Alcuni misuratori di Performance nella pianificazione del miglioramento della fruizione museale attraverso metodologie di Service design: il caso del Museo Universitario di Chieti-Pescara

The author has detected and correlated some parameters observed in the Museum of the University "G. d'Annunzio" of Chieti and Pescara in the period 2010-2023: (i) the number of total visitors and (ii) the number of schoolchildren, (iii) the kilometers traveled by schoolchildren, (iv) the duration of visits and (v) the increase in the exhibition offer. In the face of a substantial stability in the number of visitors – both total and schoolchildren – there has been a clear decrease in the attendance of schools located at a greater distance from the Museum. The reason for this reduction has been identified in the fact that the Museum has tripled the exhibition surface and increased the accessible sections. This has caused an increase and diversification of the general public, but has simultaneously caused a significant lengthening of the time needed to complete a complete visit. The effect of this extension conflicts with the limited time that school groups can dedicate to external excursions, being tied to the respect of the times of return to the site. This has caused a significant decrease in school groups located at a greater distance from the Museum itself. The analysis of this scenario with Service Design methods leads to the formulation of two operational proposals, partly already implemented: (i) the organization of partial visits, chosen by school groups, in line with the needs of their educational programs (already organized through a specific catalog of the "museum's educational offer") and (ii) the activation of a new "daily visit" service, which in turn requires the activation of a refreshment point inside the Museum, so as to propose to the most distant school groups a postponed return, without compressing the travel time, allowing to extend the visit time.