User Journey Mapping for Museums: Visitor-focused Experience Design

Workshop - register now

Tuesday, April 06, 2021: 4:00pm - 7:00pm - - Workshop

Hanna Cho, NGX Interactive, Canada, Luyi Wang, NGX Interactive, Canada

n this hands-on workshop, participants will be introduced to user journey maps as a design tool and methodology, and learn how to apply it towards designing interactive digital exhibits and physical spaces alike. User journey mapping is a method that visually and conceptually illustrates visitor’s, needs, emotions, and perceptions throughout their relationship with an organization. Combined with subsequent user engagement and evaluation, user journey mapping can be a powerful way to establish and validate creative and interpretive goals and uncover and reduce barriers to a fulfilling and effective experience.

Journey maps can provide insight into the challenges, questions, and experiences of a single user (persona) in a given situation and provide a specific description of their perspective. In this way, museums are better able to understand their users through detailed characteristics, desires, and individualized observations. In other words, it enables you to put yourself in your visitor’s shoes.

The benefits to user journey mapping are many; but in particular, it helps break open old habits, assumptions, and creative dead-ends. They are excellent problem-solving tools that helps align cross-departmental teams, and encourage understanding of visitors holistically, and prioritize decision-making based on visitors, instead of being lead astray by other options that may seem more attractive, achievable, or affordable. This methodology is also useful in exploring and prioritizing accessible user experiences in experiential exhibit development.