Case study

Dec 18, 2025

London Museum: Powering a Digital-First Future

This case study explores how London Museum built a foundation for future growth, starting with smarter ticketing, seamless digital integration, and a clear commitment to inclusive access.

Setting the Vision: A Digital-First Strategy for a Connected Audience

London Museum isn’t just moving location: it’s reimagining what it means to be a museum for a modern city.

As it prepares to open a new chapter in the historic Smithfield Markets, the museum is embracing a future shaped by digital-first thinking. Its mission: to make London’s history more accessible, more engaging, and more inclusive, online and in person.

To support this ambition, the museum needed a platform that could do more than just process bookings. It needed to connect digital experiences with audience needs, streamline operations, and scale for the future. That’s where Ticketsolve stepped in.

Building Seamless Journeys, From Search to Support

Integrated, End-to-End Experiences

Ticketsolve’s ticketing platform was embedded directly into the museum’s new site: no redirects, no friction. Visitors can now browse exhibitions, book tickets, and make donations without ever leaving the page.

Whether they’re using desktop, mobile, or tablet, the journey is smooth, fast, and designed with accessibility in mind. With modern payment options like Apple Pay and Google Pay, it’s easier than ever for audiences to complete transactions on their terms.

Customised Onboarding & Support

Every implementation is different. That’s why our onboarding for London Museum was tailored from day one, led by a dedicated team with over 17 years of experience.

From transitioning smoothly away from their previous system to setting up front-end pages and integrations, every detail was managed with precision. Ongoing, the team benefits from:

Bespoke training
Responsive 24/7 support
Dedicated account management
Continuous improvements based on real usage

This long-term support gives London Museum’s team the confidence to grow without bottlenecks.

Turning Data into Action

Real-time data tracking gives the museum the ability to make informed decisions: fast. From optimising conversion rates to understanding booking behaviours, they’re now able to fine-tune every part of the visitor journey.

This insight isn’t just about metrics, t’s about personalisation. With better data, the museum can:

Tailor campaigns to specific audience segments
Reactivate lapsed visitors
Track donation patterns and test new strategies

It’s a toolkit for building stronger, longer-lasting relationships with audiences.

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Empowering a Growing Team

As London Museum prepares to welcome new audiences and expand its team, Ticketsolve’s intuitive system ensures that even new staff members can get up to speed quickly.

Minimal training required
Automated admin tasks reduce pressure on busy teams
Built-in task management supports collaboration across departments

From box office to fundraising, the system supports every department, making it easier to deliver a world-class experience at every touchpoint.

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What’s Next: Future-Proofing for Impact

Growing Online Revenue

London Museum is working towards a future where most ticket sales are made online. By streamlining booking journeys and reducing queue times, they’re improving both visitor experience and operational efficiency.

Boosting Donations and Gift Aid

As an early tester of Ticketsolve’s enhanced donation tools, the museum is well positioned to grow fundraising income, while offering donors a seamless giving experience.

Maximising Membership and Engagement

Ticketsolve’s membership features make it easy to manage renewals, offer exclusive perks, and track member behaviour. This empowers the museum to deepen supporter relationships and grow recurring revenue.

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London Museum’s transformation is ongoing, but with a flexible, future-ready platform in place, they’re equipped to meet change with confidence. London Museum’s transformation is ongoing, but with a flexible, future-ready platform in place, they’re equipped to meet change with confidence.

Trish Thomas

Head of Digital Innovation

"At London Museum, our vision is to create a world class museum that melds the historic with the modern and inspires a passion for London and its people in both residents and visitors. Ticketsolve’s expertise and innovative solutions are key in helping us achieve this vision, ensuring that our visitors have the best possible experience from the moment they decide to visit us."

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