Serpentine Galleries mobile tours

The Serpentine Galleries released and launched their mobile tours in 2016. The mobile tours aim to enhance the exhibition experience for users when they pay a visit to the galleries or the Pavilion. The product is accessible on site when users connect to the public Wi-Fi.

Sarah conducted onsite user testing for the Serpentine Galleries’ mobile tours web app, surveying real attendees. The testing covered a spread of demographics as well as a range of the most widely used mobile devices. These results were compiled into a comprehensive usability report on the service and how it performs with the audience.

The study focused on how users connect to the Wi-Fi, how they launch the tours, their typical journey and their experience of the navigation. Findings also gathered users’ thoughts and opinions of the content and product as a whole.

The report unpacked each of these areas with dedicated areas of exploration and visualised the data gathered. Sarah proposed clear recommendations for improved functionality and content.

Serpentine Galleries used this study to help steer their content priorities and future digital development.