In the summer of 2019, Mortice were commissioned by the British Film Institute to support the first phase of their Customer Experience Project. The BFI recognised that to move from good to great, they needed to provide a safe forum to listen to their their staff, who shape their organisation every day.

Our aim was to create a structured, inclusive way for BFI staff to share their knowledge, experience and ideas, particularly opportunities that the attendees identified for making change which would improve visitor experience. By engaging teams across the organisation, we sought to lay a strong, evidence‑led foundation for the next phase.

Our Approach

We were appointed as independent external facilitators to design and deliver a programme of workshops that encouraged openness, honesty and collaboration. Our role was to create a safe, energising environment where staff at every level felt confident contributing their perspectives.

We delivered a series of workshops involving over 80 members of staff drawn from Front of House teams and wider roles that engage directly with visitors at the BFI Southbank. Each session blended structured discussion with flexible exploration, allowing conversations to range across all aspects of the BFI’s activities, processes or facilities that influence the visitor experience.

Together, we explored core questions such as who the BFI is, how it is perceived by visitors and non‑visitors, how people use the building, and what it personally means to work for the organisation. Crucially, we then turned insight into action, challenging participants to identify, prioritise and refine ideas for change.

Working closely with the BFI team, we analysed the combined output to identify recurring themes and develop proposed workstreams for Phase 2 of the project.

Find out more:

The British Film Institute