Fonterra Te Rapa Visitor Experience Design
Designing the Te Rapa visitor experience.
Background
D&Co partnered with Fonterra to redesign the visitor experience at its Te Rapa Milk & Cream plant. Working closely with operational teams, we transformed a complex industrial site and production process into a clear 10-step visitor journey using experience design, process storytelling and wayfinding.
D&Co expertise
Visitor Experience · Journey Design · Service Design · Wayfinding · Process Design · Environmental Experience
The challenge
Fonterra entrusted D&Co with the task of delivering an exceptional Te Rapa visitor experience within tight budget and timeline constraints. We relished the challenge and got stuck in!
“The Te Rapa experience was one of those projects that doesn’t turn up every day. The team relished the challenge of designing a cohesive and connected experience that helped visitors through the cavernous site. We’re delighted with the result and the really positive feedback we’ve received.”
— Russell Douglas, Founder & Principal Strategist, D&Co
Creating a visitor friendly experience.
Our solution
Te Rapa encompasses a vast area, requiring visitors to navigate through key locations with extensive walking, stairs, expansive viewing galleries, and packing zones.
To ensure a seamless experience, we collaborated closely with Te Rapa staff, meticulously understanding the process. Subsequently, we designed a 10-step journey that concisely communicates the main steps involved in milk and cream production.
By strategically utilising our process stages, we crafted a cohesive experience, enabling visitors to comprehend their current location and anticipate the upcoming stages.
The great news? It’s already going down well.We are thrilled to announce that the Te Rapa visitor experience has been met with exceptional feedback from both staff and visitors. The success of this project has led Fonterra to entrust D&Co with other site experiences. Exciting times lie ahead!
Deliverables:
Desktop experience research, site plan, process design, wayfinding, experience design and installation.
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