Research on Smart Guide Service Design for the Macao Museum Cluster Based on the Kano Model

Yarong Zhuo; Jing Liu

doi:10.59528/ms.jdssi2026.0630a48

Authors

Yarong Zhuo Faculty of Innovation and Design, City University of Macau, Macau 0009-0003-3994-7998
Jing Liu Faculty of Innovation and Design, City University of Macau, Macau 0009-0005-1960-9777

10.59528/ms.jdssi2026.0630a48

Abstract

Museum smart guide services are currently shifting from information presentation within a single venue to service integration across multiple venues. Macao has abundant museum resources covering history and culture, art exhibitions, folk education, and other categories. However, visitors still face problems such as fragmented information, complex route decisions, and insufficient continuity among cultural themes when they visit multiple museums. To improve the guide efficiency and visitor experience of the Macao museum cluster, this paper takes the smart guide service for this cluster as its research object. It combines field visits, user interviews, and Kano questionnaire analysis to identify visitors’ needs in terms of route planning, information acquisition, and themed recommendations. The results show that the automatic generation of personalized visiting routes is the most sensitive basic function in the sample of this study, while preset themed routes have a certain potential to improve satisfaction. Notably, nonlocal visitors account for 92% of the sample, and respondents aged 18 to 30 account for 85.33%, indicating that the sample is clearly biased toward young nonlocal short-term visitors. Therefore, functions such as an elder-friendly mode, multilingual services, and local cultural participation should not be interpreted as confirmed needs of elderly users, local residents, or foreign visitors. In this paper, these functions are treated only as preliminary design concepts that require further testing with more targeted user samples. Based on the research findings, this paper proposes a service design scheme for the Explore Macao Museums app, which integrates venue information, cross-museum route generation, themed route recommendation, multilingual guidance, and elder-friendly interaction into one platform to reduce visitors’ pressure in terms of information search and route selection during cross-museum visits.

Keywords:

Kano model app-based smart guide museum cluster Macao cultural tourism

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Author Biographies

Yarong Zhuo, Faculty of Innovation and Design, City University of Macau, Macau

Yarong Zhuo, currently pursuing her master’s degree in design at the Faculty of Innovation and Design, City University of Macau. Her research focuses on smart cultural tourism service design, museum guide systems, and user experience optimization. Her work aims to improve visitors’ cross-museum experience through systematic and user-centered design approaches.

Jing Liu, Faculty of Innovation and Design, City University of Macau, Macau

Jing LIU, assistant professor at the Faculty of Innovation and Design (FIAD), City University of Macau. She obtained her Ph.D. in design studies from the International Design School for Advanced Studies (IDAS), Hongik University. She once worked as a research fellow at the International Design Trends Center (IDTC), Hongik University. Her research interests include design management, sustainable innovation, and design thinking.

Research on Smart Guide Service Design for the Macao Museum Cluster Based on the Kano Model

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References

Author Biographies

Yarong Zhuo, Faculty of Innovation and Design, City University of Macau, Macau

Jing Liu, Faculty of Innovation and Design, City University of Macau, Macau

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