Hybrid user experience (UX) modelling in a heritage setting

Abstract

Visitor expectations continually evolve as new forms of technology mediate ever more personalized interactions, not only within the museum, but also virtually around the physical environment. Designing visitor journey experiences that support visitor heterogeneity are complex. Consequently, it is difficult for museum management and collection managers to respond effectively in their design of heritage experiences. Understanding human behavior at scale is challenging, often explored in other disciplines by simulating generic process models and scenarios. Creating experiences for cultural heritage persona remains a challenge because no clear methodology currently exists. This paper proposes a methodological framework supporting museum and collection managers in their design and simulation of heritage experiences. Clear classification of visitors and journeys is undertaken at the outset. Journey mapping is used as a modeling primitive for both agent and system dynamic modeling.

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