SERVICE TO THE CITIZEN AWARD WINNERS
Chief of Digital Product and Experience
G. MEMO SAENZ
As a member of the Customer Experience Professionals Association, and since joining the National Gallery, Martin Franzini has put customers first. As part of his digital transformation initiative to embrace the vision of a national gallery that is "of the nation and for the people,” the Gallery's digital product team introduced standards around user research and design for all digital products for visitors on-site and online.
Under Martin’s leadership, his team rolled out a new National Gallery of Art website (May 2021 release) that reflects the Gallery's mission of welcoming all people to explore and experience art, creativity, and our shared humanity. As a result of the new initiative, the team surpassed traffic records to the National Gallery of Art's website and bolstered its online presence with over 18 million page views for 2020 (a 30% increase over the previous year).
Martin has also developed a training curriculum for the growing team within the Digital Product and Experience team, including enrollment of team members in courses covering user experience design, product management, analytics certifications, service design, and more.
Additionally, during the COVID-19 pandemic, Martin and his team delivered public programming and resources to local schools and communities online, while schooling was conducted remotely during the COVID-19 pandemic. Martin is a true leader who keeps customers and citizens front and center in all he does.