2008 The Mattress Factory Service Redesign ProjectCarnegir Mellon School of Design | Advisor: Professor Shelley EvensonMis...
MF vision   The Mattress Factory is a museum of contemporary            art that presents art you can get into — room-size...
Previousprojects           review
Art you can    • Encourage visitors to return & spread words    get into                                                  ...
Observations   We conducted three observations, one time experiencing               the MF by ourselves as visitors, and a...
Observations   • People returning to the first floor in 15 minutes average               • Wayfinding problem             ...
Interviews   • Gap between MF mission and public perception             • Lack of expectation or mismatching between expec...
Participatory experience    mapping                exploratory research
Surveys          exploratory research
Participatory   • Entrance: Problem guiding the visitors from parking place experience    mapping     • 2nd floor: controv...
Visitors   User        Discovery       Traveling to MF                       Arrving the building                  Enterin...
Visitors  Experiencing   the exhibition                                                                         leave-taki...
Core   • How to communicate MF vision so that people will have positive expectation andproblems     richier subjective exp...
2 solutions   • Particiption: ongoing conversation              • Communication : delivering the MF vision                ...
Concept 1:    • MF vision: collective conversation through tags and frames  participation                  • Wayfinding: v...
Concept 1:    • MF vision: collective conversation through tags and frames  participation                  • Wayfinding: v...
Redesignblueprint            concept1/participation
Front                      Back: instruction                                                                              ...
Brochure set                                              S M T W T                    F S                                ...
Brochure set                                                                                                              ...
Brochure set               concept1/participation
Brochure set               concept1/participation
Brochure set               concept1/participation
Wireframes             concept1/participation
Participatory         map                concept1/participation
Participatory         map                concept1/participation
Participatory         map                concept1/participation
tree                                                                                                                      ...
Conversation        tree
Conversation        tree
Redesignblueprint            concept2/communication
Signs forentrance            A MUSEUM OF            A RT YO U C A N            G E T I N TO                           conc...
Signs forentrance   OFFICES   GALLERIES               concept2/communication
Missionstatement(stairway)             concept2/communication
Missionstatement(stairway)             concept2/communication
Missionstatement    (door)             concept2/communication
Missionstatement    (door)             concept2/communication
Missionstatement    (door)             concept2/communication
Missionstatement    (door)             concept2/communication
Missionstatement    (door)             concept2/communication
Missionstatement    (door)             concept2/communication
Missionstatement    (door)             concept2/communication
Signs forelevator            concept2/communication
Signs forelevator            concept2/communication
Signs foreach floor             concept2/communication
Signs foreach floor             concept2/communication
Maps for2F, 3F & L             concept2/communication
Maps for2F, 3F & L             concept2/communication
Postcardsof update            concept2/communication
Thank you :)   Questions?                            thanks!
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  1. 1. 2008 The Mattress Factory Service Redesign ProjectCarnegir Mellon School of Design | Advisor: Professor Shelley EvensonMiso Kim, Natalie Ebenreuter, Carrie Chan, Leanne Libert, Renna Alyassini, Zhen Zheng, Li Yen Huang
  2. 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
  3. 3. Previousprojects review
  4. 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 identityplayground redesign for artists’ voice • Create consistent voice • Support communication channel suggestions & hypothesis
  5. 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. 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. 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
  8. 8. Participatory experience mapping exploratory research
  9. 9. Surveys exploratory research
  10. 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. 11. Visitors User Discovery Traveling to MF Arrving the building Entering the building Entering the exhibition Experiencing the exhibitionjourney 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. 12. Visitors Experiencing the exhibition leave-taking exiting making connectionbeinginformedin 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 progressexhibit info map on touch, running door signs MF logo, monitorin 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. 13. Core • How to communicate MF vision so that people will have positive expectation andproblems 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. 14. 2 solutions • Particiption: ongoing conversation • Communication : delivering the MF vision our concepts
  15. 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 receptioncommunication • 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. 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 receptioncommunication • 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
  17. 17. Redesignblueprint concept1/participation
  18. 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. 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. 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
  21. 21. Brochure set concept1/participation
  22. 22. Brochure set concept1/participation
  23. 23. Brochure set concept1/participation
  24. 24. Wireframes concept1/participation
  25. 25. Participatory map concept1/participation
  26. 26. Participatory map concept1/participation
  27. 27. Participatory map concept1/participation
  28. 28. tree Conversation Lor em ips um do Lo lor re sit m ips am um et, do co lor nse sit cte am tur et, co ad ns ipis ec tet icin ur g ad ipis icin g smod sed do eiu ing elit, r adipisic nsectetu lor sit amet, co Lorem ipsum do Lore m ip sum dolo r sit ame t, co nse I think ... ctetu r ad ipis icin g eli t, se d do eius mod Lo rem ips um do lor Lor sit em am ips et, co um ns ec dolo tet ur r sit ad ipi am sic et, ing eli t, s ed do eiu sm odconcept1/participation
  29. 29. Conversation tree
  30. 30. Conversation tree
  31. 31. Redesignblueprint concept2/communication
  32. 32. Signs forentrance A MUSEUM OF A RT YO U C A N G E T I N TO concept2/communication
  33. 33. Signs forentrance OFFICES GALLERIES concept2/communication
  34. 34. Missionstatement(stairway) concept2/communication
  35. 35. Missionstatement(stairway) concept2/communication
  36. 36. Missionstatement (door) concept2/communication
  37. 37. Missionstatement (door) concept2/communication
  38. 38. Missionstatement (door) concept2/communication
  39. 39. Missionstatement (door) concept2/communication
  40. 40. Missionstatement (door) concept2/communication
  41. 41. Missionstatement (door) concept2/communication
  42. 42. Missionstatement (door) concept2/communication
  43. 43. Signs forelevator concept2/communication
  44. 44. Signs forelevator concept2/communication
  45. 45. Signs foreach floor concept2/communication
  46. 46. Signs foreach floor concept2/communication
  47. 47. Maps for2F, 3F & L concept2/communication
  48. 48. Maps for2F, 3F & L concept2/communication
  49. 49. Postcardsof update concept2/communication
  50. 50. Thank you :) Questions? thanks!

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