Guiding Patrons Towards and Through Their Favorite Museum
Some Context
The Detroit Institute of Arts has one of the best art collections in the U.S., with over 65,000 artworks. The DIA’s 2022–2027 strategic plan includes building digital capabilities that enable and inspire onsite and online audiences. This project increases accessibility into and through the DIA via a robust mobile application.
Timeline
October – December ’23 (10 weeks) | On spec
My Role
Being the lead designer on this self-directed project, I oversaw a diverse range of responsibilities that were integral to every aspect of the process.
The Problem
The current online experience with the DIA falls short of meeting rising user expectations. There’s an opportunity to make planning, booking, and exploration within the museum easier, and thus improve satisfaction ratings and attendance.
The Goals
1) Combine planning, booking, and arrival into a seamless experience for museum patrons
2) Create a digital entry point to access learning resources from within the museum, connecting the DIA to the Detroit Public Library and other cultural institutions within the district
User Research: Summary
I visited the museum for contextual inquiry, observed patron behavior upon arrival and through the galleries, and conducted interviews with patrons, ticketing staff, and gallery attendants.
I also conducted quantitative research and discovered:
32% of recent art museum patrons specifically planned ahead to do a guided tour or related activities
65% of recent art museum patrons booked > 1 day in advance
What I Learned
This project was incredibly eye opening, shedding light on the disparity between patron expectations and current capabilities. The data is clear that adopting technology is not just a passing trend but now a fundamental aspect of customer expectations. This requires continual innovation to meet – and hopefully exceed – these expectations. This project helped me more deeply consider the nuances of the customer journey, and how technology can lay the foundation for increased accessibility and CX.
Looking for more information? If you’d like to know more about how I approached this project, shoot me an email to schedule a portfolio presentation.
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