Transforming Chester Zoo's digital customer experience

How do you make a world-class visitors attraction even more engaging?
Brand Development
Qualitative & Quantitative Research
CMS Implementation
Using a mix of mobile web and app technology to enable pre-visit planning, reduce queue time at the zoo and enhance storytelling, all through a single Sitecore CMS framework.
The Challenge

How do you make a world-class visitors attraction even more engaging?

Our research revealed that a location-specific companion app would make planning and taking a trip to the zoo more enjoyable and interactive.

We first needed to understand Chester Zoo’s customers in order to establish the barriers, problems and opportunities that mobile technology could help address.

We did this by observing them, talking to them and testing with them, and subsequently mapped out the full customer journey to ensure the new app would meet their needs.

No items found.


Storytelling using iBeacons, geo-location and push notifications. The geo-fencing feature of the app means that content is customised based on the user’s location; if they’re outside the zoo’s boundaries, it promotes ticket sales, and when they’re inside, it provides prompts and reminders for events.

Visitors can prepare for their zoo adventure by using the app to book tickets in advance, view the latest news and photographs, and play games that ensure they’re aware of all the must-sees.

When they arrive, the app’s interactive GPS map guides them through their journey, and, as they explore, Bluetooth beacons provide relevant plant and animal stories as well as raising awareness of the zoo’s essential conservation work across the globe.

The app also has a gamification element with each area unlocking special features, new challenges and an opportunity to collect badges to become an `Expert Explorer.’

No items found.

Content Management System

A single Sitecore CMS framework powers the desktop and mobile websites as well as the app via a bespoke API that was developed by us.

This means that zoo staff have total control over content and only have to input it once in order to get it live on the website, the mobile site and the app, which has helped to streamline team processes and maximise the value of content.

No items found.

No items found.


We’ve increased revenues, improved operations and above all helped the zoo deliver a best in class customer experience.

While many attractions have either a mobile app or mobile site, very few – if any – offer an optimised checkout process like Chester Zoo; the functionality we have been able to develop and introduce puts the zoo well ahead of the competition in this and many other respects.

No items found.

No items found.

No items found.

See more work

We create breakthrough growth throughout the customer experience

Find out how we can help you
Let's talk