Persona: Maggie Smith

Goal: Get a tour of the Caravaggio echibition

Check the app for Get off on the right

Check if the tour is
ACTION available time frames Buy a ticket Get to the subway station for the
„deaf-friendly”
to book a tour museum

Tasks Tasks Tasks Tasks Tasks

A. Identify fastest route to the
A. Find and read A. Check if they provide A. Determine to buy ticket right station A. Sit close to widows and
museum’s site special services B. Pay for it doors
B. Find the right subway
B. Find out if they have printed
TASK LIST B. Find the exhibition
out versions
C. Print it out or download C. Board the right train on the B. Pay attention to the
C. Check available time- C. Check if they have
to phone right platform signs in the stops
frames someone who can speak sign C. Get off on the right
language station

Hopeful Hopeful Confused Alert Alert

FEELING Excited Excluded Satisfied Glad Focused
ADJECTIVE Excited Excluded

- CTA button pointing - List special services - Implement a QR code - Making sure all the - Putting up screens on
to the calendar on the page system to reduce paper signs and lights and the trains, showing
IMPROVEMENT - Calendar with signs - Provide dates when waste informational monitors real-time that what is
on the dates and special services are work the next stop
OPPORTUNITIES
hours available available