1. Skip to content

A bit of Background

Part of our job at Film Hub Central East is to look at capability and training for sector staff, as well as audience development and venue sustainability. During the first two years of the Film Hub we have had some difficulty in recruiting members for traditional training programmes, due mostly to financial and time constraints.

Faced with this challenge, we felt it was time to be more proactive and offer a unique opportunity for venues to look at audience development, not just as what you put on screen but also the service design and customer journey that sits around this.

With this in mind, we collaborated with award-winning service design agency, Snook, to design the Cinema Know How programme.

Cinema Know How is based on the Know How programme, developed by Snook, and Near Now - Broadway's studio for arts, design and innovation.

What is Cinema Know How?

The key aims for the programme are to explore:
  • How your organisation interacts with customers and what their experiences are with the building, staff, and services
  • Who isn't coming and why?
At its essence, we are tackling the challenge of audience development through service design - if you are a bit hazy on service design, here is a handy explanation:

When you have two coffee shops right next to each other, that each sell the exact same coffee at the exact same price. Service design is what makes you walk into the one and not the other.Marc Fonteijn