NHM NFC-Enabled Interactive Exhibits

We Conducted 11 Interviews & On-Floor Observations In The Field

Visitors claimed to want more information but consistently abandoned text-heavy kiosks within seconds. Passive reading had no incentive — visitors needed an active reason to engage.

Insights

As a team, we then analysed this data by creating an affinity map and two distinct personas with accompanying scenarios and high-level user journey maps to identify specific pain points and design opportunities.

Opportunities & Requirements

We identified various opportunities and requirements for our design, which ultimately defined the direction we took.

1. Revamping the kiosks to cater to users' needs and requirements. This must be designed with the physical flow of users moving through the museum with a time limit. Use identified kiosk design patterns to improve usability.
2. Give a reason for users to interact with our design. They need a reason to walk away feeling like they found out something new.
3. The design cannot interfere with the exhibit in any way. It must remain utilitarian.

"How might we replace the passive act of reading about an exhibit with an active reason to stay — without turning the screen into the main attraction?"

Decision #2

Signalling a Quiz Gives Visitors a Reason to Actually Read

The interface gamifies the reading experience. The home screen breaks content into scannable chunks that prime visitors for an upcoming timed quiz — because the challenge is signalled from the first tap, passive reading becomes active preparation. Maximum read time in testing was 25 seconds. Combined with the 30-second quiz window and a short buffer, the full session stays within the 90-second cap.

Decision #3

An NFC Wristband Sidesteps Phone Fatigue — Tap In, Tap Out, Done

Survey data showed visitors avoid scanning QR or NFC tags with their phones. Rather than forcing a download or requiring a personal device, we issued a dedicated physical token instead.

My teammate Dominique originated the concept and developed the core interaction model. We refined it together, anchoring it to the tap-in/tap-out motion used on London transport gates. No unlocking required. One tap starts the session; one tap collects the reward.

Decision #4

Two-Tier Rewards: Participation Stamps for Trying, Prestige Badges for Correct Answers

A two-tiered stamp system gives everyone something for taking part, while reserving a prestige badge for the correct answer — giving visitors a reason to actually try rather than guess.

Decision #5

A 90-Second Session Cap and Idle Reset Keep the Queue Moving

Observation showed queues forming behind popular screens, making users anxious and pushing them to rush or abandon. Two session rules address this.

First, the quiz is a single rapid-fire question. Combined with a 30-second time-box and the 25-second maximum reading time, the full interaction stays under 90 seconds. Second, an idle reset handles visitors who walk away without tapping out — a 15-second inactivity countdown hard-resets the kiosk for the next person.

Mid-Fidelity Testing & Rethinking Our Design

We tested the mid-fidelity wireframes with five participants to validate the core mechanics. Three problems needed fixing before visual design started.

First, the 20-second timer caused panic. The original time-box was too aggressive, producing rushed errors.

Second, a digital 'Finish' button broke the mental model. Users were confused by a digital button at the end of the flow — it contradicted the physical tap-in/tap-out transit model they already understood. Removed entirely in hi-fi, making the wristband tap the final action.

Third, users confused hardware and software. Mid-fi screens included an NFC scan icon. Users tapped the screen glass instead of the physical reader, wasting their interaction window.

Hi-Fi Testing Found 45 Seconds Was Too Long — 30 Seconds Was the Sweet Spot

To fix the 20-second panic from mid-fi, I ran a solo round of usability testing on the hi-fi prototype — initially bumping the timer to 45 seconds based on the mid-fi data.

Users filled the full 45 seconds, lingering at the screen. A second iteration dropped it to 30 seconds. That gave enough time to answer without feeling rushed, and enough pressure to stop dawdling.