Last Friday, we had the final presentations of the workshop in collaboration with Villa Necchi Campiglio. Students worked for a week on redefining and redesigning the visitors’ experience at the Villa, focusing on the touchpoints available in the reception area, as briefed by FAI (Fondo per l’Ambiente Italiano), the National Trust of Italy.
After a structured investigation involving desk research, stakeholders and users interviews, shadowing, and observation, the five teams analyzed the research data and pointed out meaningful insights and service ideas. Starting with a focus on the crucial touchpoint of the bookshop and reception area, the projects presented by the five teams involved solutions aimed at redesigning the user experience and navigation around the Villa. Someone focused on a solution aimed at making the visitors more autonomous, through an improvement of the information visibility and availability, and a self-ticketing process. Someone investigated the possibility to create an integrated journey by improving digital functionalities to hybridize the online experience with the offline one. Another important aspect that emerged during the presentations is the importance of the feedback system, wondering how to involve the visitors and gather their points of view. Other ideas involved also a spacial redesign of the reception area, as well as the touchpoints redesign and relocation around the Villa.
It has been great to have the chance to visit the Villa, to firsthand experience the journey, and interview stakeholders and visitors. We’d like to thank again FAI and Villa Necchi Campiglio for the opportunity, and all our students for their efforts and passion for facing the user research workshop.
