The Whats, Whys and Hows of Guest Experience, Part 1

The following is an adaptation of a presentation I gave in September 2013 at the AZA National Conference as part of the session ‘Enrichment as Guest Experience.’ This is part one of two.

The guest experience is a critical component to any institution that aspires to educate the general public in a single visit.  Zoos and aquariums have a trick up their sleeve, however: the animals.  And as long as we optimize the connection between guests and the animals, the guest experience is elevated.  In order to ‘optimize connection,’ zoos and aquariums can and should use enrichment as a critical element of the guest experience. 

Zoos and aquariums are doing fantastic work across the country and around the world working on conservation, research and education programs.

With all of this great work, sometimes a critical characteristic of the institutions is overlooked: the Guests.  Zoos and aquariums are places for leisure and recreation.

They are places that people primarily visit for wholesome, family fun which means we have a captive audience, day in and day out, to which we can directly connect.  Because of that, we cannot overlook the fundamental aspect that keeps people coming back again and again…The Guest Experience.

Simply put, if guests don’t have a great time, they simply won’t come back.

What goes hand in hand with having a great time? Creating memories.  We have to always remember that we are helping our guests make lifelong memories.

Indulge me here.  Let’s take a moment to explore memory making.  Positive or negative, memories capture a moment in time, and influence future decision making.  A memory is truly a living portrait of an experience--and an experience that makes the most powerful memory has some very specific attributes.

1. It’s sensorial

There’s a touch, taste, smell, sound or sight associated with the experience.  Something that will bring you back to that moment in an instant.  For me, mothballs remind me of Spring Break at my grandma’s in Florida—doing homework at the kitchen table from the extra days off for the trip.  For some people, music is especially nostalgic…Weezer’s Undone (The Sweater Song) takes me back to dancing around my high school best friend’s living room.

2. It’s emotional

Happiness, love, fear, embarrassment are captured fully in memories.  Our happiest moments are easily remembered, of course.  But, on the flipside, trauma also sticks with us.  One of my earliest memories is of Santa—and of me, at 3 or 4 years old, hiding under the dining room table at my grandparents’ house clutching the table leg for dear life, tears streaming down my face, shaking in fear of the gigantic, loud, creepy stranger with a weird laugh sitting in my Pappy’s chair and eating our cookies.  Not cool, Santa.  Not cool.

3. It’s new

Our first time.  It sticks with us.  The experience of trying and failing, trying and overcoming.  The excitement of doing something for the very first time.  These are strong experiences that beget strong memories.  Even for seasoned professionals, that first snuggle with a snow leopard cub sticks with you.

Okay, so we get memory making in general, so next we'll talk about memory making—and thus experience--at zoos and aquariums specifically.  Check back soon for Part II.

A Different Animal Entirely

You want a little insight into me?  Check out my latest Blooloop.com rant about the inaccuracy and overuse of the word 'wild'.  It's controversial.  I promise.

DESIGNING ZOOS AT AZA 2013

I am happily on my way to the 2013 AZA National Conference in Kansas City tonight after a super crazy couple of weeks (and really months...).  I'll be speaking twice at the Conference this year.  Come see me talk about Guest Experience in the "Enrichment as Guest Experience" session on Wednesday at 2 pm,  followed by a brief presentation on the upcoming Lost Kingdom: Tigers at Tulsa Zoo co-presented with zoo director,  Terrie Correll,  at the "On the Boards" session on Thursday at 8 am.

Come see me,  applaud loudly,  and say hello afterward! 

The Greening of Zoos

A few years back, the PGAV Zoo Design Specialty Development Team worked through a group exercise examining the state of 'greeness' in zoos and aquariums.  At that time, these facilities seemed to be participating in green practices in a generally superficial manner.  Today, things are turning around, environmental responsibility is becoming a top priority, and some institutions are truly becoming green leaders--not only talking the talk, but walking the walk. In my most recent Blooloop.com post, I examine the state of green in zoos and aquariums today.  Check it out here.

Summer Exhibit Happenings

With longer days, kids off school, and weather that just begs for folks to roam outdoors, summertime is the busy season for the vast majority of zoos.  Because of that, many zoos target late spring early summer for exhibit openings, hoping to further entice veteran zoo-goers and first-time visitors alike.  Unlike recent years, June 2013 seems to have been an especially noteworthy month with a handful of new exhibit openings and a major ground-breaking. Seattle Aquarium's Harbor Seals:  The $6.5 million exhibit opened with a deeper pool and nose-to-nose viewing.

Oregon Zoo's Elephant Lands: The $53 million exhibit broke ground in June, and features 3.6 acres for the elephants with a 36,000 square foot barn.  Additional focus on enrichment with unique feeding stations, mud wallows and plenty of water access.

Shedd Aquarium's At Home on the Great Lakes: With a local focus, the new exhibit (part of the existing Waters of the World) brings attention to native wildlife and issues they face.  Features a Sturgeon touch tank.

Como Park Zoo's Gorilla Forest: The $11 million exhibit doubles the outdoor habitat for the Zoo's 7 gorillas to 10,000 square feet.  The yard is fully enclosed in mesh and features lots of nose-to-nose viewing opportunities.

San Diego Zoo's Conrad Preby's Australian Outback: The $7.4 million exhibit features a new facility for koala husbandry and viewing along with a variety of other Australian species.

San Diego Zoo's Conrad Preby's Africa Rocks: Officially announced in June, the Africa Rocks exhibit will feature three distinct habitat types housing over 50 species of small animals.  The Zoo is working to raise a total of $30 million.

New England Aquarium's Giant Ocean Tank: After $17 million in renovations, the 200,000 gallon tank features over 65 new pieces of acrylic to increase viewing of the new artificial Caribbean reef.

Greensboro Science Center's SciQuarium: The first inland aquarium in the state, the Science Center continues to redefine our notion of science-based experience with the opening of the $32 million, 22,000 square foot facility.

National Aquarium's Blacktip Reef: Officially opening in early July, the 260,000 gallon Caribbean reef exhibit will eventually be home to sharks in addition to its 75 other species.

