Enviar pesquisa
Carregar
IMC_Cinemas_Group_Project
•
1 gostou
•
477 visualizações
M
Maura Hickey
Seguir
Denunciar
Compartilhar
Denunciar
Compartilhar
1 de 84
Baixar agora
Baixar para ler offline
Recomendados
Crowdsourcing & Nichesourcing: Enriching Cultural Heritagewith Experts & Cr...
Crowdsourcing & Nichesourcing: Enriching Cultural Heritagewith Experts & Cr...
Lora Aroyo
Mobile Trends and Services for Libraries
Mobile Trends and Services for Libraries
Meredith Farkas
Europeana GA 2016: Harnessing Crowds, Niches & Professionals in the Digital Age
Europeana GA 2016: Harnessing Crowds, Niches & Professionals in the Digital Age
Lora Aroyo
IMC_PPT - COMPLETE 11 DEC
IMC_PPT - COMPLETE 11 DEC
Maura Hickey
A Digital Marketing Strategy for Spotify
A Digital Marketing Strategy for Spotify
Maura Hickey
How to use haiku deck
How to use haiku deck
Rynolf
Study: The Future of VR, AR and Self-Driving Cars
Study: The Future of VR, AR and Self-Driving Cars
LinkedIn
Hype vs. Reality: The AI Explainer
Hype vs. Reality: The AI Explainer
Luminary Labs
Mais conteúdo relacionado
Destaque
3 Things Every Sales Team Needs to Be Thinking About in 2017
3 Things Every Sales Team Needs to Be Thinking About in 2017
Drift
What Makes Great Infographics
What Makes Great Infographics
SlideShare
Masters of SlideShare
Masters of SlideShare
Kapost
STOP! VIEW THIS! 10-Step Checklist When Uploading to Slideshare
STOP! VIEW THIS! 10-Step Checklist When Uploading to Slideshare
Empowered Presentations
You Suck At PowerPoint!
You Suck At PowerPoint!
Jesse Desjardins - @jessedee
10 Ways to Win at SlideShare SEO & Presentation Optimization
10 Ways to Win at SlideShare SEO & Presentation Optimization
Oneupweb
How To Get More From SlideShare - Super-Simple Tips For Content Marketing
How To Get More From SlideShare - Super-Simple Tips For Content Marketing
Content Marketing Institute
A Guide to SlideShare Analytics - Excerpts from Hubspot's Step by Step Guide ...
A Guide to SlideShare Analytics - Excerpts from Hubspot's Step by Step Guide ...
SlideShare
How to Make Awesome SlideShares: Tips & Tricks
How to Make Awesome SlideShares: Tips & Tricks
SlideShare
Destaque
(9)
3 Things Every Sales Team Needs to Be Thinking About in 2017
3 Things Every Sales Team Needs to Be Thinking About in 2017
What Makes Great Infographics
What Makes Great Infographics
Masters of SlideShare
Masters of SlideShare
STOP! VIEW THIS! 10-Step Checklist When Uploading to Slideshare
STOP! VIEW THIS! 10-Step Checklist When Uploading to Slideshare
You Suck At PowerPoint!
You Suck At PowerPoint!
10 Ways to Win at SlideShare SEO & Presentation Optimization
10 Ways to Win at SlideShare SEO & Presentation Optimization
How To Get More From SlideShare - Super-Simple Tips For Content Marketing
How To Get More From SlideShare - Super-Simple Tips For Content Marketing
A Guide to SlideShare Analytics - Excerpts from Hubspot's Step by Step Guide ...
A Guide to SlideShare Analytics - Excerpts from Hubspot's Step by Step Guide ...
How to Make Awesome SlideShares: Tips & Tricks
How to Make Awesome SlideShares: Tips & Tricks
Semelhante a IMC_Cinemas_Group_Project
Intro to Digital Storytelling (shorter version)
Intro to Digital Storytelling (shorter version)
Amy Goodloe
LoCloud - D1.3 Content and Metadata Analysis
LoCloud - D1.3 Content and Metadata Analysis
locloud
Con vox
Con vox
convox
KTN Guide to European Commission H2020 programme for creative businesses
KTN Guide to European Commission H2020 programme for creative businesses
The Knowledge Transfer Network Creative, Digital & Design
IT-Shape 8. Newsletter
IT-Shape 8. Newsletter
IT Shape
Coordination in Virtual Organizations of Research and Development
Coordination in Virtual Organizations of Research and Development
Sociotechnical Roundtable
mobileYouth trends download: Droidettes - will teens drive Android?
mobileYouth trends download: Droidettes - will teens drive Android?
Graham Brown
Mad venture program synopsis
Mad venture program synopsis
AP DealFlow
How to design and market the next generations of Autonomous Domestic Mobile R...
How to design and market the next generations of Autonomous Domestic Mobile R...
Kasper Birkelund
TECHNOLOGY ACCELERATING INFRASTRUCTURE DEVELOPMENT FOR ATTAINING THE NIGERIAN...
TECHNOLOGY ACCELERATING INFRASTRUCTURE DEVELOPMENT FOR ATTAINING THE NIGERIAN...
itnewsafrica
504 syllabus sp 2010
504 syllabus sp 2010
loraevanouski
Data Insights - sentiXchange
Data Insights - sentiXchange
Akshay Wattal
The Future of Employee Research Report
The Future of Employee Research Report
Silverman_Research
Character Design Co-creation Toolkit for Children
Character Design Co-creation Toolkit for Children
dhanha
Referee letter Alumni Relations Officer
Referee letter Alumni Relations Officer
Andrea Gonzalez-Cumunel
Fingerprint Biometrics - The link between the analog and digital you - IDEX
Fingerprint Biometrics - The link between the analog and digital you - IDEX
IDEX ASA
Purdue Re:Course Baseline Summary July 2016
Purdue Re:Course Baseline Summary July 2016
Ed Morrison
How Cross-Organizational Cooperation on AI lead to changes in Norway
How Cross-Organizational Cooperation on AI lead to changes in Norway
World Appreciative Inquiry Conference 2012
Affective Publics
Affective Publics
Zizi Papacharissi
Affective Publics
Affective Publics
Zizi Papacharissi
Semelhante a IMC_Cinemas_Group_Project
(20)
Intro to Digital Storytelling (shorter version)
Intro to Digital Storytelling (shorter version)
LoCloud - D1.3 Content and Metadata Analysis
LoCloud - D1.3 Content and Metadata Analysis
Con vox
Con vox
KTN Guide to European Commission H2020 programme for creative businesses
KTN Guide to European Commission H2020 programme for creative businesses
IT-Shape 8. Newsletter
IT-Shape 8. Newsletter
Coordination in Virtual Organizations of Research and Development
Coordination in Virtual Organizations of Research and Development
mobileYouth trends download: Droidettes - will teens drive Android?
mobileYouth trends download: Droidettes - will teens drive Android?
Mad venture program synopsis
Mad venture program synopsis
How to design and market the next generations of Autonomous Domestic Mobile R...
How to design and market the next generations of Autonomous Domestic Mobile R...
TECHNOLOGY ACCELERATING INFRASTRUCTURE DEVELOPMENT FOR ATTAINING THE NIGERIAN...
TECHNOLOGY ACCELERATING INFRASTRUCTURE DEVELOPMENT FOR ATTAINING THE NIGERIAN...
504 syllabus sp 2010
504 syllabus sp 2010
Data Insights - sentiXchange
Data Insights - sentiXchange
The Future of Employee Research Report
The Future of Employee Research Report
Character Design Co-creation Toolkit for Children
Character Design Co-creation Toolkit for Children
Referee letter Alumni Relations Officer
Referee letter Alumni Relations Officer
Fingerprint Biometrics - The link between the analog and digital you - IDEX
Fingerprint Biometrics - The link between the analog and digital you - IDEX
Purdue Re:Course Baseline Summary July 2016
Purdue Re:Course Baseline Summary July 2016
How Cross-Organizational Cooperation on AI lead to changes in Norway
How Cross-Organizational Cooperation on AI lead to changes in Norway
Affective Publics
Affective Publics
Affective Publics
Affective Publics
IMC_Cinemas_Group_Project
1.
1" " ! " National!College!of!Ireland! Project!Submission!Sheet!–!2016! " Student!Names:! Maura"Hickey,"Hajra"Ahmed,"Caroline"Brennan" ! " Programme:!
Certificate"In"Digital"Marketing" Year:! 2016" ! " Module:! Technology"and"User"Experience"&"Social"Media"Marketing"and"PR" ! " Submission!Due!Date:! 13.12.16" ! " Project!Title:! IMC"Cinema"UX"&"SM"Analysis" ! " Word!Count:! 3,300" " " I!hereby!certify!that!the!information!contained!in!this!(my!submission)!is!information!pertaining!to!research!I! conducted!for!this!project.!!All!information!other!than!my!own!contribution!will!be!fully!referenced!and!listed!in! the!relevant!bibliography!section!at!the!rear!of!the!project.! ! ALL!internet!material!must!be!referenced!in!the!bibliography!section.!!Students!are!encouraged!to!use!the!Harvard! Referencing!Standard!supplied!by!the!Library.!!To!use!other!author's!written!or!electronic!work!is!illegal! (plagiarism)!and!may!result!in!disciplinary!action.!!Students!may!be!required!to!undergo!a!viva!(oral!examination)! if!there!is!suspicion!about!the!validity!of!their!submitted!work.! " " ! Signature:!" " Maura"Hickey,"Caroline"Brennan,"Hajra"Ahmed" ! " Date:! 13.12.16" " PLEASE!READ!THE!FOLLOWING!INSTRUCTIONS:! 1." Please"attach"a"completed"copy"of"this"sheet"to"each"project"(including"multiple"copies)." 2." Projects"should"be"submitted"to"your"Programme"Coordinator." 3." You!must!ensure!that!you!retain!a!HARD!COPY!of!ALL!projects,"both"for"your"own"reference"and"in"case"a" project"is"lost"or"mislaid.""It"is"not"sufficient"to"keep"a"copy"on"computer.""Please"do"not"bind"projects"or"place" in"covers"unless"specifically"requested." 4." You"must"ensure"that"all"projects"are"submitted"to"your"Programme"Coordinator"on"or"before"the"required" submission"date.""Late!submissions!will!incur!penalties.! 5." All" projects" must" be" submitted" and" passed" in" order" to" successfully" complete" the" year." " Any! project/assignment!not!submitted!will!be!marked!as!a!fail." " " Office!Use!Only! Signature:" " Date:" " Penalty"Applied"(if"applicable):" " " ! ! ! " ! !
2.
2" " ! ! ! ! ! ! ! ! ! IMC!CINEMAS!UX!AND!SOCIAL!MEDIA!ANALYSIS! ! 13TH !December!2016! ! ! Caroline!Brennan!! Maura!Hickey! Hajra!Ahmed!! " "
3.
3" " ! ! ! Contents! INTRODUCTION"................................................................................................................................"5" UX"EXPERIENCE"................................................................................................................................"7" Why"the"user"experience"(UX)"is"of"fundamental"importance"....................................................."7" How"we"outlined"and"planned"our"evaluations"..........................................................................."7" Method"and"technique"for"evaluations"........................................................................................"8" Conclusion/Feedback"to"the"business"owner"..............................................................................."8" Recommendations"for"the"website"............................................................................................"10" ORM"STRATEGY".............................................................................................................................."14" Monitor"......................................................................................................................................"14" Measure"....................................................................................................................................."15" ORM"Database"..........................................................................................................................."18" Managing:".................................................................................................................................."18" Maximize:"..................................................................................................................................."19" COMMUNITY"GUIDELINES".............................................................................................................."21" CONTENT"CALENDAR"......................................................................................................................"23" ROLES"AND"RESPONSIBILITIES"OF"THE"STAKEHOLDERS"................................................................."25" RISK"AND"ESCALATION"PROTOCOL"................................................................................................."28" REFERENCES"..................................................................................................................................."29" APPENDICES"..................................................................................................................................."33" APPENDIX"1"...................................................................................................................................."34" UX"EVALUATIONS"......................................................................................................................."34" APPENDIX"2"...................................................................................................................................."36" User"1"Scenario"1"........................................................................................................................"36" APPENDIX"3"...................................................................................................................................."41" User"1"Scenario"2"........................................................................................................................"41" APPENDIX"4"...................................................................................................................................."48" User"2"Scenario"1"........................................................................................................................"48" APPENDIX"5"...................................................................................................................................."51" User"2"Scenario"2"........................................................................................................................"51" APPENDIX"6"...................................................................................................................................."57" User"3"Scenario"1"........................................................................................................................"57" APPENDIX"7"...................................................................................................................................."60"
4.
