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We are proud to see our ideas and recommendations in action. Our advice is both strategic and practical, making a real difference to our clients and how they engage with their customers.  Here are some recent highlights.

Client:Home of the Arts,Gold Coast (HOTA)


Orion Wayfinding was engaged by HOTA, Home of the Arts to research and write the Gallery Visitor Experience Workforce Plan and Operations Manual.  Greg’s extensive experience working with art galleries and other cultural institutions at both a strategic and hands-on level was invaluable to the project.  He shaped the big picture principles of Visitor Experience and a flexible customer service model, considering a multitude of factors that make a difference to visitor experience. His visioning skills, attention to detail, objective thinking and collaborative working style were great assets.”
Anna Carroll, Head of Strategic Projects 

Images courtesy of HOTA

The Project: 

Orion Wayfinding wrote the Gallery Visitor Experience Workforce Plan and Operations Manual for the new HOTA Gallery (opened May 2021), including: 


  • Visitor Experience Principles

  • Customer Service Model

  • Visitor flow analysis and recommendations

  • Advice to architects regarding changes to fit-out to support customer service model

  • Visitor Services team structure and roster options

  • Visitor Experience job descriptions, recruitment process, induction program and training schedule 

  • Operations manual including: team briefing processes, school and public tours, lost and found, ticketing, cloaking, photography, managing visitor flow and FOH comms with security

Client: Focus ACT (Disability services provider)


It was a pleasure to have Orion Wayfinding join the 2021 Focus ACT 1 + 1 Ball. As with the 2019 experience, Orion Wayfinding has once again delivered the challenging brief that the Focus 1 + 1 Ball Committee set. The creative direction and customer experience concept of our event designed by Greg at Orion Wayfinding is exceptional. It provided for us an event that delivered accessibility to all the senses providing people a sensationally beautiful space where they could witness each other’s golden moments. We had so much fun executing the creative design that Greg provided to us for the event, the night was truly memorable and a celebration of our Canberra community.

Marco Xuereb, CEO Focus ACT  

Images courtesy of Focus ACT

The Project: 

Orion Wayfinding conceptualised an Autumn-themed corporate ball to promote the Focus ACT brand and bring clients, team members and corporate partners together into an inclusive and celebratory space.  
Event conceptualisation included: 


  • Event objectives

  • Theming rationale

  • Visitor journey mapping with recommendations for all event departments

  • Visitor flow analysis

  • Wayfinding recommendations

  • Brand styling recommendations with mood boards

  • Feedback on collateral design and content generation opportunities

  • ‘Sounding board’ services for the event manager

Client: Four Winds Music Festival


Four Winds worked with Greg Lissaman of Orion Wayfinding to improve the visitor experience of the Four Winds site – a natural amphitheatre set in 25 acres of bush-land which hosts our iconic Easter Festival.  Greg’s work helped us understand zoning of the site and how the audience would experience/use the different areas.  This enabled us to plan amenities and resourcing for the different areas.  Another important component was the development of a Customer Service Charter, as well as Customer Service Standards to help our volunteer workforce understand their roles and how they relate to the visiting public.  The outcomes were successful.  It was clear that the resources Greg provided were incredibly useful, predicted audience behaviour well and will provide an important resource for future planning and improvements.  Greg was good to work with, always respectful of the team’s needs and delivered a really great, quality outcome for Four Winds.

David Francis, General Manager

Images by David Rogers Photography & Ben Marden courtesy of Four Winds

The Project: 

Orion Wayfinding reviewed the festival’s existing customer service model and created: 


  • Visitor journey map with infrastructure recommendations

  • Visitor flow analysis for box office, event and retail spaces

  • Customer Service Charter

  • Customer Service Standards

  • Wayfinding strategy and plan

  • Volunteer training

  • Advice regarding event styling

  • Mystery shopper reports

  • Event review

Client: Montreal Goldfield


Right now, we are working with the volunteer-run Montreal Goldfields at Bermagui to vision its future development as a tourist attraction.


Images courtesy of Montreal Goldfield

The Project: 

  • Future visioning – workshops with volunteers, local council and potential partners

  • Narrative mapping – exploring and mapping the stories told through the site by volunteers, signage and interactives

  • Sound design – developing sound design assets to support guided tours (Funded by AMAGA NSW and NSW Govt)

Client: Sandwalk Partners


Orion Wayfinding was an Associate of Sydney-based consultants Sandwalk Partners from 2014 until 2021. Together, we enjoyed helping many government and private businesses improve their customer service and grow their revenues.


The Project: 

As an Associate of Sandwalk Partners, we have undertaken research, led client consultations, and developed Visitor Experience concepts and recommendations for the following businesses:

  • Cultural Attractions of Australia

  • National Portrait Gallery, Canberra

  • Questacon – the National Science and Technology Centre

  • Queensland State Archives

  • Regional Facilities Auckland (including Auckland Art Gallery, New Zealand Maritime Museum and Auckland Zoo)

  • Royal Australian Mint

  • The Canberra Centre (shopping centre)

More about Sandwalk Partners:

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