Widely considered to possess the best acoustics in Europe, Wigmore Hall has enjoyed long associations with some of the world's greatest artists and hosts over 400 concerts every year, with a weekly concert broadcast on BBC Radio 3. With a desire to increase ticket sales and associated income, provide customers with rich content across all streams of activity, increase traffic to the website, enhance digital marketing offerings and grow gift aid donations, Wigmore Hall selected us to deliver a fully responsive website with full integration of Tessitura box office technology.
Crafting a customer-centric experience
As standard across our digital projects, our strategic digital experts conducted insightful stakeholder workshops, keyword research and reviewed the current content strategy to identify opportunities for future growth. The previous system failed to meet the Hall's growing needs and had resulted in inefficiencies and an increasingly unsatisfactory user experience.
Phase two began with our design team outlining key user stories and identifying the most popular purchase patterns to deliver a visually attractive, user-friendly website that reflects the prestige and quality of Wigmore Hall.
Old to New
The creative team worked their magic to transform the old, overcrowded user interface, into a slick new, fully responsive website. Clear CTAs and multimedia, alongside intuitive booking and what's on features, enable users to quickly and successfully browse content and fulfill their objectives.
Making the technology do the heavy lifting
Full integration of Tessitura ticketing technology was present in this project with visitors to the website now benefiting from a streamlined, step-by-step process to select and book tickets and transact with the organisation, with minimum effort and maximum customer satisfaction. The integration features bespoke development, enhancing administrative control and the CRM power of their online box office.
Offering an optimal user experience, users can now navigate the website with ease, add events to their 'Wish List', conduct advanced searches to find events with ease, as well as the ability to download songs, albums and re-download at a later date. The 'What's On' calendar, priority booking facility and the donate function all enhance the user experience and meet the KPI's set out at the beginning of the project.
The priority booking process is highly customised, allowing members to come on to the site and select as many tickets as they like (i.e. for as many events, with a ticket limit per event) for the forthcoming season. This selection is then stored in Tessitura in custom data tables so their box office can easily assign seats (according to Wigmore’s various membership schemes, which are more complex than a first come first serve system). Once all the orders have been processed emails are automatically sent out informing the customer that their booking is ready to pay and they follow a link back to the site and just enter their payment details to complete the transaction. This process, in particular, has massively enhanced administrative capability for the Wigmore.
On site collaboration & long-term partnership
We continue to work with Wigmore, with our team working on-site (either in our offices or theirs) with their incumbent technical team on a monthly basis, to constantly refine the solution and enhance the online offering to Wigmore Hall audiences.