Scope and Intended Audience · Web viewCSTM Renewal Project Software Infrastructure User Stories Version 0.5 April 2016 Scope and Intended Audience In terms of the CSTM Renewal Project,

CSTM Renewal Project Software Infrastructure User StoriesVersion 0.5

April 2016

Scope and Intended Audience

In terms of the CSTM Renewal Project, Software Infrastructure refers to the Exhibition Management System, the Exhibition Content Management System, and the Exhibition Analytics System. This suite of software components will provide staff with a means of monitoring, diagnosing, controlling, updating, deploying and evaluating the visitor-facing digital media systems in the new museum. This includes screen-based interactives, electro-mechanical interactives, and – when sensors can be added – perhaps even purely physical interactives.

Intended for use by various stakeholder groups across the organization as well as the EDM Studio software team tasked with implementing this suite of software, this living document contains User Stories, concise descriptions of software features written from an end-user perspective. The stories gathered here were mostly gleaned from meetings held between EDM’s Darran Edmundson and various internal stakeholder groups during the week of March 7-10, 2016. These User Stories are neither definitive nor exhaustive. Rather they are intended to serve as a starting point for continued discussion. Over the month of April we need to expand this list to capture as many needs as possible. If a perceived need doesn’t appear in a User Story, there’s no guarantee that it will appear in the finished software system. As mentioned during our meetings, if you think of additional stories (or even the germ of a good story), please send them directly to [email protected].

Software Infrastructure User Stories (version 0.5) page 2 of 22

Writing [Good] User StoriesUser Stories are a powerful technique for conveying software needs. For our purposes, stories will follow the same structure: “[I am a Role]. [I find myself in this Context]. [I desire the following Outcome]. [And optionally, this is important because of the following Rationale].

Writing good User Stories is difficult. It is very easy to slip into writing a general requirement that masquerades as a User Story by virtue of being prefaced with “I am a …”.

Consider the very reasonable requirement, “The CMS must be intuitive and easy to use.” One could quite easily cast this in the form of a User Story as follows, “I am a Staff Member updating exhibit content via the CMS. I find this easy and intuitive. This makes it more likely that I update content in future.” While obeying the Role/Context/Outcome/Rationale format, this User Story provides little to no added insight over the general requirement.

Good stories tend to be very specific. Typically they originate from an end-user recalling a particular “point of pain” he/she has experienced in the past. When writing stories, be specific with the context. Use an actual exhibit to ground the reader in reality. The more real the scenario, the better … because it will solve an actual problem (and likely a raft of similar problems). Here are a few good stories for reference:

● I’m a VE Guide. A visitor asks me, “What’s wrong the large screen in the lobby?” I’m able to quickly check and find out that the screen has suffered a hardware failure and that the AV integrator will be coming Thursday to fix it.

● I am an Exhibit Developer. I’ve entered draft content associated with the Stethoscope Display in Artefact Alley into the CMS. I’m concerned about how this will appear when deployed, particularly in regards to the hyphenation of long medical terms. I’m able to preview the layout at a test station in our office. This allows me to spot problems without needing to go out onto the floor.

● I am the Building Operator. I have been requested to have the house-keeping lights on in Zone 12 for plexi-glass cleaning. I’m able to ensure that both the house lights and exhibition lights are on from 6pm to 10pm.


Draft User Stories1

Visitor Experience Team

VE-1. I am a Visitor who has booked Room 212 for a private event. Unbeknownst to me, the room has been changed owing to a double-booking. When I arrive at CSTM and walk in the front door, I’m quickly made aware of the revised room location.

VE-2. I am a Visitor Experience staff member. I have been tasked with providing the welcome message for an upcoming event. I am able to author and deploy this message relatively quickly and without technical support.

VE-3. I am a Visitor. I have driven an hour with my two kids who are excited about the Crazy Kitchen. It just so happens that the Crazy Kitchen is closed today for maintenance. While I’m disappointed, I’m glad to be made aware of this before paying the entrance fee.

VE-4. I am a VE Guide working on a Sunday when AV support staff are off. The media player near the stethoscopes display in Artefact Alley appears to be “frozen” and won’t respond to touch. I have the information and training I need to try and resolve this problem. [Let’s identify a few more examples of issues that should be resolvable by Guides]

VE-5. I am a VE Guide. The stethoscope display media player is “frozen” and, despite my attempts to fix it, won’t function. I’m able to quickly and easily initiate an electronic support request.

