Set of scenarios for mobile museum

Scenarios Jane Vita, Tiia-‐Marina Silva, Markus Saks,

Petri Tiainen, Theodoros Haile, Ekaterina Zhiteneva

Design Thinking

Introduction Scenarios

Design Thinking

•  Background

•  Exploring the experiences in museum

•  Providing museum experience to people with limited access

•  New ways experiencing museums generally in new locations

•  Itinerant museum service design through a set of scenarios

•  Scenarios represent visitors and staff

•  Characters represent different demographics and target groups, including:

•  International student

•  Family

•  Young couple

•  Elderly lady

•  Driver (of the museum truck)

•  Tour guide

•  Combined scenario

International Student Scenario

1.  The student left from school and walked to the museum. 2.  The student arrived at the museum door and bought a

ticket (Interaction with the ticket seller). 3.  Waited next to the door with an elderly lady for the

scheduled tour guide (Interaction with the elderly lady). 4.  The tour guide greeted him and the lady and invited them

to enter the museum (Interaction with the tour guide). 5.  Walked around in the museum with the guide while he was

explaining about the museum and artifacts.

By Theodoros Haile

6.  When the tour in one of the rooms ended the guide informed the visitors to go to the next room where the visual materials were available. They thanked him and walked to the next room.

7.  The visitors arrived at the door of the room where the visuals were ready for them.

8.  They were greeted by the technician and invited to enter the room (Interaction with the visual technician in the case the technician is different from the ticket seller).

9.  They sat down and watched the videos. 10.  Once the videos were finished they walked out of the room

after thanking the technician. 11.  The student walked to his apartment .

International Student Scenario

By Theodoros Haile

Family Scenario

People from Kuopio – Finland. Jonas Kovalainen – 38 years old, father, goes with his family to the center of Kuopio always when he knows about a new exhibition, but there is not so much museums in the city and takes a lot of time to come something new. Marja Kovalainen – 35 years old, mother, she loves to go to museum and she miss new exhibitions in the city. Likes to go to Helsinki and take the whole day tour visiting museums with her family. Karolina Kovalainen – 10 years old, daughter. Very communicative and always looking for something new to do. Katja Keltainen – 09 years old, daughter’s friend. She don’t go frequently with her family to museums, but if something interesting is happing they are the first ones to check.

By Jane Vita

Characters description and previous museum experience:

Karoline (10) and Katja (9) were coming from the school going back home, when Karoline saw

Karoline (10), her dad - Jonas (38) and her mother - Marja (35) were talking about the museum during the dinner.

Saturday morning, breakfast. Karoline, Jonas and Marja are planning the afternoon.

Katja, do you know this itinerant

muse

Yes, I was there last Saturday. I loved! But if you

wanna go you must to go during this weekend, because they are

going to another city next Monday.

Ok, I’ll ask my parents if

they can go with me.

1.

3.

2.

Mom, Dad! Can we go to

museum tomorrow (Saturday)?

All the museums here

(Kupio) we already visited and the

exhibitions are still the same.

Eva told me about an itinerant museum today. I would like to go

too.Yes, mom. It is this museum.

Wow, sounds interesting. Let’s go tomorrow after our

lunch.

Dad! We are going to the museum today, aren't

we?Yes, we're going

after lunch. You can play with your friends until 11:00 and come back to

lunch. We go around 14:30.

I would like to buy new shoes. Can we spend some time

before the stores close at 18:00? We can leave the museum before

16:30.

Sure, dear.

Thanks mom, thanks dad! I’ll gonna play with my friends outside. Bye! See you

later.

By Jane Vita Costa

Jonas, Marja and Karoline arrived in the city center and looked for the place that was easy to find because of the museum signs.

4.

Jonas asked the Cashier about the tickets.

5.

Good afternoon! It is

20,00 euros, please.

Good afternoon! May I’ve 2 tickets for adults and one

for kids?

These are your tickets and this is the

information guide. Please, if you have access to the Internet, you can vote for the next city and the next

exhibition. Enjoy your visit!

Thank you!

All family going to the entrance.

6.

Family journey at the museum.7.

By Jane Vita Costa

Inside of the

museum Marja

played a game

and winned.

She gives the

gift for

Karoline.

8.

Family leaving the museum and going to shopping.

9.

Thanks mom and dad. I loved

the museum. When we arrive at home, can I access the Internet and vote for the next

exhibition and city?

