Changing cultures

We apply our expertise in Experience Design and Service Design to help organisations of all kinds develop their people, realign their strategies and transform organisational culture to embrace creativity and innovation. We do this with bespoke coaching, research, workshops and training - fulfilling a critical role as 'critical friends' to staff while they enact change. Our particular passion is in future-proofing organisations by developing staff capacities for changing times. Read more about our Thrivable Culture framework that we have developed to apply to the needs of cultural organisations and the challenges of culture change.

Featured Case Study:

Experience Design

Flow UK’s new director, Susanne Buck brings expertise in Experience Design, a practice that sits perfectly with our principle of ‘flow’. It looks specifically at the experience people have while visiting a show, exhibition, event or retail space. It’s a way of looking holistically at the design of content, marketing and visitor services. By focusing on the quality of audience engagement, the emotional journey, and the ideas stimulated by an experience we can improve these greatly. This has been understood in the museum world for many years but in articulating this practice, and applying creative tools, we can turn it into a powerful tool for design and evaluation.

In her work at Central St Martins Susanne has taught courses, alongside Creative Producer Pigalle Tavakkolli, aimed at brand managers, product designers, curators and marketers from the UK and abroad. She also designs and facilitates bespoke workshops for practitioners wishing to address a challenge they are facing in their company. Previous clients include HIVE – a healthcare communications agency and Guerilla Science, who wanted to learn how to use narrative as a tool in their work.

Client: Various

Featured Case Study:

Future Views

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Future Views is a forward-looking research project, creating tools to help imagine the next generation of cultural learning in 20 years time.

Royal Opera House Bridge, Artswork and Festival Bridge are working together with Local Cultural Education Partnerships (LCEPs) across the South East. They have commissioned us to organise a series of discussions and trial a toolkit, to explore how emerging technologies, organisational behaviours and critical trends in the world might shape cultural learning in a local context.

Flow is using processes inspired by Speculative Design, or Design Fictions, to create inspiring tools that are rooted in reality while unleashing imagination about the future. These tools will then be made available to any other cultural learning partnerships to help plan their own local Route Map to 2036.

Client: Artswork, Royal Opera House and Festival Bridge

Featured Case Study:

Museum Training School

We design and deliver training courses for professionals in education, arts, museums and public-facing businesses. These develop skills and insights into Experience Design, Narrative Environments, Evaluation and Creative Learning. For example, in Summer 2014, Bridget designed and taught one unit of the new Museum Training School. This is a partnership between the British Council and University College London, aimed at international emerging museum professionals. Our unit included sessions on learning theory, designing for different learners, play-based learning and evaluating learning in displays.

Our clients say “We were delighted with the success of the course and it was obvious from the final session that the participants found it very useful and inspiring.” Jane Weeks, Museums & Heritage Adviser, British Council

Photo with permission of Yuliya Glazyrina

Client: British Council and UCL

Featured Case Study:

V&A Learning restructure

We worked with senior staff at the V&A Museum to support them through a restructure and the creation of a new division for Learning and Interpretation. We ran workshops using ‘Appreciative Enquiry’ methods to reflect on their goals, motivations, relationships and working methods. This was followed by complementary work with other audience-facing teams in the V&A.

Our clients say: “I approached Flow as they have a highly professional and creative approach to the work that they do. A great piece of work which contributes to the success of the V&A Future Plan.” Head of Training and Development, V&A

Client: V&A Training & Development


“The brief was to challenge the fitness of the existing educational model for the world of the future - which was achieved, that and more. Engaging, entertaining and effective - providing a thought-provoking, amusing and exhilarating vision of the future. It has inspired us to embrace change in our own sphere of college education to create a world-class learning experience for our students on our new campus! ”

Ann Middlemiss, Head of Organisational Development, Leadership and Learning, City of Glasgow College

“Great to work with - really responsive to our brief and have taken the work on to a new level, bringing expertise that we don't have and ideas that we hadn’t considered.”

Laura Gander-Howe, Arts Council of England

““Inspiring”, “invigorating”, “brilliant!”
“It was a practical course with a road map for future use, I learnt a significant amount”
“I harnessed the creative energy and learnings from the class to make my events at work exciting and engaging”
“I enjoyed the concepts, the examples in practice and stimulating discussions. This is one of the few classes that I have found wholly engaging" ”

Brand and Retail managers on Experience Design course at Central St Martins