Effectiveness of Self-Service Kiosks in the Museum Lobby

In August 2017, The Museum of Modern Art (MoMA) introduced kiosks in the Museum lobby as an option for visitors for ticket purchases. This kiosk project was a proof-of-concept research effort to understand visitors’ behavior and interest in self-service. In this lightening talk, we will share the goals of this project, quantitative results, successes, challenges, and the Museum’s longer term vision for self-service for core Museum functions such as ticketing.