Digital Renaissance
and Accessibility
Meg Swayze | UX Researcher | UX/UI Designer
While completing my MA in Gallery Studies (1990s), I was curious about how museums would adjust to the Americans with Disabilities Act (ADA). My unpublished MA thesis is Increasing Accessibility in the Art Museum for the Visually Impaired Visitor.
This early exploration laid the foundation for my curiosity about the intersection of art, accessibility, and digital transformation in cultural institutions. It sparked a realization of the immense potential technology held in revolutionizing museum experiences for all individuals.
Now, as I complete my studies in UX, I embark on a new chapter to explore how museums are harnessing the power of websites and apps to redefine accessibility and engage audiences in awe-inspiring ways.
A Dedicated App for Optimizing the UX/UI in an Art Museum
How Might We ?
Create a user-friendly digital tool that:
stays true to the essence of the art museum and its brand
enhances the digital experience of the different user groups,
does not interfere with the unique visitor experience,
fosters memory-making moments, and
establishes a deeper connection between visitors and the museum’s collection and exhibitions.
PROJECT TIMELINE
6 weeks, August - September 2022
MY ROLE
UX Researcher, UX/UI Designer
THE CLIENT
Student Case Study for Google Professional UX Design Certificate.
BIG PICTURE THINKING
Often the first step in design is the hardest and most revealing and important. Identifying clear, actionable steps that benefit the most users that can be maintained is the goal.
PERSONAL GROWTH
Through persistence, passion, and effective communication, I deepened my ability to identify problems, understand their connection to larger root issues, and create actionable steps to address both.
SKILLS
Figma, Adobe XD, Procreate, Information architecture, User interviews, Landscape research, Competitor analysis, Usability testing, Wire framing, Prototyping, Design system, Responsive design, Iteration
Design Thinking
Many excellent design guides exist. However, I utilized Nielsen Norman’s guide because of the circular format over linear. The circle reminds the UX/UI designer not to be afraid to iterate when needed.
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Look, Listen, Learn, Ask Questions!
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What patterns emerge?
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What if? Think big and Refine.
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Make Tangible for Critiquing.
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“What works?” Evaluate and Iterate.
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Deliver.
Empathy
During the Empathy stage of the UX design process, research is conducted to gain a deep understanding of the users and their needs. This research helps designers to empathize with the users' perspectives, uncover insights, and identify pain points, allowing for the creation of user-centric solutions that truly address the users' challenges and aspirations.
Benjamin Hanussek wrote an interesting article for Cambridge University Press titled, “Enhanced Exhibitions? Discussing Museum Apps after a Decade of Development.” He examined the industry leading museums the Louvre and the British Museum and their apps. He concluded, “Given the described cases, it can be said that museum apps have not brought the impact so often promised to visiting audiences. While adding a shallow “cool” factor (Stobiecka Reference Stobiecka2018:2) to a museum’s marketing repertoire, they fail to effectively live up to the expectations of the user.”
In fact, in 2020 the Louvre removed it’s app.
I was Curious.
PRIMARY RESEARCH
With Hanussek’s article in mind, I was curious about other leading museums and their dedicated apps. For this case study, I redesigned the Art Institute of Chicago’s (AIC) dedicated app.
To begin my primary research, I began with the Google Play store and Apple App store. The Google Play store had more reviews on the specific app.
From the Google Play store, I studied the app description and user reviews for the Art Institute of Chicago to determine the goals of the app and the pain points the users were experiencing.
Goals of the AIC App
Goals were deduced from the Google Play “About this App” description.
User Friendly Audio
User Friendly Map
Digital Membership Card
Helpful Tool
Google Play Reviews AIC
91 Reviews, 59 written reviews and multiple this review was helpful.
User Reviews Grouped by Topic
What I Learned.
The user reviews about the app indicate both positive and negative feedback.
Positive reviews highlight the value of the audio and map features, while negative reviews mention issues with audio, app functionality with digital membership, user-friendliness, crashes, and poor customer service.
Regardless of Positive or Negative Review- the insights provide valuable user experience feedback.
