How Museums Can Use the Design Thinking Process to Delight and Engage Visitors
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The document discusses how museums can use design thinking to engage and delight visitors. Design thinking is a human-centered approach to problem-solving that involves empathizing with users, defining problems based on insights rather than assumptions, ideating many solutions, and prototyping and testing ideas iteratively. The document provides an example of a museum that used design thinking to redesign its exhibition web pages and digital and in-gallery experiences based on empathy interviews with visitors. It highlights takeaways like questioning assumptions, prototyping early, and spending more time testing ideas rather than discussing them.
How Museums Can Use the Design Thinking Process to Delight and Engage Visitors
- 1. How Museums Can Use the Design Thinking Process to Engage and Delight Visitors Dana Mitroff Silvers 19 June 2014 MuseumNext, NewcastleGateshead, UK Image courtesy Jana Byington-‐Smith
- 2. Image from flickr by Knight Center of Digital Excellence h?ps://www.flickr.com/photos/kcode/2879429718/ “Redesign the xyz feature of xyz site…”
- 3. WWhat Let’s redesign the sharing feature. Users want a new image viewer. How about a new app? Image from flickr by Knight Center of Digital Excellence h?ps://www.flickr.com/photos/kcode/2879429718/
- 4. What if we start here?
- 5. Images courtesy Ahree Lee, J. Paul Ge?y Trust
- 6. Today’s talk What is design thinking? How museums are using it. 5 takeaways
- 7. Who I am Designing Insights Design Thinking for Museums
- 8. Image by Vincent Bloch from Wikimedia Commons 11 years @ SFMOMA
- 9. So what is design thinking?
- 10. What is design thinking? a human-centered framework for problem-solving and innovation
- 11. Human-centered
- 12. Human-centered starts with the needs of visitors
- 13. Image from flickr by The Bees h?ps://www.flickr.com/photos/thebees/4982556761/ people + stories behind your data
- 14. Image © P.M. Carlson not just the what, but the why
- 15. so we can develop better products, services, and experiences
- 16. that delight and engage Image by Jim Richardson / SUMO
- 17. Image by the Stanford d.school The framework
- 18. Empathize Define Prototype Test Ideate REPEAT! Image by the Stanford d.school
- 20. Image courtesy Michael Edson, Smithsonian Ins_tu_on it starts here
- 21. get away from your desk
- 22. observe
- 23. seek stories + listen
- 25. look for insights + surprises
- 26. discover + define the problem/opportunity
- 27. WWhat Let’s redesign the sharing feature. Users want a new image viewer. How about a new app? Image from flickr by Knight Center of Digital Excellence h?ps://www.flickr.com/photos/kcode/2879429718/ before you jump to solutions
- 29. Image copyright P. M. Carlson generate ideas + defer judgment
- 30. flesh out ideas to test
- 32. fast + lo-fidelity Image copyright P. M. Carlson
- 33. Image by Jim Richardson / SUMO
- 34. Image courtesy Michael Edson, Smithsonian Ins_tu_on Image courtesy Ahree Lee, J. Paul Ge?y Trust
- 36. Image by Jim Richardson / SUMO
- 37. Design thinking in action Image by Roman Fuchs from Wikimedia Commons CC BY-‐SA 3.0
- 38. Redesign exhibition web pages
- 39. -visitors check the website before a visit -arrive with agenda in mind Assumptions
- 40. Why did you visit today? Walk me through your visit… Tell me more… Image courtesy Cathy Bell, J. Paul Ge?y Trust Empathy interviews
- 41. Images courtesy Ahree Lee, J. Paul Ge?y Trust Define + ideate
- 42. Findings + insights -most visitors don’t check Getty website in advance -overwhelmed when arrive -need help getting started once on-site Image by Roman Fuchs from Wikimedia Commons CC BY-‐SA 3.0
- 43. Images courtesy Ahree Lee, J. Paul Ge?y Trust Prototypes for digital
- 44. Images courtesy Ahree Lee, J. Paul Ge?y Trust Prototypes for digital
- 45. Image courtesy Ahree Lee, J. Paul Ge?y Trust Prototypes for in-gallery
- 46. Images courtesy Amanda Ramirez © J. Paul Ge?y Trust Please note: tour capacity may be limited. Orientation Film Museum Entrance Hall Self-Guided Tours Explore the collection and exhibitions with an iPod touch, available for FREE at the Getty- Guide® Desk in the Museum Entrance Hall. 10:15 a.m. Architecture Tour Discover more about Richard Meier’s architecture and the design of the Getty Center site in this 45-minute tour. Meet the docent outside at the bench under the sycamore trees near the front entrance to the Museum. 10:30 a.m. Exhibition Talk: Jackson Pollock’s “Mural“ This 30-minute talk examines Jackson Pollock’s Mural (1943), an iconic example of 20th- century American painting. See it for the first time since its conservation at the Getty. Meet the docent at the Information Desk. 11:00 a.m. Collection Highlights Tour This one-hour tour provides an overview of major works from the Museum’s collection. Meet the docent at the Information Desk. Architecture Tour (See 10:15 a.m.) AT THE GETTY CENTER Friday, May 2, 2014 Museum hours: 10:00 a.m.–5:30 p.m. TODAY TODAY AT THE GETTY CENTER Friday, May 2, 2014 Museum hours: 10:00 a.m.–5:30 p.m. Self-Guided Tours Explore the collection and exhibitions with an iPod touch, available for FREE at the GettyGuide® Desk in the Museum Entrance Hall. Orientation Film Museum Entrance HallStart Here Tours Irises by Vincent van Gogh A favorite of the Museum’s impressionist paintings collection. Museum, West Pavilion, 2 Upper Level, Gallery W204 In Bloom: The Wisteria is in full force! On the Arbor walkway adjacent to the Restaurant. Jamie, a Web designer laughs at Joke Glass This rare glass was designed to be as difficult as pos- sible to drink from without spilling. See why else it is no ordinary glass. Museum, North Pavilion, Gallery N104 #GettyPose with The Vexed Man Make a grimace or a scowl to match the sour expression seen on this sculpture bust. Museum, West Pavilion, Gallery W102. Audio Tour A Royal Passion: Queen Victoria and Photography Pick up an iPod touch in the Museum Entrance Hall and visit the exhibition in the Museum, Center for Photographs, West Pavilion Highlights STAFF PICK Before After (in-progress!)
- 47. Photo by Andrew Delaney/ Mindset and methodology Summing up…
- 48. Design Thinking Approach Traditional Approach Insight-driven Assumption-driven Iterative Linear Rough prototypes Beta versions Doing + testing Talking + talking
- 49. 5 big takeaways 1. Get away from your desk 2. Question assumptions 3. Define problems /opportunities before solutions 4. Prototype and iterate early and cheap 5. Spend less time talking, more time doing
- 50. Blog: DesignThinkingforMuseums.net Web: DesigningInsights.com Email: [email protected] Twitter: @dmitroff Thanks + stay in touch