The document summarizes a 2008 service redesign project for the Mattress Factory museum conducted by students at Carnegie Mellon University. The students conducted exploratory research including visitor observations and interviews. They identified core problems such as a mismatch between the museum's vision and public perception, wayfinding issues, and a negative perception of works-in-progress. The students proposed two concepts - a participation concept using tags and frames to encourage conversation, and a communication concept using signs and maps to clearly convey the museum's vision. Both aimed to enhance the visitor experience and perception of the Mattress Factory.
1. 2008 The Mattress Factory Service Redesign Project
Carnegir Mellon School of Design | Advisor: Professor Shelley Evenson
Miso Kim, Natalie Ebenreuter, Carrie Chan, Leanne Libert, Renna Alyassini, Zhen Zheng, Li Yen Huang
2. MF vision The Mattress Factory is a museum of contemporary
art that presents art you can get into — room-sized
environments, created by in-residence artists. Located
in the historic Mexican War Streets of Pittsburgh’s
North Side since 1977, the Mattress Factory is one of
few museums of its kind anywhere.
Our goal Increasing new and returning visitos by enhancing
the perception of the Mattress Factory (MF) and
communicating the diverse experiences it provides,
through the voices of visitors and artists.
MF vision
4. Art you can • Encourage visitors to return & spread words
get into
redesign from
• Create flow, visual cues, and wayfinding
visitors’ perspective
• Match core competency with perception
Artists’ • Strengthen core identity
playground
redesign for artists’ voice
• Create consistent voice
• Support communication channel
suggestions & hypothesis
5. Observations We conducted three observations, one time experiencing
the MF by ourselves as visitors, and another time watching
the visitors’ behaviors in the first floor area MF as well as a
shadowing observation of how they interact with artworks.
Interviews We interviewed with three MF employeers in their work
setting, and fifteen visitors in the lobby area.
exploratory research
6. Observations • People returning to the first floor in 15 minutes average
• Wayfinding problem
• Some people not noticing the Pleiades room
• Darkness encourages conversation but some awkwardness as well
• People are eager to talk about their experience
• Cafe, lobby, and other public areas not much utilized
• The darkness of the 2nd floor intimidating
• Forgetting some of the instructions from the reception
• Lack of understanding about the whole system
exploratory research
7. Interviews • Gap between MF mission and public perception
• Lack of expectation or mismatching between expectation and experience
• Negative perception about artworks in installation
• Wayfinding problem and different responses about the darkness of 2nd floor
• People don’t read instruction on the 2nd floor map.
• Scale and direction problems with map
• The moment of dissapointment “Is this all?”
• Word-of-mouth being critical
exploratory research
10. Participatory • Entrance: Problem guiding the visitors from parking place
experience
mapping • 2nd floor: controversial response about the darkness, flow problem
• Flow problem in the 2nd floor
• Basement and public areas not being utilized
• Not knowing they can touch the artworks
Surveys • Little connection between expectations and satisfaction. Tend to be no expectation
• Wayfinding problem in the 2nd floor
• Negative perception about artworks in installation
• Word-of-mouth being critical
exploratory research
11. Visitors User Discovery Traveling to MF Arrving the building Entering the building Entering the exhibition Experiencing the exhibition
journey Actions recognizing
MF
finding
MF location
& travel info
wayfinding parking finding
entrance
being
informed
making
payment
waiting for
elevator
taking
elevator
being
informed
in elevator
deciding
which floor
entering
2nd floor
reading
the map
instruction
exploring exploring visiting entering seeing
the neighbor garden Tom’s 3rd floor installation
in progress
entering locating
L floor restroom
Physical magazine information street signs outside signs, visitor’s sticker exhibit info map on
the wall
Interface
from other maps signs statement, guide, in floors
museum cafe menu map & buildings