4" " User"3"scenario"2:"......................................................................................................................."60" APPENDIX"8"...................................................................................................................................."64" User"4"Scenario"1"........................................................................................................................"64" APPENDIX"9"...................................................................................................................................."70" User"4"Scenario"2"........................................................................................................................"70" APPENDIX"10".................................................................................................................................."73" User"5"Scenario"1"........................................................................................................................"73" APPENDIX"11!User"5"Scenario"2"....................................................................................................."75" APPENDIX"12".................................................................................................................................."77" User"6"Scenario"1"........................................................................................................................"77" APPENDIX"13".................................................................................................................................."78" User"6"Scenario"2"........................................................................................................................"78" APPENDIX"14".................................................................................................................................."81" ORM"Strategy"–"Image"1"e"Google"First"Page"Result"..................................................................."81" APPENDIX"15".................................................................................................................................."82" ORM"Strategy"–"Image"2"–"Google"Images"................................................................................."82" APPENDIX"16".................................................................................................................................."83" ORM"Strategy"–"Image"4"–"News"on"Google".............................................................................."83" APPENDIX"17".................................................................................................................................."84" ORM"Strategy"–"Image"5"–"Videos"on"Google"............................................................................."84" " " ! " "
5.
5" " " " " IMC!Cinemas! INTRODUCTION! ! Our!Work!Process! We"assembled"our"group"of"3"persons"quickly"and"we"submitted"2"websites"each"for"consideration" for"the"project.""Over"the"course"of"a"few"days,"we"all"researched"the"6"websites"with"the"brief"in" mind.""We"came"to"the"conclusion"the"IMC"Cinemas"were"the"best"fit"for"our"project.""This"website" was"active"and"had"social"media"connections.""It"was"also"beneficial"for"our"user"experience"part" of" the" project."
" We" divided" up" the" sections" of" the" brief" between" us" and" also" divided" up" the" evaluation"scenarios"between"us"to"be"written"up.""We"have"been"using"Facebook"Messenger"and" email"for"communication"and"have"met"several"times"outside"of"class"to"discuss"and"collate"our" findings."Our"backgrounds"are"diverse,"which"produces"different"viewpoints"about"the"website"and" its"findings."We"respect"each"other’s"opinions"and"have"put"forward"the"ones"that"are"the"most" beneficial" for" the" group" project." " We" work" well" together" as" we" have" been" consistent" with" Facebook,"Twitter"and"LinkedIn"communication"among"ourselves"and"the"class"over"the"past"year." Background!on!IMC!Cinemas! To" provide" some" background" on" IMC" Cinemas," it" is" the" largest" cinema" group" in" Ireland." It" is" comprised"of"19"different"cinemas:" " " " Source:"IMC"Cinemas"website"(2016)" " " "
6.
6" " " " Facilities)include:) •! Galactic"experience" •! 3D"Screens" •!
Dolby"Sound" •! Digital"Projection" •! Sensory"friendly"" •! Subtitled"" •! Wheelchair"Accessible" " In"addition"to"the"facilities,"IMC"Cinemas"also"offers"the"following:" •! Kids"club" •! Teen"club" •! Opera" •! Venue"hire" •! Gift"cards" " IMC"Cinemas"is"present"on"the"following"social"media"platforms:"Twitter,"Facebook,"Instagram," Google"+"and"YouTube."It"also"hosts"a"blog"on"the"Showbiz"section"of"its"website." " SOCIAL!MEDIA!SUMMARY! " SOCIAL!MEDIA! PLATFORM! FOLLOWERS! COMMENTS/! LIKES! TWEETS/POSTS! COMMENTS! ! Twitter! 39,068" 663" 12,429" Mostly"retweets"and"job" hire" " Facebook! 91,076" 92,474" 10"over"2"weeks" Intermittent"posts"and"job" hire" " Instagram! 1,803" −" 33" 1"post"3"weeks"ago"&"" previous"in"June"" " YouTube! 265" 24,739" 5" active"1"year"ago" " BLOG!]!IMC! SHOWBIZ! 69"raters" 135" 18" Most"recent"blog"in" September" " Google!+! "" "" "" Not"active"" Kilkenny" 4" "" −" "" Athlone" 8" "" 1" "" Carlow" 8" "" −" "" Clonmel" 4" "" −" "" Enniskillen" 0" "" −" "" Tullamore" 11" "" 1" "" " " !
7.
7" " ! UX!EXPERIENCE! " Why!the!user!experience!(UX)!is!of!fundamental!importance! User"Experience"encompasses"human"computer"interaction,"not"merely"with"software,"an"app"or" a"website,"but"also"with"household"appliances,"like"a"microwave"or"a"fridge."UX"focuses"on"how" the" experience" makes"
you" feel." Users" that" encounter" a" positive" user" experience" with" a" given" product"or"service"will"be"more"likely"to"maintain"a"long"lasting"relationship"with"the"provider."On" the" other" hand," should" users" encounter" a" poor" user" experience," they" will" quickly" take" their" business"elsewhere."There"are"too"many"competitors"willing"to"offer"superior"experience"to"win" customers."Nowadays,"users’"demands"for"exceptional"service"is"higher."They"expect"information" to"be"readily"available"at"their"finger"tips."Companies"like"Apple,"Google"&"Amazon"are"pioneers"of" UX"in"their"fields."They"spend"a"great"deal"of"resources"on"inventing"the"best"user"experiences"for" their"customers"that"sets"them"apart"from"vying"competitors."" Good"design"is"crucial"for"websites,"apps,"software,"and"all"kinds"of"products"and"services."Think"of" the"last"time"you"used"a"computer"that"was"new"to"you"and"how"you"had"to"adjust"to"performing" certain"functions,"or"the"last"time"you"did"a"banking"transaction"online,"or"at"the"branch"and"how" you"were"treated."Did"you"have"to"wait"a"long"time"in"the"queue?"Were"you"able"to"perform"all"the" tasks"you"needed"to"do?"Did"the"online"banking"system"reject"your"password"or"code?"Or"perhaps" the"experience"ran"smoothly."Developing"a"rich"interactive"experience"for"users"will"stimulate"them" to"keep"coming"back."UX"designers"need"to"think"outside"of"the"box"and"always"put"the"user"first" when"creating"designs"or"solving"user"problems."All"kinds"of"platforms,"from"desktop"to"mobile," need"to"be"considered"throughout"the"UX"process."As"mobile"usage"is"increasing"among"customers," mobile"responsiveness"design"is"becoming"an"ever"increasing"integral"part"of"the"user"experience." After"all,"good"design"equals"happy"customers."" How!we!outlined!and!planned!our!evaluations!! Based"on"the"statistical"data"gathered"from"SimilarWeb"and"Social"Bakers,"we"found"that"78%"of" visitors"to"the"IMC"Cinemas"website"were"mobile"users."Hence,"the"reason"for"selecting"mobile"as" the"main"platform"for"performing"the"evaluation"user"scenarios"on."However,"two"of"our"users" were"evaluated"on"desktop,"as"they"were"not"mobile"users"and"were"more"familiar"with"using" desktop"and"therefore,"were"more"comfortable"carrying"out"the"tasks"on"desktop."Also,"we"wanted" to"compare"findings"found"from"desktop"and"mobile"and"compare"any"differences"between"them."
8.
8" " " Method!and!technique!for!evaluations! We"performed"12"evaluations"in"total"and"assigned"2"tasks"per"user.""See"Appendix"1"for"user" scenarios"and"details." The"user"scenarios"we"chose"to"perform"our"evaluations"are:" 1.! Booking"a"cinema"ticket"" 2.! Registering"for"the"app" 3.!
Buying"a"gift"card"and"hiring"a"venue" Conclusion/Feedback!to!the!business!owner! ! General!User!Problems!! This"is"a"list"of"some"common"problems"found"across"all"12"evaluations"performed." 1.! Lack"of"flexibility"on"website"allowing"users"to"choose"between"menus,"for"example,"users" must"choose"cinema"location"first"before"movie"and"date"in"dropdown"menu." 2.! Creating"a"password"proved"somewhat"tricky"and"delayed"the"entire"process." 3.! Completing"the"Captcha"proved"time"consuming"and"difficult." 4.! Not"being"able"to"find"the"app."There"is"no"direct"link"to"it"on"the"website."Also,"it"is"not"on" Apple’s"App"Store." 5.! There"is"no"search"option"on"the"website." 6.! You"cannot"purchase"gift"cards"online."You"have"to"visit"the"cinema"to"do"so." 7.! Website"doesn’t"show"the"cost"of"cinema"hire."You"have"to"call"the"cinema"or"fill"out"a" form"online." 8.! While"booking"cinema"tickets"online,"the"quantity"of"tickets"doesn’t"display"to"users,"only" the"amount." 9.! After"registering"on"the"site,"an"onescreen"message"appears"saying"the"user"has"to"sign"up" again"after"15"minutes." ! !
9.
9" " ! ! General!Heuristics!! 1.! Visibility)of)System)Status" It"wasn’t"always"clear"on"the"website"as"to"to"which"next"steps"the"user"had"to"take,"e.g." during"the"Captcha"process." 2.! Consistency)and)standards" The"conventions"of"BUY"TICKETS"or"BOOK"NOW"buttons"on"most"websites"isn’t"used"on"IMC" Cinema’s"website."Also,"there"is"no"SEARCH"button"and"no"DOWNLOAD"THE"APP"button"or" link."There"is"a"Register"and"Login"on"the"top"right"of"the"homepage." 3.!
Recognition)rather)than)recall" The"password"should"display"rules"above"fields"as"opposed"to"after."When"the"user"selected" the"blue"GO"button"after"selecting"cinema"location,"movie"and"date,"the"date"disappeared" causing"the"user"confusion"and"making"them"think"they"had"to"refill"the"date"again."" 4.! Match)between)systems)and)the)real)world" When"purchasing"cinema"tickets,"the"Sign"In"as"a"member"option"should"displayed"at"the" beginning"of"the"process,"not"at"the"ticket"type"selection"step."" 5.! Help)and)documentation" An"Auto"fill"should"be"on"the"payment"and"check"out"pages."Required"information"fields" have"no"asterisks."There"should"be"additional"onscreen"help"and"support"instructions"given" to"the"user"at"the"Captcha"part"and"with"contact"forms"when"users"encounter"difficulties." 6.! Aesthetics)and)minimalist)design" Certain"details"on"the"website"are"presented"well,"such"as,"movie"times"and"dates."Users" need"to"scroll"down"to"view"trailers."If"the"movie"showing"doesn’t"allow"seat"selection,"then" there’s"no"need"to"have"this"step"included."Quantity"of"tickets"chosen"during"the"booking" process"should"be"displayed."The"number"of"address"fields"required"on"the"registration" form"could"be"reduced."The"loyalty"starter"pack"should"be"available"in"a"downloadable" format"online."Likewise,"users"should"be"able"to"purchase"gift"cards"online"as"opposed"to" only"at"a"cinema"venue."On"mobile,"the"screen"is"too"big"to"see"all"the"information"in"some" instances." " "
10.
