As part of a larger museum experience, in-gallery technology can help ‘visitors’ think in new ways and engage with different perspectives. However, technology also needs to meet ‘user’ needs for easy and intuitive interaction. While many institutions excel at studying their visitors’ goals and wants, traditional methods may fall short when the museum experience includes digital interfaces. In this presentation, Centralis' Kathi Kaiser and Tanya Treptow explore how in-gallery usability testing may address this critical gap in the museum evaluator’s toolkit. Drawing on examples from our studies at Chicago’s Field Museum and other immersive environments, we illustrate how evaluators can go beyond measuring visitors’ opinions to examining their actual interactions with digital technology, and how those interactions may contribute to or distract from their learning and enjoyment. This talk provides practical guidance for running in-gallery usability studies, including tips for recruiting participants, designing a test plan, recording sessions, and interpreting the findings.

1. Usability in the Gallery:
Missing Methods in the Museum Evaluator's Toolkit
@Centralis_UX November 22, 2014

2. Hi from Centralis!
2 @Centralis_UX

3. Museums
3 @Centralis_UX

4. Evaluating the Visitor Experience
Before the Visit After the Visit
Explorer
Experience
Seeker
Facilitator
Professional/
Hobbyist
Recharger
Pilgrim

5. Evaluating the Visitor Experience
What about during the visit…?
@Centralis_UX

6. In-Gallery Research Questions
Do they
want it?
Can they find it? Can they use it?

7. In-Gallery Research Questions
Questions about Discoverability:
• Do visitors know about it?
• Can they determine what it does?
• Can they uncover all its features?
• Can they find all the information for a
Can they find it?
given object or experience?

8. In-Gallery Research Questions
Questions about Usability:
• Can visitors interact with it?
• Do they understand how to tap,
swipe, pinch, zoom, etc.?
• Does it behave the way they expect?
• If visitors make a mistake, can they
recover from it?
Can they find it? Can they use it?

9. In-Gallery Research Questions
Questions about Usability:
• Can visitors interact with it?
• Do they understand how to tap,
swipe, pinch, zoom, etc.?
• Does it behave the way they expect?
• If visitors make a mistake, can they
recover from it?
Can they find it? Can they use it?

10. In-Gallery Research Questions
Questions about Desirability:
• Is it something visitors want to use?
• Does it enhance their overall experience?
Do they
want it?
Can they find it? Can they use it?

11. Risks of a Poor Experience
Desirability
Apathy
Discoverability Usability

12. Usability testing is seeing your experience
through your visitors’ eyes.
@Centralis_UX

13. 3 Simple Rules for Usability Testing
#1: Test with real users.
(Hint: that’s not you, or your colleagues)
@Centralis_UX

14. 3 Simple Rules for Usability Testing
#1: Test with real users.
#2: Give people tasks.
@Centralis_UX

15. 3 Simple Rules for Usability Testing
#1: Test with real users.
#2: Give people tasks.
#3: Ask questions (carefully)
@Centralis_UX

16. Got the tools…but what to fix first?

17. Desirability
Apathy
The Starting Point
Discoverability Usability

18. Techniques of Observation
What’s the Impact?

19. Techniques of Observation
What’s the Cause?
Q: What’s the Cause?
Let users help you. Help them think aloud.

20. Techniques of Observation
Q: What’s the Impact?
Let users fail. Prepare them first.

21. Case Study: Mobile Tours
@@CCeenntrtaralilsi_s_UUXX

22. Field Museum Mobile Tours
@Centralis_UX

23. Recording Equipment
@Centralis_UX

24. “Usability” Issues in Action
@Centralis_UX

25. “Discoverability” Issues in Action
@Centralis_UX

26. “Discoverability” Issues in Action
@Centralis_UX
Design Mindset:
Tour (specific)
Instructions (general)
Items on tour (specfiic)
User Mindset:
Tour (specific)
Instructions (specific)
Items on tour (specfiic)

27. Next Steps
Evidence Priority Revision

28. Don’t Forget to Diagnose the Good
@Centralis_UX

29. The Goal
@Centralis_UX

30. Questions?
@Centralis_UX