VE-6. I am a VE Guide. A visitor approaches me and asks what’s wrong with the Canada Map interactive in Artefact Alley? I saw it was offline this morning but don’t know the details. I’m able to quickly look at the deficiency system and provide the visitor with a meaningful explanation.

VE-7. I am a VE Daily Supervisor. We forgot to schedule a message for the Digital Signage system announcing to visitors that the Locomotive Hall will be closed today from noon-4pm for a private event. I’m able to quickly and easily update the relevant screens with this information. This way visitors are aware of closures before entering and can better plan their visit.

1 Numbers are for ease of reference.


VE-8. I am a prospective Visitor to the museum. The last time I came to CSTM, my favourite exhibit – the steam engine – was closed for maintenance. I’m able to check the status of this and other exhibits and halls online before I visit.

VE-9. I’m a disgruntled Visitor. It’s late summer and the museum is packed. A number of exhibits are down for maintenance. From my grumpy perspective, I feel like “Everything is broken.” I’m made aware that actually 98% of interactives are online. Further I can see that usually the museum is operating at 99.5%. That’s not too bad.

VE-10. I am a VE Staffer tasked with reviewing and updating the exhibit status shown to Visitors. I’m able to do this in one spot and have it disseminated to both screens inside the museum and the web-site.

VE-11. I am a VE Staffer tasked with ensuring that today’s bookings are shown properly on the museum’s digital signage. Noting an error in a listing, I’m able to update the booking system and have this change automatically reflected on digital signage. [Do we want this?]

VE-12. I am a VE Staffer. I notice a spelling mistake on digital signage welcoming the group from IBM. I don’t have access to the booking system. Regardless, I’m able to quickly and easily make this change on the signage system.

VE-13. I am a VE staffer working at the front desk. A parent comes in saying “My child is visiting the museum with School X and forgot her backpack, what room is she in?” Museum protocol in this situation is to contact the class’ chaperone and have him/her come to the lobby area (rather than allow the parent to visit the classroom). I’m able to look quickly determine the classroom and chaperone to contact. [Note, this might not impact EDM Software Infrastructure - perhaps handled solely through Booking System, paper and/or radio, particularly in case of a room change.]

VE-14. I am a VE Guide running a Program in one of the classrooms. During my room setup I realize the projector isn’t working. After coordinating a change to a new room, the relevant digital signage is updated.

VE-15. I’m a VE Guide. I keep on hearing visitors complain that the Truck Simulator is “too complicated to figure out”. I feel that visitors get frustrated and abandon the activity. I’m able to look at exhibit use data. In this case I can see that 90% of visitors who start the activity don’t finish it. I can use this information to bolster the case that the museum should re-evaluate this exhibit.

VE-16. I’m a VE Director. Part of my role is being responsible for how budgets are invested. I need information about exhibit use, maintenance issues, downtimes, what is problematic, what is successful, etc., so I can make informed decisions.

VE-17. I am a VE Guide running an early-morning program. Although I setup my room yesterday before leaving, it has been reconfigured by the Ham Radio Club that


met last night. I can signal the Daily Supervisor about my issue and coordinate a new room. [This is an example of a Story that may well be handled outside of the Software Infrastructure, in this case by having the Guide simply radio the Supervisor.]

VE-18. I am the VE Daily Supervisor. Owing to a broken projector I had to relocate a Program this morning to a different room. Now that things have settled down, I’m able to lodge this issue with the appropriate support team.

VE-19. I am the VE Daily Supervisor. It’s getting close to the end of the day and I’m allocating resources for tomorrow’s programs. Having lodged an earlier report about the non-functioning projector in Room 212, I’m able to easily check if it has been fixed. In this case I can see that the problem has been resolved – the burned-out lamp has apparently been replaced.

VE-20. I am a First-Level Support Officer. I can see that a Guide has requested a room change owing to a projector issue. I can follow up with the Daily Supervisor, find out the reason for the change, and create a ticket in the deficiency system.

VE-21. I am a First-Level Support Officer. I’ve received a notification that the projector in Room 208 isn’t functioning. I check and discover that the lamp needs replacing. After replacing the lamp and testing the projector, I’m able to notify the Daily Supervisor and other affected people.

VE-22. I am the VE Daily Supervisor. I receive a last-minute report that Room 208 is unsuitable for a Program. I’m able to quickly and easily find an alternative room and notify the Guide. [This may well be a story outside of the scope of the Software Infrastructure, perhaps relevant only to the Facilities Management System, Vista? Do we integrate though?]