Tales of Trails

By Trisha Crowe Until recently, the use of the word “trails” at zoos typically referred to pathways that allowed visitors to travel throughout a zoo to look at species in (relatively) small enclosures. Now through innovative design, some animals are able to access enclosed trail systems which are opening up a whole new world for them.  The trails afford them the opportunity to explore areas that were previously inaccessible from their smaller, standard exhibits.

Since this type of exhibit has only been implemented over the past few years, research regarding the impacts on the animal’s physical and psychological well-being is only in the early stages. Proponents of the animal trails have high expectations surrounding the benefits to both the animals and to the visitor experience. For one thing, many animals in the wild spend time in trees or above the ground. Overhead trails allow animals to be up higher than their human counterparts, which is believed to relieve stress in some species. These animals are also experiencing added stimulation from having a new perspective and new spaces to explore. While habitat areas in traditional exhibits may grow “stale”, allowing the rotation of species through the same trail system can also provide sensory enrichment and opportunities for animals to get more exercise, thus helping to avoid lethargy and stereotypic behaviors. For larger land mammals such as elephants, giraffes and hoofed mammals the trails provide more area to roam, which more closely resembles their natural habitat and allows for the expression of more “normal” behaviors.

These exhibit types also allow for more unique visitor experiences; from seeing the same animals in different places on the trail throughout the day to seeing entirely different species in the same area on different days.

Similar design ideas are taking off in a number of institutions; however the Philadelphia Zoo is in the midst of a ground-breaking effort to create an enclosed animal trail system that encompasses the whole zoo. Their plan has been created by CLR Design in Philadelphia along with renowned zoo designer Jon Coe. The following timeline outlines the Philadelphia Zoo’s trail-system plans:

2013. Treetop Trail will be extended down a main path to the primate reserve, intersecting a new children’s zoo and education center opening in the spring. A climbing tower will allow visitors to see the primates on the trail system at eye level.

2014. Another new trail will link the orangutan trail with the big-cat areas and later with a gorilla exhibit.

2015. A pilot trail for large land animals will connect the existing African Plains exhibits; allowing zebras, rhino, giraffe, hippos and antelope to rotate through one another’s exhibits.

2016. A new exhibit for hoofed animals that use the land trail system will open.

Listed below are other examples of trail-type exhibits that have either already opened or are under construction.

Cleveland. Elephant crossing at Cleveland Zoo is spread over five acres of lightly wooded grasslands, African Elephant Crossing. It features two large yards for roaming, ponds for swimming, expanded sleeping quarters, and a heated outdoor range.

Denver. Toyota Elephant Passage is a 10-acre area with six connected habitats and 100 animal-transfer gates managed in a central control center.  The 10 acres of varied terrain and 2 miles of interconnected trails, Toyota Elephant Passage “not only showcases Southeast Asia’s wildlife (including Asian elephants, one-horned rhinoceros, Malayan tapir, the fishing cat, clouded leopard and the Asian small-claws otters) but tells the stories of people and places in tropical Asia.”

Jacksonville. The Range of the Jaguar at Jacksonville Zoo is a 4.5-acre exhibit that features over 80 species of mammal, reptiles, fish, and birds representing the Central and South American habitat of the jaguar.

Louisville. The Islands Exhibit features endangered animals that are rotated through four habitats connected by transfer aisles to allow safe passage of species.

Louisville. Polar Bear Crossing at Glacier Run is just part of the large Glacier exhibit for the bears where they can also play in the 80,000 gallon pool, dive off rocks,and  explore dig pits.  The indoor Bear Alley exhibit in the center of town offers fun diversions for bears and visitors.

Washington, D.C. The National Zoo’s Orangutan Transport System, or “O” Line, allows orangutans to swing from or walk across plastic-coated steel cables among eight 50-foot towers placed between two buildings, a distance of 490 feet.⁹

Washington, D.C. Elephant Trail at The National Zoo aims to provide all elephants with indoor-outdoor access year round. The Elephant Community Center and Elephant Barn contain nine indoor living areas, or “suites.” The outdoor component of Elephant Trails contains seven enclosures, including four exhibit yards, two paddocks, and an Elephant Trek. Elephant Trails spans 8,943 square meters total. The indoor exhibit is 1,232 square meters and the outdoor exhibit is 7,711 square meters.¹⁰

Upcoming at Jacksonville Zoo...Land of the Tiger. Tigers will make their return to the Jacksonville Zoo in a new exhibit set to open in March of 2014. The exhibit will also include other Asian animals such as the critically endangered Viscayna warty pig and babirusa pig, Asian small-clawed otters and wrinkled and wreathed hornbills. The plan is to that there will be “seven new structures will be built for animal housing, guest viewing and event space.”¹¹

Trisha Crowe has been a team member in Pittsburgh, PA-area businesses focusing on design, planning and environmental issues for over 10 years. Trisha’s passion - and primary reason for completing her Master's of Landscape Architecture in 2010 - is zoo exhibit design.

Entertaining the Future, Part 2

What the Future Holds for Entertainment in Zoos and Aquariums

By Dave Cooperstein

I believe that there is a LOT of value in looking at examples of Show Productions outside the Zoo and Aquarium world, specifically Broadway and Vegas, because these attractions can teach us a lot about where we are headed…about where the future of Show Production lies.

In order to figure out what Tomorrow holds, we first need to look at Yesterday and Today.

