Illustrative engagement. A representative scenario showing how we approach this kind of work in culture & heritage. It does not describe a specific client; outcomes are described qualitatively.
Industry overview
What is shaping culture & heritage
Museums, festivals and heritage sites need to understand visitors, build new audiences and show the value of their work to funders and communities.
- Funders expect evidence of impact
- New audiences need different programming
- Heritage tourism depends on visitor experience
Client background
A private heritage museum, working in Kolkata. This is an illustrative engagement: a representative scenario showing how we approach this kind of work, not a named client project.
- Organisation
- A private heritage museum
- Sector
- Culture & heritage
- Team engaged
- IT & Development
- Services
- Website development, E-commerce development, UI/UX design
Client challenge
Visitors queued for tickets on arrival, and many international tourists could not find opening hours online.
Research objectives
- Deliver on the brief: online booking for a heritage museum.
- Define requirements and success criteria the solution would be tested against.
- Deliver a reliable, secure solution the team can run and extend.
Target audience
Scope: New website.
Audiences we typically reach in culture & heritage
VisitorsNon-visitors and new audiencesLocal communitiesArtists and performersFunders and partners
Geographic coverage
Coverage: Kolkata. Market: India.
- India
Research methodology
An iterative delivery approach: discovery, design, build and test in short cycles, with the client reviewing each step.
- 1Brief
- 2Booking flow
- 3Multilingual site
- 4Insight
We built a multilingual site with timed-entry booking, digital tickets and clear visitor information.
Website developmentE-commerce developmentUI/UX design
Sampling strategy
- Users and stakeholders from every affected team took part in discovery workshops and acceptance testing.
Data collection
- Requirements were gathered through workshops, process walk-throughs and a review of existing systems and data.
Data quality & validation
- Peer code review on every change
- Automated and manual testing
- User-acceptance testing with the client
- Release checklist and rollback plan
Data analysis
- Usage and performance monitoring after launch
- Defect and support-ticket trends
- Process time before and after
Key findings
- Clear basic information is the first visitor service.
Recommendations
- Build on the core insight: clear basic information is the first visitor service.
- Track adoption and support tickets, and plan the next release from real usage.
Business impact
- Queues shortened at peak times, and the museum could plan staffing around bookings.
Impact is described qualitatively.
Deliverables & next steps
- Deployed solution with documentation and handover
- Support and maintenance plan
- Repeat the measure after changes are in place to track progress.
- A natural follow-on question: who visits, and who doesn't?