carried on into its digital hangouts, leading to more visitor engagement and participation.

Results

Our experience design map gave the client ownership over their in-person and digital experience. As a result, they were able to articulate a roadmap for new online platform features that aligned with in-person services, including new layouts to accommodate for security, digital IDs, and online digital meeting places.

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