Research

Design Pattern 2

Name

Methods of gathering user feedback on an interactive tour via mobile technology.

Summary

The collection of user feedback is vital in evaluating the success of an interactive tour and in driving future technical and pedagogical development. The amount and quality/usefulness of feedback given will depend on the users attitudes to the interactive content and the ease of use of the app/tool; how and when feedback is requested will also be an influence.

Problem

How to collect user feedback from within the tour app/online tool in order to gauge the success of the tour and provide suggestions for continued improvement.

Forces

The need to gain user feedback

The users’ ability to provide feedback

The users’ willingness to provide feedback

The users’ tech skills

The users’ interest in the content

The desire to improve and develop the tour

Context

Users of an interactive tour tool/app make use of its interface on a mobile device to gain access to the resources it presents and interact with the features, which provide an educational experience related to the current location on the tour. Whilst using the tool/app, users engage with the content based on how useful, interesting and entertaining they perceive it to be, and how easy the app/tool is to use/navigate. The opinions of users formed at the time of usage of the tool/app can provide valuable insights into the effectiveness of the interface and content, thus driving development.

Origins

The requirement to collect feedback from visitors and specifically users of the tour app/tool originates from the need to assess the effectiveness of what has been produced to entertain and educate them. Feedback is also regarded important with regards to further improvement or development of the tour.

Material

Location or setting depends on the type of interactive tour - e.g. local area, building etc. There may be complete freedom of movement for visitors or a set path on which to follow the tour.

Visitors will have the opportunity to use mobile devices on which the interactive part of the tour is delivered.

Social

The visitors to the tour who use the interactive app/tool are the protagonists. Visitors may be individuals or in groups such as school parties or special interest groups. Age ranges may vary from children to senior citizens.

Intentional

The visitors have the desire to access information regarding the tour either for educational benefit or personal interest. They will use the interactive app/tool if they see it as beneficial or adding something to the tour due to its interactive content. They may be keen to give feedback on what they have seen/used, or they may have no inclination to do so.

Solution

The obvious solution to gaining feedback from an interactive tour is to build some sort of feedback mechanism into the tool/app, and prompt the user for their input at a relevant point in the tour. This could be a simple questionnaire/response form for specific types of feedback, or social media led response via twitter or facebook, for example, directly to a specific hashtag or page/group for more general feedback.

Pedagogical aspects

Feedback from visitors regarding content can give rise to greater, more enriching educational content as additions can be made to the app/tool. Enhancements can allow users to investigate further into the subject matter, or discover new ways of accessing educational information.

Technical aspects

Feedback from visitors on the delivery of educational content may enforce greater utilisation of available technologies as part of future development. Some users will typically expect the use of the most up to date technology and voice these opinions in feedback given.

Examples

The Freedom Tour: A Mobile App Case Study

References

nancyeproctor (2013). Marketing The Freedom Tour: A Mobile App Case Study. [online] Wordpress.com. Available at: https://mobileappsformuseums.wordpress.com/2013/05/09/marketing-the-freedom-tour-a-mobile-app-case-study/ [Accessed 8 Jun. 2019].