Designing for the customer experience • Enhancing the learner journey through the use of mobile apps
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Designing for the customer experience• Enhancing the learner journey through
the use of mobile apps
Designing for the user experience• Enhancing the learner journey through
the use of mobile apps
In this presentation we are going to consider;• The CONTEXT for including an app to
enhance the user experience (UX)• How to PLAN the brief for
commissioning an app development project
• How to PROMOTE heritage values beyond the visit experience
Context: Who are the targets users?
18-35 year olds
Context: App versus mobile/responsive website
• Both are designed for use on a smartphone
• Both are updatable• Both are resource
rich virtual environments
Similarites
Context: App versus mobile/responsive website
• An app does not require a wifi connection
• An app is faster and can use smartphone native capabilities
• An app can be used to gather valuable customer experience data
Differences
Context: Development costs
Context: Smartphone usage: Apps V Web
Context: Mobile usage. Smartphone V Tablet viewing
Context: Some examples of apps for Heritage
…another one
… and another one
… and another one
Actually, that’s enough context
Planning: The three ‘P’s• PROBLEM – how can a collection
of artifacts and/or values be communicated to an audience?
• PEOPLE – who are the target user audience and how do they communicate with the world
• PROJECT – how can a chosen mode of communication be used to enhance the user experience (UX)?
Not counting the one in Planning
Planning: Storytelling – combining logic with emotion
We hear statistics but we feel stories
Planning: Storytelling
What are your narrative threads?
(UX)
Narrative Visuals
InformationEn
gage
EnlightenExplain
Planning: The storming of the brain
Grouping content into themes or narratives
The mapping of the mind?
Planning: The storming of the brain
Functional grouping to navigate content
A personal journey through a
collection?
Planning: The storming of the brain
A set of themed journeys
I remember how I built
this museum?
Planning: Wireframing
Professional development
Planning: Wireframing
Interacting with exhibits
… almost done
To infinity and beyond….
Promote:
Datamining
Promote:
Datamining
• Data analysis enables the owner to model, test, and classify user behaviour
• Predictive forecasting enables the owner to make improvements based on user behaivior
Promote: Extending the user experience
Consistent continuing compelling experiences
Promote: Extending the user experience
Datamining
• Push notifications let your application notify a user of new messages or events even when the user is not actively using your application.
Promote: Extending the user experience
predictive
• Push notifications
“We noticed you are back again. Would you like to see what’s new?”
Planning: Testing Fundamentals
• Does this app give me value?
• What about the usability factor? Is it easy to use?
• Is it appealing to the eyes and pleasant to use?
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