User Experience (UX) of Heritage Journeys: Design Taxonomy for Quality Measurement
User experience (UX) design is unsurprisingly challenging, specifically the classification of experience within a customer journey. It is vital that personal sentiment is described using practical quality measures. An experience journey is too broad a term to be easily used. However it is easier to measure the influence of various elements of experience design on a user’s opinion across a wider journey.
In this paper, a taxonomy of heritage experience design will be presented wherein improved quality measurement can be developed for user experience journey design. This paper draws on primary and secondary data to propose a taxonomy of user experience for quality measurement. The primary purpose of this framework is to guide experienced designers on choices to initiate high-quality user experience in a heritage context. Included are journey goals, organizational atmosphere, and technological, behavioral or economic biases. The taxonomy is also valuable to experience designers in specifying the scope of quality measurement and further to researchers in creating proposals for further study.
Empirical data was collected from a historical organization (Dorset County Museum) in the UK using semi-structured interviews. It was then analyzed using grounded theory techniques. The importance of user experience was highlighted and prioritized with respect to the journey design process.
KeywordsUser experience Taxonomy Quality measurement Quality of experience Heritage museum
This paper was supported by the iSEE project funded by Innovate UK. The participation of Dorset County Museum and contributions are sincerely appreciated and gratefully acknowledged.
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