박물관과 관람객의 상호 소통 증진을 위한 서비스 디자인

Background : Over the last ten years, many museums in Korea have been established for the purpose of increasing the public"s enjoyment of art culture. Given the lack of systematic investment and management quality, however, the museums have generally failed to meet the expectations of the general public. A critical area of weakness has been the interface with museum visitors, as exhibits often have insufficient interpretation and multi-media support. In this study, we investigate the current status of exhibition communication media and make recommendations for enhanced interactive communication between museums and visitors. Methods : We investigate whether museums and their visitors efficiently communicate at three different points (before, during and after their visit) through service design methods. We examined communication media including brochures, docent guides, explanation-devices (PDA), cyber museums, web-sites, and smart-phone applications, and evaluated the efficacy of communications on the basis of previous academic investigations and the museum-visit. After in-depth interviews with target visitors and curators, we analyzed the key requirements of each group for communication and exhibition-satisfaction and made a recommendation through a developed service blueprint. Results : We propose recommendations focusing on a mutual communication approach, in which the interaction between museums and visitors can be doubled not only by providers" one-sided offer, but by visitors" active participation. The recommendation includes distinguished information-providing smart-phone applications emphasizing beneficial services to users and time and space-saving advantages, websites with activated and specialized academic and communication functions, and tailor-made docent guides combined with multimedia according to participants" ages and preferences. Especially, we suggested concrete images of smart-phone applications by producing a conceptual prototype according to the UX design process. Conclusion : We expect that effective communication and interaction throughout the museum visit process without spatial and time limitations can augment visitors" satisfaction. This will be affected by not only the conventional service provided, but also because of how invisible service is designed by Internet-based information systems. We believe that service design integrating several stakeholders" requirements will drive a gradual increase in the quality of museum service, and ultimately contribute to the general public"s enjoyment of Korean art culture.