Pain Points
Audio
9 Mentions not compatible with headphones
4 Mentions that it is not user friendly
7 Mentions that it crashes or freezes
Map
1 Mention that it is a helpful tool
1 Mention of a UX suggestion
1 Mention that it crashes or freezes
Digital Membership
12 Mentions digital membership card not working properly
5 Mentions poor customer service when seeking assistance
2 Mentions that the design is not user friendly
Crashes
19 Mentions that the app malfunctions
6 Mentions that the app freezes
11 Mentions that the app must be restarted
3 Mentions that is must be uninstalled/installed
Not a Helpful Tool
28 Negative app review
15 Mentions that the audio not working properly
10 Mentions that the digital membership card not working properly
4 Mentions that it is not user friendly
14 Mentions the app crashes
2 Mentions that there was poor customer service
For technology to be successful, it needs to be interwoven into the culture of the entity. In the article, “Digital transformations: The five talent factors that matter most” published in January 2023, McKinsey and Company authors wrote, “A crucial scale-up consideration is to regularly revisit key trade-off decisions, such as achieving the right blend of training for your employees and the optimal mix of talent sources to balance culture, pace, and quality.”
What I Learned.
Who are the Users?
To understand the users of the AIC App, I turned to extensive research that was done for the Field Museum. The following data about the user came from Slover Linett”s exploratory qualitative/ethnographic study, quantitative research, and cluster analysis. tThese findings were compared and aligned with research from the American Association of Museums and from the Audience Agency of the Arts Council England.
Out-of-town tourists, Seeks new knowledge and experience,
Favors individual interactive experiences
Likes app tours to see the “best of” and digital interactions to grow perspectives
Curious Activity Seekers
Address crashes, digital membership card potential, greatest hits tour clearly marked, Map pdf, increase quiet places to sit (look to coffee shops for example)
Engaged with specific topics of interest
Reading, observing discussing with companions
Digital is not to interfere with calm experience, atmospheric
Contemplative Traditionalist
Address crashes, digital membership card potential, create your own audio tour, Map
pdf, increase quiet places to sit
Connections and shared experiences
Open ended exploration discussing with companions
Games, interactive displays that are open ended, shared memory making
Social Explorers
Address crashes, digital membership
card potential, create your own audio tour,
Map pdf, increase quiet places to sit
Parent Facilitators
Parent child education, fun, memory making
More traditional hands-on activities, games
Address crashes, digital membership
card potential, create your own audio
tour, Map pdf, increase fun places
to sit Play stations in museum
(look to IKEA for example)
Disengaged
Passive learning
Real, authentic artifacts
Traditional presentations
Address crashes, digital membership card potential, simple, clear audio tour, Map pdf
Action Steps to
Benefit
All Groups
Addressing the technology problems increases benefits for all groups for a positive museum experience. Maximizing the potential for a working digital membership card and possibly tickets too would be a benefit for all groups. Having a pdf map that can be updated more often and can be expanded on the phone would benefit all groups. The organization of information to find what the user needs fast would benefit the diversity of needs of the users. Not a technological tool but ‘creating spaces’ in more places in the museum to enjoy individually or as a group would benefit all groups.
Competitor Anaylsis
DIRECT
AIC
Warm and inviting mood
STRENGTHS:
Digital Membership option, Language
options, Multiple tour options
WEAKNESSES:
Low color contrast, Colors inconsistent, Multiple links to web page, No Login
Traditional Art Museum, 1879, Chicago
3.1
91 Reviews
10K Downloads
NGA
Fun color, basic mood
STRENGTHS:
Clear App logo, Audio and transcript
WEAKNESSES:
Confusing map, Bottom menu bar cut off Navigation, not intuitive Content, menu heavy, Get stuck on pages, Low Color Contrast
National Art Museum, 1937, Washington, D.C.
3.3
25 Reviews
10K Downloads
CMA
Fresh, bold techy mood
STRENGTHS:
Consistent branding, Clean, clear content, “Did you know” extra, Must CMA tour
WEAKNESSES:
Content heavy and crashes,No Digital Membership,Request permissions before you understand what the app will do, Main page is hard to read with a photo background, Unclear what “Art Lens” is?
