Visitor Centred Design @ Te Papa

The fabulous UX team @ Te Papa shared their work with us and the UX journey they've been on.  Here are some of the insights from the session:

  • "Our customer is the visitor"
  • Our purpose is to change hearts, life and minds (Ed's note: wonderfully aspirational)
  • We are not just working with one product - there are digital kiosks, displays, video screens...
  • Here are a few of the slides from the presentation - includes the design process and matrix applies to the Collections Online project...
  • Collections Online project:
    • began with categorising all the data we already had
    • this stage of data gathering often creates more questions than answers
    • deliberately kept draft personas 'sketchy' so that people would evolve them 
    • we found out...we have the best users!  :)
    • "there is no way we could have come up with how people are using our collection online"
  • The Art Wall:
    • how do we remove that art 'fear'?
    • how do we make art more playful and interactive?
    • some ideas we played with - 'Tinder for Art' and rating the art, using emojis or provocative words
    • "we can access our users everyday - you must be jealous"  :)
    • our user testing results = inconclusive (read = no-one really cared!)
    • an idea = people getting to react to what they thought was interesting - developed this as a paper prototype, then on a device
    • found people really engaged with this - saw a father and his two kids 'hanging' 20 different artworks on the wall :)
    • quote from a user = "I chose this because it reminds me of home" 
    • people getting to project themselves on to the art - "discover and share their own personal collection"
  • Te Pahi Medal:
    • this was re-patriated back into NZ on Nov 2014
    • broke down the story of the medal into a timeline and put it on to an interactive screen
    • "because we know have an internal team, we can start looking at some consistency of patterns" 
    • using Te Reo = the translation of the word plus the ability to hear the language
    • learnt from talking to users = if they saw a word underlined on the screen, thought it would take you to another page 
    • "most of the time, people are interested in giving us their time" (Ed's note: from my experience, completely agree)
    • found there were quite a few steps had to go through with wireframe re text and use of colour
  • Observations in the Museum space:
    • the space is big, noisy and distracting with plenty going on - need to be able to grab people at any time to consume info 
    • need to put more buttons on for interaction (even if this might feel counterintuitive)
    • it's about storytelling, not being task-driven
    • people will navigate a timeline backwards
    • people use screens differently - need to have pinch zoom + buttons to zoom + double tap
    • digital interaction with a physical aura - test for robustness and expect the unexpected :)  
  • Don't be afraid of influencing the process
  • Know your context - "we are designing for everyone"
  • Value the voice of your visitor 
  • Knowing that what goes out on the floor, we can change it :)
  • Our role = "you are not your user" :)