Research Objective
Our research objective was to gain a deep and holistic view of museum users’ experiences.
To
achieve this, we
planned to gain insights into the props (the built environment and artifacts), the
people (the user’s personal
appeal to the space), and the processes (how the users interact with/within the
experience).
By investigating these interconnected categories, we hoped to gain well-rounded insights into the user
experience (summated into the following questions):
- What are the compelling factors that attract users to museums?
- How can we adapt museum spaces to better cater to the needs of users?
- How can elements of UX increase the positive impression of museums?
Sensitising
Our research participants were presented with sensitising materials in the lead up to our in-person
generative
research sessions. This was done in order to slowly allow participants to become more
introspective
and aware of their habits, making it easier for participants to assimilate into the generative sessions
by“triggering
creativity. By doing this, we were able to prompt deeper discussion and reflection on the experiences of our
users/participants during the sessions.
The topic for our sensitising exercises was on how people spend their downtime. This broad
topic was chosen as
it’s open-ended (to allow for more subjective responses) while still being related to our research topic
(museums).
The sensitising booklet consisted of 10 activities, split into 2 activities to be completed per day
for 5 days. These 10
activities were split into four main categories under the general terms of how people spend their downtime:
hobbies, staying at home, going out, and socialising with friends.
We ran a pilot test with of initial sensitizing booklet, finding that we needed to adjust
the
order of our
activities, make some instructions clearer, change the general aesthetic of the booklet and also add a
conclusion. The second pilot test was well received and looked more inviting to participants, so we ran with
that version (supplied below).
User Research - Generative Sessions
We ran 2 generative sessions with 9 participants in total. These sessions were a tool
through
which to hear
detailed and diverse information about the experiences of our target users, and consisted of two
activities
and group discussions. Within these sessions the participants could listen and bounce ideas off
of
each other,
leading to useful discussion, a consensus on pain points and highlights, and deeper insights into
the
user
journey.
Both the collage and cognitive map directly focused on the experience of museums. A large
range of diverse
stimuli (i.e. icons, pictures, words) were provided for each activity for participants to use as a guide
through which to describe emotions and experiences. In combination, the collage and cognitive walkthrough
were
used to highlight the main highs and lows of the museum experience among our participants (18-25
year old museum-goers).
The collage used a mix of literal and ambiguous words and images to spark creativity
and
aid with the participants' interpretation of the activity.
Participants were given 20 minutes to reflect and plot their experiences of museums overtime
before a
group discussion where they could share and explain further.
The cognitive map consisted of relevant but generic icons to be used as springboards
for
participants to
write and draw about their own experiences. We asked our participants to map out their last
museum
experience, from start to end, before another explanation/elaboration and group discussion was
conducted.