Process |
The first step that visitors will encounter after entering the Whitney is the security stop for checking visitors' bags. One route design makes the process streamlined; visitors won't feel confused about which way to go. It also ensures that every visitor will be checked before heading into the museum. At this stage, the service mostly relies on people. There are no indicators with text saying "bag check," but by seeing a long table and staff holding flashlights, most visitors with some experience of visiting museums will understand what to do in this process.

📌 Painpoint |
However, not all visitors' bags will be checked. When staff are chatting with each other and not focusing on visitors passing by, without any indication of a rule, visitors may feel confused about whether they can skip the bag check or not.

🪄 Ingredients that Make the Experience Better |
- Clear indicators should show the rule of bag check, such as the size of the bag that will be checked.
- Eye contact, words, or hand gestures should indicate if a visitor should stop for a security check or not.

Process |
After passing through the security stop, visitors enter an open space with a ticket buying counter, gift shop, and an area with sofas. It's not difficult to locate where to buy tickets. There are two queues with indicators showing "membership" and "ticketing," making it easy to understand which one to line up for based on visitors' qualifications. Eye contact and "NEXT" announcements from staff provide hints for visitors to know which counters to approach. When it's their turn, visitor can view the price list on a small screen in front of the counter, and then the staff will ask how many tickets and the type of tickets they want. Simply presenting visitors ID if they need special price of ticket. Paper brochures are also available at the counter.

📌 Painpoint |
However, there is no price list displayed while visitors are still in line. This lack of information may cause confusion and anxiety when visitors cannot access ticket information until it's their turn.

🪄 Ingredients that Make the Experience Better |
- Clear price lists should be visible when visitors are lining up.

Process |
After acquiring tickets and brochures, visitors are provided with a floor introduction and a QR code for access to the museum website. Three elevators, situated near the ticket counter, are staffed by individuals equipped with scanning machines for ticket validation. Upon receiving permission to enter, the floor plan assists visitors in determining which floor to visit first. Inside the elevator, a screen on the wall displays the floor plan using the same layout design as the paper brochure, ensuring consistency and minimizing the need for visitors to adapt to new information displays.

📌 Painpoint |
However, the text describing the purpose of the QR code is small. If people do not examine it carefully, they may not understand the QR code's function or ignore it.

🪄 Ingredients that Make the Experience Better |
- Provide a more obvious explanation of what the QR code is for, ensuring that visitors can easily understand its purpose.

Process |
Right after exiting the elevator, visitors encounter multiple entrances leading to the exhibition area. Without directional indicators, visitors often gravitate towards the most visually appealing artwork.

📌 Painpoint |
The absence of clear directional signage and a lack of room location maps make it challenging for visitors to navigate smoothly. The only signage on the walls displays names without conveying their significance. Additionally, it's difficult to discern whether Whitney organized the artworks based on chronological order or painting style.

🪄 Ingredients that Make the Experience Better |
- Clear directional indicators should be provided.
- Assistance for visitors to locate their position, such as floor maps, room numbers, or arrows on the walls, should be available.

Process |
Next to each artwork, an introduction plaque can be found containing several elements, including an icon with a number, the location of the frame, and a brief description. By scanning the QR code on the ticket, visitors can be directed to the Whitney website. Entering the number on the artwork introduction card into the app provides users with a detailed description and audio feature to enhance their understanding of the specific artwork.

📌 Painpoint |
However, the introduction plaque only displays an icon with a number. Initially, it may be challenging for visitors to understand its meaning and where to input the number.

🪄 Ingredients that Make the Experience Better |
- Include clear instructions for the online introduction feature, such as adding text to explain the feature or placing a QR code on the plaque to facilitate easier access to the website.

Process |
Before embarking on your journey to explore the artworks, you have the option to check your coats on the basement floor. The coat checking process is smooth and streamlined, involving only three simple steps: handing your coat to the staff, receiving a number card, and reclaiming your coat by returning the number card. This experience is so effortless that you don't even need to say anything. The spatial configuration on the basement floor is also a great experience for visitors. Considering that people might need an area to tidy up their outfits, there are chairs and restrooms next to the coat check area.

📌 Painpoint |
However, the moving line at the coat check can be a bit confusing. Workers have to continuously call out "NEXT" to prompt people to step forward. In crowded conditions, individuals might struggle to discern the correct path to follow.

🪄 Ingredients that Make the Experience Better |
- Make the moving line clear and provide clear indicators of where to exit. This could involve implementing barriers or signage to guide visitors in the right direction and reduce confusion during peak times.