This document summarizes observations from visits to four locations: Legoland Windsor, Farnham Library, Britannia Bank, and Winkworth Arboretum. At each location, insights are provided on improvements that could enhance the customer experience, such as clearer signage, more seating options, and accessibility improvements. Common themes across locations include ways to better entertain and accommodate children as well as families.

1. Observation Lab Assignment
H. Wade - 29 October 2012

2. Locations Visited
1. Legoland Windsor
2. Farnham Library
3. Britannia Bank Branch
4. Winkworth Arboretum
(National Trust)

3. Legoland – Windsor
Description
• LEGOLAND Windsor Resort is a theme Insights
park dedicated to children aged 3-12 1. Clearer signage on what each queue
years old.
• LEGOLAND Windsor Resort offers over 55 is for and who needs to queue in it
interactive rides and attractions, 11 2. Queue jumping for low capacity
restaurants and cafés, seven shops and
new for 2012 a brand new Resort Hotel. rides must be limited to 50% to
• At its peak, LEGOLAND Windsor Resort ensure that queues move
employs up to 155 full time staff and a 3. Electronic signage that indicates the
further 775 seasonal staff.
attraction waiting time which helps
Observations to spread out crowds
1.Two areas of queue forming, unsure
where to queue, and what queuing for 4. Update older attractions, or indicate
2.Can buy additional queue jumping access when these are being refreshed
but on low capacity rides, meant queues
were long 5. Option to turn off water on rides
3.No information on attraction queue times when temperatures are low
4.Some very new attractions, some dated
5.Many rides encompass getting wet, even
in low temperatures

4. Farnham Public Library
Description
• Farnham Library is a free facility Insights
provided to local residents 1. Provide large seats, even sofas, for
parents to sit on to enable more
• It provides books, audio books, free
comfortable reading environment
computer and internet access and
reading rooms 2. Area to store pushchairs, or covered
flooring if weather is inclement
• There are weekly coordinated kids
activities, rhyme time and crafts 3. Provide a soft play, climbing area or
toys, e.g., Lego, to entertain
Observations 4. Offer “professional” book choosing
1. Parents with children often sat on service – key requirements, and
small children’s seats books chosen for you (like Amazon
2. No place to store recommendations)
pushchairs, especially if a child was
asleep
3. Some children were not able to sit still
for too long
4. Not sure of best books to borrow.

5. Britannia Bank Branch
Description
• Britannia Bank provides current and Insights
savings accounts and loan products 1. Clearer signage to see where tellers
are (ideal would be to remove the
• It is part of the Co-op group and has
pillar or change the position of the
many local branches across the UK
entrance)
• The Farnham branch is located in a
2. Re-arrange the managers office, so
quieter part of town, but does not
the screen cannot be seen.
provide an ATM service.
3. Increase the amount of seating and
Observations improve the children’s toys
1. Pillar in middle of branch, which made provision.
seeing the bank teller difficult
2. Manager’s office had computer screen
facing door so it could be read
3. Small box of children’s toys
provided, but no place for them to
wait or sit.

6. Winkworth Arboretum
Description
• Established in the 20th century, this Insights
hillside arboretum has been maintained 1. Buggy friendly routes would help, as
by the National Trust for 60 years well as a gradient guide to assess if a
path can be accessed
• It has built up a collection of more than
1,000 different shrubs and trees, many 2. Suggestions on the best views at the
of them rare attraction – and purchase of
photographs when the outside
• Very beautiful in Spring & Autumn
attraction is at it’s best would be an
Observations improvement
1. Although there are steep parts, it is 3. Information on the types of trees
not obvious how steep and what each variety looks like
2. Best viewpoints have to be discovered would increase knowledge and
appreciation of the attraction.
3. Tree varieties are not known, so signs
would be helpful