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Kelvingrove Museum and Art Gallery - Service Analysis
In collaboration with Engine Service Design
Kelvingrove Art Gallery and Museum is the most visited museum in Scotland.
In July 2006 Kelvingrove reopened its doors to the public, after a three-year-long closure for major refurbishment work of the building that originally opened in 1901. The work cost around £28m, including
both repairs of the current building and extensions to accommodate the 8000 pieces that are now on display. A great deal of thought and effort was also invested in conception of the way in which the public used the new-improved museum service. The aims of the “Kelvingrove New Century
Project” included the improvement of the “emotional, intellectual, aesthetic and physical” access to the museum’s exhibits as well as regenerating the amenities provided to enhance “Kelvingrove’s role as a social space.”
In this project we were asked to analyse the service delivery of the museum to gauge whether the renovations had been a success. We used various techniques to visualise our findings such as persona, user journeys and relationship mapping.
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