word-of- website web-search phamplets, lobby on lounge,
mouth printed construction table
materials
stairway informaion
in elevator
Front stage personnel front desk
personnel’s
Communication guidance,
greeting
synthesis
12. Visitors Experiencing the exhibition leave-taking exiting making connection
being
informed
in elevator
journey
deciding
which floor
entering
2nd floor
reading
the map
instruction
wayfinding interacting
with
waiting discussion experiecing
darkness
entering
1st floor
entering
museum
shop
eye-
shopping,
purchasing
askiing
question
watching
video
entering
cafe
moving to
next
building
spreading
the word
the ehibit
entering seeing being putting interacting discussion seeing entering eating, asking discussion, reading revisit
3rd floor installation informed shoe cover with the museum drinking, questions socializing books
in progress about shoe the ehibit scenery cafe resting
entering locating using looking discussion finding front desk
seeing picking up asking
L floor restroom restroom around stairway
installation materials questions
in progress
exhibit info map on touch, running door signs MF logo, monitor
in floors the wall sound to exit products
& buildings
map & sign shoe cover, cards window door signs tables, chairs sofa, books map phamplets,
on the wall chair with info coffee, meal, big table printed
on exhibits menu on wall materials
informaion sign map
in elevator on door
cafe, shop, front desk
front desk personnel’s
personnels explanation
synthesis
13. Core • How to communicate MF vision so that people will have positive expectation and
problems richier subjective experience
• How to design wayfinding system without interrupting the exploratory nature of
MF experience
• How can we change the negative perception about ongoing artwork so that visitors
will not see it as “under-construction,” “empty,” or “out-of-order,” but see it as
another piece of art that their presence participate in its growth?
• How to make connection afterward so that the visitors will participate in spreading
word-of-mouth and come back again?
synthesis
14. 2 solutions • Particiption: ongoing conversation
• Communication : delivering the MF vision
our concepts
15. Concept 1: • MF vision: collective conversation through tags and frames
participation
• Wayfinding: visitors’ self-discovery with portable maps and brochures
• Changing perception about ongoing artwork: interactive map of artists’ work process
• Making connection afterward: coupons and discounts to encourage revisit
Concept 2: • MF vision: mission statement on the stairway and reception
communication
• Wayfinding: direct guidance with maps and signs in each floor and elevator
• Changing perception about ongoing artwork: entrance sticker of support
• Making connection afterward: postcards about update on artists’ work process
our concepts
16. Concept 1: • MF vision: collective conversation through tags and frames
participation
• Wayfinding: visitors’ self-discovery with portable maps and brochures
• Changing perception about ongoing artwork: interactive map of artists’ work process
• Making connection afterward: coupons and discounts to encourage revisit
Concept 2: • MF vision: mission statement on the stairway and reception
communication
• Wayfinding: direct guidance with maps and signs in each floor and elevator
• Changing perception about ongoing artwork: entrance sticker of support
• Making connection afterward: postcards about update on artists’ work process
our concepts
18. Front Back: instruction
1 a
Participatory MEMBER?
tags & frames
a
Place this sticker on you so that our
staff knows that you have paid for
MEMBER? admissions.
2
Tell us where you are from by putting
the dot on the world map located on
the first floor.
3
My favorite was ...
My favorite was ...
I think
I think
See the back of this
fold to find out how to Leave us a little comment using the
use these stickers. back of your admissions ticket. Then
tie the tag to a MF wireframe.
concept1/participation
19. Brochure set S M T W T F S S M T W T F S
1-5
HOURS 10-5 1-5 10-5
Tuesday - Saturday :10AM - 5PM
Sunday : 1PM - 5PM
Closed Mondays, New Year’s Day,
Easter, Memorial Day, Independence
1
Day, Thanksgiving and Christmas Place this sticker
ADMISSION on you so that our staff
ADULTS | $10.00 1414 GALLERY knows that you have
STUDENTS | $7.00
at 1414 Monterey Street paid for admissions.