Of course, Karoline.

10.

Mom I wanna make my own

toy. Can I?

Yes, you can. I’m going

with your father to the cafeteria.

Karoline asking the mother if she can pay 5€ to make her own toy.

Young Couple Scenario

By Ekaterina Zhiteneva

Ville, 23 and Katja, 21, young couple from Helsinki. Ville and Katja are having their holidays in the countryside on the lakes between Kuopio and Varkaus. They spend most of their time in a small mökki, fishing and grilling, meeting some friends, who are having holidays nearby. 9:00am. The couple wakes up, having lazy morning outside of their cottage. 10:00am. Ville goes to a small local shop to get some croissants for breakfast. 12:00am. It’s a beautiful summer day. Ville and Katja decide to spend the day in Kuopio, the city nearby. They go there by local bus, which leaves them in the center of Kuopio, and start their walk. They’ve been walking for more than an hour, when they reach the area nearby “Museum on Wheels” and realize that it’s time to have lunch. Ville notices a small cafeteria outside and they decide to have a look at it. While looking around, Katja notices a poster ad about the “Museum on Wheels” visiting Kuopio, and they both decide it’s a good idea to go and explore the exhibition.


1:55pm. They enter the museum and meet a person from the Museum staff, who tells them that at 2pm there will be a guided tour. Ville & Katja decide to join the group and buy the tickets. 2:00pm. The tour guide starts the lecture, which lasts for about half an hour. After that, the couple goes to watch the movie about the artifacts they’ve seen in the other museum car. Ville is really impressed with the high-‐quality sound system, which he doesn’t expect from the small “Museum on Wheels”. He shares his experiences with the tour guide, who is really happy to hear such a positive feedback and recommends Ville to submit his feedback through the feedback form online. Ville does it using a computer, which is available for the visitors of the museum.



2:45pm. After the interesting tour, Ville & Katja finally have a chance to have some sandwiches and coffee. Katja checks her News Feed in Facebook and decides to check-‐in at the “Museum on Wheels”. She shares with her friends that she is having good time there. She also likes the Facebook page of the “Museum on Wheels” and will be receiving all the updates from the museum in the future. 3:00pm. Ville & Katja are done with everything and ask the Driver to call a taxi, as they are already a bit late for the grill at their friends’ place and don’t have time to wait for the next bus, which will depart only in half an hour.



3:30pm. The couple arrives to their friends cottage. One of the topics for their discussion is the “Museum on Wheels”. Ville & Katja share their experiences with their friends and recommend them to go there. Katja gives a small brochure that she took in the museum, which shows the route of the “Museum on Wheels”. Unfortunately, the museum will leave Kuopio already in 2 days, but the friends get very interested after listening to Ville’s stories and checking out the museum brochure. Actually, they don’t have much to do next week, so they can drive to Varkaus, which is just 30-‐minutes-‐drive from their cottage.




Pre$service)Period)

The$couple$had$moderate$expectations$about$the$museum.$Katja$visited$a$similar$museum$before$and$was$happy$about$it,$but$Ville$has$never$been$to$a$similar$museum$and$didn’t$expect$high$quality$exhibition$and$services.$They$went$there$mainly$because$they$had$a$lot$of$free$time.$

Past%Experiences%Katja%has%been%to%a%similar%museum%in%Sweden%and%enjoyed%the%experience%

Social%Media%Ville%saw%that%one%of%his%friends%checked;in%at%the%“Museum%on%Wheels”%on%Facebook%and%was%interested%to%have%a%look%%

Advertisement%Katja%noticed%a%poster%advertisement%in%the%city,%not%far%from%the%museum,%which%arose%her%interest%



Service'Period'

The$personnel$at$the$museum$were$friendly$and$professional.$They$responded$to$all$the$requests$the$couple$had$in$a$professional$manner.$A$lot$of$services$were$provided$to$the$couple$during$their$journey$to$guarantee$positive$experiences.$$

They%entered%the%Museum%and%met%one%of%the%museum%staff,%who%told%them%that%at%2pm%there%would%be%a%guided%tour.%Ville%&%Katja%decided%to%join%the%group%and%bought%tickets.%After%the%interesting%tour,%the%guys%finally%had%a%chance%to%have%some%sandwiches%and%coffee%made%by%the%friendly%museum%staff.%Katja%checked%her%News%Feed%in%Facebook%and%decided%to%checkDin%at%the%“Museum%on%Wheels”.%The%Wlan%was%available%for%the%visitors%of%the%museum.%Once%the%couple%was%done%with%their%lunch,%the%staff%person%called%the%taxi.%

%

!!Post%service+Period+

Both!Ville!&!Katja!were!really!satisfied!with!their!museum!visit.!Katja!though!that!she!got!better!service!from!the!museum!staff!than!in!the!Swedish!museum!she!visited!once,!and!Ville!was!very!happy!about!the!new!technologies!available!at!the!museum.!!!

