Friday, April 05, 2019: 3:00pm - 3:50pm
Grand Ballroom
Professional Forum: What’s Holding Us Back? True Stories Of User-Centered Design
- Laura Mann, Frankly, Green + Webb USA, USA, Mark Andrews, Independent, USA, Alyson Webb, Frankly, Green + Webb ltd, UK, John Stack, Science Museum Group, UK, Emily Fildes, Science Museum Group, UK
User-centered design is well understood by digital teams but the entrenched patterns of working and habits of mind shaped by the physical museum context mean it’s still a significant struggle to build support for the things that matter most to our audiences. This will be a frank conversation about the opportunities and challenges three institutions have faced in becoming more user-centered. We'll look at how formative research methods and a user-centered design process has helped them gain insight into the behavior and needs of their online audiences, guide strategic choices and support data-informed decision-making. We'll also address the issues that have been most difficult and the barriers they continue to encounter.