Details

OVERVIEW
The Mattress Factory is a museum of contemporary art located in Pittsburgh, PA. Not a typical museum, each piece of art is actually a room-sized environment created by in-residence artists. The goal of this project was to explore the service experience for visitors who come to this one-of-a-kind museum.

APPROACH
We aimed to gain an understanding and holistic perspective of the current service experienced at the Mattress Factory in order to initiate improvements. We began with a discovery of the environment, customers, stakeholders, company, and the current market. We then synthesized our findings to draw out implications that guided our concept creation and experience prototyping. Through progressive refinement, we proposed a service innovation that could help redefine how one experiences art at the Mattress Factory.

SOLUTION
(solution coming soon...)

METHODS
Bodystorming
Interviewing
Process Mapping
Moment Concepts
Customer Topology
Experience Prototyping