Thank you Robert. The references are great.
I hope to also identify examples of UX in practice at museums and how it is organized, which departments have oversight, etc. Might you have any recommendations for folks in either such positions at museums or whose institutions define UX in their work at-large?
I'd love recommendations of practice and organizational structure hat prioritize and recognize UX in museums.
Thanks in advance.
Cheers,
Sheri
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Sheri Levinsky-Raskin
Assistant Vice President, Research & Evaluation
Intrepid Sea-Air-Space Museum
New York NY
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Original Message:
Sent: 07-16-2019 06:52 AM
From: Robert Ford
Subject: How does your institution define 'User Experience'?
There is a large and active body of academic research on the related terms of customer experience and guest experience that can be easily found in the services marketing/management and hospitality literature by using a google scholar search using either or both terms. I offer a couple of examples below. For those interested and not near an academic library, Google Scholar will often (not always) have a pdf available with a click for articles of interest. Two of the three below have hot links to a pdf.
Hwang, J., & Seo, S. (2016). A critical review of research on customer experience management: Theoretical, methodological and cultural perspectives. International Journal of Contemporary Hospitality Management, 28(10), 2218-2246..
Rawson, A., Duncan, E., & Jones, C. (2013). The truth about customer experience. Harvard Business Review, 91(9), 90-98.
Kandampully, J., Zhang, T., & Jaakkola, E. (2018). Customer experience management in hospitality: A literature synthesis, new understanding and research agenda. International Journal of Contemporary Hospitality Management, 30(1), 21-56.
There are entire courses dedicated to this topic so enjoy your search. If you are near a college/university that offers a hospitality program or courses in service marketing/management give them a call as they can offer more suggestions.
Robert C. Ford, PhD
Professor of Management Emeritus
Department of Management
College of Business Administration
4000 Central Florida Blvd.
P.O. Box 161400
University of Central Florida
Orlando, Florida 32816-1400
Phone: 407-601-4616; Fax: 407-823-3725
Original Message------
Hi all - My institution is looking to define 'user experience (UX)' within its structure and operations. I am curious how your institution defines UX, how it incorporates UX into its varied activities, and how UX responsibilities are overseen.
For example, does your organization consider UX as part of visitor services, marketing initiatives, exhibits/education/public programs, or evaluation OR does it define it as an overall approach within which all of the above departments are a part cohesively?
If you are open to my being in touch with you to discuss more please let me know too. I am looking compile as many examples of organizational frameworks and structures.
Cheers!
- Sheri
--
Sheri Levinsky-Raskin
s.levinskyraskin@gmail.com
twitter: MusEdNyc
skype: s.levinskyraskin
Assistant Vice President, Research & Evaluation, Intrepid Sea, Air & Space Museum