Feb 2024 - Sep 2024
Visitor Tracking in Atrium City Hall, The Hague
Design, Prototype, Research
Role
Service design, UX Design
Tools
They Do, Photoshop, Google Forms
Lessons Learned
Integrating design thinking with existing team processes strengthens collaboration and leads to more user-centered outcomes.
Developing and using detailed personas is invaluable for targeting the right user groups and gathering meaningful insights.
Mapping the customer journey early helps focus the project scope and prioritize features that deliver the most impact.
Qualitative interviews provide rich, actionable data that uncover real user needs, pains, and opportunities.
Close collaboration with cross-functional teams and stakeholders ensures that privacy and organizational constraints are respected without compromising innovation.
Identifying potential future use cases during the project creates a roadmap for ongoing improvements and scalability.
As a UX designer on this project, I worked closely with team EC DISC, the Municipality of The Hague and Stichting Atrium City Hall to explore how to measure visitor engagement in a privacy-friendly way, fully aligned with the Atrium’s house rules. The goal? To track foot traffic, identify which parts of exhibitions truly capture attention, and gather valuable visitor feedback.
My focus was on helping the team improve their design process — blending design thinking with their existing ways of working. I led the research and set up the initial customer journey framework, which gave us a clear lens on the visitor experience.
I introduced the team to persona development and guided the process of creating detailed visitor personas. These personas became key in selecting the right user groups for qualitative interviews, where we gathered deep insights on visitor needs, pain points, and opportunities.
Based on this customer journey and research, we were able to sharpen the project scope, identify which aspects of the experience were already working well, and highlight where we could deliver the most value. It also surfaced several promising future use cases — giving the team a clearer long-term vision for how this technology could further enhance the visitor experience in Atrium City Hall.
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