A Case Study of Visitor Behavior with a Location-Based Storytelling App

Do museums truly understand how visitors behave with digital guides, and what managerial decisions follow from that knowledge? This case study reports findings from field pilot studies at the Museum of Islamic Art in Jerusalem, combining live observation of visitors using a storytelling app with location-based AR navigation and an AI chatbot. Walking beside individuals and small visitor groups, from young couples to families and seniors, we watched how people actually move, listen, and make decisions in the galleries: what captures their attention, what they ignore, how they respond when technology works seamlessly, and what they do when it does not. The pilot studies revealed clear patterns of engagement, but also recurring points of friction that no lab test would have exposed, with direct implications for managerial decisions on visitor engagement, content, navigation, and on-site support. The session turns these observations into practical guidance for designing, implementing, and managing digital museum experiences.

Notice

The program in the EXHIBITOR-FORUM will be translated into English or German by Video.Taxi AI. You have two options to follow the translation on site:

1. transcribed translation on your cell phone:
You can access the automatic translation in text form directly on your smartphone via the Video.Taxi website. If you have headphones, you can also follow the translation via them.

2. Translation via headset (beta version):
Headsets are available for translation as sound. Please contact our colleague at the headset issue desk.