Yesterday

When thinking about shows from 20 years ago (or longer), you’re really talking about what most people think of when they think of “Broadway”…a big budget musical, with a linear storyline, huge sets, elaborate costumes, maybe a few special f/x (but nothing outrageous), a big cast (usually), and lots of really great dialogue and/or songs. The focus was on the STORY and the CHARACTERS. These are the shows that Broadway was built on, and have stood the test of time over the decades. Think:

• “Hello Dolly!”
• “Oklahoma”
• “Cabaret”
• “Phantom of the Opera”
• “Les Miserables”
• “Avenue Q”
• “Hairspray”

To make a connection to the zoo and aquarium world, I would liken these types of “Yesterday” shows to early shows, where the focus was on the ANIMALS and their stories, at

• SeaWorld – Shamu, Dolphin, Sea Lion/Otter, Pet’s Rule
• Shedd Aquarium – Dolphin
• Classic Bird Shows

Today

In the past 5 to 10 years, and probably for the next 5 or 10, one of the big trends has been the incorporation of technology into theater. This is more than just a few special effects (like the turntable in "Les Mis", or the falling chandelier and floating candles in "Phantom"), but really the integration of technology into the entire production (music, props, sets, costumes, lights). It’s about Technology (Video Projection, Puppetry, Computer Lighting) infused into the storytelling. This is a trend that started a long time ago (more than 10 years ago) with shows like “The Lion King”, and has been taken to a new level with shows like those by Cirque du Soleil, which use technology as one of the main drivers of the performances (think “O”, which is done entirely over a giant stage pool).

Again, to bring this to the Zoo and Aquarium world, I would liken these to some of the more recent shows at:

• SeaWorld – “Cirque de lar Mer”, “Blue Horizons," “Believe” 
• Busch Gardens – “Katonga”
• Shedd Aquarium – “Dolphin Fantasea”
• Georgia Aquarium – “Dolphin Tales”
• Dolphinarium – “de Droom Wens”
• Indianapolis Zoo – “Dolphin Adventure”
• Animal Kingdom – “Festival of The Lion King”
• Animal Kingdom – “Finding Nemo, the Musical”
• Tokyo Disney Sea – “The Little Mermaid”

Tomorrow

So where is this headed? From all the trends that are happening, the future lies in integration of the two themes from ‘Yesterday’ and ‘Today’: Storyline and Technology.

At the very root of theater is the power of the story…that’s what brings the audience into the world of the characters, and compels them to stay involved with what’s happening on stage. That’s why shows of ‘yesterday’ have stood the test of time…the stories are just damn good. But it’s technology that leaves the iPhone/YouTube audiences of today slack-jawed. The marvel of seeing something happen on stage that you could never imagine, and that blows you out of your seat, is incredibly visceral. 

Shows that use technology to drive the storyline and make Personal Connections will transform the landscape of theater in the future. When technology becomes so integrated into the production that it almost begins to ‘disappear’, it’s the performers and their stories that become the highlighted elements. When that happens, the Story becomes the focus of the production, and personal connections begin to happen. Technology is totally integral to telling the story.

One of the best examples of this would be “Ka”, at the MGM Grand in Las Vegas which manages to use technology in spectacular ways that actually advance the storyline, and allow the actors and director to tell a story that they otherwise wouldn’t be able to tell.

This is a place where the attractions industry is almost ahead of the curve when compared to theater:

• Disney – “Turtle Talk with Crush”
• San Diego Wild Animal Park - Robert the Zebra
• Disney Fantasy – “Animation Magic” show @ Animator’s Palette Restaurant
• Disney California Adventure – Mr. Potato Head @ “Toy Story Mania”
• Sentosa Island – “Crane Dance”
• SeaWorld – “Turtle Trek” & Retail Orange

These are all attractions that use technology to tell the story in ways that create those Personal Connections with the guest. The audience has no choice but to be wrapped up in the storyline unfolding and becomes completely open to receiving the story or the message that is being delivered. And that’s how theater and show productions transcend expectations.

Read Part 1 of 'Entertaining the Future' here.

Dave Cooperstein is a Senior Creative Designer at PGAV Destinations, where he’s spent the past 15 years master planning zoos and aquariums, developing ride and show concepts for world-class theme parks, and designing for some of the most popular themed attractions around the country and the globe. He also writes for PGAV Destinations Blog, is an dad, architect, actor, storyteller, tech nerd, and card-carrying member of the International Jugglers’ Association.

The Future is Here: Tomorrow's Zoos Today

My second Bemusement post for Blooloop is up and live here.  Take a look and discover the growing trend that I feel will be one of the major innovations of zoos of the future.  Mysterious enough for you?  Here's a hint: I've brought it up several times on DZ before.  But this time, I used some really rad throwbacks as metaphors.  Check it!

SeaWorld's Take on Penguins

Over Memorial Day weekend, SeaWorld Orlando opened their biggest expansion to date, and it was all dedicated to our favorite aquatic flyer, the Penguin. 'Antarctica: Empire of the Penguin' incorporates a whimsical family ride with a deeply immersive animal exhibit.

We're not here to discuss the ride; we are here to celebrate the exhibit.  The space is chilled to the comfort of the birds at 32 degrees Fahrenheit.  Approximately 250 birds, including gentoo, rockhopper, adelie and king, occupy 6,125 square feet including a 170,000 gallon, 20' deep (amaze-balls!) pool.

The birds are treated to 20,000 lbs of snow a day blown in for their enrichment, comfort, and for experiential authenticity for the guests.  The lighting is also controlled to mimic the South Pole.

While my investigation is certainly not comprehensive, I believe this exhibit may be the largest penguin exhibit in the US, if not the world.  And, the pool may also be the deepest.  Certainly, the deepest I've seen, and it makes for some very exciting animal viewing.

The 4-acre project also includes a themed restaurant, offering up a selection of food inspired by the countries that originally explored Antarctica, as well as a retail shop.

The rockwork is pretty stunning, including some beautiful penguin bas relief.   A keen eye will spot the massive penguin hidden in the snowy rocks looming overhead...

For closer looks at the entire area, take a look at the following videos:

Penguins on Exhibit (3:30)

Theming and Culinary

Ride

Animal of the Month: Hippos

April showers bring May flowers, but here at DesigningZoos.com, April sea turtles bring May Nile hippos.  Naturally.

The latest fact sheet focuses on everybody's favorite awkward-on-land-but-fierce-in-the-water mammal: the Nile Hippopotamus.  Hippos live in groups of up to 30 animals and are extremely dangerous.  They spend their days soaking in the water, but stretch their legs on the riverbanks to graze in the evenings.  Because of this, DZ recommends you avoid that sunset walk along the banks of the Nile.  Learn other important facts by checking out the Animal of the Month entry, here.

