Service design for a Fujimoto museum

Challenge

The project lead responsible for the realization of the new museum wanted to validate the museum’s planned public spaces against customer needs.

People

A new service design agency focusing on museums asked me to supervise the project as a form of capacity building.

Results

A redesigned way-finding solution was implemented.

Process

It was a short one moth project because of the many cascading deadlines given by building process. The tradeoff was going with less involvement, and more background work.

1. Kick-off workshop with key stakeholders to have an inside-out perspective, with constraints and potential problem points mapped to the architectural plans.
2. Interviews with future visitors for the outside-in perspective and a richer context. As the museum’s had a very broad target, we mostly went with edge cases.
3. Journey mapping in space and time, with potential pain points identified.
4. Final workshop where, together the museum’s project team and key stakeholders, we prioritized problems and came up with initial solution ideas.

Personal takeaway

This was the first time I worked closely with architects, and it was inspiring to see how they worked with physical space.