VE-23. I am a VE Officer doing morning rounds. I notice that the digital sign next to the Demo Stage isn’t functioning. Before lodging an issue, I’m able to quickly and easily check if it is a known problem. In this instance, I can see that a deficiency ticket was created last night, that the screen has suffered a hardware failure and needs to be replaced.

VE-24. I’m a VE Guide. A visitor asks me, “What’s wrong the large screen in the lobby?” I’m able to quickly check and find out that the screen has suffered a hardware failure and that the AV integrator will be coming Thursday to fix it.

VE-25. I’m the VE Daily Supervisor lodging a deficiency report about some LED lights not working on the Crank-Handle exhibit. The Guide reporting the problem thinks that maybe the power is off. I’m able to create a deficiency ticket and assign it to the responsible party, confident that if the diagnosis is wrong, that the problem will still get resolved. (This occurs even though perhaps Facilities was handed the issue based on the power-outage assumption.)


VE-26. I am First Level Support. The VE Daily Supervisor has reported that a number of displays in the museum are off. When I check the EMS, I can see that the relevant media players are on and sending video. I’m able to head out onto the floor with a single remote control capable of manually turning on any screen.

VE-27. I am the VE Daily Supervisor. A Guide radios in to report that all of the digital signs in the Moving and Connecting Gallery are frozen with a funny pixelated pattern. I head over to the gallery to observe for myself. I’m able to easily report the issue from the floor using an iPad, snapping a photo of one of the screens to include with the deficiency.


Facilities Team

FA-1. I am the Building Operator. I have been requested to have the house-keeping lights on in Zone 12 for plexi-glass cleaning. I’m able to ensure that both the house lights and exhibition lights are on from 6pm to 10pm

FA-2. I am the Facilities Officer. Apparently the power seems to be out for a number of exhibits in Artefact Alley. I’m able to receive this information from the Exhibition Deficiency System in a format that matches my needs for creating a ticket in our TMA (The Management Authority) software.

FA-3. I am the Building Operator. A TMA issue has been created regarding a power outage in Artefact Alley. I’m able to see both the relevant Zone numbers as well as the exhibit names used by Visitor Experience to report the issue.

The relatively small number of stories listed above reflects a major design decision: Given that Facilities has a robust system (TMA) for tracking issues across all three sites, it does not make sense for them to use the exhibition deficiency system being created as part of the software infrastructure project. Rather, the goal will be to create a loose integration between the two systems.


Exhibitions and InterpretationEI-1. I am an Exhibit Developer. [Object X] is going to be swapped out of Artefact

Alley next month for [Object Y]. I have been tasked with authoring new content for the associated interactive display. I’ve created a draft in Enterprise and would like to preview it in situ. I’m able to create an unpublished version in the CMS and preview it out on the floor. [Would like to be specific, replace Object X and Y with actual object names.]

EI-2. I am an Exhibit Developer. I’ve entered draft content associated with the Stethoscope Display in Artefact Alley into the CMS. I’m concerned about how this will appear when deployed, particularly in regards to the hyphenation of long medical terms. I’m able to preview the layout [at my desk or at a test station in our office]. This allows me to spot problems without needing to go out onto the floor.

EI-3. I am an Exhibit Developer. I’m deploying some vetted content onto [Exhibit X, replace with something specific] via the CMS. Unfortunately there is a problem with the automatic wrapping that results in a strange hyphenation of the word [insert example word here]. I’m able to solve this problem without involving technical staff or, worse, the original software developer. [One option, markup hints in the source CMS text.]

EI-4. I am an Exhibit Developer. In authoring a raft of new content for [Exhibit Z], I inadvertently forgot to enter the French text for one story into the CMS. Given that screen content must be made available in both official languages, when I try to “publish” this content to the live exhibit, I’m (thankfully) prevented from doing so. [This User Story is a rewritten version of “I am an exhibit developer. I need the CMS to support bilingual content.” I would argue that being specific helps tease out important details. The general version, in contrast, is really just a standard feature request recast as a User Story.]

EI-5. I am an Exhibit Developer. Today I noticed a change to the screen content of [Exhibit P]. I’m able to look into the CMS and see who made this change and when it occurred. [Do we need this given that content will be authored in Enterprise?]

EI-6. I am a Visitor with a mild hearing impairment. I am watching a video on the interactive media player associated with [Exhibit Q1]. Owing to a group of school-children at the adjacent [Exhibit Q2], I’m having trouble hearing the sound. I’m able to increase the volume. I know how to do this not only because it is intuitive but because I learned how to do it at a previous exhibit. [Would like to replace Q1 and Q2 with actual exhibits where this is likely to occur.]

