Papers: What is the Visitor Journey?

Thursday, April 04, 2019: 11:00am - 12:30pm
Independence East West

Chair: Allegra Burnette

End to end experience design: lessons for all from the NFC enhanced Lost Map of Wonderland 
- Sebastian Chan, Australian Centre for the Moving Image, Australia
This paper affirms that technology is the smallest part of a successful exhibition experience—and that it is only through looking holistically at museum experience design can technology deliver the desired outcomes to and with visitors. The paper describes how the NFC-enhanced paper map was produced, how it was received by our visitors, how it evolved over the run of the exhibition, and how it is influencing future developments at ACMI. With the Wonderland exhibition now touring internationally to other museums across Asia, Europe, UK and later, North America, this paper also explores how other museums may need to iterate their own operating and logistical models to successfully host and learn from this exhibition—and what lessons might b

Walking in the shoes of our visitors: Human-centered design and organizational change at the Isabella Stewart Gardner Museum
- Michelle Grohe, Isabella Stewart Gardner Museum, USA, Laura Mann, Frankly, Green + Webb USA, USA
Our paper will review the Gardner Museum’s 2016 journey mapping process and explore the impact on both the visitor experience and on the museum’s internal working process. The journey mapping was instigated by a digital project but the process yielded insights into all aspects of the visitor experience; fostering a shared understanding of the visitor experience among stakeholders from across the museum, many of whom do not have regular contact with our visitors. This paper provides a model for how one might move from journey mapping that identifies specific visitor pain and gain points to an ongoing process of designing for and addressing visitor needs.

Labs as an Agile Instrument to Supercharge the Development of a Tech Heavy Museum: Making independent choices by failing early and learning by doing
- Maarten Brinkerink, Netherlands Institute for Sound and Vision, Netherlands
This talk explains how to deploy labs as an instrument to experiment from an early stage on during realisation of new visitor experiences. It describes the topics we identified for potential labs related to our new museum concept and the rationale behind them. It describes how we’ve structured the labs as an agile instrument to inform the development process and how they are implemented in the larger structure of the programme that delivers the new museum. The talk will illustrate all of his by guiding the audience through the process, results, and lessons learned of the first two labs that have been conducted by Sound and Vision. The first lab explored the possibilities to us facial recognition as a means to identify museum visitors during