Seniors | $8.00
Kids under 6 are FREE every day
Members FREE
Thursdays 1/ 2 off (with the Jacksonia Street
3
exception of group tours) Museum parking lot at
CMU students get in FREE all year 505 Jacksonia Street
PITT students get in FREE during MAIN BUILDING
500 Sampsonia Way
Fall/Spring semester Gallery at 500 Sampsonia Way,
Cafe, & Shop
2 The Tom Museum at 500 Sampsonia Way
Pittsburgh, PA 15212PARKING Tell us410 Sampsonia Way
where you are from Pittsburgh, PA 15212
(412) 231-3169 Parking for buses and cars is by putting the dot on the (412) 231-3169
2
Mattress.org free in our parking lot located at Mattress.org
4 world5map 6 located on the Poem
House
505 Jacksonia Street. first floor.
ACCESSIBILITY Sampsonia Way
The Mattress Factory’s
Monterey Street
facilities at 500 Sampsonia Gallery at 516 Sampsonia Way
WayThe Mattress Factory is
are wheelchair accessible. The Mattress Factory is
The a museum of contemporary art
wheelchair accessible
entrance exhibits room-sized works
3 a museum of contemporary art
that is located North Taylor Avenue that exhibits room-sized works
off of the parking lot at 505
called installations. Created Leave us a little called installations. Created
See the back of this Jacksonia Street. comment using the back
Resaca Place
on site by artists from across on site by artists from across
fold to find out how to use the country and around the of your admissions the country and around the
these stickers. world, our unique exhibitions ticket. Then tie the tag to world, our unique exhibitions
feature a variety of media a MF wireframe. feature a variety of media
that engage all of the senses. that engage all of the senses.
Mattress Factory Apartments
for In-Residence Artists a
MEMBER?
BIRTHDAY:
ZIPCODE:
NAME:
EMAIL:
concept1/participation
20. Brochure set
HOURS
Tuesday - Saturday :10AM - 5PM exit
1F 2F
Sunday : 1PM - 5PM
entrance
Closed Mondays, New Year’s Day,
Easter, Memorial Day, Independence
1
Day, Thanksgiving and Christmas Place this sticker
a ADMISSION on you so that our staff
ADULTS | $10.00 knows that you have
STUDENTS | $7.00 paid for admissions.
info desk MEMBER? Seniors | $8.00 elevator
Kids under 6 are FREE every day
Members FREE
Thursdays 1/ 2 off (with the
PERMANENT James Turrell
exception of group tours)
cafe shop
INSTALLATIONS Catso, Red
CMU students get in FREE all year
elevator Pleiades
PITT students get in FREE during
Danaë
Fall/Spring semester 2
MF SHOP Unique gifts, exhibition catalogues, books for PARKING Tell us where you are from
children and adults, and much more. Open the Parking for buses and cars is by putting the dot on the
same hours as the Museum. free in our parking lot located at world map located on the
House Poem
505 Jacksonia Street. first floor.
3F
MF CAFE The MF Café, located in the lobby of 500 Sampsonia ACCESSIBILITY
exit
Way, offers delicious soups, salads, specialty The Mattress Factory’s shoe changing area
entrees, pizzas and sandwiches from M Catering, facilities at 500 Sampsonia
along with unique desserts from Vanilla Pastry Studio. Way are wheelchair accessible.
The MF Café is smoke free and features an outdoor
dining patio and free wireless internet. The MF Café
The wheelchair accessible
entrance is located
3
is open Thursday and Friday, 11AM-3PM and Saturday, off of the parking lot at 505 Leave us a little
11AM-4PM. See the back of this Jacksonia Street. comment using the back
Museum admission is not required to dine fold to find out how to use of your admissions
these stickers. ticket. Then tie the tag to
elevator
a MF wireframe.
LL
restroom
exit PERMANENT Yayoi Kusama
INSTALLATIONS Infinity Dots Mirrored Room
Repetitive Vision
1 0 %
4F our next check
exit
restroom restroom restroom elevator
SA V E
on y
PERMANENT Rolf Julius
INSTALLATIONS RED
BIRTHDAY:
elevator
ZIPCODE:
NAME:
EMAIL:
concept1/participation
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