Service Evaluation
Feedbacks collection | Mapping | Interviews | Talks
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METHODS:
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WEB COMMENTS | STAFF INTERVIEWS | VISITORS TALK
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Design and Place
Extending the Last Supper
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Politecnico di Milano / School of Design
Product Service System Design 2016
Environment and Experience Studio 2016
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Luisa Collina, Peter Di Sabatino, Laura Galluzzo
with Ilaria Bollati, Midori Hasuike, Vanessa Monna
Team: Bao Chunlei | Dua Shilpi | Flamigni Sara | Galligani Erika | Zheng Yuling
The specific focus of the studio will explore how environment and experience design can merge with PSSD to create an understanding of how place, space and experience can be potent and memorable components of a comprehensive system and
service design approach.
On Field Research
SANTA MARIA DELLE GRAZIE
Discovering the Dominican complex
The perfect architecture of the church and Leonardo’s
Last Supper in the refectory are symbols of Renaissance
in Milan heralding a new era in the history of European art.
Work began in 1463, designed and led by Guiniforte Solari. Later, by the will of Ludovico il Moro, who wanted it as a mausoleum for his family, the church was modified.
The changes, attributed to Bramante, concern an extension of the structure, a majestic dome, a cloister and the refectory.
Live the Experience
BEFORE, ENGAGMENTS AND EXPERIENCES
WEBSITE
- It doesn’t look professional
- It isn’t user-friendly
- The booking process is very complicated
CALL CENTER
-Waiting someone answer (long waiting
->5€ tell the number of the credit card
-<5€ tell the email and they will send the code
JANE / FACEBOOK
“Underestimate and in a hurry.
Leonardo deserves much more!”
WOMAN DURING THE VISIT
“So beautiful, but too short”
CHURCH ASSISTANT
“The visit to the Last Supper should be prepared. For example, during
Expo 2015 there were some screens that gave to visitors additional
information about Leonardo’s masterpiece”
CHINESE GUY
“ The staff is not kind. When I went to Santa Maria delle Grazie, I didn’t know I have
to book it before. So I tried to stay there and see if anyone would return the ticket.
Communication (website, signage, information)
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Service Equipped (toilets, wardrobe, coffee area, shop)
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Technology (security, preservation system)
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Interaction
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Welcoming
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Set-up
1/5
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2/5
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3/5
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0/5
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2/5
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1/5
Concept
HERITAGE TRAJECTORY
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The aim of our project is to extend the experience at
Last Supper in terms of spaces and time.
The museum is conceived in interconnected public and private spaces,
in order to offer to everyone a place to enjoy the historical site.
An abstract timeline retraces the story of the Last Supper through the spaces dedicated to it: from Leonardo’s studies to the future of the artwork,
the leitmotiv of the spaces is the progressive trajectory of our heritage.
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heritage | restoration | responsibility | preservation
BEFORE
Web, info, booking, advertising
GOALS
1. Produce engagement
2. Provide a complete tool that
prepares and informs visitors
3. Make the booking process easy
and quick
Museum Experience
Our Focus
STORYTELLING
Once Leonardo finished the artwork, he immediately noticed that the technique used shows its serious flaws. It was only the beginning of a
long process of deterioration that would continue inexorably over time. The restorations have been varied, but not always they produced improvements.
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