10" " " " 7.! Flexibility)and)efficiency)of)use) The"website"seems"to"be"easier"to"navigate"on"desktop"than"on"mobile."Booking"cinema" tickets"on"mobile"was"tricky,"especially"with"Captcha"and"selecting"ticket"types."Also,"mobile" users"had"to"scroll"up"and"down"a"lot."On"the"app,"there"is"a"login"option"for"users"already" registered"which"helps"fast"track"the"online"process."" 8.! User)control)and)freedom) If"the"user"clicked"on"a"trailer"and"wanted"to"escape,"the"individual"could"do"so"by"clicking" anywhere"on"the"screen." 9.!
Help)users)recognize,)diagnose)and)recover)from)errors) At"the"Captcha"stage"of"the"registration"process,"users"were"requested"several"times"to" complete"the"Captcha,"but"didn’t"understand"why"they"were"asked"to"do"so."There"should" be" an" onescreen" message" displaying" an" explanation" as" to" why" redoing" the" Captcha" is" required."" " Recommendations!for!the!website! 1.! The"cinema"location,"movie"and"date"dropdown"menu"buttons"should"be"interchangeable." The"user"should"have"the"flexibility"to"choose"between"the"three"menus"rather"than"by"a" strict"order"of"location,"movie"and"date."" 2.! The"movie"showing"times"need"to"be"placed"in"the"upper"portion"of"the"page"as"opposed" to"the"lower"so"users"can"clearly"see"the"showing"times"right"away"and"not"have"to"scroll" down"on"the"webpage"to"find"them." 3.! A"BUY"TICKETS"button"should"be"included"beside"the"movie"showing"times."It"isn’t"clear" what"button"you"need"to"click"to"purchase"cinema"tickets." 4.! The"website"should"have"a"direct"link"to"the"app"and"say"DOWNLOAD"APP"HERE." 5.! The"loyalty"scheme"membership"registration"should"be"kept"separate"from"the"app"" 6.! The"loyalty"scheme"starter"pack"could"be"send"in"a"soft"format,"whereby"the"address" fields"are"required"for"a"hard"version,"making"the"duration"of"the"registration"process" unnecessarily"longer."" 7.! The"screen"should"prompt"the"user"in"advance"as"to"the"characters"the"password"required" during"the"registration"form"process." 8.! The"Captcha"form"process"needs"reviewing."The"user"shouldn’t"have"to"complete"it" several"times." " "
11.
11" " " " 9.! The"app"should"be"located"on"the"Apple"app"store."" 10.!The"seat"selection"part"should"be"excluded"if"it’s"not"required"for"a"particular"movie" booking." 11.!There"should"be"an"option"on"the"homepage"to"sign"in"as"a"member"for"those"who"are" members."Placing"the"Sign"In"as"a"member"at"the"ticket"type"stage"of"the"booking"journey" is"too"late."There"should"be"an"option"at"the"very"beginning"on"the"homepage." 12.!Although,"the"user"didn’t"click"on"the"Film"Times"tab"on"the"home"page"while"performing" the"task,"should"the"user"do"so,"the"film"times"are"listed"for"all"the"movies"not"for"the" specific"movie"the"user"searched"for."This"might"be"confusing,"so"the"film"times"should"be" kept"pertinent"to"the"movie"the"user"is"searching"for." 13.!Before"completing"the"password"field"the"user"should"be"prompted"that"they"need"to"fill" out"a"password"with"at"least"one"uppercase"character"and"at"least"one"special"character."" 14.!The"Captcha"process"needs"to"be"simplified."If"the"user"encounters"several"unsuccessful" tries"in"completing"the"Captcha,"the"page"should"bring"them"to"a"help"or"support"form" with"further"information"and"a"contact"they"can"email"or"phone." 15.!The"app"needs"to"explain"to"the"user"why"they"cannot"login,"instead"of"merely"leaving"the" page"blank"and"the"user"confused"as"to"what’s"going"on." 16.!The"design"should"be"aligned"to"all"types"of"browsers"and"for"all"ages."" 17.!Autofill"should"be"incorporated"for"all"browsers." 18.!There"should"be"more"information"provided"about"the"cost"of"venue"hire." ! ! ! ! !
12.
12" " ! ! CARD!SORTING" " Below"is"the"model"architecture"of"the"web"site"that"we"have"suggested." ! ! ! ! ! ! ! ! ! ! ! Home! Films! Choose! Film Choose! Date! Book! Tickets! Coming! Soon! Movie! Trailers/ Poster New! Venue! Contat!Us! Gift!Cards Cinema! Hire Corporate Opening! Hours! Advertise! Deals Kids!Club Teen!Cub Movie! Meal!Deal! Sensory! /Subtitled! Register/Sign! up! Facebook
Twitter Instagram! Whats!on!
13.
13" " ! ! WIREFRAMES! This"is"the"model"wireframe"of"the"website"that"we"have"suggested." " "! ! ! "
14.
14" " ! ORM!STRATEGY! " Monitor! The"first"and"foremost"thing"for"any"company"to"build"online"reputation."The"company/"business" need"to"research"about"online."Searching"in"quotation"marks"to"be"accurate."Secondly"exploring" around"in"the"industry"how"other"people"are"managing"their"online"PR"could"help"in"building"and" understand"the"industry"norms"as"well."Search"all"search"engines"Google,"Bing,"Yahoo."Also"looking" through"images,"video"&"other"linked"to"their"name."The"area"for"concentration"should"be"the"first" page"of"search"engine,"as"most"searchers"tend"to"click"on"the"top"most"links."Checking"Social"media" accounts"Facebook,"Twitter,"Instagram,"Pinterest,"LinkedIn"&"Snapchat."Having"few"results"about" their"page"or"none"at"all"could"be"equally"bad."As"it"is"the"age"of"digital"media,"the"consumer"might" be"annoyed"that"you"are"not"available"online."" " In"our"case"the"IMC"Cinema"is"available"in"the"first"few"searches"along"with"location"maps"by"google," films"appearing"at"the"top."Images"below."" •! Image"1"e"Google"First"Page"Result"(See"Appendix"14)" •! Image"2e"Google"Images"(See"Appendix"15)" •!
Image"3e"Google"Maps"(See"Appendix"15)" •! Image"4e"News"On"Google"(See"Appendix"16)" •! Image"5e"Videos"On"Google"(See"Appendix"17)" " By"seeing"the"above,"people"are"actively"searching"for"the"page"and,"IMC"cinema"have"the"relevant" content"for"everyone.""The"following"can"actually"help"when"searching"for"their"business:" •! Google"Alerts:"will"send"an"email"when"the"keyword"is"used"in"either"a"credible"news"item" or"a"blog"post." •! Google"News:"Searches"all"news"items"for"mentions"of"a"keyword." •! Google"Blog"Search:"Searches"all"blog"posts"for"mentions"of"a"keyword." •! Google"Patent"Search:"allows"you"to"keep"track"of"all"filings"related"to"an"industry."" It"would"also"help"if"we"would"let"an"outsider"view"their"online"reputation"because"our"view"maybe" skewed."We"might"not"consider"certain"stuff"troublesome"like"photos,"comments,"while"others"do." Ask"them"to"determine"whether"they"have"found."" "
15.
15" " " " Measure Few"Analytics"for"the"website"is"as"follows: " Source:"SimilarWeb"(2016)" " ! Source:"SimilarWeb"(2016)" " Social"Analytics: +95%"traffic"is"mostly"on"Facebook"page " " Source:"SimilarWeb"(2016)" " " "
16.
16" " " " Paid"&"Organic"Search: " " Source:"SimilarWeb"(2016)" " " " Source:"SimilarWeb"(2016)" " " Source:"SimilarWeb"(2016)" "
17.
17" " " " " " Source:"SimilarWeb"(2016)" " " " " Source:"SimilarWeb"(2016)" " Above"area"few"analytics"that"we"have"found"when"doing"a"research"on"IMC"website."It"offers"real" etime"social"media"search"and"analytics."Hootsuite"can"add"up"to"10"social"media"platform"and" provide"analyses"of"what's"going"on"each"of"our"platform."Social"Bakers"and"similar"web"are"also" very"important"tools"for"analytics"to"see"what"is"working"and"what’s"not."" ! !
18.
18" " ! ORM!Database " ! Managing:! " Monitoring!online!reputation:"Find"out"quickly"when"anything"new"associated"with"IMC"Cinema" pops"up."This"will"give"an"opportunity"to"respond"proactively,"and"prevent"further"damage." Services"like"Google"Alert,"Social"mention"stayed"informed"via"email"whenever"there"are"new" results. A"few"of"the"important"thing"we"have"to"keep"in"mind"for"IMC"page:" Respond!to!All!Comments!Whether"positive"or"negative,"all"comments"should"receive"a"response." Instead"of"asking"then"to"email"on"the"email"on"another"email"address."Ignoring"their"comments" can"do"tremendous"damage"to"their"reputation."Not"responding"to"online"comments"may"be"just" as"damaging"as"not"responding"to"emails"or"phone"calls."On"the"other"hand,"customers"often"feel" motivated"to"spread"word"of"a"good"experience,"they"are"equally"motivated"to"share"the"bad"ones."" " " URL +vet,!
]vet! &! Neutral Source Credibility Influence Action https://www.tripadvisor.ie /Attraction_Review] g186605]d3265703] Reviews] IMC_Cinema_Tallaght] Dublin_County_Dublin.html #review_434039166 Positive"e“Very good value” Trip" Advisor Credible" Widely"read Management" delighted"to" read"positive" comments" https://www.tripadvisor.ie /Attraction_Review] g186605]d3265703] Reviews] IMC_Cinema_Tallaght] Dublin_County_Dublin.html #review_434039166 Negative"e“Getting worse” Trip" Advisor Credible" Widely"read Replied"after"2" weeks,"asking"to" email"their" experience"on" official"email" address. https://www.tripadvisor.ie /Attraction_Review] g186605]d3265703] Reviews] IMC_Cinema_Tallaght] Dublin_County_Dublin.html #review_434039166 Negative"e“Date night” Trip" Advisor Very" Credible" Widely"read Replied"after"2" weeks,"asking"to" email"their" experience"on" official"email" address. https://www.tripadvisor.ie /Attraction_Review] g186605]d3265703] Reviews] IMC_Cinema_Tallaght] Dublin_County_Dublin.html #review_434039166 Negative"eNot happy” Trip" Advisor Credible" Widely"read Replied"after"2" weeks,"asking"to" email"their" experience"on" official"email" address.
19.
19" " " " Be! active! online:"
Show" signs" of" life" online" on" all" social" media" platforms." Website," Facebook," Instagram"&"Twitter."keeping"it"professional."Cinema"need"to"develop"their"audience"on"them,"too." With"ongoing"development,"and"engagement"such"as"quizzes,"free"passes,"hosting"events,"premier" nights"you"can"build"their"social"media"accounts"in"order"to"interact"with"customers"and"to"increase" their"influence"and"engagement"scores." Creating!content:"Cinema"is"an"entertainment"for"the"customers."Writing"content"that"is"funny," sassy"and"mischievous."Moreover,"it"creates"reposts"ad"comments."Eventually,"the"content"will" drive"the"eyeballs"to"the"website"and"may"outrank."With"more"great"content"comes"more"search" engine"rankings.""More"rankings"will"ensure"that"you"take"up"more"“shelf"space”"in"the"search" engine"results"pages"therefore"leaving"less"room"for"negative"content"that"you"can’t"control."" " Maximize:! Know!what!you’re!up!against:"Research"their"online"competition"to"find"out"what"others"are" seeing. Develop!a!portfolio:"Give"customers"something"to"find"other"services"offered"on"the"website" easily."For"instance,"Teen"Club,"Gift"card,"Kids"club"and"better"yet,"show"them"review"of"events" held"at"the"cinema. To!Counteract!Negative!Content,!Contact!Its!Creator. Handling)Negative)Comments)–)Apologize"" For"instance,"the"customers"have"bad"experience"messes"up,"fails"or"otherwise"does"something" wrong,"own"up"to"it"—"and"make"a"genuine"apology"to"those"who"have"been"affected."Being"real" and"transparent"in"apologizing"can"go"far"toward"diffusing"a"situation."Making"up"by"offering"free" tickets"&"treats"at"the"cinema,"concert"tickets,"vouchers"and"gift"cards." Blog! The"blog"will"rise"their"page"by"posting"review,"trailer"and"rating"for"the"movies."For"reputation" purposes,"it"only"gives"better"SEO"ranking." "
20.