Happy 5th Anniversary!

Designingzoos.com Celebrates 5 Years of Exploring Zoological Design

Holy cats!  I almost dropped my chai tea latte when I realized my very first post was five years ago today!  So many things have changed...I've celebrated a full decade with PGAV Destinations, lived at 8 different addresses in 4 different cities, facilitated four successful master plans, participated in the  opening of three new exhibit projects with two on their way soon, added a new fur baby and a collection of zoo and aquarium mugs, presented at three conferences, developed a professional development course for PGAV, became a blogger for Blooloop, wrote two novels, learned to play guitar and got a divorce.  Phew!  That's a lotta livin!  And through it all, I managed to find time to dedicate to this little blog.

To celebrate our five years, I thought it might be fun to revisit some of the 165 posts of Designingzoos.com (that's an average of almost 1 per week!)--in case you accidentally missed one or two!  And since it's our 5th anniversary, I thought I'd create some TOP 5 lists.

Top 5 Most Viewed Posts of All-Time

5. Multi-Disciplinary Integration...A Mouthful of Fun!

One of my personal favorites, this post explores a potential for the future of zoos--the merging of multiple tourism attractions into essentially a 'one stop shop' for edutainment.

4.  New York Aquarium Facelift?

Perhaps because its been a long-time coming, or perhaps because it's about a beloved institution, but this post has been a popular one with those seeking insight into the forever looming redesign.  After closing down due to extensive damage from Sandy, it is unclear to what extent the original plans will be instated.  However, with the Aquarium now partially reopened, they've promised to move forward with its sharks exhibit.

3.  Small and Sad: Dubai Zoo's Relocation on Hold Again

Similar to the NYA post, the constant promise and cancellation of this truly pathetic institution seems to be important to many readers.  Rumors are always flowing about this one, and the current rumor is the project is once again a go.

2.  The Next Zoo Design Revolution?

A highly controversial post generating wonderful discussion about the future of zoos.  I'd argue, five years later, novelty-based design is, in fact, now on the cusp of full implementation (see Glacier Run, conceived to keep animals and people surprised and engaged; and the myriad possibilities for integration of interaction, including but not limited to digital technologies).

1.  A Quick Lesson in Zoo Design History

The world must be full of history buffs! This post not only is the most viewed on DZ's site, but it has been viewed almost 3 times as much as the runner-up.  Must be the Google search 'Zoos as Jails.'

Top 5 Editor's Picks

5. Why Master Plan?

Sometimes you just gotta lay down some knowledge.  This post is favorite of mine, because it explains to zoo-goers and professionals alike what that mysterious term 'master plan' means and how a successful one is created.  I truly believe institutions must spend time developing a master plan, and this post tells you exactly why.

4.  Video Games Get It...Do We?

Wow, this is an oldie--but a goodie!  A fun read with some insight into my life outside of zoo design (and perhaps a hint into why my marriage is now defunct).  Reveals how designers often look at the world--getting inspired in the most unexpected places.  Although none of the design thoughts have been implemented in any way yet, tourism destinations are, in fact, starting to  use game design theory  to create experiences.

3.  Zoo Exhibits in Three Acts

Storytelling is such a buzzword these days, but it truly is crucial to the development of a good exhibit experience.  Once again, here I drew from an unexpected inspiration to provide insight into the art of zoo design.  Also, I love Black Swan.

2.  Elephant Ethics

Not often do I broach a truly controversial subject on DZ, but the unwarranted uproar of animal activists got me all in a tizzy and I had to address it.  This post is a not-so-strongly worded look at why zoo design can be a true moral and / or ethical challenge.

1.  Inspiring Kids to Become Activists (AZA 2012, Day 3)

This is by far my favorite post.  Not because it's ground-breaking or because it's so well written, but because the subject was so inspiring to me.  I've always struggled with whether or not zoo experiences are truly making an impact on conservation, and through the development of this piece, I subsequently discovered an actual, plausible methodology to do so.  Now, I just need a client willing to explore it with me...

Top 5 Site Visit Posts

5. DZ's First Zoo Review: The Mote Aquarium

My first and last zoo review.  A failed experiment in site visits, this post is constructively critical with interesting tips and design insights, but perhaps a little too harsh. I do enjoy revisiting the post, though, as it reminds me how far we've come.  And, I might add, how Mote has improved as well.

4.  DZ Visits the Lemur Conservation Reserve

Visiting with lemurs in Florida had to make the list!  What a special place helping to ensure the survival of some of my favorite species.  The post includes some specific information regarding sizing for holding buildings that may come in handy.

3. Lincoln Park Zoo: Defining an Urban Zoo

One of my favorite posts as I had an epiphany about exactly how to review zoos.  Subsequent to this visit, I also realized zoos come in one of four varieties: Urban Zoo, Suburban Formal, Suburban Park-like, or Natural Park-like.  I like to categorize things, so this was a nice moment for me.

2.  Minnesota Zoo: Be True to Yourself

Another great zoo review based more on 'the moral of the story is' rather than a critique.  I also just really loved the Minnesota Zoo and have a real soft spot for zoos trying to succeed in a cold climate.  Can't we get visitors to come in winter??  I think MZ's approach is just brilliant.

1.  Underdogs: The Appeal of the Small Zoo

This might be a cheat since it covers multiple zoos and is one of my most recent posts, but I really do love small zoos.  I love their design challenges--small site, small budget--and their big hearts.  Not all small zoos are good zoos, but those doing it right, should really be congratulated.

I sure do hope you enjoyed this walk down memory lane.  Cheers to everyone who's ever read the blog, especially those loyalists, to everyone who's ever helped me out with a contributing post or information, and here's to 5 more years!

If you would like to be a contributing blogger to DesigningZoos.com, please contact me using the form below.  I'd like to keep a once weekly schedule, but often don't have the time, so if you have something you'd like to share regarding zoo and aquarium design, I'd love to hear from you!

[contact-form][contact-field label='Name' type='name' required='1'/][contact-field label='Email' type='email' required='1'/][contact-field label='Website' type='url'/][contact-field label='Comment' type='textarea' required='1'/][/contact-form]

Animal of the Month: Sea Turtles

Great news!  I've added a page to the site dedicated to the Animal of the Month fact sheets. This month's addition: Sea Turtles!

