Redesigned the official Urban Museum (UR-MU) website into a mobile application to modernise the visitor experience with information clarity and strengthen engagement with art content.
My Role
UI/UX Designer
(led Stage 3: Parallel Design, Participatory Design, Style Guide, and Prototype Rationale;
assisted in Stage 1 : User, Task, and Environment Analysis)
Timeline
May - August 2025
Platforms & Tools
Figma
Impact
Usability testing showed a 20% improvement in task efficiency and an 80% reduction user errors, which directly validates the effectiveness of the redesign.
01
Preliminary Research
Understanding the users, their goals, and the environment to inform a human-centered design. So to begin with the process, I conducted a couple of research activities.
Stakeholder Analysis
We conducted a stakeholder analysis using Mendelow’s Matrix to identify and prioritise key stakeholders based on their power and level of interest in the redesign process.
Through this matrix, we identified that:
Keep Satisfied: These stakeholders should be kept informed about the design process and strategic outcomes to maintain confidence and support.
Key Players: Regular communication and design reviews with them enable better decision-making for the redesigned solution.
Keep Informed: Valuable feedback such as day-to-day experiences and challenges guided effective design decisions.
Questionnaire Surveys
We conducted an online questionnaire and received responses from 32 participants without setting any pre-determined criteria to capture diverse user perspectives and behaviours.
The goals of this survey were to:
Understand the background and learnability of users.
Assess technology proficiency and mobile application usage patterns.
Explore motivations for using a gallery-related application.
Identify accessibility and personalisation needs.
Some design expectations were voted...
I hope the gallery app is easy to navigate as I don’t want to get lost looking for event details.
The interfaces should look clean and simple because too many elements can feel overwhelming.
Buttons and options need to be clear so I know exactly what to tap.
Make sure the text is large enough and has good contrast — it’s tiring to read small fonts.
A minimalist layout with well-organised screens would make the experience more pleasant.
Conducting observations
It was equally important to observe the real environment of the Urban Museum to identify contextual challenges and opportunities.
This helped uncover how visitors interact with physical exhibits and where the redesigned UR-MU application could bridge existing gaps.
In order to conduct effective data collection within the designated timeslot, an observation checklist was prepared in advance.
02
Understanding Current Experience
Before redesigning the UR-MU Application, an evaluation of the existing website was conducted to identify usability challenges and inefficiencies within user journeys.
This analysis uncovered redundant steps and unclear navigation paths that impacted the overall visitor experience.
Current Website
A heuristic walkthrough of the current
Urban Museum
website.
Task Analysis
This analysis maps key user tasks to identify usability issues and inefficiencies in the current website.
Hierarchical Task Analysis 1 - Purchase a General Admission Ticket from the UR-MU website.
Pain points identified are:
Repeated branch selection: Users must reselect the UR-MU branch every time, even when entering from the dedicated page.
No preview/edit options: Users cannot review or modify their ticket details before confirmation.
Manual email verification: Users need to switch platforms to confirm payment and access QR codes for ticket validation.
Unclear event venues: Ticket labels may not clearly specify which location or branch they correspond to.
Hierarchical Task Analysis 2 - View News and Events from the UR-MU website
Pain points identified are:
Ambigious event information: Users struggle to differentiate which exhibitions belong to which branch or partner venue.
Disconnected booking flow: Viewing an event and purchasing ticket are treated as separated tasks, forcing users to repeat personal information and steps already provided.
03
Design Ideation
This phase marks the transition from research insights to tangible design exploration, focusing on two key activities:
(a) Parallel Design and (b) Participatory Design to establish a solid framework before progressing into high-fidelity prototyping.
Parallel Design
In this stage, we explored multiple design concepts to identify the most effective solutions or combine the strengths of each into a unified design
that best supports project objectives and user needs.
Three core screens were prioritised for exploration based on insights from preliminary research, each representing a key touchpoint in the visitor journey.
Participatory Design
Following the parallel design stage, a participatory design session was conducted with 5-6 participants from key user segments of the UR-MU Application.
The selected participants included: Gallery Visitors, Educational Institutions, Art Gallery Staff, and UX Experts.
Their feedback helped identify common patterns in content categorisation to ensure the final structure reflected both user logic and design consistency.
Therefore, the information architecture has formed to define the navigational hierarchy and content structure of the UR-MU Application in a logical grouping
04
The Prototype
Building upon insights from the design ideation phase, the prototype phase focused on translating validated design concepts into an interactive high-fidelity experience.
This stage aimed to visualise the complete user journey of the UR-MU Application, serving as both a design validation tool and a communication medium to demonstrate how the proposed improvements could address the pain points identified in earlier stages.
Style Guide
A shared style guide ensured visual consistency and alignment across the team, allowing the UR-MU Application to maintain a cohesive and scalable design across all screens.
High-Fidelity Mockups
The final interface was translated into a fully interactive high-fidelity prototype.
View in Figma
to explore user flows, transitions, and key design decisions.
05
Usability Testing
Usability testing was conducted to evaluate whether the redesigned UR-MU Application successfully met primary usability goals:
Efficiency, Memorability, and Subjective Satisfaction. This phase aimed to validate how well users could complete key tasks while
identifying areas for potential design refinement.
Participants were asked to complete the following tasks:
Create Account: within 3 minutes
Make a Booking: within 8 minutes
Get Directed to the Location: within 6 minutes
Browse, Interact, and Upload Image in Community Discussion: within 3 minutes
Outcomes
Every design outcome carries both strengths and opportunities for improvement.
The usability testing of the UR-MU Application revealed strong task completion rates,
along with valuable feedback highlighting areas that could be refined.
These insights reflect how users interacted with the redesigned interface in real scenarios,
uncovering both positive experiences and pain points to guide future iterations.
06
What I Learned?
Optimisation MSatters
Designing flexible pathways to accommodate different user goals and reduce redundant steps by unifying similar flows.
Accessibility Drives Inclusivity
Allows design to support all users, including those affected by environmental constraints or physical limitations for an equitable experience.
Clarity Over Assumption
Clear and descriptive button labels should be used to help communicate intent as users may interpret symbols differently.