EI-7. I am a perceptive Visitor in a busy gallery filled with lots of school children. The overall (ambient) sound level in the hall is pretty high. When the students leave,


the sound at the interactive I am using feels too loud. Shortly after, I notice that the sound level drops to a more comfortable level.

EI-8. I am an Exhibition Developer. Rather than have the audio of [Exhibit M] always on, we have set the sound to ramp up only when visitors are present. Watching visitors interact, it seems like the volume increases too late. I’m able to adjust this to achieve the visitor experience we desire.

EI-9. I am a Second Level Support Staffer. I’ve diagnosed the [Exhibit N] interactive with faulty electronics. In lieu of the little “out of order” triangles we used to use, I’m able to set a custom message [example message] on the screen explaining why this interactive is off.

The following [slightly-edited] User Stories read more like requirements than User Stories. It would help [the software folks] if we can make them much more specific.

EI-10. I'm an Exhibit Developer who wants to evaluate digital exhibition elements remotely. I'm able to easily access analytics about how much time visitors spend at a element, if they go through the process of use as prescribed, if they exhibit behaviours that would suggest frustration, etc. This evaluation enables me to get feedback without influencing visitors by my presence. This information can also be accumulated over to inform decisions on future projects.

EI-11. I'm an Exhibit Developer who wants to know how visitors are moving through and engaging with exhibition spaces. With the help of some kind of tracking program given to a random sampling of visitors over an extended time-frame, I can have information that speaks to visitor interest and behaviour. This tracking removes issues associated with self-reporting and allows us to track multiple visitors simultaneously and remotely.

EI-12. I'm an Exhibit Developer who wants to be kept in the loop on problems/down-time/issues with digital interactive elements. I can access a centralized notification/work-order system to see patterns, repeated problems, etc. Having this information at hand helps me be more proactive in addressing problems and avoiding them in future exhibition development.

EI-13. I'm an Exhibit Developer who needs to be able to update digital content if needed. From my office, I can change out digital instructions for interactive elements (if visitors are finding them confusing), digital labels where applicable (to account for the addition or removal or artifacts), videos (to update content as things change), change out projections as needed (to allow for flexibility in certain spaces), etc. This system is much more responsive and quicker than manual ways. [Would like to make this story much more specific. As it stands, it is more of a general requirement for the CMS rather than an exploration of a specific scenario.]

EI-14. I am an Exhibit Developer and I am tasked with changing out content for [insert name of travelling exhibition] currently operating in [name of city]. I can


access digital content remotely and make changes. Performing updates this way saves time, manpower, and frustration from partner institutes. [Let’s make this specific. Why would you have to make a change? Would it be owing to an artefact being removed? Or maybe to make content more topical for specific city?]

EI-15. I am an Exhibit Developer who needs to vet, edit, and upload user generated content. I can receive content in real-time and then play with format, font, layout, etc. and post content close enough to real-time from a remote location. This is more efficient and less risky than allowing visitors to independently post their own content. [Let’s rewrite this story using a specific example.]

EI-16. I am a visitor with special needs who wants as rich an experience as any other visitor. I can access a variety of digital tools to help me - from open-captioning, to recorded tours, to easy to operate controls, etc. that allow me to visit the museum independently without missing anything. [Let’s expand on this to explore specific needs.]

EI-17. I am a Visitor who doesn't want to miss anything when I visit! Wherever I am in the museum, I can see a digital display of which demonstration/ activity is coming up - whether the announcement is a pop-up on a screen where I'm watching a video or a scrolling marquee along the Demo Stage. I will never miss a great demo again!

EI-18. I am a Visitor who dislikes tech and wants a "traditional" museum experience. I can visit without feeling overwhelmed or beat over the head with digital installations that don't add anything to my experience. The new museum floor incorporates tech in a seamless/integral way so much that I didn't notice and may have even made use of it ... [RFID ;-) ]

EI-19. I am a Visitor who loves consuming content on a screen. I can easily navigate every screen at the museum because they are all set up the same way - I can find language selection, videos, images, extra info, etc. at a glance in every exhibition. This makes my visit way more pleasant than before when every single screen was set up differently.

The following stories were supplied by the Exhibitions team but are out of scope for the Software Infrastructure project.

EI-20. I am an Exhibit Developer who works with a large, unwieldy document - the Interpretive Plan. With a new format/program, I can drag and drop media into it, create layers of content to include visuals/audio/etc. in an organized and accessible way. In comparison to the old Word document version, this helps all exhibition team members to see the big picture in one place and allows for ease of work.

