— PROJECT NAME

Met Kiosks

— INDIVIDUAL ROLE

Usability Evaluation

Low-fi Wireframes

Report Writing

— DATE

12/2017

— TEAM

Alexandra Jacinto

Christian Escala

Wenjun Dai

Hanyu Zhang

Enhancing User Experience for a Global Audience

In collaboration with The Met Museum's UX Department, our team from Pratt Institute conducted an in-depth usability assessment of the museum's ticketing kiosks. The objective was to identify and address usability challenges to enhance the overall visitor experience, particularly for the museum's diverse international audience.

My Roles and Contributions

At The Met Museum, we conducted on-site usability tests to observe how visitors interacted with the ticketing kiosks, gathering qualitative data on user behaviors, challenges, and feedback during the purchasing process. By analyzing the test results, we identified key usability pain points and synthesized these findings into targeted recommendations.

To support our insights, we created low-fidelity wireframes that illustrated proposed design improvements and compiled a detailed report with actionable suggestions for the museum’s UX Department to enhance the kiosk experience.

Language Inclusivity

The kiosks operated exclusively in English, posing challenges for non-English-speaking visitors. The Met then incorporate additional language options to accommodate the 37% of international visitors, thereby enhancing accessibility and inclusivity.

Membership Enrollment Process

Users experienced confusion when the "Join" button led directly to a zip code entry page without prior information on membership benefits. Our recommendation was to reorder the sequence to present membership details and benefits before requesting personal information, aligning with user expectations and reducing hesitation.

Redemption Notification Visibility

Users frequently missed the CityPASS redemption confirmation because it was tucked away in the top-right corner of the screen and not easily noticeable. To address this, we collaborated with designers to create a more prominent notification placed centrally on the screen, making it clear when a pass was successfully redeemed and ensuring users received the confirmation they needed.

The usability evaluation provided The Met Museum's UX Department with actionable insights into the ticketing kiosks' user experience. The proposed design enhancements aimed to create a more intuitive and accessible interface, catering to the museum's diverse visitor base and improving overall satisfaction.