Bolton Metropolitan Council Civic Centre
Bolton Metropolitan Council centralised its public services into a single Civic Centre, replacing more than 65 former reception points across the town. With so many services, departments and public touchpoints now under one roof, the council needed a unified wayfinding system that made navigation simple, approachable and consistent for all visitors.
Challenges
Large volumes of visitors needing to reach different services quickly
Legacy signage from multiple former reception points causing confusion
Requirement to merge many public-facing functions into one cohesive experience
Need for a consistent, professional identity across council departments
Poor clarity around entrances, public routes and destination hierarchy
High operational pressure on staff due to constant wayfinding queries
Our Approach
We completed a full audit of all internal and external communication routes, identifying sources of confusion and points of hesitation. A clear information hierarchy was developed to guide residents confidently from arrival to service desks, meeting rooms, payment points and public facilities. We designed a consistent signage family that aligned with Bolton Council’s identity and ensured that all departments felt part of a single, well-organised system. External navigation was also improved to support visitors approaching the building from different areas of the town centre.
Results
The new wayfinding system dramatically reduced confusion, improved flow and helped the Civic Centre operate more efficiently. Staff reported far fewer directional queries and visitors found it easier to locate the correct departments on their first attempt. The cohesive design created a professional, welcoming environment and helped Bolton Council deliver a clearer, more accessible public service experience.
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Every project we deliver is rooted in how people actually think, move, and make decisions. The results speak for themselves! Clearer journeys, fewer questions, reduced stress, and environments that simply work better.
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Let’s Talk Wayfinding
If you have questions about wayfinding, navigation or user experience, get in touch. Complete our short form and we’ll follow up with a friendly, no-pressure conversation.