EI-21. I am an Exhibit Developer who needs to share large files with external contractors. I'm able to send and receive videos, images, and other large files securely, easily, and quickly. This is much more efficient than using different methods on a case-by-case basis and also ensures our content is protected.


EI-22. I am an Exhibit Developer who archives extremely large files for each exhibition I work on. I can store entire exhibition files (from video clips to panel layouts to high-res images) in one place where they will be accessible to others. This way of archiving makes more sense and facilitates finding content as compared to storing different files in different places as was done in the past.


Evaluation

[These are the seeds of really good User Stories. To make them useful though from a software implementation perspective, we need to make them specific using concrete examples. Darran to refine with Gabby if possible.]

EV-1. I am the Visitor Evaluation Officer. I would like to know how deeply visitors are interacting with digital content. I am able to generate a report I can further process.

EV-2. I am the Visitor Evaluation Officer. I would like to know whether visitors can identify the correct UI elements or if they are touching inactive areas of the screen.

EV-3. I am the Visitor Evaluation Officer. I would like to be able to differentiate between a child mashing buttons and an actual visitor interacting.

EV-4. I am the Visitor Evaluation Officer. I would like to have data on the least used interactives so I could focus my efforts there.

EV-5. I am the Visitor Evaluation Officer. I would like to be able to see tracking data only for a specified period that matches the tracking study.

EV-6. I am the Visitor Evaluation Officer. I would like to be able to differentiate between idle interactives and “offline” interactives when receiving the tracking data.

EV-7. I am the Visitor Evaluation Officer. I would like to be able to suggest specific important visitor interactions to be logged to the D/B companies.

EV-8. I am the Visitor Evaluation Officer. I want digital interactives to conform to our Accessibility Standards.

As an example of making a story more specific, one might rewrite EV-6 as follows:

EV-6. I am the Visitor Evaluation Officer. I’ve been doing a Tracking Study of a new exhibit in Artefact Alley for the last month. I know, however, that one of the interactives was offline being repaired for a few days. When I receive the tracking data, this outage is clearly identified. This prevents potential confusion between (i) functioning but low usage, and (ii) offline and therefore no usage.


Marketing

MK-1. I am a Visitor. I am in the Moving & Connecting gallery and I’m looking at the Locomotive. I take a selfie and share it on Twitter. I’m aware that the Museum is on Twitter and happy to see that they respond to my tweet and follow me.

MK-2. I am a Visitor. I am in the Artefact Alley gallery and I’m looking at a display of interesting objects. I’m not sure if I’m allowed to take photos or not. Looking around, I’m reassured that I am indeed permitted to take photos. Further, the museum wants me to do so and share them on social media.

MK-3. I am the Marketing and Communications officer. I want to promote an upcoming astronomy workshop. I’m able to publicize this event without needing the assistance of a technical officer.

MK-4. I am a businessperson Visitor coming to the museum with my family. Our company has an upcoming product launch and we are looking for a special venue. I pleasantly surprised to discover that you can rent the Locomotive Hall for corporate functions.

MK-5. I am a Visitor. I am surprised to see that the Locomotive hall is closed because of a Toyota car launch. I am placated by receiving information on how this contributes to the museum, and by realizing I could rent the hall for my own private function.

MK-6. I am a Marketing officer. I am responsible for promoting the Game Changers exhibit in the temporary gallery. It’s free so we can’t really judge based on ticket sales. I’m able to access metrics on visitor attendance and engagement in this specific exhibit in order to measure ROI and perhaps even tweak the promotion strategy.


Business DevelopmentBD-1. I am a Visitor and delegate to the Canadian Museums Association conference

being held at CSTM in 2017. It’s 9am and there are three concurrent sessions happening. When I arrive at CSTM (for the first time ever), I easily find the way to my desired event.

BD-2. I am a Business Development Officer. I have received the Coca-Cola sponsor digital files that are to be used as the logo on digital signage. Before pushing these graphics live into the museum, I’m able to preview the screen content on a local (non-public) screen. This ensures, for example, that the content, colours and cropping are appropriate.

BD-3. I am a Visitor attending a wedding in the museum. I have prepared a set of images for display at the reception. With the assistance of a museum staffer, I’m able to display these images on the provided screens for the duration of the event.

BD-4. I am a Visitor with a newborn baby. I’m heartened to see that CSTM has a dedicated breastfeeding area. While feeding my child, I’m able to watch interesting videos on a museum screen.

BD-5. I am a VE. There is a booked event2 happening in the Locomotive Hall this afternoon. I can see that the Hall will be closed from 3-7pm.