Customer)Relationship)Management)The$museum$staff$always$publishes$all$the$updates$on$Facebook,$answers$messages$from$their$clients$and$publishes$interesting$articles$on$the$topics$of$exhibitions.$As$Katja$is$active$on$Facebook,$she$enjoys$the$service$provided$by$museum.$

Social)Media)Katja$checked$her$News$in$Facebook$and$decided$to$checkAin$at$the$“Museum$on$Wheels”.$She$shared$with$her$friends$that$she$was$having$a$good$time$there.$She$also$liked$the$page$of$the$“Museum$on$Wheels”$and$would$be$receiving$the$updates$from$the$museum$in$the$future.$

Word7of7Mouth)The$couple$arrived$to$their$friends’$cottage$and$discussed$about$the$“Museum$on$Wheels”.$Ville$&$Katja$shared$their$experiences$with$friends$and$recommended$them$to$go$there.$Katja$gave$a$small$brochure$showing$the$route$of$the$“Museum$on$Wheels”.$



Elderly lady Scenario

By Tiia-Marina Silva

Last week the elderly lady – a widower – heard from his son, who is living in the city, that there would be a museum bus parked in the centre of the village. So she has already decided to go shopping and to bank today, in order to see also the bus…



06:00 . The lady wakes up, makes coffee and reads the paper, feeds the cats etc., watches the morning soap from TV while knitting. 11:00. Eats a little lunch a sandwich etc. makes her self ready to walk a little bit to the road to catch the service line for the elderly and handicapped. 12:00. Takes the service line to the village Goes to see her friend who needs help around the house, after that proceeds to the museum bus. 14:30. Meets the driver when he’s giving directions to the family – shares impressions with the family .



14:50. After chatting for 20 min, pays the driver . 15:00. Goes around the artifacts slowly and carefully and tells the guide about all of them. 15:20. Shares her own experience also with the visitor – and leaves soon after when realises she still has to do grocery shopping and go to bank. 15:30. She still buys a cup of coffee from the handsome young driver and proceeds to the bank.

Tour guide Scenario

By Markus Saks

7:30 Wakes up at the hotel 8:00 Meets up with a guide at breakfast 8:30 Takes a taxi to the museum with driver 8:45 Starts opening up the museum -‐ Doors open -‐ Sets up the show and places advertisements and other outdoor items (small open tent or such, brochures table etc. -‐ Makes coffee and places some other small cafe offerings in place 10:00 Museum opens -‐> visitors starts to get in...

Tour guide Scenario

By Markus Saks

11-‐17 every even hour a new tour that lasts for appr 30minutes (if any customers are there to take the tour). Rest of the time answering to customer questions, handing brochures + sharing information on the “mobile museum” concept etc. 12:30 -‐ 13:00 Lunch break with driver 14:30 Meets up and helps the family with directions when they leave 15:15 Guides visitors for more information 18:00 Museum closes 18:30 Way back to hotel

Driver/technical Scenario

By Petri Tianen

7:00 Wakes up at the hotel 8:00 Meets up with a guide at breakfast 8:30 Takes a taxi to the museum with guide 8:45 Starts opening up the museum. -‐ Doors open. -‐ Engine, electricity, all the equipment running. -‐ Tests 3D equipment and test runs the technical setup 10:00 Museum opens -‐> visitors starts to get in. -‐ Sells tickets and handles the waiting queue for coming tours by the guide -‐ Sells coffee at the onsite café. 12:00 -‐ 12:30 Lunch break with guide

Driver/technical Scenario

By Petri Tianen

14:30 Meets up and helps the family with directions when they leave. 15:00 Calls taxi to couple. 15:15 Hands brochures to foreign visitor and guides him to contact the guide for more information (driver speaks only “small talk” English). 18:00 Museum closes. 18:30 Way back to hotel.

