V&A Experience Standards

This illustrated booklet represents the V&A Experience Standards; Anticipate, Connect and Personalise alongside their Experience Principles; Invitation, Tailoring, Agency and Inspiration. Embodying their message 'The V&A is a place for everyone'.

To bring to life the standards and principles, I illustrated a range of scenarios and scenes ensuring to include subtle visual cues, positive and open body language and architectural details across the V&A's buildings. Craig Oldham (Office of Craig) curated and designed the illustrations into; a concertina booklet, A2 posters, cards and presentations. These were used internally by the front-of-house and visitor experience teams as part of their onboarding and rolling training programme. They were used across V&A venues; V&A South Kensington, Young V&A in Bethnal Green and soon to open V&A East Storehouse.