20" " Invest!in!professional!photos:"Support"their"positive"online"brand"with"photos"that"show"their" venue," food," places"
near" it," locations." Using" these" professional" photos" for" online" profiles" (FB," twitter"and"Instagram),"their"website,"blog." Write!a!press!release:"Use"press"releases"to"highlight"positive"news"every"day"—"and"so"can"you." Develop"their"own"press"release"and"post"it"on"blog"and"other"websites"to"get"the"word"out."Their" release"can"be"about"anything:"premier"to"a"movie,"release"nights,"cut"out"photo"contest."This"type" of"positive"content"can"show"up"higher"than"other"search"engine"results. Treat"their"Google"page"1"as"their"business"card First"impressions"count,"and"we"do"judge"many"books"by"their"cover." " "
21.
21" " " COMMUNITY!GUIDELINES! We" are" committed"
to" protecting" your" privacy" and" security" and" ensuring" our" content" sharing" platforms"are"a"safe"and"secure"place"for"all." " General:! 1.! You"must"be"a"minimum"age"of"12"to"register"for"IMC"Cinemas"and"participate"in"any"online" activity;"posting,"sharing,"commenting,"tweeting,"that"is"pertaining"to"IMC"Cinemas." 2.! You"can"only"have"one"account"and"no"transferring"of"that"account"is"permitted." 3.! You"are"responsible"for"all"activity"and"content"on"your"account"until"the"account"is"closed" or"reported"for"misuse." 4.! Please"provide"the"correct"name"when"registering"an"account."A"fictitious"username"is" allowed." 5.! All"posts"and"content"must"be"in"English." 6.! Keep"posts"relevant"to"the"discussion,"topic"or"group." 7.! Post"appropriate"content"for"an"audience"of"all"ages." 8.! Please"abide"by"our"terms"and"conditions"for"online"competitions." ! House!rules! 1.! No"posting"is"allowed"of"unsolicited"or"bogus"advertising,"junk"mail,"scams,"chain"letters" and"spam." 2.! Advertising"or"promoting"one’s"own"services"or"another’s"is"not"allowed."" 3.! Hiring"staff"for"one’s"own"benefit"is"not"permitted." 4.! Computer" viruses," worms," Trojans," algorithms" or" any" malicious" software" will" not" be" tolerated." 5.! No"bots,"spiders,"scripts"robots"or"automated"software"is"allowed"to"access"the"services," add"or"download"contacts,"send"or"redirect"messages." 6.! You"may"not"override"any"security"feature"of"the"services." 7.! No"posting"of"misleading"information"about"our"promotion"deals,"offers"and"pricing."" ! ! !
22.
22" " ! ! Respect!others! 1.! Respect" copyrighted"
work," trademarks," intellectual" property" rights" and" any" other" legal" rights." 2.! No"posting"of"personal"details"is"allowed,"such"as,"personal"names,"addresses"and"phone" numbers."" 3.! No"videos"or"photos"of"nudity,"sexual"content,"graphic"violence,"vulgar"or"offensive"material" is"allowed." 4.! Refrain" from" posting" content" containing" hate" speech," racial" discrimination," religious" affiliation,"gender"discrimination,"disabilities"or"diseases." ! Follow!the!law! 1.! Physical"or"verbal"threats"of"violence,"theft,"vandalism"or"any"other"forms"that"might"cause" distress"will"not"be"tolerated." 2.! No"degradation"or"harassment"towards"others"is"allowed." 3.! No"posting"of"selfeinjury"or"encouraging"others"of"inflicting"selfeharm"is"allowed." 4.! Criminal"activity"of"any"kind"is"prohibited." ! Our!rights! We" reserve" the" right" to" delete" comments," remove" content," suspend" your" account" if" these" guidelines"are"not"adhered"to."If"continued"breach"occurs,"it"could"result"in"permanent"exclusion." ! Your!rights!and!privacy!protection! Please"report"abuse"or"anything"which"is"deemed"rude"or"offensive."" " We"will"not"sell"or"share"your"information"to"any"third"party"providers."We"are"committed"to" keeping"your"account"and"information"private"and"secure."" "
23.
23# # CONTENT&CALENDAR& ! ALL!ABOUT!CHRISTMAS!–!DECEMBER!!CAMPAIGN& YouTube& Twitter& Facebook& Instagram& Blog& WEEK!1& TIME! MONDAY! TUESDAY!
WEDNESDAY! THURSDAY! FRIDAY! SATURDAY! SUNDAY! ! 5!DEC! 6!DEC! 7!DEC! 8!DEC! 9!DEC! 10!DEC! 11!DEC! 9.00& & & & & & & & 10.00& & & & & & & & 11.00& Holiday&Inn&Trailer& Handel's&Messiah& Trailer& Muppet&Xmas&Carol& Trailer& Scrooged#Trailer# Home&Alone& Trailer& Charlie&Brown&Special& Trailer& Rockettes&Xmas& Show&Trailer& 12.00& & & & Blog&Xmas&Classic& Movies& & Let’s#Party# & 13.00& Beverage# promotion# Food#promotion# Christmas#Film#Guide# Online#Quiz# Weekend#is#here# Film#review# Fun#post# 14.00& & & & Online#Quiz# Weekend#is#here# & & 15.00& Promotion#of# Movie# Poster#Release# Movie#Teaser# Online#Quiz# Xmas#Movie# Schedule# Fun#Post# Photo#Contest# 16.00& & Tuesday#Motivation# & & & & & 17.00& & & Senior#Wednesday# & & & Family#Sunday# 18.00& Monday#Blues# & & & & & & # #
24.
24# # ALL!ABOUT!CHRISTMAS!!DECEMBER!!CAMPAIGN& YouTube& Twitter& Facebook& Instagram& Blog& WEEK!2#! TIME! MONDAY! TUESDAY!
WEDNESDAY! THURSDAY! FRIDAY! SATURDAY! SUNDAY! ! 12!DEC! 13!DEC! 14!DEC! 15!DEC! 16!DEC! 17!DEC! 18!DEC! 9.00& & & & & & & & 10.00& & & & & & & & 11.00& The&Snowman& Trailer& White&Christmas& Trailer& NY&Pops&Orchestra& Trailer& Cirque#Dreams#Hols# Trailer# National& Lampoon's&Xmas& Vacation&Trailer& Home&Alone&2&Trailer& A&Xmas&Carol&Trailer& 12.00& & & & Blog&Xmas&Gift& Giving&Guide& & Lets#Party# & 13.00& Beverage# promotion# Food#promotion# Christmas#Film#Guide# Online#Quiz# Competition# Weekend#is#here# Film#review# Fun#post# 14.00& & & & Online#Quiz# Competition# Weekend#is#here# & & 15.00& Promotion#of# Movie# Poster#Release# Movie#Teaser# Online#Quiz# Competition# Xmas#Movie# Schedule# Fun#Post# Photo#Contest# 16.00& & Tuesday#Motivation# & & & & & 17.00& & & Senior#Wednesday# & & & Family#Sunday# 18.00& Monday#Blues# & & & & & & #
25.
25# # ROLES&AND&RESPONSIBILITIES&OF&THE&STAKEHOLDERS& The#Stakeholders#that#will#implement#the#ORM#strategy#are:# # 1.! Social#media#manager# 2.! Email#campaign#manager# 3.!
Content#writer# 4.! Social#media#coordinator# 5.! UX#designer# 6.! App#Developer# 7.! Customers# # # Roles& Responsibilities& Social#Media# Manager# •! Oversee#the#creation#and#execution#of#digital#marketing#strategies#in# line#with#the#companies#KPIs#and#objectives# •! Provide#input#into#design#and#content#of#digital#strategies# •! Create#marketing#plans#for#digital#media#and#identify#key#customer# segments# •! Lead#reporting#and#analysis#and#make#future#recommendations#for# digital#strategies# •! Responsible#for#content#development#and#ideation# •! Deeply#understand#SEO#and#deploy#CMS#across#digital#platforms# •! Prepare# content# calendar# and# coordinate# social# media# activity,# online#press#releases#and#email#campaigns# •! Ideate#online#competitions#and#ensure#execution# •! Increase#online#engagement#and#online#sales#revenues# •! Review#new#technologies#and#developments#in#digital#marketing#and# keep#up#with#digital#trends# •! Research#competition#and#conduct#competitive#analysis# •! Enforce#the#community#guidelines#and#manage#escalated#problems# and#crises#as#they#arise# # # #
26.
26# # # # Roles& Responsibilities& Email# Campaign# Manager# •! Implement#innovative#email#campaigns#for#customer#acquisition#and# retention#plans# •!
Design,#manage#and#build#marketing#automated#campaigns# •! Generate#customer#reviewing#campaigns#for#movies,#theatres#and# events# •! Analyse#customer#data#and#produce#reports# •! Proficient#with#online#marketing#tools# Content# Writer# •! Create#high#performing#and#compelling#content#for#website,#blog# and#social#media#channels# •! Write#online#press#releases# •! Write#promotional#content#for#online#marketing#materials#and#email# campaigns# •! Generate# content# for# online# competitions,# movie# reviews,# movie# listings#and#events# •! Source#relevant#images,#videos#and#photos#for#customer#segments# •! Generate#SEO#content#for#web#optimization# Social#Media# Coordinator# •! Work# closely# with# the# Social# Media# Manager# in# successfully# implementing#the#digital#strategies# •! Publish#daily#content#on#all#social#media#channels# •! Upload#images,#videos#and#photos#on#all#digital#platforms# •! Update#the#company#website#&#blog# •! Publish#online#press#releases# •! Create#and#reply#to#posts#and#positively#engage#with#online#users# •! Respond#timely#to#online#customers# •! Promote#content#across#social#media#channels## •! Assist#in#creating#online#marketing#materials# # #
27.
27# # # # Roles& Responsibilities& UX#Designer# •!
Work#closely#with#the#digital#marketing#team#when#designing## •! Develop#a#UX#that#enlivens#the#website## •! Update#the#current#website#using#latest#technologies# •! Produce#visually#appealing#graphics## •! Use#frontXend#skills;#HTML,#CSS#and#Javascript# •! Proficient#in#Photoshop#&#Adobe#Illustrator# •! Proficient#with#cross#browser#and#crossXfunctional#platforms# •! Enable#a#content#management#system#to#allow#changes/updates#to# be#made#to#website# App#Developer# •! Responsible# for# the# analysis,# design,# programming,# testing,# debugging#and#documenting#of#software# •! Understand#SQL#database#design#and#UI/UX#standards# •! Design# and# build# applications# for# the# iOS,# Symbian# and# Android# platforms# •! Test#code#for#usability#and#reliability## •! Proficient#in#C++,#Python#or#Java#skills# •! Handle#realXtime#customer#issues#and#develop#fix#codes# •! Interact#with#marketing#team#to#better#understand#requirements# •! Complete#project#on#time#and#within#budget# •! Articulately#communicate#with#the#social#media#manager#during#the# software#development#cycle# Customers# •! Abide# by# the# Community# Guidelines# when# participating# in# social# media# activities# and# any# other# online# activity# pertaining# to# IMC# Cinemas# •! Post,#share,#tweet,#comment#on#social#media#channels# •! Upload#photos/videos#on#social#channels# •! Write#movie#reviews#and#reviews#of#theatres# •! Partake#in#online#competitions# •! Contribute#ideas#to#enhance#the#customer#experience## # #
28.
