Our Methodology and Services
Understand your audiences with
empathy
Solve their problems with
intention
Delight them with relevance
Our Difference
Telling your story differently
At HOL, we tell your story differently because of our proprietary approach to experience design.
Developed over many years and projects for museums, galleries, destination attractions, and brands, our approach is known as “CRM”
– Communicate, Resonate, Motivate
Our Methodology
HOL’s proprietary process for human-centred experience design
By putting your audience at the heart of our experience design, we help you solve the right problem and create solutions that resonate with your target group through HOL’s proprietary process: empathise, design, and validate.
Empathise
Before we come up with our project vision, we listen. Only by listening carefully, can we truly empathise and understand the people we are designing our experiences for.
01
Design
We approach design as play. Here, we avoid limiting our ideas and embrace the creative process wholeheartedly. It is also the best time to seek advice and explore interdisciplinary collaborations. And we are not afraid to make hard decisions to connect the dots and bring the design to landing.
02
Validate
Why validate? Validation makes us question our attachments, limitations, and biases. And when we are presented with additional feedback and information, we will refine and perfect our design and content, so that it achieves the best outcome for our clients.
03
Our Services
From Strategic Goals to Lasting Impact
Strategic Experience
Masterplanning
We define the core narrative and audience journey that will form the strategic blueprint for your entire project, ensuring all stakeholders are aligned from the outset.
- Strategic Goal Translation & Stakeholder Alignment
- Audience Research & Analysis
- Narrative & Content Strategy for Multifaceted Content
- Experience Masterplanning & Phasing
Immersive Storytelling
& Design
Using our CRM™ methodology, we fuse narrative, technology, and design to transform your strategy into a compelling, perspective-shifting environment.
- Interpretive Planning & Content Development
- Concept & Spatial Experience Design
- Immersive Media & Technology Integration
- Environmental Graphic Design
Integrated Delivery
& Guardianship
We assemble and manage a global network of specialists to deliver technically complex projects to an exceptional standard, safeguarding your vision from concept to completion.
- Project Leadership & Management
- Specialist Partner Curation & Management
- Fabrication & Installation Oversight
- Operations & Maintenance
Placemaking Strategies
& Implementation
We transform public and private spaces into vibrant, cherished destinations by rooting our strategy in authentic community narratives. We design engagement programmes that foster deep belonging, creating dynamic places people connect with and return to.
- Community & Stakeholder Consultation
- Public Engagement Strategy & Implementation
- Authentic Narrative & Place Identity
- Activation & Programming Curation
Tourism Strategy
Development
We partner with destination leaders to craft sustainable tourism narratives and holistic visitor journeys, balancing economic goals with unique character to drive global recognition and lasting local benefit.
- Stakeholder Consultation & Master planning
- Economic Viability Strategy
- Destination Narrative & Brand Identity
- Visitor Experience Journey Mapping
Specialised Consulting for
High-Impact Verticals
We apply our core methodology to deliver proven impact for leaders in:
- Museums & Galleries: Articulating critical institutional narratives and challenging themes to engage diverse audiences.
- Attractions & Destinations: Redefining world-class destinations to drive visitation, global recognition, and lasting public engagement.
- Exhibitions & Experiences: Designing immersive brand experience centres, exhibitions, and expos that capture global attention and communicate powerful national or corporate stories.
- Public & Civic Communications: Shaping public conversation and shifting opinion on critical government and civic initiatives.