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ilia
Loop
Rethinking Feedback
Independent project, 2023
OVERVIEW
A Museum accessibility campaign that aims to bring the visitors to the center of the experience. By considering the pre, during and post museum experience as equally vital, the objective of this project is to create an inclusive feedback method based on real time and reflective feedback, in order to potentially make the expansive museum experience more accessible.
BREAKING DOWN THE PROBLEM
Museums are increasingly trying to become more accessible.
but why have museums been so inaccessible in the first place?
As long as museums take accessibility measures that are not informed by people with disabilities, they will continue to be inaccessible and make people with disabilities feel separated, uncomfortable, and not considered.
lack of relevant feedback by those whose experiences are the most useful
speculation
inaccessibility
giving people with disabilities the opportunity to easily and openly voice their reactions
informed and considerate designs
relevant feedback
There is an opportunity to create a productive feedback loop by actively involving the target audience within the design process
How might we optimize the feedback process to make museums more accessible?
KEY OBJECTIVES
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Bring visitors in the center of the experience to receive the most accurate input
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Improve museum experience for visitors (especially visitors with disabilities that have trouble physically accessing the museum itself or the spaces within it)
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Minimize the gap between museums and their visitors
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By asking for the advice of people with PWD museums take a step towards being more inclusive institutions
WHAT DO THE USERS CARE ABOUT?
MUSEUMS
VISITORS
cost of implemented method
how to keep visitors coming back
being able to gather data in an efficient way and form so it's easy to analyze
collecting feedback that is easy to interpret/ understand
prioritizing accessibility
a fun museum tour
An informative, engaging, productive
visit
being able to give feedback that will be considered, quickly, and without interrupting the museum exeprience
Creating a community around this process
having the freedom to express their thoughts their own way
not detecting bias
WHAT COMPONENTS MAKE UP ACCESSIBILITY IN A MUSEUM?
Services (cafe, restroom, shop etc.)
Exhibiting content (curation of exhibition and positioning of works, height of artworks)
Staff (staff culture, treatment by staff, communication barriers)
Architecture (infrastructure, architectural design, height of counters)
Other (separation by other able-bodied visitors)
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EVALUATING AND INCOORPORATING EXISTING FEEDBACK METHODS
I did research on existing feedback methods and decided to optimize the experience by combining the most preferred methods to provide users with a customizable process.
In person
staff
Questionnaires
Feedback
buttons
Feedback
wall
Facial
Recognition
Feedback
wall
Comment cards
Social Media
Level of engagement/
Available time to reflect
2
3
2
4
0
4
5
4
Quality of feedback (openness for subjective response)
4
1
0
4
3
4
4
3
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How can we combined these preferred methods into a productive and customizable feedback experience?
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feedback wall
social media
real time feedback app
comment cards
VISUALIZING THE EXPERIENCE FROM START TO FINISH
Visitors have the ability to leave their comments
1) in real time, throughout the museum experience
2) after the museum tour, in the feedback lounge
3) at their own time, from home
THE DEVICE
The device allows you offer input either as you tour the museum, or after you've finished the tour. The feedback is automatically logged in the system and is available (anonymously) to other future visitors.
WEBSITE PROTOTYPES
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