You might know them as prototypical surfer dudes, but sea turtles are waaaaaay more than that.  Did you know the largest sea turtles are the leatherbacks reaching upwards of 7' in length while the littlest ones, Kemp's Ridley, can be less than two feet!  Sea turtles are mostly solitary, and females looking to lay their eggs typically return to the beaches where they were hatched.  Wanna know more, like how big to a pool to make for 5 greens?  Check out the Sea Turtles fact sheet here.

Aquarium Stats Resource

A colleague just shared this amazing resource with me, so I'm passing it on to you.  The Design Intelligence Almanac of Architecture and Design for 2013 lists North America's aquariums along with their size, cost and other information.  A great reference for collecting bench marking data--a critical first step in many projects.  

The link is also available on our Resources page.

Mammoths at the Zoo?

Recently, I was invited to guest-blog over at Blooloop.com's site, Bemusement.  Blooloop caters to the attractions industry as a whole, but is committed to increasing coverage of zoos and aquariums.  Because many of Bemusement's readers are unfamiliar with the vast challenges facing zoos on a day-to-day basis, I wanted my first post to serve as a backgrounder on zoos while also addressing an interesting and timely topic, de-extinction.  By examining de-extinction in the context of zoos, I found some interesting and unexpected corollaries between the two related, yet often ethically controversial, topics. Read my post at Bemusement here, and stay tuned for my monthly contributions.

Designing for Lemur Conservation

In follow up to my visit to the Lemur Conservation Foundation, a final year landscape architecture student has dedicated his senior capstone to the future planning of the facility.  Take a look at his work here: Conservation Is Our Middle Name: Meet Jabari Taylor.

Spring Giveaway!

UPDATE 5/13: Congratulations Milo! Springtime brings the colorful resurgence of warmth and the happy reminder that summer is just around the corner!  Springtime also brings smiles and sleepy bears emerging from their winter slumber.  Appropriately, the DesigningZoos.com spring giveaway is a signed copy of Else Poulsen's "Smiling Bears: A Zookeeper Explores the Behaviour and Emotional Life of Bears."

I met Else at the Bear Care Group's Advancing Bear Care Conference in 2011 where she shared her incredible wealth of captive bear knowledge.    She holds a bachelor’s degree in biological sciences, and has worked at the Calgary and Detroit zoos.  She is known internationally for her captive bear husbandry and rehabilitation. In 2000 she won the Zookeeper Research Excellence Award from the American Zoo and Aquarium Association’s Bear Taxon Advisory Group. She works as an animal management consultant for zoos, sanctuaries, wildlife rehabilitators, and other animal welfare groups and lives in southern Ontario.

Enter the giveaway by telling me about your favorite bear exhibit in the comments section below.  A winner will be chosen at random on May 12.

Underdogs: The Appeal of the Small Zoo

I’ve always been partial to the underdog.  Those whose beliefs and perseverance outweigh the skeptics' might by shear doggedness and tenacity.  Those tirelessly working to do right despite just scraping by. I’m one of those people who gladly buys the opening band’s CD despite not having anything on which to play it.  I always choose a local restaurant over a chain.  My March Madness bracket is upset city, and I never liked that Michael Jordan.

The same is true for zoos and aquariums.  Don’t get me wrong…I love the big guys and the top-notch experiences they offer.  Their excellence in care, leadership in conservation and education, and ability to fill a day with shows, thematic exhibits and fun activity; the star species and large, diverse collections they maintain.

by Patrick Owsley

But there’s just something about the little guys.  The ones caring for an oftentimes misfit collection of domestic goats, non-releasable hawks, three-strikes bears, confiscated leopards and donated snakes.  Those whose skeleton staff, supported by an army of volunteers, work 18 hour days and happily offer up their own home as an impromptu nursery or quarantine area.  Those zoos and aquariums whose budgets for capital improvements over the next 15 years barely equal the cost of a single exhibit at a world-renowned counterpart.  The little guys.  The underdogs.

So what constitutes an underdog zoo or aquarium?  It’s something I’ve been thinking about a lot lately, but on which haven’t truly come to a conclusion.  There’s something about its physical size—probably less than 35 acres; something to do with its attendance—maybe less than 100,000 annually; gotta’ include its capital expenditures, its market reach, its operating costs, its staff size and its collection size.  But, really, there’s always going to be exceptions.  What it comes down to is the feel.  Just good ole’ fashioned, gut feeling.  Like U.S. Supreme Court Justice Stewart famously said, “I shall not today attempt to further define {it}…But I know it when I see it.”

Binder Park Zoo (from Southwest Michigan Dining)

My love affair with the little guys probably began with my first real zoo job.  I spent an undergrad summer bumbling through the construction of a Colobus monkey exhibit, part of the huge Africa expansion at the Binder Park Zoo.   Flummoxed by construction documents my zoology classes hadn’t prepared me for, I found myself wandering the existing zoo grounds during lunches or after quitting time.  I remember most the intimacy of visiting prairie dogs, digging through their dirt pile exhibit, interacting with the talking ravens, housed in a welded wire mesh aviary, and the simple beauty of exhibits carefully located between the towering old growth trees of the Michigan zoo’s deciduous forest.  Even with the expansion, this zoo’s character is that of a walk in the woods; the African hoofstock and giraffes wandering the plains of a meadow that just happened to be there.

Similarly, the Central Florida Zoo, located just outside theme park mecca Orlando, takes advantage of its site to create more of an enhanced nature walk than the in-your-face, wholly man-made sensibility of a larger zoo.  Rusticity is embraced and forgiven in a setting where you might expect to spot a free-ranging and truly wild alligator or Florida panther lurking in the swampy woods of the zoo grounds.  This is a place where you know—from the moment you pull into the vehicular approach surrounded by the tunnel of live oaks dripping in Spanish moss-- to slow down, to take your time.  You can see it all and do it all.  There’s simply no rush.

