Brief
Working with our digital wayfinding partner, Living Map, we transformed the shopping experience for visitors to one of the UK’s largest shopping and entertainment destinations, improving navigation, customer experience, and offering data analysis and promotional opportunities to the client.
Solution
To improve the experience for visitors and deliver a seamless, efficient journey, Metrocentre has implemented a digital solution to improve wayfinding and accessibility, with a live digital map available on the centre’s website and across 13 strategically positioned screen kiosks throughout the site.
The interactive kiosks detail each retailer within the centre, car parks, entrances and services such as toilets, guest services and escalators and lifts. They offer live intelligence on each of these services – for example, if an escalator is out of service, this will be highlighted on the map. Customers can also input where they want to go, such as a particular store, and the map will provide a direct route to that location.
Beyond wayfinding, the system delivers real operational value. Living Map’s analytics dashboard gives the team at Metrocentre insight into the most popular routes through the centre, which shops are most in demand, and where bottlenecks occur – enabling smarter space management and continuous improvements that align with how visitors use the space.
Accessibility
According to the Papworth Trust, 20% of disabled individuals face challenges navigating shopping environments. Living Map’s digital mapping addresses this at Metrocentre by providing stair-free routes and multilingual options, ensuring that all visitors can navigate the space confidently, regardless of mobility or language preference.
Solutions Supplied
- Supply of 13 interactive digital kiosks
- Kiosk branding
- Strategic positioning of kiosks throughout the centre
- Living Map technology loaded and tested on all units
- Integration with Metrocentre website
