Case Study: Eesti Loodusmuuseum creates a more welcoming, accessible museum experience with Velvet

Eesti co-creates a future museum experience with Velvet in 3 languages

The customer, Eesti Loodusmuuseum (Estonian Museum of Natural History), faced the challenge of redefining its role and designing new services for its upcoming move to a much larger building. To create a more welcoming and accessible experience, the museum partnered with the vendor Velvet to employ a human-centered service design approach to understand their visitors' needs and expectations.

Velvet implemented a solution centered on extensive user research, including surveys, interviews, and focus groups, followed by co-design workshops with the museum's team. This process resulted in a comprehensive experience concept built around guiding principles of being educational yet fun, supporting visitors beyond a single visit, and being accessible for all. The results were transformative; the client embedded service design principles into their ongoing development and immediately applied the new personas and methodologies to co-create an upcoming exhibition, fundamentally changing their approach to challenging old norms and creating visitor-centric services.

Eesti