Boardwalk and exhibits at CFZ

Despite the Central Florida Zoo’s lack of both pathway hierarchy and organization based on distinctly defined regions (which do in fact seem to be defining characteristics of a small zoo), you won’t get lost.  And so what if you pass by the porcupine exhibit two or three times in order to see the whole zoo.  He’s sleeping conveniently in a location where you can get a good, close look at him.  From the gravel parking lot and train ride outside the zoo gates to the elaborate spray pad surrounded by shaded seating, this zoo is quaint, and filled with an unmistakable sense of community.  In this region, so ostentatiously built for tourism, this little zoo provides an escape to normalcy and a place for residents (and tourists alike) to enjoy a quiet afternoon in nature with family.

Good sleeping spot, my friend.

Perhaps the most meaningful zoo design experience I’ve had is with the Big Bear Alpine Zoo.  PGAV’s partnership with the struggling Moonridge Zoo (as it is formerly known) began way back in 2005 when we interviewed in the beautiful San Bernardino Mountains in southern California.  The existing zoo, which was the result of many years of dedicated work rehabbing the regions’ animals devastated by negative human interactions, is located on 2 acres in the parking lot of a local ski resort.  The animals living here are non-releasable rehabs and confiscations, like Yoda, a Sawet owl, whose wing was amputated after being hit by a car.  The animals are well-cared for, but the physical Zoo itself does not reflect the level of care and the conservation / education significance of the facility.  Exhibits are chainlink and welded wire, crammed one after the other into its two acres.

Yoda from Big Bear Alpine Zoo

We were hired to create a master plan and eventually to the design a wholly new zoo on a larger site, but still on a tight budget.  And over the years, we’ve watched as the community support for the project has grown--despite bumps in the road.  One day, the new zoo will be complete; the animals will have spacious new homes, the visitors will have an enriching experience, and I’ll be absolutely humbled to have been a small part of making a difference for such a worthwhile institution.

Kit foxes released after care at Big Bear Alpine Zoo from BBAZ

So, for me, the appeal of small zoos and aquariums stems from the fact that it seems, as designers, we can affect change the most at these institutions.  These are facilities which rarely have capital for major physical changes.  Places with big visions, but limited resources.  These facilities need master plans not only for fundraising and planning purposes, but for the team building and strategizing they provide—for clarity of vision.  They need experienced consultants that can offer creative and low-cost solutions to design issues; provide guidance on guest experience.  Oftentimes, simple changes drastically affect the public perception of a place —and sometimes just the act of planning itself illustrates such commitment and resolve to achieve more that the zoo is elevated in the public’s eye.  Many of today’s powerhouses began as just ‘a small zoo,’ but with the support of the community, were able to grow slowly and steadily over the years.

Do not overlook the little guys.  Especially the little guys who’ve made the extra effort to become accredited by the AZA (or EAZA, IMATA, or AMMPA).  This is an amazing feat for an institution of any size.  And as we know, underdogs can impact the world just as mightily as the conventional leaders.  We just need to give them a chance.

Interactivity and Zoos

A recent article by Wayne LaBar, the founder and principal at Alchemy Studios, outlined some of the growing trends in interactivity in museums...and got me to thinking: Are these also trends we are seeing in zoos and aquariums? If not, should they be? Certainly, interactivity in experience and educational opportunities are important aspects of zoo design.  However, our industry may not lead the charge due to the simple fact that zoo visitors come to see animals primarily.  Interactivity adds to the experience, elevates the excitement, and could serve as an educational platform, but in the end, guests would be happy just getting to see animals.  Museums face a more difficult challenge in communicating often abstract concepts to their visitors without the benefit of a cute furry face, and thus seem to be the driving force of innovation on interactivity and interpretation in general.

Let's take a look at the current trends.

Tinkering – Making

Certainly one of the largest movements occurring in children’s museums and science centers is the creation of Tinkering or Making spaces. This is a movement that originates from the work done by Make magazine and their affiliated “Maker Faires.” (www.makerfaire.com) As museums witnessed the creativity and the direct interaction that the public has with STEM (science, technology engineering and math) content, an essential need for museums to attract audience and funding, Tinkering/Maker spaces are popping up in many places. A Tinkering space is a place where visitors are allowed to build, create and tinker with low-end technology, use real tools and explore the concept of making something. These are usually staffed spaces although some are trying to explore minimizing staff engagement. Often, special events, fairs and other programs are being held in connection with these spaces. A key aspect of this is that these spaces do not require extensive design and development schedules and costs. They are a marriage of exhibit and program, where the activity is more important than the environment. The Exploratorium with their Tinkering Studio (blogs.exploratorium.edu/tinkering/) , New York Hall of Science who hosts the NYC Maker Faire and issued a report (www.nysci.org/learn/research/maker_faire_workshop) , and the Pittsburgh Children’s Museum MAKESHOP (pittsburghkids.org/exhibits/makeshop) are some of the leaders in this endeavor.

This one is somewhat limited in zoos and aquariums.  I've heard about learning to basketweave or make jewelry and enrichment days where guests can make items for the animals (discussed further below), but generally the act of 'making' isn't the first thing that comes to mind when discussing the animal world.  However, it is an interesting topic in that part of our challenge in zoo design is to create empathy.  Many animals are, in fact, 'makers.'  Birds build all sorts of nests in a variety of sizes, shapes and materials.  Beavers make elaborate dams.  Primates make and use tools.  Even fish make nests!  Why not create stations where these things can be experienced and explored in zoos?

Collaborative Exhibits & Events

In the constant search for innovative (yet budget-conscious) exhibits and interactivity, museums are increasingly looking to create ways in which people can interact by engaging with artists, groups and community organizations. Exhibitions based on this approach tend to have interactivity that may be more experimental or short-term, perhaps built around a weekend event or happening. A benefit of this type of low-impact interactivity is the opportunity to try things that are different and not necessarily built to the fabrication and durability standards that would define more traditional exhibits. Additionally, by reflecting engagement with community groups and other organizations, the exhibit becomes more social, and the social networks of these organizations, both physical and electronic, become engaged with the exhibits and potentially become part of the exhibitions themselves. One place exploring this direction is the Santa Cruz Museum of Art and History. Check out their event at (www.santacruzmah.org/events/) and read Nina Simon’s article in the latest NAME Exhibitionist issue.

