I started to analyse the existing, basic platform and began to draw my own feedback. But before actioning anything I wanted to understand what real users thought. I started to attend various events where Glisser was being used, and I used the app just as any other audience member.
I spoke to audience members after each presentation to understand firstly whether or not they used the Glisser app, and if not, why not. And for those that did I wanted to understand what they did and didn’t like about the experience.
The most important thing learned was that users were reluctant to download a disposable app from the App Store just for a single event. Whilst venues do usually offer free wi-fi, it’s rarely reliable, straightforward to connect, and fast enough to quickly download apps (sometimes downloading apps is even blocked).
Some other interesting feedback I received was that whilst the original platform worked well, it’s not always clear how to use everything on it. The learning curve to using the platform had sometimes got in the way of using it to its full potential. This meant that the redesign had to feel more intuitive, natural, and easy to pick up.