Museum App - Usability Study
Research Study Plan - Abstract
Project background: This app allows sponsors to schedule appointments and visitors to buy tickets for different events. It also aims to connect people to museums in the real world, make people realize how much museums have to offer, and eventually find new patrons.
Research goals:
Evaluate the clarity and usefulness of the app’s core tasks. Identify opportunities to streamline, merge, extend, or remove features or steps.
Uncover any unforeseen difficulties in completing tasks and gain a broader understanding of how users experience the product.
What are the questions the research is trying to answer?
Is the distinction between logged-in and logged-out flows helpful for visitors?
What can we learn, watching the user explore the app’s functions? (Qualitative)
Is the Guide useful?
Is the Calendar useful?
How clear and efficient is the flow for buying tickets or making appointments?
How about the menu? Too many points or good for a visual overview?
Actual Process of the Study
Welcome, and thanks for helping test this prototype!
This is an early version, so some parts may be abstract or use placeholder visuals. Certain choices (like day and time) are fixed for now — no worries if things feel incomplete.
You'll go through 7 short prompts. Please think aloud as you interact — share what you're seeing, expecting, or wondering. There’s no “right” way to do it — your honest reactions are exactly what I need.
🛡️ Data Security & Privacy
Your privacy is important to me. All recordings made during this usability test will be securely stored on Lookback.io and used solely for analysis to improve the app.
Recordings will not be shared publicly or included in any portfolio.
No real names will be used during analysis.
You will not need to provide personal information.
Lookback complies with data protection standards (including GDPR), and only you and I will have access to the recordings.
The recordings will not be downloaded or stored outside of the Lookback platform.
Want to explore first? (optional)
If you'd like to get comfortable before recording, feel free to explore the prototype here:
here, on this page ->
Ready? Let’s go.
Prompt 1: Without logging in, could you try to buy an entry ticket for the museum?
Prompt 1 follow-up: How easy or difficult was this task to complete? Is there anything you would change about the process of buying a ticket?
Prompt 2: Please log in as a “Friend” and try to buy an entry ticket for the museum.
Prompt 2 follow-up: How easy or difficult was this task to complete? Is there anything you would change about buying a ticket as a logged-in “Friend”?
Comparison Prompt: Please compare both user flows from Prompt 1 and Prompt 2. Which did you prefer, and why?
Prompt 3: Stay logged in as a “Friend” or log in as a “Friend” and try to find an event you’d like to join.
Prompt 4: Choose an event and complete the purchase. Then log out, please.
Prompt 4 follow-up: How easy or difficult was this task to complete? Is there anything you would change about this process?
Prompt 5: Please log in as a “Patron” and try to schedule an appointment at the museum. Then log out.
Prompt 5 follow-up: How easy or difficult was this task to complete? Is there anything you would change about making an appointment as a logged-in “Patron”?
(Prompt 6 see on the right next to Prototype)
Prompt 6: Try to find the menu and search for “Guided Tours.”
Then go back to the Homepage. Now try to find the "Guided Tours" without the menu.
Prompt 6 follow-up: How easy or difficult was this task to complete? Is there anything you would change about the menu’s structure or labeling? In which way was "Guided Tours" easier to find? Would a general search function be beneficial?
Prompt 7: What do you think the “Guide” tool might do?
What’s your first impression of what this tool is for?
If you're unsure or the tool doesn’t seem clear, feel free to skip this task. Your feedback, even if you're not sure what the tool might do, is still helpful!
Before you go, could you please complete a short questionnaire?
(study completed)
It takes about 2 minutes and helps me understand your experience better:
https://docs.google.com/forms/d/e/1FAIpQLSf-Z2bXpH4l_dc87Q4hZ4RnjhpYEaYZBjcWta5lVajxzWltmw/viewform?usp=dialog
Thank you so much for participating! Your feedback is incredibly helpful.
If you have any extra thoughts or ideas after the session, feel free to reach out:
📬 katharina.cembik@posteo.de
You're all set — thanks again for your time and help!
Results
For each session, I tracked every interaction in detail. Here's a full spreadsheet from one participant as an example:
Participant D – Usability Insights
“Seems to like the idea of the app.”
Tasks completed: 6 out of 6
Overall confidence: Moderate to high
Tech familiarity: Average (needed some visual cues)
Key Findings:
Scrolling and navigation weren’t always intuitive. Participant missed scroll cues and struggled to return to the homepage.
The “Friend” sign-in flow caused mild friction. Scrolling and button clarity on the sign-in page slowed progress.
The calendar was a hit. Participant appreciated that tickets were saved there and used extra features like saving to wallet.
Guided Tours were hard to find. The participant expected a clearer label or better sorting; the menu structure wasn’t fully intuitive.
The “Guide” tool was misunderstood. Assumed it related to calendar organization — purpose was unclear.
Notable Quotes:
“Calendar seems to save all my tickets — that’s good.”
“Look how many possible events are chooseable here!”
“Hard to find.” (re: Guided Tours)
Here’s a short overview of all identified patterns across all participants
Insight Identification
Based on the theme that the introduction and presentation of the “Guide” - Tool was not helpful, an insight is: To avoid confusion, the Guide should be presented when needed, or maybe removed. Maybe it’s easier to implement it in a higher developed prototype.
Based on the theme that purchasing tickets is not very obvious, an insight is: The Tickets or the program should be clear to recognize and of high hierarchy on the homepage. Labeling as an Event may not be clear.
Based on the theme that the sign-up placement may be wrong (very prominent) but poorly explained, an insight is: The sign-up should be popping up when needed, not to confuse the real purpose of the app.
For conclusions, please go back to the main page.