Case Study
Diriyah Gate Development Authority
Diriyah Gate Development Authority
Overview
Studying the World’s Museums to Redefine Local Experience
The DGDA team in Saudi Arabia wanted to understand what makes leading international museums feel so effortless and inspiring, particularly in the way they guide visitors and integrate digital touchpoints. My role was to conduct a deep customer experience analysis across fifteen global museums and distill what lessons could inform future visitor journeys in Diriyah. The entire process took 2 weeks to complete.
Client
Diriyah Gate Development Authority
Year
2024
Services
CX Design • Artificial Intelligence • Research
Overview
Studying the World’s Museums to Redefine Local Experience
The DGDA team in Saudi Arabia wanted to understand what makes leading international museums feel so effortless and inspiring, particularly in the way they guide visitors and integrate digital touchpoints. My role was to conduct a deep customer experience analysis across fifteen global museums and distill what lessons could inform future visitor journeys in Diriyah. The entire process took 2 weeks to complete.
Client
Diriyah Gate Development Authority
Year
2024
Services
CX Design • Artificial Intelligence • Research
Section
I began with a simple “arrive–experience–leave” model. With guidance from my manager, I scaled it into a 9-stage journey framework to capture nuance end-to-end.
The Research
Each step of the customer journey for each of the 15 museums (141 stages total) was meticulously logged, with screenshots from Google reviews, TripAdvisor reviews, Youtube videos, and Reddit posts.
AI Integration
I then used a Chrome extension to scrape thousands of Tripadvisor reviews for all 15 Museums.
I then fed each of these documents into Claude and asked it to generate a
Section
I began with a simple “arrive–experience–leave” model. With guidance from my manager, I scaled it into a 9-stage journey framework to capture nuance end-to-end.
The Research
Each step of the customer journey for each of the 15 museums (141 stages total) was meticulously logged, with screenshots from Google reviews, TripAdvisor reviews, Youtube videos, and Reddit posts.
AI Integration
I then used a Chrome extension to scrape thousands of Tripadvisor reviews for all 15 Museums.
I then fed each of these documents into Claude and asked it to generate a
Interested in working together? Call me.
Interested in working together? Call me.
Interested in working together? Call me.