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1Personalised Visitor Experiences - Names Conference - 25 October 2018
Personalised VisitorExperiences
Kiss the Frog - Bart van den Berg
2Personalised Visitor Experiences - Names Conference - 25 October 2018
Kiss the FrogInteractive Media / Creative Technology
We are an experienced team of designers and creative coders.
・ 25 people・ Designers・ Developers ・ Projectmanagers
We design and build interactive visitor experiences.
3Personalised Visitor Experiences - Names Conference - 25 October 2018
Our clients
Art, Culture & History Corporate ExperiencesScience & Technology
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Where can you find us?・ Main office:
Delft, the Netherlands
・ Sydney, Australia
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Visitor JourneyVisitor Journey
Connecting to your visitors.How technology can help you to
personalise a visit.
Personalised Visitor Experiences - Names Conference - 25 October 2018
6
Visitor JourneyVisitor Journey
Connecting to your visitors.How technology can help you to
personalise a visit.
Personalised Visitor Experiences - Names Conference - 25 October 2018
Why? What’s the purpose?
7Personalised Visitor Experiences - Names Conference - 25 October 2018
Your goalTo ‘touch’ a visitor by creating a personal connection between your stories and the visitor
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DiversityBut not every visitor is the same. Think about their:
・ Language・ Interests・ Expectations・ Knowledge・ Behaviour・ (Special) needs
9Personalised Visitor Experiences - Names Conference - 25 October 2018
Tailor fitStart thinking about serving your stories tailored to every individual visitor.
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Effects of personalisation
For the visitor
・ Visitors feel welcome・ Visitors learn more・ Visitors experience more fun・ Visitors feel more engaged
11Personalised Visitor Experiences - Names Conference - 25 October 2018
Effects of personalisation
For organisations
・ Higher visitor satisfaction・ More insight in visitor behaviour・ Better customer service・ More marketing opportunities
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IdentificationTo personalise your contentyou need to be able toidentify who is who...
Your visitor needs an ID:something unique to startany digital interaction.
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Identification methods
ContactlessRFID / NFC / UHF / HF / Beacons
Visual Codes Barcode / QR
Biometrics Face / Finger / ...
Manual codePincode / Initials / Avatar
Personalised Visitor Experiences - Names Conference - 25 October 2018
14Personalised Visitor Experiences - Names Conference - 25 October 2018
Examples
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Personalisation throughout a visit
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Before the ExperienceVisitors preparethemselves online
・ Rather functional ・ Online ticket purchase
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CaseLego House
Example of a smooth onboarding process
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Personalisation throughout a visit
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Let visitors access the experience areas
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Welcome visitors with their name
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Approach visitors intheir own language
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Serve content tailored todifferent visitor groups
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Let visitors bookmarktheir favourite content
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Save visitor creations
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Visitor scores and leaderboards
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Save visitor progress
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Track students in educational programs
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Create an emotionalconnection
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Implement specialaccessibility features
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Ask for feedback and start discussions
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Talk to visitors via their preferred mobile channels
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Learn from visitor behaviour and serve tailored content
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Smart wearables help to plan your visit
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Personalisation throughout a visit
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After Relive・ Send people their
Digital Souvenirs・ Focus on content that makes
people really proud.・ Share content online. Visitors
become ambassadors.
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Data
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Analytics・ Analyse visitor behaviour・ Optimize the exhibition
Personalised Visitor Experiences - Names Conference - 25 October 2018
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Heat mapsSee and analyse visitor flows over time
Personalised Visitor Experiences - Names Conference - 25 October 2018
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Visitor JourneyVisitor Journey
Don’t use tech for the sake of tech. Use it as a tool to improve
your communication and increasethe impact on your visitor.
Personalised Visitor Experiences - Names Conference - 25 October 2018
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Thank you!
www.kissthefrog.nl