My Role in Creating a Seamless User Experience
As a part of my work with the Hidden Gem team, we had Filuren as a customer. They needed user insights on their booking flow when booking theater for children in the age 4-6.
Filuren recruited five users who had children at that age and who either have been or have not been to the theater with their children.
Context
I had a meeting with our contact at Filuren who told more about their customers and what they wished more to gain deeper insight into. Filuren had got a new booking flow at the time where they needed more insights on the descriptions of the different plays and if the age limit was clear to the parents. Furthermore, they needed some more insights on what makes the different when a parent choose a theater play over e.g. the cinema or other children friendly activities.
Process
My team member and I planned one day where we had the five interviews and tests in a row. For this test and interview, I created a semi-structured interviewguide and for the test part I created scenarios based on whether the user knew about Filuren or did not knew about Filuren.
My team member made sure to write some notes during the day and I held the interview with each of the users. With all five users we started to ask them about which activities they choose to do with their children and why. After that we continued to test the bookingflow.
Important findings
When we analyzed all the interviews we had that day we quickly became aware of the overall result of the test (translated below):
“At gå til børneteater foregår på barnets præmisser, men på forældrenes initiativ”
Translated, this means that being at the childrens play at the theater is on the terms of the children but by initiative of the parents. Based on this overall result, we came up with a list of improvement proposals and recommendations. We could also see some themes in our findings. These themes was; user friendlyness, aesthetics, knowledge about Filuren and theater for children in general, and missing visibility; marketing, stories and prejudice.
Hand-over to Filuren
Our contact at Filuren needed this in writing in a report so she could show and explain it to the rest of the team there.
We created a whole report and you can see a part of it here (in Danish).