28# # RISK%AND%ESCALATION%PROTOCOL% #
29.
29# # ! REFERENCES! ! # General#Introduction# # Website#title:# # IMC#Cinemas## URL:#
# # http://www.imccinemas.ie# # Website#title:# Cineworld#website## URL:# https://www.cineworld.ie# # Website#title:# # Odeon#Cinemas## URL:# # # http://www.odeoncinemas.ie# # Content#calendar# # Website#title:# # Travel#Channel## URL:# http://www.travelchannel.com/interests/holidays/articles/christmasD shows# # Website#title:# # Wikipedia# URL:# # # https://en.wikipedia.org/wiki/A_Charlie_Brown_Christmas# # Website#title:# # New#York#City#Theatre#website:## URL:###### # http://www.newyorkcitytheatre.com/index_holiday.php# # # Community#Guidelines## # Website#title:# # Instagram## URL:# # # https://help.instagram.com/477434105621119/# # Website#title:# # LinkedIn# URL:# https://www.linkedin.com/help/linkedin/answer/34593?trk=uasD consumerDloginDinternal&lang=en# # Website#title:# # Boots## Webpage:## # Boots#Terms#and#Conditions# URL:# # # http://www.boots.ie/en/Help/TermsDandDConditions/# # Website#title:# # Facebook## Webpage:# # Facebook#Community#Standards# URL:# # # https://www.facebook.com/communitystandards# # Website#title:# # Facebook# Webpage:# # IMC#Cinema’s#Facebook#page#–#About#Section# URL:## # # https://www.facebook.com/pg/imccineagroup/about/?ref=page_internal# # # # # #
30.
30# # # # Risk#Escalation#Protocol## # Website#title:# # Social#Media#Today# URL:#
http://www.socialmediatoday.com/content/doesDyourDorgDhaveD facebookDpageDcommentDescalationDflowDchart# # Website#title:# # Webster#University# URL:# https://cksyme.com/howDtoDputDtogetherDaDsocialDmediaDtriageDresponseD plan/## # Website#title:# # Google.ie# Webpage:# # Google#Images#Concept#Draw# URL:# # # http://www.conceptdraw.com/examples/mediaDflowchartDexample# # # Roles#and#Responsibilities#of#Stakeholders# # Website#title# # LinkedIn## URL:# # # https://www.linkedin.com# # Website#title:# # Irishjobs.ie# URL:# # # http://www.irishjobs.ie# # Website#title:# # Jobbio# URL:# # # https://www.jobbio.com# # Data#Analytics#Research## # Website#title:# # Social#Bakers# URL:# # # http://www.socialbakers.com# # Website#title:# # Similarweb# URL:# # # http://www.similarweb.com# # Article#title:# Heuristic#Evaluation:#HowDTo:#Article#by#Jakob#Nielsen# Website#title:# Nngroup.com# URL:# https://www.nngroup.com/articles/howDtoDconductDaDheuristicDevaluation/# # Author# Luke#Summerfield# Article#title:# 6#Undeniable#Reasons#Why#The#Future#of#Web#Design#is#Responsive# Website#title:# Blog.hubspot.com# URL:# https://blog.hubspot.com/insiders/whyDresponsiveDwebDdesign# # # #
31.
31# # # # Author# Giles#Thomas# Article#title:# What#is#User#Experience#and#Why#is#it#Important?#D#Whole#Design#Studios# Website#title:#
Whole#Design#Studios# URL:# http://wholedesignstudios.com/whatDisDuserDexperienceDandDwhyDisDitD important/# # Article#title:# The#business#value#of#UX#Design# Website#title:# UX#Passion# URL:# http://www.uxpassion.com/blog/businessDvalueDofDuxDdesign/# # Article#title:# 5#Reasons#User#Experience#Is#More#Important#in#2015#Than#Ever#Before# Website#title:# Hootsuite#Social#Media#Management# URL:# https://blog.hootsuite.com/onlineDuserDexperience/# # # # # Author# Amy#Harvey# Article#title:# User#Experience:#What#Is#It#And#Why#Should#I#Care?#D#Usability#Geek# Website#title:# Usability#Geek# URL:# http://usabilitygeek.com/userDexperience/# # # # Article#title:# What#Is#UX#Design#And#Why#It’s#Important# Website#title:# Designyourway.net# URL:# http://www.designyourway.net/blog/webDandDmobileDdesign/whatDisDuxD designDandDwhyDitsDimportant/# Article#title:# 5#Reasons#Why#User#Experience#Is#Important# Website#title:# Social#Media#Today# URL:# http://www.socialmediatoday.com/marketing/2015D03D26/5DreasonsDwhyD userDexperienceDimportant# Author# Bill#Faeth# Article#title:# How#important#is#user#experience?#9#things#you#need#to#know#about#UX.# Website#title:# Inboundmarketingagents.com# URL:# http://www.inboundmarketingagents.com/inboundDmarketingDagentsD blog/bid/363188/HowDimportantDisDuserDexperienceD9DthingsDyouDneedDtoD knowDaboutDUX#
32.
32# # # # Author# Jesmond#Chudley# Article#title:# Effectively#Planning#UX#Design#Projects#–#Smashing#Magazine# Website#title:#
Smashing#Magazine# URL:# https://www.smashingmagazine.com/2013/01/effectivelyDplanningDuxD designDprojects/# # Article#title:# Rocket#Surgery#Made#Easy#by#Steve#Krug:#Usability#Demo# Website#title:# YouTube# URL:# https://www.youtube.com/watch?v=QckIzHC99Xc# # Article#title:# 10#Heuristic#Principles#–#Jakob#Nielsen’s# Website#title:# Uxness.in# URL:# http://www.uxness.in/2015/02/10DheuristicDprinciplesDjakobD nielsens.html# # Article#title:# The#Definitive#Guide#to#Online#Reputation#Management# URL:# https://blog.kissmetrics.com/guideDtoDreputationDmanagement/# # Author# Chris#Smith# Article#title:# 10#Pro#Online#Reputation#Management#Tips#For#Local#Businesses# Website#title:# Search#Engine#Land# URL:# http://searchengineland.com/10DproDonlineDreputationDmanagementDtipsD forDlocalDbusinessesD182230# # Author# James#Martin# Article#title:# 10#Online#Reputation#Management#Tips#for#Businesses# Website#title:# CIO# URL:# http://www.cio.com/article/2392815/relationshipDbuildingD networking/10DonlineDreputationDmanagementDtipsDforDbusinesses.html# # # # # Article#title:# Online#Reputation#Management#|#ReputationManagement.com# Website#title:# Online#Reputation#Management# URL:# https://www.reputationmanagement.com/#
33.
33# # ! ! ! APPENDICES! # APPENDIX#1#–#UX##EVALUATIONS#...................................................................................................#34# APPENDIX#2#–#User##1#Scenario#1#....................................................................................................#36# APPENDIX#3#–#User#1#Scenario#2#....................................................................................................#41# APPENDIX#4#–#User##2#Scenario#1#....................................................................................................#48# APPENDIX#5#–#User##2#Scenario#2#....................................................................................................#51# APPENDIX#6#–#User##3#Scenario#1#....................................................................................................#57# APPENDIX#7#–#User#3#scenario#2:#....................................................................................................#59# APPENDIX#8#–#User#4#Scenario#1#....................................................................................................#64# APPENDIX#9#–#User##4#Scenario#2#....................................................................................................#69# APPENDIX#10#–#User#5#Scenario#1#..................................................................................................#73# APPENDIX#11!–!User#5#Scenario#2#..................................................................................................#75# APPENDIX#12#–#User#6#Scenario#1#..................................................................................................#77# APPENDIX#13#–#User##6#Scenario#2#..................................................................................................#78# APPENDIX#14#–#ORM#Strategy#–#Image#1#D#Google#First#Page#Result#..............................................#81# APPENDIX#15#–#ORM##Strategy#–#Image#2#–#Google#Images#...........................................................#82# APPENDIX#16#–#ORM##Strategy#–#Image#4#–#News#on#Google#.........................................................#83# APPENDIX#17#D#ORM#Strategy#–#Image#5#–#Videos#on#Google#........................................................#84# # # # # # # #
34.
34# # # # APPENDIX!1!! # UX!EVALUATIONS! User!1!Scenario!1! Platform:## Desktop# Task:## #
Booking#cinema#tickets#on#IMC#Cinema’s#website## Persona:## Christopher,#79#years#old#Retired#engineer# Steps:# # See#Appendix#2# User!1!Scenario!2! Platform:## Desktop# Task:## # Registering#for#the#app# Persona:## Christopher,#79#years#old#Retired#engineer# Steps:# # See#Appendix#3# User!2!Scenario!1! Platform:## Mobile# Task:## # Booking#cinema#tickets#on#IMC#Cinema’s#website## Persona:## Celine,#45#years#old#Solicitor# Steps:# # See#Appendix#4# User!2!Scenario!2! Platform:## Mobile# Task:## # Registering#for#the#IMC#App# Persona:## Celine,#45#years#old#Solicitor# Steps:# # See#Appendix#5# User!3!Scenario!1! Platform:## Mobile## Task:## # To#book#a#movie#ticket#on#the#IMC#Cinema’s#website#on#any#day#at#any#time# Persona:## Male,#29#years#old#Taxi#Driver# Steps:# # See#Appendix#6# User!3!Scenario!2! Platform:## Mobile## Task:## # To#register#for#the#IMC#cinema#app# Persona:## Male,#29#years#old,#Taxi#Driver# Steps:# # See#Appendix#7# ! !
35.
35# # ! ! User!4!Scenario!1! # Platform:## Desktop# Task:## #
To#book#a#movie#ticket#for#any#day#and#time#in#Dublin#via#IMC#cinema’s## ###########################website.# Persona:## Female,#27#years#old,#Housewife# Steps:# # See#Appendix#8# User!4!Scenario!2! Platform:## Desktop# Task:## # To#Register#on#IMC#website# Persona:## Female,#27#years#old,#Housewife# Steps:# # See#Appendix#9# User!5!Scenario!1! ! Platform:# Mobile# Task:# # To#book#a#movie#in#a#local#cinema# Persona:# Grandad#B,#65#years#old,#Grandfather# Steps:# # See#Appendix#10# # User!5!Scenario!2! ! Platform:# Mobile# Task:# # Registering#for#the#app# Persona:# Grandad#B,#65#years#old,#Grandfather# Steps:# # See#Appendix#11# # User!6!Scenario!1! ! Platform:# Mobile# Task:# # Buying#a#gift#card# Persona:# Nanna#B,#57#years#old,#Grandmother# Steps:# # See#Appendix#12# # User!6!Scenario!2! # Platform:# Mobile# Task:# # Hiring#a#cinema#venue#for#a#Christmas#party#for#family#and#friends# Persona:# Nanna#B,#57#years#old,#Grandmother# Steps:# # See#Appendix#13# # # # #
36.
36# # ! APPENDIX!2! # User!1!Scenario!1! Platform:## Desktop# Task:## #
Booking#cinema#tickets#on#IMC#Cinema’s#website## Persona:## Christopher,#79#years#old#Retired#engineer# Steps:! ! # Step!1!–!On!the!homepage!of!IMC!Cinema’s!website! Christopher#was#asked#to#book#2#cinema#tickets#on#IMC#Cinema’s#website#to#a#movie#of#his#choice# and#on#a#date#of#his#choice.# # Step!2!–!Choosing!a!movie!of!the!user’s!choice! Intuitively,#he#wanted#to#choose#the#movie#first#before#the#cinema#location,#although,#the#website# prompted#the#user#to#select#cinema#location#first#before#the#movie.# #
37.
