human centred transformation
TRANSCRIPT
Applying Human-Centred Values to Transformation Projects
Carolyn RoystonMCN Conference, 4th November 2016@caro_ft
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
For our visitors• Not a traditional art museum• Immersive experience• No linear narrative• No labels• Make your own connections
How can Digital help to transform the visitor experience?
Digital
Stories
KnowledgePersonal &
Social connections
Open up access to
Collections
Our starting point• Siloed and disconnected
systems• Outdated website• No onsite digital• Growing social media• Enthusiastic staff• Cautious Management• Huge potential
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
Digital Priorities
Website & Social Media
Onsite digital experiences
Collections Management/
DAMsCRM
IT Infrastructure
So what are we doing?
• Focus on two projects this year:
– new website– pilot onsite digital experiences
• Use these projects to catalyze change
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
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
CLOSING SLIDE
@caro_ft