Human centred transformation
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Transcript of Human centred transformation
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Applying Human-Centred Values to Transformation Projects
Carolyn RoystonMCN Conference, 4th November 2016@caro_ft
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A Complex Offer● Art museum● Historic building● Modern building● Fine art collection, rare books, furniture, textiles,
archival materials● A contemporary program● A performance space for music and dance● Horticultural and landscape design
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For our visitors• Not a traditional art museum• Immersive experience• No linear narrative• No labels• Make your own connections
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How can Digital help to transform the visitor experience?
Digital
Stories
KnowledgePersonal &
Social connections
Open up access to
Collections
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Our starting point• Siloed and disconnected
systems• Outdated website• No onsite digital• Growing social media• Enthusiastic staff• Cautious Management• Huge potential
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Our Approach
● Better understand the customer journey for our different audiences and platforms
● Prioritize projects and focus on impact● Prototype and experiment● Measure impact and create a feedback loop● Build staff confidence● Move in a sustainable, affordable and scaleable
way
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Digital Priorities
Website & Social Media
Onsite digital experiences
Collections Management/
DAMsCRM
IT Infrastructure
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So what are we doing?
• Focus on two projects this year:
– new website– pilot onsite digital experiences
• Use these projects to catalyze change
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Our aim
• Take a user-centric approach• Begin to build a program • Test, feedback, iterate • Work at a pace we can handle• New processes, new ways of working• Manage institutional expectations
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Challenges and opportunities• Start up operation• See digital as integral to the whole visitor
experience• Manage pace of change and expectationsAND• Huge opportunity to make an impact• Influence in every area of the organization• Increased staff engagement through new ways of
working• Digital as a catalyst for change
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CLOSING SLIDE
@caro_ft