37# # ! ! Step!3!–!Selecting!the!cinema!location! As#he#resides#in#Dublin#city,#he#would#have#liked#to#see#Dublin#cinema#locations#appear#first,#not# the#cinemas#listed#in#alphabetical#order.#He#had#to#scroll#down#the#list#to#find#his#desired#cinema# location.# # ! Step!4!–!Selecting!the!movie!of!his!choice!and!the!date! Christopher#selected#SANTRY#as#his#cinema#location,#Bad#Santa#2#as#his#movie#choice#and#3rd # December#2016#as#the#date.## #
38.
38# # ! ! Step!5!–!Finding!the!movie!showing!times!for!the!desired!date! When#he#selected#the#blue#GO#button,#he#was#confused#when#the#date#disappeared.## # # Step!6!–!Finding!the!movie!showing!times! He#assumed#he#had#to#reselect#the#date#again,#despite#the#cinema#times#were#showing#on#the# bottom#portion#of#the#webpage.#It#took#him#some#time#to#figure#out#he#had#to#scroll#down#the# page#to#see#the#movie#showing#times.#Also,#at#this#point,#he#wasn’t#sure#that#he#had#to#select#a# movie#time#to#book#the#movie#tickets.#He#said#he#would#have#preferred#to#see#a#BUY#TICKETS# button#on#the#page.# # #
39.
39# # ! ! Step!7!–!Figuring!out!the!cost!of!2!cinema!tickets! It#took#him#awhile#to#see#the#total#ticket#price#of#15#euros#for#the#booking,#which#was#14#euros#for# 2#OAPs,#including#the#booking#fee#of#1#euro.#At#first,#he#thought#the#total#price#was#only#14#euros.# The#blue#CONTINUE#button#confused#him.#He#would#have#preferred#to#see#a#BUY#TICKETS#or#BUY# NOW#blue#button.#He#mentioned#he#was#accustomed#to#seeing#BUY#NOW#or#BUY#TICKETS#buttons# on#other#websites#when#booking#tickets#for#shows.# # # Overall,#the#task#of#booking#cinema#tickets#was#not#difficult#for#the#user#but#he#encountered#some# minor#drawbacks#throughout#the#experience.## The!Top!3!User!Problems! 10.!Not#having#flexibility#to#choose#the#movie#first#before#cinema#location# 11.!Finding#the#movie#showing#times# 12.!Discovering#the#right#button#to#click#on#to#buy#the#cinema#tickets# ! !
40.
40# # ! ! Heuristics!! 1.! Visibility*of*System*Status* It#wasn’t#always#clear#on#the#website#as#to#to#which#next#steps#the#user#had#to#take.# # 2.! Consistency*and*standards* The#conventions#of#BUY#TICKETS#or#BOOK#NOW#buttons#on#most#websites#isn’t#used#on# IMC#Cinema’s#website#which#led#the#user#to#confusion#when#trying#to#purchase#the#cinema# tickets.# # 3.!
Recognition*rather*than*recall* When#the#user#selected#the#blue#GO#button#after#selecting#cinema#location,#movie#and# date,#the#date#disappeared#causing#the#user#confusion#and#making#them#think#they#had#to# refill#the#date#again.# # Feedback!to!the!user/Recommendations! 1.! The#cinema#location,#movie#and#date#dropdown#menu#buttons#should#be#interchangeable.# The#user#should#have#the#flexibility#to#choose#between#the#three#menus#rather#than#by#a# strict#order#of#location,#movie#and#date.## # 2.! The#movie#showing#times#need#to#be#placed#in#the#upper#portion#of#the#page#as#opposed# to#the#lower#so#users#can#clearly#see#the#showing#times#right#away#and#not#have#to#scroll# down#on#the#webpage#to#find#them.# # 3.! A#BUY#TICKETS#button#should#be#included#beside#the#movie#showing#times.#It#isn’t#clear# what#button#you#need#to#click#to#purchase#cinema#tickets.# ! !
41.
41# # # APPENDIX!3! # User!1!Scenario!2! Platform:##Desktop# Task:## Registering#for#the#app# Persona:## Christopher,#79#years#old#Retired#engineer# Steps:!
# Step!1!–!Registering!for!the!app! Christopher#went#to#the#home#page#of#IMC#Cinemas#and#clicked#on#Register.# ! ! ! !
42.
42# # ! ! Step!2!–!The!registration!form! ! Christopher#was#presented#with#a#registration#form#to#fill#out#on#screen.# ! !
43.
43# # # Step!3!–!Creating!a!password! # The#first#password#he#typed#prompted#a#message# saying#the#password#needed#at#least#one#uppercase# character.# # # Step!4!–!Creating!the!password!Continued! # Christopher#typed#another#password#containing#at# least#one#uppercase#character#and#then#received# another#message#that#the#password#required#at#least# one#special#character.# # Step!5!–!Filling!out!the!registration!form!fields! ! He#continued#to#complete#the#registration#form’s# fields,#providing#his#first#and#last#name,#phone# number,#age,#gender#and#the#location#of#his#local#IMC# Cinema.# # Step!6!–!Selecting!favourite!movie!types! # He#selected#action#and#comedy#genres#as#his# preferred#movie#types.# # #
44.
44# # ! ! # Step!7!–!Completing!the!Loyalty!Scheme!part!of!!! the!Registration!Process! ! He#continued#further#down#the#registration#form#to# fill#out#the#loyalty#scheme.#He#was#unsure#as#to# what#the#loyalty#scheme#meant.# # # Step!8!–!Filling!out!the!Captcha!part!! ! After#filling#out#the#loyalty#scheme#fields,#he#then# had#to#complete#a#captcha.#The#captcha#was#to# select#all#the#images#with#a#patio.# # # Step!10!–!Back!to!the!loyalty!scheme! # Christopher#was#then#prompted#to#enter#a#value#for# address#line#2#of#the#loyalty#scheme.#He#felt#this#was# unnecessary#to#be#filled#out.# # # Step!9!–!Completing!the!captcha! # After#selecting#all#the#images#with#a#patio#in#Step#8,# he#selected#the#I’m#not#a#robot#and#clicked#on#the# blue#button#REGISTER.# # # # # # #
45.
45# # # # ! Step!11!–!Another!Captcha! # The#first#Captcha#had#timed#out#and#a#new#one# appeared.#This#one#required#all#squares#with#street# signs#to#be#selected.# # ! Step!12!–!A!third!Captcha! # After#completing#2#Captchas,#a#third#one#appeared.# Christopher#didn’t#understand#why#he#had#to#fill# out#3#Captchas.# # # Step!13!T!Problems!with!registering# After#completing#the#registration#form#and#captchas,#he#clicked#on#Register#and#a#window#appeared#saying#to#try#again#in#15# minutes.#At#this#point,#he#mentioned#he#would#not#complete#the#registration#process#again#and#he#would#leave#the#site.##
46.
46# # ! ! Step!14!–!Finding!the!app!on!Apple’s!app!store! ! He#then#proceeded#to#search#for#the#app#on#the#Apple#app#store#and#couldn’t#find#it.# ## ## # # The#user#felt#it#was#too#time#consuming#and#difficult#to#complete#the#registration#form#and# wasn’t#sure#if#the#entire#process#was#to#register#for#the#app#or#for#some#loyalty#membership# scheme.#When#he#couldn’t#find#the#app#on#Apple’s#app#store,#he#assumed#an#app#didn’t#exist#for# IMC#Cinemas.# # Top!3!User!Problems! # 1.! Creating#a#password#on#the#registration#form.# 2.! Completing#the#Captcha.# 3.!
Not#being#able#to#find#the#app.# # Heuristics! ! 1.! Consistency*and*Standards* A#DOWNLOAD#THE#APP#here#button#should#be#display#on#the#site.#The#REGISTER#button#is# causing#confusion#and#users#aren’t#clear#as#to#whether#it#is#to#register#for#a#membership# or#to#register#for#the#app.## # 2.! Aesthetics*and*Minimalist*Design* When#filling#out#the#loyalty#scheme#membership#fields,#it#requires#the#address#to#be# completed#on#two#fields.#This#is#unnecessary#and#delays#the#time#spent#filling#out#the# registration#form.#The#address#field#could#be#reduced#to#one#field,#or#a#soft#version#of#the# starter#pack#could#be#designed.## ! 3.! Help*users*recognize,*diagnose*and*recover*from*errors* At#the#Captcha#stage#of#the#registration#process,#the#user#was#asked#three#times#to# complete#the#Captcha,#but#didn’t#understand#why#they#were#asked#three#times#to#do#so.# There#should#be#an#onDscreen#message#displaying#an#explanation#as#to#why#redoing#the# Captcha#is#required.## ! ! !
47.
47# # ! ! Feedback!to!the!user/Recommendations.! ! 1.! The#website#should#have#a#direct#link#to#the#app#and#say#DOWNLOAD#APP#HERE.# # 2.! The#loyalty#scheme#membership#registration#should#be#kept#separate#from#the#app## # 3.!
The#loyalty#scheme#starter#pack#could#be#send#in#a#soft#format,#whereby#the#address# fields#are#required#for#a#hard#version,#making#the#duration#of#the#registration#process# unnecessarily#longer.## # 4.! The#screen#should#prompt#the#user#in#advance#as#to#the#characters#the#password#required# during#the#registration#form#process.# # 5.! The#captcha#form#process#needs#reviewing.#The#user#shouldn’t#have#to#complete#it#three# times.## # 6.! The#app#should#be#located#on#the#Apple#app#store.## # #
48.
48# # APPENDIX!4! ! User!2!Scenario!1! Platform:## Mobile# Task:## #
Booking#cinema#tickets#on#IMC#Cinema’s#website## Persona:## Celine,#45#years#old#Solicitor## Steps:! # Step!1!–!On!the!homepage!of!IMC!Cinema’s!mobile! site! # Celine#was#asked#to#book#2#cinema#tickets#on#IMC# Cinema’s#mobile#site.#She#could#could#choose#a#movie# of#her#choice#and#on#a#date#of#her#choice.## # # Step!3!–!Selecting!the!movie!showing!time! # Celine#was#able#to#comfortably#scroll#down# the#page#and#select#the#21.30#hours#showing#time.# # Step!2!T!Selecting!the!cinema!location,!movie!and!date# Celine#showed#no#signs#of#difficulty#in#selecting#the#cinema# location,#the#movie#of#her#choice,#Bad#Santa#2#and#the#date# of#Thursday,#the#8 th #of#December#2016.# # #Step!4!–!Select!the!ticket!type! Celine#saw#there#was#an#Online#Thursday#special#for#5# euros#per#ticket#and#selected#2#tickets,#which#came#to#a# total#of#11#euros,#including#a#1#euro#booking#fee.# #
49.
49# # # ! # ! ! # Overall# the# user#
didn’t# encounter# any# delays#or#major#setbacks#throughout#the#process.# She#was#able#to#get#through#the#steps#quickly#and# without#any#pain#points.! Step!5!–!Selecting!a!seat! ! A#Select#Your#Seats#window#appeared# # Step!6!Selecting!a!seat!continued!# # and#when#scrolling#down#further#on#the#page#she# saw#that#seats#couldn’t#be#reserved#for#this# showing.# Step!7!–!Paying!for!the!tickets! # After#clicking#on#the#blue#CONTINUE#button#on#the# seat#selection#page#in#Step#5,#Celine#was#taken#to# the#payment#section.# # Step!8!–!!Paying!for!the!tickets!Continued! In#the#payment#section#when#scrolling#down#further#on# the#page,#she#was#asked#to#fill#in#her#contact#details#and# credit#card#information.# ! #
50.
