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User Experience Map


University of Applied Sciences (HfG)

Summer semester 2014

Verena Alber

Peter Kolbasa

Beneke Traub

Johannis Steinbauer

Kevin Schulz

The Mercedes-Benz Museum in Stuttgart, which reopened in 2006, is an annual docking station for automobile enthusiasts from all over the world. Exhibits from the early beginnings to the present form a continuous timeline of over 130 years of automotive history. Just like the innovative exhibits, the multi-award-winning museum architecture has been elegantly implemented. Every year, the Mercedes-Benz Museum attracts over 800,000 visitors. In this "strategic design project", the focus was on the analysis of the museum and the subsequent creation of a user experience map. Therefor following questions had to be answered. How was the selection of the exhibits? Are there contradictions? Where are the strengths and weaknesses?


After several visits to the museum, parameters and instruments for environmental analyses were developed at various levels of detail. Using iterative design methods, a user experience map was created that focuses on the analysis of the interactive tables as well as on the audiovisual museum guide. The resulting "User Experience Map" pointed out sources of error that caused irritation among visitors or even broke the red thread. The readability and the unergonomic form of the museum guide, which led to the following optimizations, were rated as unsatisfactory.

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Moderation of the methodical procedure

Questionnaire creation

Data analysis

Creation of illustrations


Preparation of the exhibition exhibit

Creation of a method booklet

Field survey

Distribute tasks according to strengths

Determining a group leader for larger groups

Field investigations create clarity in details

User test with prototypes in the field

Optimization on the basis of the user test

Technical realization of the audio guide

Implementation of the audio guide

Methodical approach 
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Qualitative survey

In order to obtain a more detailed overview of the visitor experience in the Mercedes-Benz museum, a large number of test persons were interviewed in person. A questionnaire served as a guideline. The findings were used to generate diagrams that were used in the "User Experience Map" to illustrate the situation.

Affinity diagram

By using an affinity diagram, the aim is to produce a clearly recognizable pattern from a large number of seemingly incoherent facts. In this process, all the facts are analyzed and categorized step by step.

Collaborative sketching

In the course of collaborative sketching, creative solutions were sought for the presentation of the "User Experience Map" in a limited time frame. Whenever a new idea arose, it was recorded or added to existing sketches. In the end 

the form of representation of the final "users 

Experience Map" was created.

Field observation

Visitors to the Mercedes-Benz museum were observed "inconspicuously" during their tour.

The behaviour, results and activities were

recorded and attempted to capture them photographically.

Here, the focus was on the spontaneous

expression of ideas by all group members, what

contributed to the development of many

solutionsin a short period of time. These ideas

were subsequently evaluated according to

various criteria and the most important ones in

the "User Experience Map" is built in.



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