In this project, we again used the PATHS model, which involves five phases to achieve an effective intervention: Problem, Analysis, Test, Help, and Success. During the analysis phase, we observed visitor behavior and personally experienced walking through the Pier and participating in activities. Additionally, various visitors wore eye-tracking glasses while walking through the Pier. This allowed us to see exactly where they looked, what caught their attention, and what didn't, enabling us to identify strategic locations for effective communication. Lastly, we conducted interviews with visitors to better understand potential issues.
For example, during this problem analysis, we discovered that visitors didn't always feel 100% secure and had a sense that they needed to watch their belongings carefully. Unravel was challenged to reinforce this sense of security. We also found crucial opportunities to elevate the atmosphere, creating a spacious and tidy feeling on the Pier.
Following the analysis, we held brainstorming sessions and delved into the literature. During this phase, we explored the factors that would align the visitor experience with the Pier's core values. We answered questions like: What interventions will ensure comfort? What makes a visitor feel safe? And how can we create a contemporary atmosphere?
These sessions resulted in numerous recommendations, wherein small and subtle adjustments could shape a defining experience. For each recommendation, we explained the underlying psychological techniques and the expected impact of the change. This way, the Pier could concretely implement all the advice.
Combining eye-tracking, observations, and interviews, our behavioral psychologists pinpointed where the focus of the advice should lie.
We were able to advise on the optimal way to greet visitors, how playful elements could provide young visitors with a unique experience, and where to share information and where not to for maximum impact. With the eye-tracking data showing exactly where visitors looked, Unravel could also offer precise recommendations on how to layout the floor to guide visitors to an ultimate experience.