50# # ! ! Top!3!User!Problems! ! In#this#scenario,#the#user#didn’t#encounter#any#major#pain#points.#They#understood#the#process# clearly#and#were#able#to#book#their#ticket#without#any#major#setbacks#or#time#delays.# ! Heuristics! ! 1.! Aesthetics*and*minimalist*design* If#the#movie#showing#doesn’t#allow#seat#selection,#then#there’s#no#need#to#have#this#step# included.#It#only#creates#extra#delay#for#the#user#in#completing#the#process#of#buying# cinema#tickets.# # 2.! Match*between*system*and*the*real*world* In#Step#4,#when#selecting#the#ticket#type,#there#is#a#message#stating#NOT*LOGGED*IN.*My* IMC*Member?*Sign*In*to*our*domain*to*avail*of*a*10%*on*online*bookings.#On#most# websites,#the#option#to#sign#in#as#a#member#would#be#on#the#homepage,#or#the#first#page# of#the#process.## # ! Feedback!to!the!user/Recommendations! ! 1.!
The#seat#selection#part#should#be#excluded#if#it’s#not#required#for#a#particular#movie# booking.# # 2.! There#should#be#an#option#on#the#homepage#to#sign#in#as#a#member#for#those#who#are# members.#Placing#the#Sign#In#as#a#member#at#the#ticket#type#stage#of#the#booking#journey# is#too#late.#There#should#be#an#option#at#the#very#beginning#on#the#homepage.# # 3.! The#order#of#cinema#location,#movie#and#date#should#be#interchangeable#and#more# flexibility#provided#to#the#user#to#navigate#between#the#three#menus.## # 4.! Although,#the#user#didn’t#click#on#the#Film#Times#tab#on#the#home#page#while#performing# the#task,#should#the#user#do#so,#the#film#times#are#listed#for#all#the#movies#not#for#the# specific#movie#the#user#searched#for.#This#might#be#confusing,#so#the#film#times#should#be# kept#pertinent#to#the#movie#the#user#is#searching#for.# # !
51.
51# # ! APPENDIX!5! ! User!2!Scenario!2! Platform:## Mobile# Task:## #
Registering#for#the#IMC#App# Persona:## Celine,#45#years#old#Solicitor# Steps:! ! Step!1!–!Registering!for!the!IMC!App! Celine#was#unsure#as#to#where#on#the#homepage#you# clicked#to#register#for#the#app.#She#assumed#the#blue# Register#button#would#take#her#there,#so#she#clicked# on#it.# # Step!2!–!Starting!the!registration!process! She#was#confused#when#the#next#screen# displayed#ALREADY#REGISTERED#–#LOGIN#as#she# knew#she#had#never#previously#registered#on#the# IMC#site.# # # Step!3!–!The!registration!Form! When#she#scrolled#down#the#page#registration#form# fields#appeared#prompting#her#to#fill#out#her# contact#information# #
52.
52# # Step!4!–!Choosing!a!password! ! When#she#typed#a#password,#she#received#a#message# in#red#saying#the#password#needed#to#have#one# uppercase#character.!! ! ! ! # ! ! ! ! ! ! ! ! ! Step!5!–!Getting!the!password!right! ! Celine#then#typed#another#password#that#contained# one#Uppercase#character.#Another#message#in#red# appeared,#saying#the#password#required#a#special# character.# # Step!6!–!Continuing!the!registration!process! ! Continuing#on#the#page#to#complete#the# registration#fields,#she#came#to#the#name#fields.#She# was#confused#when#a#red#message#appeared# prompting#a#value#for#the#last#name.#She#said#value# didn’t#make#sense#to#her#in#this#context.# # Step!7!–!Choosing!!gender!! ! She#mentioned#she#didn’t#understand#why#she# had#to#fill#out#gender#information.# ! !
53.
53# # ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! # # # ! ! ! ! ! ! ! ! ! ! !! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Step!9!–!Completing!the!registration!form! ! When#prompted#with#JOIN#OUR#LOYALTY,#Celine#was# confused#at#this#point#as#to#whether#she#was# registering#for#the#app#or#for#some#loyalty# membership.# ! Step!8!–!Choosing!!movie!genres! ! She#chose#Drama#as#her#favourite#movie# genre# # ! ! Step!11!–!Completing!the!Captcha# # She#had#to#select#all#the#squares#in#the#picture# with#street#signs# # Step!10!–!Performing!the!Captcha! ! !
54.
54# # ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! Step!13!–!Problems!with!Captcha!! ! ! She#then#received#a#message#saying#try#again#in# 15#minutes.### # Step!14!–!Redoing!the!Captcha!again! ! She#went#through#the#Captcha#process#again#and# had#to#select#all#pictures#with#store#front#images.# # Step!15!–!More!problems!with!Captcha!again! # She#got#a#message#again#saying#CAPTCHA#NEEDED.# SORRY…#and#to#try#again#in#15#minutes.#At#this# point,#Celine#was#very#confused#as#to#whether#she# was#completing#the#Captcha#part#correctly#or#not# and#didn’t#understand#where#she#was#going#wrong.# She#redid#the#Captcha#5#times#and#each#time# received#the#same#response#of#CAPTCHA#NEEDED.# SORRY….#And#try#again#in#15#minutes.# # Step!12!–!Completing!the!Captcha!Continued! # Celine#wasn’t#sure#if#she#had#completed#the# Captcha#correctly#or#not#when#she#read#the#blue# CAPTCHA#NEEDED.#SORRY….# ! !
55.
55# # ! ! Step!17!–!Logging!into!the!app! # So#the#app#had#downloaded#on#her#smartphone.# When#she#clicked#on#the#app#icon,#a#screen# appeared#prompting#her#for#her#log#in#details.# # # # # Step!18!–!Problems!logging!onto!the!app! # She#entered#her#email#and#password#information# and#clicked#on#the#blue#LOGIN#button#but#nothing# happened.#She#was#unable#to#access#the#app.# # # Step!16!–!Registering!for!the!app!on!Google! Play!Store!! ! After#5#unsuccessful#attempts#of#trying#to# complete#the#Captcha,#feeling#very# frustrated#and#confused,#she#decided#to# download#the#app#from#the#Google#Play# store.## #
56.
56# # ! ! Top!3!User!Problems! ! 1.! The#user#encountered#delays#completing#the#registration#process#when#confronted#with# the#password#requirements.# # 2.! Completing#the#Captcha#part#was#very#frustrating#and#confusing.#The#user#attempted#it#5# times#and#still#had#not#managed#to#successfully#complete#it#and#finish#the#registration# process.#She#was#not#sure#where#she#was#going#wrong#and#the#screen#did#not#provide#her# enough#information#as#to#the#next#steps#to#take.## # 3.!
Not#being#able#to#access#the#app#on#her#smartphone#after#downloading#it#from#the# Google#Play#Store.! ! ! Heuristics! ! 1.! Visibility*of*System*Status* At#the#Captcha#part#of#the#registration#process,#it#wasn’t#always#clear#as#to#what#the#user# was#doing#wrong#and#what#next#steps#the#user#had#to#take.# # 2.! Consistency*and*Standards* It#wasn’t#obvious#as#to#where#exactly#you#could#download#the#app.#There#was#no#direct# link#to#it#on#the#website.#The#user#assumed#the#Register#button#was#to#download#the#app# but#wasn’t#100%#sure#if#it#was#registering#for#membership#or#registering#for#the#app.# # 3.! Help*and*Documentation* At#the#Captcha#part#of#the#registration#process#where#the#user#unsuccessfully#completed# it#5#times,#there#should#have#been#additional#onscreen#help#and#support#instructions# given#to#the#user.## # # Feedback!to!the!user/Recommendations! ! 1.! The#website#needs#to#have#a#button#with#a#direct#link#to#the#app#saying#DOWNLOAD#THE# IMC#APP#HERE.## # 2.! Before#completing#the#password#field#the#user#should#be#prompted#that#they#need#to#fill# out#a#password#with#at#least#one#uppercase#character#and#at#least#one#special#character.## # 3.! The#Captcha#process#needs#to#be#simplified.#If#the#user#encounters#several#unsuccessful# tries#in#completing#the#Captcha,#the#page#should#bring#them#to#a#help#or#support#form# with#further#information#and#a#contact#they#can#email#or#phone.# # 4.! The#app#needs#to#explain#to#the#user#why#they#cannot#login,#instead#of#merely#leaving#the# page#blank#and#the#user#confused#as#to#what’s#going#on.# # #
57.
57# # ! APPENDIX!6! User!3!Scenario!1! Platform:!! Mobile#! Task:## #
To#book#a#movie#ticket#on#the#IMC#Cinema’s#website#on#any#day#at#any#time! Persona:## Male,#29#years#old#Taxi#Driver#! Steps:! Step#1#–#Choose#Viewing#Location# Step#2#–#Details#of#Location,#Movie#&#Date# # # # # # # # Step#3#D#Selecting#the#above,## # # # # Step#4#D#Viewing#Trailer# provides#details#about#time,## trailer#and#Location# # # #
58.
58# # Step#5#D#Selecting#Number#of#Tickets# # #
# Step#6#–#Viewing#Seating#Map# # # # # # # # # # # # # # # Step#7#–#Payment#Details## # * * ** * # # * * * * * * * * ! !
59.
59# # Top!2!User!Problems! 1.! While#booking#tickets#the#number#of#tickets#wouldn’t#show#the#quantity#of#tickets#chosen.# You#can#only#know#by#the#subtotal#column#showing#on#the#right#side.#(Step#5).# # 2.! Booking#should#be#mentioned#before#the#user#selects#the#number#of#tickets.#It#should#not# increase#with#the#number#of#tickets#bought.# # Heuristics!# 1.!
Aesthetics*and*Design* The#details#are#clear#(Step#3).#It#provides#information#about#director,#starring,#poster,# trailer#and#timings#for#the#selected#day.#The#trailer#pops#up#ad#plays#without#fault.## Also# while# booking# tickets# the# number# of# tickets# should# show# the# quantity# of# tickets# chosen.#The#quantity#wouldn’t#show#up#in#chrome#(mobile).#However,#would#appear#while# using#internet#tab#on#mobile#device.# # 2.! Systems*and*real*world# Choosing#where#you#sit#in#the#cinema.#(Step#6)# # 3.! Consistency*and*standards# Login#on#top#right#on#the#page.#(Step#1)# # 4.! Help*and*documentation* Auto#fill#to#be#incorporated#on#the#payment/Check#out#page.# Feedback!to!the!user/Recommendations! ! 1.! The#design#should#be#aligned#to#all#types#of#browsers.## # 2.! Autofill#should#be#incorporated#for#all#browsers.# # 3.! The#filter#should#be#movie#based#instead#of#venue#based.#The#venue#for#cinema#should# not#be#aligned#alphabetically,#Dublin#cinemas#should#be#appearing#separately.## # 4.! The#focus#on#the#website#should#be#on#user.#For#instance,#the#user#should#be#able#to#book# a#ticket#for#a#movie#in#3#weeks#in#advance.## ! ! ! ! !
60.
60# # APPENDIX!7! User!3!scenario!2:! Platform:## Mobile## Task:## #
To#register#for#the#IMC#cinema#app# Persona:## Male,#29#years#old,#Taxi#Driver## Steps:! Step#1#–#Screen#when#you#open#app# # # # Step#2#–#Searching#for#registering# # * * * Step#3#–#Registration## # # # # # Step#4#–#Registration#Form#Continued# # ## #
61.
61# # Step#5#–#Setting#a#password# Step#6#–#Setting#a#password#Continued# * *
* * * * * * * * * * * # # # # * # # ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! # # Step#7#–#Captcha# # # Step#8#–#Captcha#Continued# # # # #
62.
