“If our systems are so complicated, our buildings so illegible, that they require mediation… we are wasting everyone’s time. … If the only people who can comprehend what we are doing are the people who already know the secret passwords, who already have the map, the keys to the kingdom, we have failed.” Donna Lanclos, (The Anthropologist in the Stacks)
User experience analysis (UX) is a method of assessment that uses anthropological research methods to gain insight into how users actually behave, and insight into how users engage with a space or service. This type of assessment compliments quantitative data gathering (such as visitor counting and exit surveys) and qualitative data gathering (through interviews and focus groups). It can provide a deeper and more nuanced understanding of the impact on users of factors such as exhibitions layout and signage, of what catches people’s attention, and of how visitors move through spaces, what they value and what acts as obstacles to engagement.
While surveys can capture what people / visitors think, remember, or are willing to admit, UX analysis can reveal how people engage with us and use our spaces in a way which enables us to think about, and plan for, how we can improve our visitor experience. This full day training session will provide participants with an introduction to user experience analysis; hands on training and practice in three user experience analysis techniques; and experience of transforming the data gathered into insights and service design. The day is designed for people working in the museum and cultural sectors who have responsibility for visitor experience, visitor evaluation and survey design, and public engagement.
9:00 – 9:10 - Registration and coffee
9:10 – 9:30 - Introduction to User Experience Analysis (UX)
9:30 – 10:30 - Ethnographic Observation
10:30 – 11:00 - Observation practice feedback & Coffee
11:00 – 12:00 - Anthropological ‘interviewing’ techniques – cognitive mapping and love / break up letters
12:00 – 1:00 - Lunch
1:00 – 2:00 - Observation practice
2:00 – 3:30 - Idea generation techniques
3:30 – 4:00 - Tea
4:00 – 4:30 - Ideas to insights
4:30 – 5:00 - Insights to service design
5:00 - Ends
About the trainer
Dr Frankie Wilson is Head of Assessment at the Bodleian Libraries. She has extensive experience in applying a wide variety of assessment techniques (quantitative, qualitative and user experience), and in training others to apply them. She holds a Doctorate in the field of assessment, quality and culture change in academic libraries, and continues to be an internationally-known researcher as well as a practitioner.
Tickets are £50. Bookings can be made through the University's online store.