BD-6. I am a Business Development Officer. Company X has booked the Moving and Connecting Gallery for a corporate event. I’m able to post/schedule a welcome message on digital signage outside of the gallery.

BD-7. I am a Business Development Officer. As there is no exhibition currently in

the temporary gallery, we are making it available for corporate rentals. Company Y has booked the space for their AGM. They’ve provided us with a PowerPoint presentation for display. I’m able to make their slideshow viewable on a large screen in the space. [This is a story that will probably be handled via A/V department]

BD-8. I am a Business Development Officer. There’s been a last-minute change to an event happening in the Conference Centre. I’m able to change the displayed details on the welcome screens (e.g., in the Lobby) without needing technical help.

BD-9. I am a first-time Visitor to CSTM. My family donated an object that is apparently on display. I’m able to use the wayfinding system to plot a route from where I am now to the artefact’s location.

2 The corporation is currently using a booking system called Vista. This system is used for school bookings, event bookings, birthday parties, sleepovers, classrooms, etc. The plan, however, is to replace Vista with something new – by opening if at all possible. If there are to be any (loose) integrations between the new system and elements of the exhibition software infrastructure, these need to be fleshed out ASAP.


BD-10. I am [who?]. There are four activities happening in the museum at roughly the same time. Different groups – Business Development, Visitor Experience, Marketing, etc. – have created event notices for display on digital signage. How is the screen time apportioned in a “fair” way that reflects overall museum priorities? [This needs to be rewritten. It’s a very important point though, when many people have the ability to author and push content to museum screens, how are conflicts mitigated so everyone is “happy”? Probably best to reverse this and consider from visitor perspective: ensure that each visitor demographic’s needs are met.]

BD-11. I am a Business Development Officer. I want to let visitors know that if they take out an annual membership, they can use it for entry at both Aviation and The Farm. I can deploy this messaging on screens around CSTM.

BD-12. I am a Business Development Officer. I want to let visitors know that about

a sale happening in the Retail Store. I can deploy this messaging on screens in waiting areas and other mixed uses spaces around CSTM.

BD-13. I am a Business Development Officer. One of our sponsors is asking for visitor engagement data from “their” exhibition. With the help of our Evaluations Officer, I’m able to quickly pull together a report with key metrics.

BD-14. I am [who?]. We’ve booked the Ottawa Bomb Squad to come in and do a

demonstration. We couldn’t publicize it though because of the possibility of a last-minute cancellation. It’s noon and the event has been confirmed for 2pm. I’m able to “push” messaging throughout the museum so that visitors don’t miss this “once in a lifetime” opportunity.

BD-15. I am a Visitor who isn’t familiar with the benefits of membership.

Unbeknownst to me, there’s a “Member Appreciation Night” coming up next week. I leave the museum aware of this special event. It inspires me to take out membership myself so I can attend.


InformaticsIN-1. I am a Visitor. Entering the museum, I notice an interesting show scheduled

to take place on the demo stage at 2pm. After lunch, I am enthralled with an interactive in the Moving and Connecting Gallery when a notification reminds me of the upcoming show. I’m glad about this as I almost certainly would have missed the demo.

IN-2. I am an Informatics Officer. There’s a sleepover happening tonight and I need to ensure that the screens in the sleepover area stay on until bedtime, while the rest of the museum goes down on the regular schedule. I’m able to do preschedule this, leaving at 5pm with confidence that it will work.

IN-3. I am a Visitor in a busy Gallery when an announcement comes over the PA. The volume level, style and clear diction is such that I easily understand the message.

IN-4. I am a VE officer. I was in a meeting and couldn’t hear the PA system. I am able to check that the announcement for my group has been made so I don’t inadvertently make it twice.

IN-5. I am a Visitor. I have booked a gallery for my group’s sleepover. While I’m glad that the interactives in the area continue to function, I appreciate that the volume level is adjusted so as to not dominate our activities.

IN-6. I am a VE officer. In the old museum, the sound levels of media remained constant regardless of how many visitors were in the gallery. In the renewed museum, I really appreciate that the levels adjust depending on the gallery population. The reduced volume in a near-empty gallery helps one maintain his/her sanity.

IN-7. I am an Informatics Officer. I heard from a VE that there was a problem with a screen interactive in the Moving and Connecting Gallery this morning but that “bouncing” the application fixed the issue. Looking at the Deficiencies system, I can see this issue has been logged. It’s important that even for problems that don’t require my direct attention, that I’m kept “in the loop”.