62# # ! ! ! ! ! ! ! ! ! ! Top!3!User!Problems! 1.! While#registering#for#the#Cinema,#setting#up#password.#It#would#setup#after#the#user#had# made#two#passwords.#(Steps#5#).# # 2.! In#Step#9,#there#is#confusion#that#its#says#already#registered#yet#the#user#has#to#sign#up# after#15#minutes.# # 3.!
The#process#has#unnecessary#information.## Heuristics!! 1.! Recognition*Rather*than*recall* It#should#show#above#or#below#the#rules#that#should#comply#with#the#password.### # # After#registering#it#should#login#or#signup#automatically.#There#should#be#no#lag#in#the# system.# # Step#9#–#Registered# # #
63.
63# # 2.! Flexibility#and#efficiency#of#use# For#instance,#when#you#open#the#application,#it#gives#an#option#to#login#directly.#Which#is# good#for#users#who#are#already#registered.#fast#tracks#the#process.# # 3.! Help#and#documentation* #The#Important#information#required#Should#have#an#asterisk#on#top#of#them.#So#that#the# user#doesn’t#fill#the#full#information#is#he#doesn’t#feel#like#it.## # Feedback!to!the!user/!Recommendations! 1.!
Reduce#the#number#of#steps#in#the#process.# # 2.! The#option#to#register#should#be#on#the#main#page#of#the#application.## # 3.! Not#to#Question#the#user#so#much.#Moreover,#the#user#might#not#want#to#register#in#the# end.## # 4.! Clear#choice#of#words#&#explanation.## # 5.! Website#doesn’t#mention#anywhere#clearly#about#the#application.# ! ! ! ! ! ! !
64.
64# # ! APPENDIX!8! User!4!Scenario!1! ! Platform:## Desktop# Task:## #
To#book#a#movie#ticket#for#any#day#and#time#in#Dublin#via#IMC#cinema’s## ###########################website.# Persona:## Female,#27#years#old,#Housewife## Steps:# Step#1#D#Googled#IMC#Cinema# # # Step#2#D#Screen#After#Clicking#on#the#first#page## # #
65.
65# # # # Step#3#D#Select#Movie## ## # Step#4#D#Views#Trailer## # # # #
66.
66# # # # Step#5#–#Views#Trailer#Continued# # * Step#6#D#Opens#a#New#Tab#of#FANDAGO#Website## # # * *
67.
67# # * * Step#7#D#Selects#Savoy#Dublin#Twice#and#Selects#Time## # * Step#8#D#Selects#Number#of#Tickets## # * # #
68.
68# # # # Step#9#D#Select#Seating## # * Step#10#D#Autofill#Details## # # ! !
69.
69# # ! ! Top!3!User!Problems! 1.! The#website#selected#Galway#by#itself,#user#had#to#select#the#venue#twice#for#booking.## # 2.! The#Trailer#says#get#ticket,#when#the#user#clicks#on#get#it#opens#an#American#ticket# booking#website.# # 3.!
The#user#wanted#to#select#a#ticket#after#3#weeks.#However,#the#website#doesn’t#give#the# option.## Heuristics!! 1.! Systems*and*real*world# Choosing#where#you#sit#in#the#cinema.## # 2.! Consistency#and#standards# Register#on#top#right#on#the#page.# # 3.! Help*and*documentation## Auto#fill#incorporated#on#the#payment/Check#out#page.# # 4.! Aesthetics*and*Design# The#details#are#clear#for#timing#and#date.#It#provides#information#about#director,#starring,# poster,#trailer#and#timings#for#the#selected#day.#The#trailer#pops#up#ad#plays#without#fault.# But#the#pop#up#of#the#trailers#should#adjust#according#to#the#screen#width.#The#user#has#to# scroll#down.#Also,#change#the#time#for#the#cinema.# # 5.! User#control#and#freedom# If#the#user#click#on#the#trailer#want#to#escape#the#individual#can#by#clicking#anywhere#on# the#screen.# # Feedback!to!the!user/Recommendations! 1.! The#get#info#button#on#trailer#should#direct#them#to#the#page#o#select#tickets,#timing#and# venue.## # 2.! The#filter#should#be#on#according#to#the#movie,#time#and#venue#(automatically#filter#on# venue).#For#Instance,#a#person#who#want#to#watch#ballet#can’t#find#it#because#it’s#only# shown#in#Athlone.# ! ! ! !
70.
70# # ! APPENDIX!9! User!4!Scenario!2! # Platform:## Desktop# Task:## #
To#Register#on#IMC#website## Persona:## Female,#27#years#old,#Housewife## Steps:# Step#1#D#Open#Website#Via#Google## # * # #
71.
71# # Step#2#D#Searched#for#the#Option## # # Step#3#D#After#Selecting#option## # # # #
72.
72# # Step#4#–#End#of#Process* # # Top!3!User!Problems! 1.! There#is#no#search#option#in#the#website.## # 2.! The#user#couldn’t#find#the#option#for#gift#cards.## # 3.!
Users#want#an#option#to#buy#it#online#ad#gift#it#in#email.## Heuristics!! 1.! Consistency*and*standards* #No#Search#Button## # # ! Feedback!to!the!user/Recommendations! 1.! The#option#for#eDcard#should#be#available.#As#Xmas#is#approaching#users#might#want#to# buy#gift#cards#online.# # 2.! They#should#highlight#it#as#much#as#possible#it’s#a#business#prospect.### #
73.
73# # # APPENDIX!10! User!5!Scenario!1! ! Platform:# Mobile# Task:# #
To#book#a#movie#in#a#local#cinema# Persona:# Grandad#B,#65#years#old,#Grandfather# Steps:# # Step#1#–#Google#Cinema# # # # # # Step#2#–#Click#on#IMC#Tallaght# # # # # # # # # # # # Step#3#D#Select#Film#and#Date# # # # # Step#4#D#Result# # # # # # # # #
74.
74# # Step#5#D#Select#ticket#type# # #
# # Step#6#–#Result# # # # # # # Step#7#D#Not#sure#about#3Plus# # # # Step#8#D##Captcha#Frustration# # # # # # Granddad#B#gave#up#as#he#was#frustrated#with#the#activity#of#booking#a#film.# # ! ! ! !
75.
75# # APPENDIX!11! User!5!Scenario!2! # Platform:# Mobile# Task:# #
Registering#for#the#app! Persona:# Grandad#B,#65#years#old,#Grandfather# Steps:# ! He#tried#to#find#the#app#on#the#website,#but#couldn’t.# Step#1#D#Search#for#the#App#on#Google#Play#Store# # # Step#2#D#Result# # # # # # # Step#3#D#Click#on#Install# # # # # # Step#4#D#Register# !! ! ! # Granddad#B#gave#up#as#he#was#not#prepared#to#go#through#email#and#password#etc.# !
76.
76# # ! ! Top!3!User!Problems! ! 1.! User#had#to#scroll#in#on#screen#to#see#information#and#lost#content.# # 2.! User#could#not#delete#pop#up#messages#at#first#click.# # 3.!
User#could#not#see#CAPTCHA#code#as#the#keyboard#hid#the#code#when#activated.# ! Heuristics! 1.! Flexibility*and*efficiency*of*use# The#booking#of#a#film#was#trickier#on#mobile#than#on#desktop#as#the#evaluee#had# previously#done#and#found#easy#to#use.##It#was#hard#to#select#ticket#type#on#mobile#and# when#typing#in#Captcha#the#code#was#obscured#when#the#keyboard#was#activated.##The# app#could#not#be#found#on#the#website#on#mobile.### # 2.! Aesthetic*and*Minimalist*Design# The#website#is#not#user#friendly#on#mobile#for#those#who#are#not#tech#savvy.##The#App#is# easy#to#download#but#requires#emails#and#passwords#to#activate.# # 3.! Help*and*Documentation# Captcha#is#not#a#good#user#experience.##Also#choosing#a#ticket#type#is#tricky.# ! Feedback!to!the!user/Recommendations! ! The#website#is#not#age#friendly.##It#assumes#the#user#will#go#backwards#and#forwards#looking#for# films,#dates,#times,#tickets.##The#user#found#the#experience#of#booking#a#film#on#the#mobile# frustrating.##This#needs#to#be#made#more#user#friendly#and#adaptable#for#all#ages#and#knowledge# of#technology.# # ! ! ! ! ! !
77.
77# # ! # APPENDIX!12! User!6!Scenario!1! Platform:# Mobile# Task:# #
Buying#a#gift#card# Persona:# Nanna#B,#57#years#old,#Grandmother# Steps:# # # ! Step#1#D#Google#Cinema#Tallaght# # # # Step#2#D#Click#on#IMC#Tallaght # # # # # Step#3#D#Scroll#to#the#bottom#of#screen#to#Useful#Stuff.# # # Click#on#Gift!Cards.# # # # # Step#4#D#Result# # # # # # # Screen#presented#is#for#information#only#as#you#cannot#buy#Gift!Cards!online.##You#can# purchase#them#in#any#IMC#Cinema#and#they#can#be#used#in#all#IMC#Cinemas.#
78.
78# # # # APPENDIX!13! User!6!Scenario!2!! # Platform:# Mobile# Task:# #
Hiring#a#cinema#venue#for#a#Christmas#party#for#family#and#friends# Persona:# Nanna#B,#57#years#old,#Grandmother# Steps:# # # ! ! # Step#1#D#Google#Cinema#Tallaght# # # # Step#2#D#Click#on#IMC#Cinema# # # # # # # Scroll#to#the#bottom#of#screen#to#Useful#Stuff.# # Step#3#D#Click#on#Cinema!Hire# # # # Step#3#D#Result# # # # # #
79.
79# # # # #
# Step#4#–#Contact#Form## # # # # Step#5#–#Captcha# # Scroll#down#to#your#location#and## click# on#it#which#brings#you#to#a## contact#form.##Complete#your## comments#and#complete#a# # # # # # ! Top!3!User!Problems! ! 1.! User#could#not#buy#a#gift#card#online#even#though#a#few#steps#are#essential.# # 2.! User#found#Captcha#code#not#working#even#after#a#few#attempts.# # 3.! User#could#not#see#cost#of#cinema#hire#before#making#enquiry#about#booking.# # Heuristics! ! 1.! Flexibility*and*efficiency*of*use# The#website#is#not#easy#to#use#on#mobile.#You#have#to#scroll#up#and#down#a#lot.# # 2.! Aesthetic*and*Minimalist*Design# The#information#on#how#to#obtain#a#gift#card#is#too#large#for#the#screen#on#mobile#and# the#user#cannot#see#it#all#in#one#go.# # 3.! Help*and*Documentation# The#contact#form#is#difficult#to#use#on#mobile.##Also#the#CAPTCHA#can#be#tricky# Form#is#difficult#to#fill#in#and# Captcha#does#not#work#on# first#attempt.# #
80.
80# # # Feedback!to!the!user/Recommendations! # The#website#is#not#age#friendly.##It#is#difficult#to#see#small#print#in#Useful#Stuff.# Useful#Stuff#is#very#generic.##You#should#be#able#to#buy#a#gift#card#online.##There#should#be# more#information#provided#about#Cinema#Hire,#detailing#cost#etc.# # # ! ! ! ! ! ! ! ! ! ! ! # # ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! !
81.
81# # ! ! # APPENDIX!14! ORM!Strategy!–!Image!1!K!Google!First!Page!Result! # # ! # # #
82.
82# # APPENDIX!15! ORM!Strategy!–!Image!2!–!Google!Images! # # # Image#3#D#Google#Maps# # # # #
83.
83# # ! APPENDIX!16! ORM!Strategy!–!Image!4!–!News!on!Google! # # # #
84.
84# # APPENDIX!17! ORM!Strategy!–!Image!5!–!Videos!on!Google! # #
Baixar agora