Bolton Metropolitan Council Civic Centre

Wayfinder UK were appointed to create a communications and wayfinding strategy across Bolton, linking all relevant government buildings within the same strategy. There needed to be a cohesive system which linked all government buildings in the town by planning a system designed with the public at mind.

Ten years earlier the Civic Centre had 65 receptions, such an inefficient system had many problems created by its own complications. After extensive restructuring of the local authority and the centralisation of Public Services into a ‘One Stop Shop’, it was discovered that users were having difficulty with the new layout, resulting in confusion, frustration and anxiety.

Aimed at improving the customer experience, the consultants were asked to undertake a full review of all Civic Centre signage and branding and to develop an effective wayfinding strategy. The approach aimed to work through all the information channels to guide the council with all their communications.

In relation to the Civic Centre itself the team needed to develop a strategy for existing users who were used to the previous system, these people were struggling to make sense of the dramatic changes. Ultimately it needed to be made easy to understand for both new and old users.

Whilst it would have been ideal to have a complete ‘One Stop Shop’, there was still a small percentage of other functions built into other locations. This added complication needed to be integrated into the overall scheme. The sign strategy chosen worked hand in hand with brand requirements both outside and in with all the main civic centre and peripheral buildings included. The consultants emphasised the need to have continuity between internal and external signs, to reiterate the brand image throughout Bolton.

Whilst it would have been ideal to have a complete ‘One Stop Shop’, there was still a small percentage of other functions built into other locations. This added complication needed to be integrated into the overall scheme. The sign strategy chosen worked hand in hand with brand requirements both outside and in with all the main civic centre and peripheral buildings included. The consultants emphasised the need to have continuity between internal and external signs, to reiterate the brand image throughout Bolton.

The results were a significant increase in the efficiency of the centre, meaning great financial benefits for the council. The external town wayfinding increased the Bolton council’s brand awareness, consequently making the Civic Centre more accessible to the general community.