Learnings and tools for customer experience design
ExperienceFellow

Experience design project with ExperienceFellow

25. January 2017

Experience design project with ExperienceFellow

Mobile ethnography research can also be used as a tool for winning over new customers as shown by the Royal Ontario Museum.

The team of the Royal Ontario Museum aims to gain younger customers. With ExperienceFellow information on what millennials liked about ROM could be gathered as well as which improvements could be made.

The Royal Ontario Museum invited over 60 millennials to visit the museum and document their experience on their Smartphones with ExperienceFellow. They created touchpoints by commenting, taking pictures and creating emotional scores. With ExperienceFellow over 1000 data points could be collected.

These results can now be turned into new opportunities. With some small and bigger changes ROM might become a place where millennials like to spend their leisure time.

Furthermore Dr. Chris Gibbs used insights gathered with ExperienceFellow to re-design a course for schools. This course would be held in the Royal Ontario Museum and won the Ryerson University 2017 Provost’s Experiential Teaching Award.

The video shows how ExperienceFellow was used to research Customer Experience at Royal Ontario Museum (ROM).

Katharina takes care of marketing and communications at More than Metrics. With her background in business and psychology she loves both logical as well as empathic thinking.
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