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The Challenge. The volunteer-led Tunbridge Wells Fringe Festival needed clearer communication workflows to sustain engagement and support volunteers year-round. While great tools like Mailchimp, Basecamp, and Eventotron were in place, gaps in structure and ownership limited their impact.
The Approach. Designed and facilitated a collaborative process mapping initiative using Miro and live workshops to surface real experiences from the Fringe team. Through discovery conversations, surveys, and a structured “As-Is” mapping session, we explored what worked, what didn’t, and where untapped potential lay.
The Impact:
✔ Collaborative & Adaptable: Highlighted opportunities to build on existing tools with clearer structure and ownership.
✔ Smarter Systems: Proposed a light-touch strategy and a central knowledge hub to streamline workflows and support volunteers.
✔ Stronger Engagement: Designed a roadmap for year-round communications, including easy ways to track outreach across social, email, and QR campaigns.
✔ Sustainable for Volunteers: Focused on small, meaningful changes—like centralised templates and clear roles—that make a big difference.
✔ A Cycle of Learning: Recommended a simple, repeatable reflection process to capture insights and strengthen future Fringes.
Client Feedback: “This process mapping has helped us see things more clearly—we can improve things step by step.” - Nell Mellerick, Fringe Organiser
This work honours the heart of the Fringe—creative, human-centred, and community-driven—while building a sustainable foundation for future growth.
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