“Understand the users of your client’s space or brand,” says Chloe Green, one of Diadem’s account managers. “Who are they? What is important to them? What do they need? You can only design something that will solve a problem for a group of users if you fully understand their needs.”
At Diadem, understanding the user means putting ourselves — often literally — in their place. This was one of our first steps to creating system-wide wayfinding and signage for Wellington’s Metlink public transport network. Immersing themselves in the passenger experience allowed Diadem’s team to develop a consistent and easy-to-understand signage and wayfinding strategy that now helps people navigate seamlessly between ferry wharves, train stations and bus stops across the city.