Combined Scenario Scenarios

The following scenario is time based. All meeting points between personas will be signalized by a circle , different colors will be used if there is different places for different groups. We choose this way of representation because we agreed that is the easiest way of representing the interactions we are looking for.

Design Thinking

Saturday 13.6

.2015

somewhere at

Kuopio…

06:00 7:00 8:00 8:30 9:00

Family Wakes up Breakfast at home

Couple Wakes up at summer cottage

Ville from the couple gets croissants for breakfast.

Elderly lady Wakes up Breakfast at home

Tour guide Wakes up at the hotel

Breakfast at the hotel

Take a taxi to the museum

Start opening procedures at the museum

Driver Wakes up at the hotel

Breakfast at the hotel

Take a taxi to the museum

Start opening procedures at the museum

International student

Wakes up

09:30 10:00 11:00 12:00 12:30

Family Lunch at home

Couple Breakfast

Decides to spend the day in the city nearby

They take the local bus

Elderly lady Lunch at home

The elderly lady takes the service line to town

Tour guide Opens the museum

Has a lunch break

Driver Opens the museum

Has a lunch break


Breakfast

Has a lunch at home

13:00 13:30 14:00 14:20

Family They take the local bus

Meets the driver and pay for the entrance, they go around checking all the extra activities

Starts checking the museum and waits for the tour initiates

Starts the museum tour

Couple Has lunch at shopping close to the museum

Meets the driver and pay for entrance


Elderly lady Meets the driver and pay for entrance

Tour guide Guides the museum tour

Driver Meets the family Meets the couple

Meets the elderly lady


Goes walking in the city center

Saw an add of the museum

Make the time good to visit the museum

15:20 15:30 16:20 16:30

Family Ends the museum tour

Goes to the museum small cafeteria

The daughter goes to the extra activity and her parents wait in the cafeteria

Meets the elderly lady when they are leaving the museum

Couple Ends the museum tour

Goes to the museum small cafeteria

Leaves the museum

Leaves the center by taxi

Elderly lady Starts the museum tour

Ends the museum tour

Meets the family leaving the museum and share her impressions

Tour guide Ends the museum tour

Guides the museum tour


Guides the museum tour

Driver Meets the international student

Attend the family and the couple at the small cafeteria

Takes care about the cashier and the cafeteria

Takes care about the cashier and the cafeteria


Meets the driver and pay for entrance



17:00 18:00 18:30 19:00 19:30

Family Goes to the shopping nearby

Talk about the museum

Leave the center by public transportation

Arrives at home

Has dinner

Couple Arrives at the summer cottage

Watches a movie from TV

Has dinner

Elderly lady Goes to the cafeteria

Leaves the museum

Leave the center by public transportation

Arrives at home

Has dinner

Tour guide Ends the last guided tour.

Closes the museum

Go back to the hotel by taxi

Has dinner and share the day with the driver

Driver Attend the Elderly lady and the international student at the cafeteria

Closes the museum

Go back to the hotel by taxi

Has dinner and share the day with the tour guide


Goes to the cafeteria

Leaves the museum

Go back home walking

Has a dinner at home

20:30 21:00 22:00 22:30 23:00

Family Votes on the Internet for Kuopio been on the city plans of the itinerant museum again

Goes sleep

Couple Talk about the exhibition at the itinerant museum

Goes sleep

Elderly lady Goes sleep

Tour guide Goes sleep

Driver Goes sleep


Has a look on the museum’s Internet pages.

Goes sleep

Conclusion Scenarios

•  This kind of approach shows how much variables has to be considered when developing the business.

•  All the people have their own paths, expectations, needs; how to take those individual elements into consideration is a challenge

•  People has to be amazed otherwise they wont come back next time so to be able to offer a real experience, the service has to be developed further

•  In our case to be able to keep customers interested with the amount of staff we have touring we need to have something more:

•  interaction elements •  additional program: guests, lecturers, etc.

Design Thinking

Thank you! Group 5 – Design Thinking

Students: Jane Vita, Tiia-‐Marina Silva, Markus Saks, Petri Tiainen, Theodoros Haile and Ekaterina Zhiteneva. Teachers: Mariana Salgado and Sanna Marttila

Set of scenarios for mobile museum

Design

Transcript of Set of scenarios for mobile museum