Service Design
Nasjonalsmuseet
This project was given to us by the national museum in Oslo, where we were given the task to aid people with reduced visual abilities between the age of 20-25, and also how we could get them to enjoy going to museums in the future.
In this project we were able to throughly pinpoint the users needs and aims, as well as their fears going into their experience in a museum. Through several weeks with design sprints and a deep focus on the double diamond model we manage to end up with a low-fi prototype that would resemble new technology (in form of VR).
The video that is shown is how i thought we could design the prototype and how it would look inside VR.
Our value promise reads as follows:
“ We have an offer to experience museum exhibitions using VR. It especially helps the visually impaired/visually impaired who want to experience art in a better way by using VR to revolutionize the art experience, in contrast to today where the offer is a guided or audio-guided tour."
Value Promise
Phase 1&2
Understanding Needs Through Empathy and Patterns
In the early stages of the project, our goal was to truly understand the experience of visitors with visual impairments at the National Museum. We began by conducting interviews and gathering observations to build a foundation of real-world insight.
Using empathy maps, we captured how users think, feel, see, and act in a museum setting—highlighting frustrations, needs, and emotional triggers. This helped us step into their world and design from their perspective.
We then moved into affinity mapping, grouping together emerging themes, quotes, and pain points from our research. This gave us clarity on where the challenges and opportunities were—and helped us begin framing what kind of solution could offer real value.
Finally, we created an initial persona canvas—a representation of a user archetype that embodied common goals, fears, and needs. This canvas became a reference point throughout the project, helping the team stay grounded in user reality as we moved forward with ideation and prototyping.
Double Diamond
In this project, we have worked according to the Double Diamond model. On the right you can see which methods we have used and when in the process they have been used.
HIGHTLIGHTS
Designing with Empathy, Technology, and Inclusion in Mind
As part of a service design project at the National Museum in Oslo, our focus was on accessibility specifically, how people with reduced vision could experience art in a meaningful way. Instead of viewing disability as a limitation, we saw it as an opportunity to rethink how the museum could connect with its visitors.
Using VR technology, we prototyped an inclusive experience that allowed visually impaired guests to explore the museum space and its exhibitions through spatial sound, haptic cues, and guided storytelling. Our goal was not to recreate the visual but to translate the essence of the artwork into a multi-sensory journey.
This project reminded us that great design isn't just about solving practical problems it’s about creating dignity, inclusion, and access. And sometimes, that means letting technology disappear into the background so the human experience can come forward.
Phase 3&4
From Insight to Concepts
With a clearer understanding of our users, we moved into defining and visualizing their needs in more detail. In Phase 3, we developed a full persona profile based on earlier empathy mapping and interviews. “Britt Ludvigsen” became our guiding voice—a visually impaired museum guest who helped us keep user needs at the center of every decision.
Next, we used Crazy 8’s to rapidly explore ideas for how technology—especially VR—could enhance the museum experience for people like Britt. The goal here wasn’t perfection, but quantity and creative stretch. Each team member contributed quick, divergent sketches that challenged assumptions and revealed new opportunities.
In Phase 4, we transitioned into building user journey maps. These visualizations helped us trace the full experience—from entering the museum to interacting with the exhibit through assistive tech. By mapping both high and low points along this journey, we uncovered critical moments where design interventions could truly improve accessibility and independence.
Together, these steps helped shape a service concept grounded in empathy, tested through iteration, and designed to include—not exclude.
REFLECTIONS
Our recommendations to the National museum
We recommend that the new National Museum chooses to invest in innovative technology, in this case Virtual Reality art exhibitions. This is not only to interest and attract young people, as we saw when young boys became more interested in math through the use of VR (Adams, 2018), but also to adapt the art experience to different visual impairments to create an inclusive arena and experience. It is a fact that young people aged 18-25 are curious and interested in experiencing and learning new technology, and that much of young people's lives today involve technology. During this process, we have laid the groundwork for why Virtual Reality should be invested in.
Done correctly, this can give people a new art experience and a completely new perspective on art exhibitions. This will not only revolutionize traditional art through digitization, but will also give digital artists a whole new platform to share their works and develop their craft.
We recommend that the VR art should be used in a limited area inside the museum with qualified personnel. Personnel must have knowledge about vision and the correction of visual defects, as well as technical knowledge about running such an exhibition for many people. How many VR glasses and how much necessary technology is required must be assessed by the museum after a test period has ended.
We recommend marketing and introducing this service to all users but also have a big focus on introducing this as a platform for artists where they can create and present art in a revolutionary way. This can help newcomers in art to be seen and reach a large audience, as well as introduce a new group of artists who traditionally work digitally, who have not previously had the opportunity to utilize such an arena.
Pictures of the process
Utforsk Ola Ellevolds designportefølje som fokuserer på god UX-design. Oppdag fire spennende prosjekter som viser kreativitet og innovasjon. Velkommen til en verden av inspirerende design.
