Identify the effectiveness of locations, programs, and presentations in the historical city of Nauvoo. This research would place the first benchmark for a 20-year roadmap.

No research had ever been done on location. There were 4 stakeholder groups and only was physically 1 on-location. Site usage and priorities were governed by many conflicting stakeholders, who constantly overruled each other with appeals to authority to various high-level leaders.

We visited the site and observed visitors’ experiences firsthand. We interviewed stakeholders, volunteers, and performers, uncovering pain points that users and employees experienced. We also discovered how these issues affect residents of the towns nearby.

Identified dysfunctional operations within the organization and provided consultation as the client developed their roadmap for improving the complex relationship between stakeholders, visitors and locals.

Date:
2017-2018

Client:
history.lds.org

Methods:
Surveys, Focus groups, Physical Site Evaluation, Contextual inquiry, Stakeholder Interviews

Roles:
Research Lead, Interaction Consultant