IN-8. I am a VE in the Locomotive Hall. A Visitor approaches me to talk about the 6400 locomotive, musing that it must have been amazing to see in action. Knowing that we have archival footage of the engine, I’m able to quickly and easily bring up the clip on a nearby screen. The Visitor really appreciates this.


IN-9. I am an Informatics Officer. I would like to have API access to all the control software so I can tailor them to my needs as they evolve. [Let’s try and expand this to be more specific, perhaps wanting to create a custom dashboard for a project?]

IN-10. I am an Informatics Officer. I get a stressed phone call during the weekend from the maintenance crew that a media player has started blaring loud audio and is disturbing a private function. I use my smartphone to VPN in and turn down the volume with the EMS.

IN-11. I am a Visitor who approaches a non-functioning digital interactive. I quickly infer from the CSTM-branded message that the exhibit is having maintenance work done.

IN-12. I am an Informatics Officer. A proximity-triggered media player is acting up. I can easily put the screen into ‘debug’ mode that shows the raw sensor values. This diagnostic tool reveals that the sensor isn’t reading properly and needs servicing.

IN-13. I am an Informatics Officer. The VE Supervisor has reported an interactive as being unresponsive. On investigation, I’m able to diagnose that the touch functionality isn’t working. Rather than turn off the screen and post a physical sign, I can easily craft a maintenance message to keep visitors informed while I source a replacement touch-screen.

IN-14. I am an Informatics Officer. I’m using the EMS Dashboard that shows me the state of the exhibition. Today is a busy day but I notice that a screen hasn’t been touched for a couple of hours. The system has flagged this for my attention and notified me about this possible issue.

IN-15. I am a VE. It’s afternoon when a visitor tells me that a feature electro-

mechanical [exhibit X] isn’t working. In the old museum we’d erect hoarding around the exhibit and notify first-level support. Now, I’m able to notify support and have someone out to take a look at the exhibit within minutes. In this case, support is able to fix the problem quickly … no need to wall off the exhibit after all.

IN-16. I am a VE. The electronics at [Exhibit B] has been acting up for days. I lodged two issue reports using the Deficiency System but I don’t think anything has been done. I was about to complain about the seeming lack of progress but now I can see that support has indeed investigated, fixed one problem, and is now waiting on a replacement unit. I like that we have a viewable record of work from the various departments.

IN-17. I am a VE. A rambunctious child was hitting the stethoscope exhibit display

case in Artefact Alley with a stick. I’ve checked and there appears to be a crack in the vitrine. Using the Deficiency System, I’m able to report the issue to the relevant departments for attention, in this case Conservation and Exhibitions.


IN-18. I am a VE. There’s an overflowing toilet in the men’s bathroom in the Lobby area. I’m aware that this issue is reported directly to Facilities rather than through the Exhibition Deficiency System. [Is this the case?]

IN-19. I am a VE. I notice that an interactive exhibit is not responding to touch. When I go into the Deficiency System to report it, I see a short troubleshooting guide for this exhibit. I’m glad to try some steps out without being overwhelmed with technical detail.

IN-20. I am a First-Level Support person standing in front of a non functioning interactive. I am in the process of updating the issue via the Deficiency System. I’ve tried the suggested troubleshooting steps and I now need to escalate the problem to – in this case – Informatics. I’m able to specify the problem from a list of common issues for this type of exhibit.

IN-21. I am an Informatics Officer. An interactive in the Moving and Connecting Gallery has been acting strangely for the last few weeks. Front-line support has taken to power-cycling the system via the EMS … which seems to fix the problem, albeit temporarily. I really need to examine the computer in its “broken” state though. I’m able to disable the “reboot/bounce” ability and leave a message on the Deficiency System explaining why.

IN-22. I am a VE. When I report an issue in the Deficiency System, I can quickly find the related gallery/exhibition/exhibit/interactive/kiosk/thing in the list, using a name I can relate to.

IN-23. I am a VE. I am doing mid-day rounds checking the various exhibits for issues. I have access to the results from morning rounds so I don’t have to flag issues that are already known.

IN-24. I am an Informatics Officer. I have just fixed a problematic USB connection that lead to touchscreen issues on an exhibit. I go in the Deficiency System and mark this interactive as ‘fixed’. I’m confident that the VE team will know about this immediately so they can remove any cording and physical signs they have put up, and they will start testing this again in their rounds.

IN-25. I am an Informatics Officer. I’m trying to troubleshoot an interactive which records video and plays it back with some visual and audio effects. I’m glad that I can use the “Testing Mode” to skip the long waiting and test the core of the experience.

