Presentation I gave at Web Directions Design 2018 in Melbourne http://webdirections.org/design/speakers/lucie-paterson.php #design18 @webdirections

1. Evolving an
organisation's culture
through design
@luciepaterson
Product manager, ACMI

5. ACMI is the national
museum of film, tv, video
games, digital culture and
art

6. 3 galleries
2 cinemas
2 production/education studios
Cafe & bar
Shop
1.4m annual visitors 2014-2015

8. 2015
new CEO + new Executive Team
2019
new museum

9. “ … in this rapidly evolving sector ACMI must
become an organisation that is constantly
evolving itself. We must build an internal
culture that is resilient and risk taking, active
and accountable to ensure we remain relevant
to our visitors and communities … stay ahead
of the curve in content, process and delivery.”
Katrina Sedgwick, Director CEO

10. Seb Chan
Chief Experience Officer
Me
Product Manager
Andy Serong
Developer
Shelley Matulick
Content Producer

11. museum privileging artists and auteurs over visitors

12. the moving image is in eveyone’s pockets now

13. art is moving from content to experience

14. Not enough holistic, cross-
team collaboration and
problem solving

15. Low brand recognition
48% ‘unintentional’ visitors

16. Low appetite for risk –
people not comfortable with
experimentation and failure

17. Matching the pace of
internal change to the pace
of external change is hard

18. Lacking in transparency –
communications, information +
decision making

19. Current 'design' team is
strictly graphic and motion
graphics, not UX design

20. The change we need to make
is ongoing and it’s never
going to be finished

21. “There’s no silver bullet or magic wand for
big transformation. But there is design. As
designers, we break down large-scale change
into a series of discrete but interconnected
acts that together, over time, lead up to
new behaviors and opportunities.”
Diana Rhoten,, IDEO

22. Museums are an exciting
space to test and experiment
The value exchange is ‘time
for experience’

24. Terror Nullius by Soda_Jerk
trailer
https://youtu.be/kE-ycxu_-Oo

32. Wonderland trailer
https://youtu.be/
E2jPNX9MZK8

35. prototyping + usability testing with visitors

36. working across teams on the entire visitor journey

37. apply the same UX design when designing systems + processes

38. open plan systems

39. Visitors love to help us improve our products
+ services
Empathy and patience with staff goes a long
way
Change is hard, slow and it’s never finished
But UX design is an excellent way to help
make this transformation happen

40. spread UX design thinking to other parts of the museum

41. build up internal skills around UX design

42. get cracking on the brand new ACMI!

43. Thank you
@luciepaterson
Product manager
acmi.net.au | labs.acmi.net.au