Igniting Customer Curiosity through Participatory Design

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A 4-hour workshop created by Nina Simon for the Risk and Reward conference in Telluride on Sept 10, 2012. This workshop leads participants through developing meaningful relationships with visitors/customers based on personal profiles and social object connections.

Igniting Customer Curiosity through Participatory Design

  1. 1. CUSTOMERCURIOSITY
  2. 2. HTTP://BIT.LY/RCURIOUS@NINAKSIMONNINA@MUSEUMTWO.COM
  3. 3. where i live
  4. 4. what i dothis is your
  5. 5. what i didbalboa park online collaborativeboston children’s museumcalgary science centerchabot space science centerchicago history museumdenver art museumexperience music projectgirls math and science partnershipinternational spy museummonterey bay aquariummuseu picassooakland museumqueensland state librarySFMOMAsmithsonian museum of natural historystatens museum for kunst
  6. 6. what i focus onAuthority is content provider Authority is platform provider
  7. 7. what makes you curious? AGENDApersonalize asking the right questions creating meaningful profilessocialize designing social experiences
  8. 8. what makes you curious? AGENDApersonalize asking the right questions creating meaningful profilessocialize designing social experiences
  9. 9. WHAT MAKESYOU CURIOUS?
  10. 10. what makes you curious? AGENDApersonalize asking the right questions creating meaningful profilessocialize designing social experiences
  11. 11. LET’S GETPERSONAL
  12. 12. less like this more like this Photo by cybertoad on Flickr
  13. 13. ?HOW DO YOU DESIGN THIS?
  14. 14. WHERE WERE YOU LAST NIGHT?
  15. 15. PHOTO BY NATHANINSANDIEGO, FLICKR (HTTP://WWW.FLICKR.COM/PHOTOS/NATHANINSANDIEGO/3455796359/)
  16. 16. WHAT IS NANOTECHNOLOGY?
  17. 17. LESSON 1:MAKE SURE YOU CARE ABOUTTHE ANSWER. TO YOUR QUESTION.
  18. 18. Write down a question for which you have a genuine interest inknowing other peoples’ answers. Really.
  19. 19. LESSON 2:MAKE THE QUESTION PERSONAL.
  20. 20. NATIONAL CONSTITUTION CENTER
  21. 21. From “Accessing and Incorporating Visitors’ Entrance Narratives in Guided Museum Tours,” Curator 52
  22. 22. First three minutes spent discussing visitors’ previous experiences with trees. Discussion lightly woven into tour. First three minutes spent chatting in a friendly way before the tour begins.From “Accessing and Incorporating Visitors’ Entrance Narratives in Guided Museum Tours,” Curator 52
  23. 23. From “Accessing and Incorporating Visitors’ Entrance Narratives in Guided Museum Tours,” Curator 52
  24. 24. higher engagement better experience more content retentionFrom “Accessing and Incorporating Visitors’ Entrance Narratives in Guided Museum Tours,” Curator 52
  25. 25. higher engagement better experience more content retention similar to control groupFrom “Accessing and Incorporating Visitors’ Entrance Narratives in Guided Museum Tours,” Curator 52
  26. 26. LESSON 3:ASK SPECULATIVE QUESTIONS.
  27. 27. FRAMES EXPERIENCESPECULATIVE WOULD YOU GO TO MARS? PERSONAL
  28. 28. What do you really want to know about your customers?What one piece of informationwould allow you to better ignite their curiosity?
  29. 29. Photo by Jessie Cutts on Flickr
  30. 30. constrained profiles
  31. 31. aspirational profiles Ro ck Pu nk
  32. 32. Build a profile for your customers.Create a functional prototype.Consider: How will you motivate people to participate? What will you do with their profile information? What can people do with their profiles?
  33. 33. what makes you curious? BREAKpersonalize asking the right questions creating meaningful profilessocialize designing social experiences
  34. 34. GOINGSOCIAL
  35. 35. what’s a social object? “social networks consist of people who are connected by a shared object” - Jyri Engeström, 2005 flickr
  36. 36. photo by DG Jones on Flickr
  37. 37. Science Museum of Minnesota Photo by Terry Gydesen
  38. 38. photo by mattwi1s0n on Flickr
  39. 39. I’ve never had a gay friend. It was unbelievablyexciting to find myself facing him with his body,opinions and identity. It seems he was not verydifferent from me and especially he was not analien. From now on, I will not disrupt mycommunication with the gays, I will enhance it. - Reader in Istanbul, 2007
  40. 40. what are the social objects in your world?
  41. 41. assignment: social object huntFind an object or place that can serve as a connector among different people.
  42. 42. how can we make our spaces more social?
  43. 43. selecting Smithsonian American Art Museum
  44. 44. being creative Powerhouse Museum
  45. 45. sharing memories Denver Art Museum
  46. 46. sharing memories
  47. 47. sharing memories
  48. 48. sharing experiences Chicago Children’s Museum
  49. 49. make it sociableFind an object, place, or experiencethat can serve as a connector amongdifferent people. Develop strategies forhow people can share that experience.
  50. 50. KEEP IN TOUCHNINA@MUSEUMTWO.COM @NINAKSIMON

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