Inside my practice · Performing arts
Opening night, line around the block
A new ticketing promise met a box office unable to handle accessibility and exception needs at opening.
What the situation reveals
The operating condition
Marketing launched before the front-of-house rhythm and exception inventory were stable.
The move I would make
Rehearse customer journeys, including access needs, with the people who operate the window.
The question to take into the room
Who owns the exception when the ticket, seat and patron need conflict?
Explore the architecture
Follow the condition through the system.
Start with MODUS, then examine where the other disciplines alter the decision or its consequences.
Bring it into your work
Who owns the exception when the ticket, seat and patron need conflict?