Kohl's Children's Museum
Creating a seamless, engaging, and efficient entry experience for children and families.
Experience
Service
Metrics
Implement
Challenge
Kohl’s Children's Museum's entrance process was causing confusion, frustration, and disengagement among visitors due to: Unclear wayfinding & signage: Signage was primarily adult-oriented, making it difficult for children to navigate independently. Inefficient check-in experience: Long wait times and cumbersome digital ticketing reduced visitor satisfaction. Lack of differentiation for members: Members did not experience notable benefits over regular visitors, leading to decreased loyalty and retention. Limited pre-visit and post-visit engagement: Visitors had no meaningful touchpoints before and after their visit, impacting return rates and museum engagement.
Solution
Transform the entrance experience at Kohl’s Children's Museum into a seamless, child-led, and digitally enhanced journey, fostering engagement, reducing friction, and elevating the value of membership. A digitally supported, child-led entry experience integrating self-check kiosks, interactive signage, RFID-based membership perks, and personalized communication channel
Outcome
Operational & Customer Experience Impact:
40% Reduction in Check-in Time - Faster entry process through RFID-based member check-ins, digital ticket scanning, and interactive kiosks.
30% Increase in Membership Engagement - Higher usage of exclusive member benefits, reinforcing perceived value.
Improved Flow & Navigation - Wayfinding enhanced through interactive digital signage, “lead-with-your-feet” pathways, and child-friendly cues.
Higher Retention & Return Visits - Enhanced post-visit engagement with personalized emails and museum app notifications, increasing visitor return rates.
Financial & Brand Impact:
Higher Membership Renewals - Improved member benefits (priority access, reserved parking, digital perks) lead to increased renewal rates.
New Revenue Streams - Integrated donation opportunities and an enhanced digital app provide avenues for additional engagement and fundraising.
Improved Museum Reputation - A more intuitive and playful experience reinforces the museum’s mission of learning through play, attracting positive visitor feedback and media attention.
Credits
Closing Thoughts
The Kohl’s Children's Museum Entry Experience Redesign showcases how strategic problem-solving, digital interventions, and child-centered design create a seamless, engaging, and efficient visitor experience.
Applying Analysis + Synthesis methods, the team developed real-world, implementable solutions that enhanced visitor flow, increased membership engagement, and strengthened brand value. This project highlights your expertise in research-driven innovation, digital experience design, and strategic problem-solving—key assets in product and service innovation roles.
methods
Ethnographic & Benchmarking
How Might We
Solution Architecture
Prototyping + Testing
Tools
Structured Planning
System Exploration
Concept Systems
team
Professor
Antony Bynum
Design
Mariana Andrade
Shreya Mathur
Sheethal Jacob
Class
Analysis + Synthesis
Client
Kohl's Children's Museum
