currentform | Simon King, Interaction Designer
We examined the resource room environment, highlighting areas for improvement and documenting its contents.
The entire customer journey was plotted, listing touchpoints from the time they discovered the museum though completing a visit.
Customers were segmented into different types according to their needs and utilization of the resource room.
Problems with the current customer experience were shown as scenario using a floor plan overview of the room.
Recommendations for improving the use of the resource room were made and plotted according to impact and cost.
Personas were developed that matched our earlier customer segmentation: art lover, newbie, and field tripper.
A future scenario was shown to demonstrate how our recommendations would work together and relate to client goals.
Mood images were overlaid on the floor plan to convey a basic design language for each section of the room.
Learning and relaxing areas are separated to make use of materials and arrangements most appropriate for each goal.
A service blueprint was developed to show how a customer interacts with each part of the resource room experience.
Mattress Factory
Description
Design for Service is a half-semester class taught by Shelly Evenson that pairs interdisciplinary design teams with a local business to redesign a service. Our client was the Mattress Factory, a museum for installation art in Pittsburgh. Each team analyzed a particular area of the museum experience and created recommendations for change; ours was the resource room.
Our research began by getting a tour of the museum and observing visitors. We examined the environment, modeled the customer journey and touchpoints, segmented museum visitors, and developed opportunities; all while keeping in mind the museum's core competency. We ranked our recommendations by impact and cost so that changes could be prioritized and scheduled. Finally, we demonstrated the improved service by using personas to walk through an existing experience and contrast it to a potential future one. These scenarios used floor plan drawings and mood images to make the recommendations as concrete as possible in the time available.
Team Members: Simon King (Interaction Design), Christina Worsing (CPID), Apiradee Honglawan (HCI), Kayre Hylton (HCI), Rachel Shipman (HCI)
Downloads
- Project Presentation [3.0MB PDF]