The growing trend of Enrichment Days are what comes to mind in relation to collaborative events.  Guests are encouraged to create and facilitate enrichment throughout the zoo, and in doing so, interact with keepers, docents and animals at a level not experienced on a normal trip to the zoo.  I'm very curious about the effect of these special days as they exist now on visitor experience and how we can build from the basic idea to expand in a more socially engaging way as indicated by LaBar.  Other events such as the now commonplace food / beer / music fundraising festivals (oftentimes called Zoofari) linger on the edge of being a collaborative event, but lack an integrated conservation / education message that could be leveraged during these gatherings.

New Interfaces

Certainly, an area that piques everyone’s interest in the interactivity field is devising new ways for people to engage with digital content or digital displays through more physical interfaces. We have seen a move away from the idea of keyboard-and-mouse to touchscreen to touch tables and now Kinect or Kinect-like interfaces. This outlines an evolution of the interface becoming more and more physical, more fully-body engaging and with more seamless physical/virtual experience. Over the past year, we have seen interest in new and innovative ways to engage people physically but also marrying that with digital content. Examples include the “Firewall” by Aaron Sherwood created in collaboration with Michael Allison, “Water Light Graffiti” done under the Digitalarti Artlab by the artist Antonin Fourneau, or the work done by  ART+COM. In part, this is driven by the need for museums to provide experiences that cannot be duplicated at home. The interface advances also reflect the evolution of museum experiences moving into the home. These marriages of art, computer, physical world and content create interactivity and experiences that can’t be duplicated on your Xbox.

Interfaces are all over the map in zoos and aquariums.  Partially due to the lack of budget and partially due to durability issues, zoos and aquariums vary in their usage of technology.  Aquariums, with their somewhat controlled indoor environment, seem to be much more willing to embrace such things as touchscreens (seen in Georgia Aquarium as far back as 2005) and full-body Kinect-like interfaces.  As technology moves forward--driving prices down and durability up, I am confident we'll see an increase in these creative interfaces not only for interpretation at zoos and aquariums but also as part of the general guest experience.

And what about the interactivity of animals and people?  This has been a growing trend in zoos and aquariums over the past decade with the increasing popularity of swim-with dolphins and sea lions, lorikeet nectar feeding and ray touches among many others.  These 'responsible' interactions are only going to become more prevalent.

Mobile Individuality

The world of mobile computing has been transformed over the past five years with the increasing size of and sophistication of smart phones, the acceptance of tablets, and the growing ubiquity of internet access through cellular plans or freely available wifi. Museums were quick to adopt these technologies as part of the visitor experience, and now they have become almost a necessary part of interactivity strategy for an exhibition or institution. Despite this, the field still struggles with what is the best way to use these technologies and how to integrate them into the exhibition form. For some collections-based exhibitions, they may be the principle interactivity, while a device at an interactive exhibition might actually be an obstacle to visitor experience. As our field continues to explore how to best apply new technologies, some of the more exciting experiments relate to how these devices might personalize everyone’s experience. For example, work is ongoing on enhancing personal instruction as part of school trips, accessing data through NFC technology, and integrating augmented reality into an experience. This personalization will certainly be another ongoing trend in interactivity over the coming year and beyond. Check out work being done at the Minnesota Historical Society in their Education Department with their new exhibition Then Now Wow (minnesotahistorycenter.org/exhibits/then-now-wow) with school groups talked about , The Australian Museum and the work lead by Lynda Kelly (australianmuseum.net.au/staff/lynda-kelly) and the Science Museum of London and their augmented reality with James May (www.sciencemuseum.org.uk/visitmuseum/jamesmay).

Similar to the interface issue, mobile media is on the cusp of exploding onto the zoo and aquarium front.  Most zoos acknowledge the desire to tap into this resource--the ability to enhance a visitor's experience through augmented reality as well as provide deeper educational options to those that are interested in lieu of physical graphics / signage--but are limited by the steep initial cost of development.  The upside to the cost, however, is once the initial programs are developed, costs are limited to content creation--the same as would be with any other technology, and the operational costs will be much less than most conventional (physical) content delivery methods.  Plus, content can be changed out immediately for a fresh and repeatable experience.

Lincoln Park Zoo: Defining an Urban Zoo

Character and ambience are often noticed subconsciously, defining the feeling of a place; contributing to the brand.  Most people recognize historical charm or modernist style, and may understand their predilection for a certain design aesthetic.  Oftentimes, these predilections are borne from a person’s associations with comfort and happiness, as in a childhood home or the neighborhood where two people met and fell in love. The same associations can be true in zoos.  Guests come to the zoo with a whole host of preconceived notions, from their ability to correctly identify a brown bear from a sun bear to their favorite hamburger toppings.  This means that, just like the many styles of residential homes, zoos also have a variety of styles--endearing themselves to some visitors, while disaffecting others.

Because zoos cannot be all things to all people, they must clearly define themselves.  And, as often is the case in architecture, taking a cue from their context (i.e. an urban zoo just north of downtown Chicago) may prove to be a well-received approach (although just as in architecture, juxtaposition from context may also be a successful strategy, i.e. the wilds of nature in the middle of New York City).

Lincoln Park Zoo is an example of using context as a guide for physical planning and aesthetic, and, in so doing, is the prototypical Urban Zoo.

Opened in 1868, Lincoln Park Zoo is one of America’s oldest, and its long history is reflected in its physical plan.  Nestled inside Lincoln Park, the zoo’s roots trace back to the addition of a pair of swans to a park pond, quickly followed by the acquisition of a bear.  As such, the zoo is a reflection of the 19^th century urban park in which it was derived with grand walkways, formal gardens and ornate buildings.

This was (and still is) a place to escape the congestion and grit of early city life.  A place to recreate with the family, to socialize with friends.  A place to take time, to stroll slowly, to enjoy the softness of a green lawn under bare feet.  This was an urban park that just happened to have animals.

