Boutique digital consultancy Frankly, Green + Webb gave me my first real job in museums, and I learned an extraordinary amount from working with them for clients including the Victoria and Albert Museum, the Science Museum, the Imperial War Museum, and the Natural History Museum of Utah.

This project with the Van Gogh Museum was all about service design, and aimed at increasing take up of the Museum’s audio guide. Through extensive on-site observations, qualitative interviews and a mass survey, we built a rich picture of visitors’ behaviours, and of what they were and were not getting from their time in the Museum.

Understanding the barriers visitors faced to deeper engagement allowed us to present a series of recommendations for improving the audio guide and presenting it more clearly as an offer to visitors.