Art Museum, 1913 Cleveland
4.0
80 Reviews
10K Downloads
INDIRECT
Bloomberg Connects
Direct, neutral, orderly mood
STRENGTHS:
Language option clear, Clean Overview, Informative waiting tagline. Clean, simple map, Simplified content on all pages (more and less for most content) Transcripts available
WEAKNESSES:
Icon hard to read, Content heavy and crashes frequently, slow to load, No Digital Membership, No App Welcome Page to explain what the app is
App Platform for museums, galleries, cultural space, and more, 2019
4.4
623 Reviews
500K Downloads
Rijksmuseum
Rich, bold, somber mood
STRENGTHS:
App for home or in museum, “The best of the Rijksmuseum”, Offers photo directions, Choice assistant, Includes Gift Shop, coupons, Login feature, Audio and transcript
WEAKNESSES:
Content heavy and crashes, frequently, slow to load, No Digital Membership
Art Museum, 1798, Amsterdam, The Netherlands
3.8
1.1K Reviews
500K Downloads
Field
Clear, minimal mood
STRENGTHS:
Clever memory game, Sensory accessibility options, Clear App logo, Login feature
WEAKNESSES:
No Digital Membership Card, Sterile, cold and uninviting, No Audio tours
Natural History, 1893, Chicago
10 Reviews
1K+ Downloads
3.8
All of the apps struggle with crashing, freezing, and the need to uninstall and reinstall.
Only AIC has a digital membership card. As the American Association of Museum says about digital cards, “Simply put, digital membership cards are greener, less expensive, and easier to distribute. Plus, going digital means that you never have to worry about losing your membership card!.” It also provides a wonderful opportunity to customize the member relationship.
Except for the Field, the driving force behind each app is map and audio. This is also difficult due to GPS, WIFI, App settings. The Rijksmuseum has a unique choice assistant that allows you to choose from subject matter and then crafts a tour just for you. The Cleveland Museum of Art’s app is an attempt to be bold, and technologically cutting edge. The Field Museum’s App is more about providing a tool for families, creating accessibility for those with autism and sensory needs.
What I Learned.
DEFINE
During the Define stage of the UX design process, personas are created to provide a human-centered framework for understanding and empathizing with the target users. These detailed fictional characters represent the key user groups and help designers gain insights into users' needs, goals, behaviors, and motivations, ensuring that the subsequent design decisions are rooted in a deep understanding of the end-users.
User Persona
Meet Maggie.
“I want my children to fall in love with our day trips to the city.
I want the experience to be both educational and fun.”
Age
Education
Family
Occupation
44
Community College
Married, children (5,7)
Baker
Maggie is a baker who works very early hours everyday. She has young children 5 and 7. Her husband owns his own company and works from home and rarely has time off. The two met in Chicago and love the energy and culture of the city but now live in a suburb. His schedule is unpredictable and busy. Maggie likes to plan fun trips into the city for a schedule that best fits her family. She does most things on her phone or a tablet. She grew up spending time at the Museum. Their family has a Membership and the app. She needs the app to be clear and straightforward. Maggie’s older child has Sensory Needs.
PARENT FACILITATORS USER GROUP
Goals
Spend meaningful time with family and foster a love of Chicago and the Art Museum.
Ability to easily access membership card and take advantage of its benefits.
Be able to learn some, play some, and relax some at the Museum.
See relevant art based on family’s tastes.
Frustrations
“App is great addition to have at the Institute or just to use and listen to the audio detail on some pieces at home.”
“Sometimes I can access my member card, and sometimes not. It is very unreliable.
“Opening screen animation is way too slow. It’s even gotten hung up on that animation. These are basics that really need to be fixed before any of the other nice function can be used.”
PROBLEM
STATEMENT
Maggie is a baker and mother of young children who needs an easy way to access her Membership card and create educational and fun memories because her time is limited and her hands full when entering the museum.
USER
STATEMENT
As a busy working mother, I want to visit the Museum so that I can make meaningful memories with my children.
IF/THEN
STATEMENT
If Maggie is able to access her Membership card quickly and efficiently and engage her children, then She will be happier and begin her time at the Museum with her family in a better mood.
Journey Map
For a sample of Laney’s Journey Map. Select Here.
During the Ideate stage of the UX design process, the artistry of bringing it all together begins. With a solid understanding of the user needs, goals, and insights gained from research, designers can now unleash their creativity, pushing boundaries and generating a wide range of ideas that have the potential to result in unique and impactful user experiences.
IDEATE
MAKE THE MOST IMPORTANT INFORMATION SEEKING TASKS EASILY ACCESSIBLE.