Today, the Zoo is more than simply a ‘park with animals’.  And although the historic aspects have been maintained out of respect (and out of requirement--monetarily and preservation-wise), the Zoo has moved squarely into the 21^st century.  The Regenstein Center for African Apes is highly regarded around the country as a leading facility for gorillas and chimps in captivity, both in the physical design as well as the husbandry practices.

The Regenstein African Journey utilizes compelling visual storytelling and theming to transport Chicagoans to jungles and savannas in a rich indoor and outdoor experience.  Portions of the Small Mammal House are fully immersive and spectacular, and the Pritzker Family Children’s Zoo, including the indoor Treetop Canopy Climbing Adventure, is an inventive and playful walk through the woods, pairing physical play with small animal exhibits.

Alas, the historical nature of the Zoo does create challenges.  Despite renovations, many of the original indoor exhibits (termed ‘houses’ as in Lion House, Bird House, etc.) leave much to be desired.  The Kovler Lion House is especially depressing, with cage after small cage housing medium to large cats, including the namesake.  Although the indoor stalls do connect to outdoor exhibits, the negative perception from the indoor visual (and smell of years of stale cat urine) ruins any chance of a positive impression.  Similar in layout, but far less offensive, are the Bird and Primate Houses in which cages have been updated and refurnished and theatrical lighting added to soften the original historic nature.  The Zoo did cleverly reuse an old animal exhibit building, however, converting from its original use into a centrally located restaurant.

Additionally, the urban-ness of the Zoo is in itself limiting. Ironically, getting to the Zoo is somewhat challenging with $20 parking and no convenient L stop. The towering skyscrapers will never be hidden allowing a total escape into the wild. The 35-acre site is landlocked, and without acquisition from the neighboring park, will always fight for space with itself.  The historic buildings preclude demolition, and, in fact, the site itself may have historic preservation issues for future demolition, as has been the case in other zoos with bear pits and allees.

But the in the end, these limitations are what make Lincoln Park Zoo, Lincoln Park Zoo.  The history, the urban park-like setting, the city looming just outside the gates.  City-dwellers find solace in the escape, tourists appreciate the zoo for being apropos.  For its character, its ambience.  For being…so Chicago.

Balancing Education and Entertainment in Zoo Design

By Cray Shellenbarger Zoo design is as difficult a task as any.  We attempt to set criteria based upon needs of animals, visitors, zoo staff and zoo administrators.  One of the biggest issues I see is the balance between education and entertainment.  Zoos generally advertise themselves as promoting education and conservation, but as designers we cannot forget that a large number of attendees come to be entertained.   It is the job of the design team to educate the public about conservation and the individual animals in a variety of creative ways.  Oftentimes, it is better to be subtle with our techniques so that patrons do not feel that they are being bombarded with information.   I believe that by creating more immersive, interactive and technologically advanced exhibits we can achieve the goal of educating the public, and perhaps pick up a few added benefits along the way.

By creating an immersive, realistic environment for both the animal and the guests, the exhibit is passively conveying information.  By incorporating lifelike materials with ambient sounds and water as appropriate, the guest is gaining an understanding of the animal’s habitat and ultimately its place in the ecosystem.  The guest can be provided a few visual cues to make points, instead of being forced to read text.  These exciting elements may have a better chance of sticking with the guest compared to text that is often passed by.  Materiality is also very important in immersive environments.  By incorporating real rock, landscape or sand as opposed to murals or other less genuine methods, the guest can better understand the environment.  Obvious barriers can also inhibit the engagement between animals and guests.  Hiding these within landscape can add to the sense of immersion and, ultimately, optimize the educational experience.

Creating an immersive exhibit will provide the animal with a more natural environment.  Along with naturally appropriate enrichment techniques, we can begin to correctly portray the animal’s native behavior.  Enrichment ideas and any necessary training should avoid anthropomorphizing of animals as much as possible.  Many people associate animal’s behaviors with human behaviors and emotions when these, depending on the animal may be very different.

Along the same lines as immersive exhibits, I think it is of great importance to include as many interactives as possible.  Humans learn by doing.  If we can provide some kind of activity that indirectly exposes the user to information about animals or conservation it will be successful.  These can range from touch experiences to puzzle type exhibits.  I think that zoos see the importance in these now,  but by adding more, we can really enrich the educational and entertainment experience simultaneously.  A recent example is a high-tech exhibit touch screen wall at the Pittsburgh Zoo.

The last and arguably most important aspect is our fast growing mobile technology.  I think it is imperative that we begin to capitalize on the interconnectivity of nearly every zoo guest.  It is rare to see a visitor without a smart phone or tablet.  Some theme parks have already begun to incorporate applications that can be loaded onto these devices to engage and interact with the guest.  One example is the application that Sea World Orlando launched for its Turtle Trek attraction.  This interactive game allows users to portray the characters and create a personalized experience.

This idea can be utilized from more than one angle.  Ads and sponsorship could be incorporated to help cover the initial cost of launching as well as produce continued revenue generation over time.  The application could also help motivate guests to explore exhibits outside of the big attractors.  This would have an effect on guest flow, but could help balance the people per minute at any one exhibit.  Educational elements of this kind should be incorporated as well.  There are countless ideas that could be incorporated that could help balance education and entertainment while generating additional revenue for the zoo.

By building immersive, interactive, and technologically advanced exhibits, we can further engage the guest.  This engagement comes with the added benefit of conveying more knowledge while creating a more entertaining experience and generating revenue.  The emerging technology is a powerful tool that we should use to our advantage.  The Zoo is constantly advancing, both from a guest and business perspective.  The zoos of today are very different from 60 years ago, and they will no doubt be vastly different 60 years from now.

Cray Shellenbarger is from central Illinois and attended Southern Illinois University earning both Bachelor's and Master’s degrees in Architecture.  His thesis focused on human perception of space, specifically in regards to religious architecture.  In his short time at PGAV, Cray has worked on a variety of projects at PGAV including several animal habitats.  cray.shellenbarger@pgav.com