IN-26. I am an Informatics Officer. I’m troubleshooting a complex interactive involving atmospheric spatial multi-channel audio. I can use the “Testing Mode” to play sounds out of each individual speaker, taking out the guesswork inherent with using the actual content of the interactive.

IN-27. I am an Informatics Officer. A Mac Mini has broken down and needs to be replaced and sent out for repairs. As I take it out, I notice that it has physical labels


showing its MAC address, its DNS name and other information. I can go into the EMS, locate it and mark it as decommissioned.

IN-28. I am an Informatics Officer. A Mac Mini has broken down and needs to be

replaced and sent out for repairs. I have the replacement machine ready, and I need to label it. I can go in the EMS, create a new entry and fill in the new machine’s MAC address. I can then specify that this machine is the replacement for the old one. The EMS can then help me print the relevant labels.


Conservation

CS-1. I am a VE. A propeller has been removed from a display. A Visitor asks what happened to the object. I am able to check and see that it has gone on loan to another institution.

CS-2. I am a Conservator. Unbeknownst to me, the temperature and humidity level inside an Artefact Alley display case has increased above “safe” levels. I am promptly notified of this event which allows me to ensure the artifact does not suffer damage.

CS-3. I am a Conservator. While I carefully set the light levels for a sensitive poster artefact when the exhibition opened, I’m worried that someone might take the initiative and increase the lighting to make the object more visible. I’m able to confirm that the levels are unchanged.

CS-4. I am a Conservator. For really light-sensitive items, I would like to keep the light levels down when no visitor is interacting (or perusing) the artifact. [How can we make this story more specific?]

CS-5. I am a Conservator. Visitors are crossing the barriers to touch the Russell Motor Car despite the subdued “cultural” atmosphere in this gallery designed to discourage this kind of behavior. I’m able to track the number of such incursions (using sensors) and, working with the exhibitions team, tweak the signage and barriers to better project this important object.

CS-6. I am a Visitor. I’ve been reading about the use of X-Ray shoe-fitters in the mid-20th-century. I see that CSTM has one in the collection. I’m able to see whether it is on the display before I visit the museum.

CS-7. I am a Conservator. I have received a notification from VE that an artifact on display has been knocked over and needs my attention. After fixing it (or removing it for restoration) I am able to notify VE that I have finished working so they know the issue has been dealt with and can react accordingly.


Project Managers

PM-1. I am a PM. We need to move the Tokamac out of the building. To do so, several modular exhibits must be disconnected momentarily and moved out of the way. I’m confident that when we reconnect these exhibits, they function properly. I’m able to verify that the exhibits are back online.

PM-2. I am a PM. We want to relocate the “HitchBot” exhibit – including its associated digital interactive – from the Great Outdoors exhibition to the Wearable Tech exhibition. We are able to move the physical exhibit, have it come back online, and easily update its location in the EMS.

PM-3. I am a PM. While I know all the gallery names – and can look up the interpretive plan for an exhibit’s code number – other internal teams use different names which make more sense to them. Visitors also come up with their own nomenclature for exhibits and spaces. When using the software infrastructure, multiple names are supported to facilitate communication.

PM-4. I am a PM. There are currently three Facilities issues that need addressing on the gallery floor. One of these, a power outage, is affecting multiple exhibits and is thus a priority. I’m able to indicate this prioritization to Facilities in order to minimize the impact on the overall visitor experience.

PM-5. I am a PM. The museum has only been open a short while and I’m keen to receive “red flag” reports of exhibit outages and usage issues. When I receive a report, I’m confident that the issues listed are both serious and complete. That is, my time is neither wasted with minor things nor are serious problems missing. I trust these reports.

PM-6. I am a PM. Over the last month, I’ve received a number of issue reports from [insert name of actual interactive here]. It feels like this exhibit is causing an ordinate amount of problems. I’m able to see from the report that indeed, this exhibit is on the top 10 “downtime” list for the year, and that the electronics driving this exhibit have a relatively abnormal failure rate compared to other electronics-based exhibits.

PM-7. I am a PM responsible for the Stethoscope Exhibit in Artefact Alley. Looking at issue reports, I can see that this exhibit has gone through two stethoscopes in the last six months. I’m able to access an accurate spares list to confirm that we don’t yet have to order more.


Documents

Scope and Intended Audience · Web viewCSTM Renewal Project Software Infrastructure User Stories Version 0.5 April 2016 Scope and Intended Audience In terms of the CSTM Renewal Project,