By considering accessibility early on, designers can proactively address potential barriers and constraints, resulting in more inclusive designs that provide equal access and a positive user experience for individuals with disabilities or specific needs.
Information Architecture
Notes to include why each component is important to the user and the design.
Sketches
As with any great artwork, sketches are essential, inexpensive, and time saving.
Begin with a drawing of the current app and make notes for improvements based on findings.
Main User Flow
Getting feedback during the prototype stage is essential to gather insights and identify usability issues early on. Involving users and stakeholders in the feedback process helps validate design decisions, uncover challenges, and make necessary improvements, ensuring the final product meets user expectations.
Prototyping
ACCESSIBILITY
Colors selected are WCAG AA and AAA compliant. Proximity and Padding designed for accessibility. Headings used for ease of reading.
FONT GUIDE
Serene, contemplative, museum aesthetic font Open Sans selected.
WHAT I LEARNED
Design for accessibility and consistent branding. Design so that what is needed most is the easiest to find.
Text Color #3B3B3B
Accent Color #707070
Background Color #CDCDCD
Neutral Color
#FAF8F4
Accent Color #D7E4EA
AIC Website
Logo #B50938
#C2CFD6
#D6DEE2
#DEE8EC
#E9EEF0
CTA Buttons- Pathways
High Fidelity Prototype
This project began with a dedicated app.
For the full high fidelity prototype app Select Here. This link will open in Figma.
Font Size Guide for App
H1 - 28 pt Regular
H2- 17 pt Regular
BODY 17 pt Regular
Header 17 Semibold
Footer 12 Regular
Increase Brand Familiarity
Hero image includes the front entrance to the AIC and AIC web logo to increase familiarity with brand and destination.
Design for Accessibility
Language and Adjustable Text
Add these features to the top right anding page so that users can easily find.
Increase Padding
Replaced URL link with a CTA button. Spaced buttons so those with reduced motor skills or busy hands can easily access.
Simplify Information
Replaced the need to scroll vertically and horizontally on the landing AIC page, to three threads to meet user needs.
Increase Color Contrast
Increase color contrast to pass WCAG AAA and increase text size for icons.
Replace Map
Instead of a GPS driven map that depends on working wifi, utilize a PDF/ Image file that can be enlarged and easily updated.
Remove Obstacles
Add Levels
Each level can be studied alone as an expandable image.
Create Solutions that Meet the Needs of the Most Users
Create A Personal Way to Explore the Museum
For the Curious Activity Seekers, Contemplative Traditionalists, Social Explorers, and Parent Facilitators.
Main User Flow
Testing during the UX design phase is crucial as it enables designers to validate their assumptions, identify usability issues, and gather feedback directly from users. By conducting thorough testing, designers can ensure that the final product truly meets user needs and ultimately leads to higher user satisfaction and engagement.
Testing
The Power of Iteration
AIC Original Mobile App
Wireframe and High Fidelity Prototype
Add AIC logo to landing page.
Add Language and Text size at top right.
Replace hero image of AIC graphic with main entrance to museum.
Replace URL link from original AIC app to a CTA button.
Replace vertical and horizontal scroll with three user driven pathways.
Increase footer color contrast and text size to WCAG AAA Pass.
Add back button.
Increase footer color contrast and text size to WCAG AAA Pass.
Replaced the location of Museum information to directly under Info.
Add hover to see the artist name and title.
Replaced GPS driven map with an expandable pdf map.
Add the levels as separate pdf’s.
Remove gray footer to white.
Reflections
Greatest Obstacle
Grabbing the attention of overworked, passionate leaders and harnessing their information and attaining buy-
in. I am making headway.
The Result
Create an intuitive tool that enhances the museum experience for its users.
Next Steps
Finish the following sections:
“What to See”
“What to Do”
“What to Explore”
Favorite Aspect
Remembering the joy that art museums bring and designing solutions for future museum goers.
Hi! I am Meg.
My work is fueled by the passion to identify, cultivate, and unleash the untapped potential of individuals, empowering diverse leaders to make a positive impact on our world.
I achieve this by creating human-centered designs that foster meaningful connections, eliminate barriers, and pave the way for mutually beneficial outcomes.
In UX/UI Design, I am interested in areas related to Accessibility, Sustainability, and Generational Design.
If not creating, I am busy adventuring in the great outdoors with my family!