Tag Archives: user experience

Welcoming your participants – first impressions count!

You know the saying: you can tell in the first 2 minutes if you’re going to get on with someone. Well, I think people make a similar decision at events – are they going to have a great experience, or not? The welcome a participant gets at an event can set the tone for their whole experience.

When someone books a ticket to an event, they get an idea of what to expect from the website/social media coverage and from conversations about past events. They arrive full of excitement and expectation – and as event organisers, we need to meet (or exceed!) their expectations.

This starts with the moment they walk through the front door. First impressions count – so how do you make sure they’re good?

First of all, guide participants through the door. Put up a big sign so they don’t get lost – you know where registration is, but they have no idea. It might be subliminal, but being told where to go and knowing that you’ve got there makes you feel safe and gives you confidence.

As people arrive, do your best to avoid a queue. Try and stagger the arrival time or at least encourage people to arrive early so you don’t get a huge rush 10 minutes before the welcome kicks off. However, if you do have a queue, make sure participants have an idea of how long they’re going to be waiting and let them know exactly what will be required of them at the registration process to speed things up. And give them something to do or look at while they wait – make it part of the experience!

When they get to registration, make sure they are met with a smile. Ensure that the people on registration follow the same dress code as the participants – they shouldn’t be smart if the participants are casual (or vice versa). It sounds simple, but if someone’s dressed in the same way as you, it makes you feel like you’re in the right place.

Sharing information is a vital part of the welcome, too: check that everyone on registration has all the information participants will need. Our golden rule is if someone has to ask a question it’s because we’ve failed to share the information. Participants will need to know some or all of the following:

  • where the toilets are
  • where to get tea/coffee
  • where to find the cloakroom
  • where the opening session is
  • how to log on to the wi-fi
  • where lunch will be held

Of course, if they’ve arrived late they might just want you to take them to the opening talk!

You know the information that you need to share, so share it – and if you do get asked a question on something you’ve missed, write it down on a sticky note and make sure you share that info in future.

Finally – make sure the registration team has time to chat with participants. If someone wants to tell you their journey sucked, or that they are super excited about the day, make time to engage with them – it’s part of providing a great customer experience.

This is a busy, stressful time for the event team – but participants don’t need to know that. What they want to know is that they are welcome and that there are friendly people at the event. It can be pretty stressful for some (most!) people to walk into a full room full of strangers, so if the welcome can relax them even a bit, it makes the whole experience a little easier.

UXScotland 2013 Free Form Feedback comments

We ask all our participants to provide feedback on their conference experience to help us continue to design an event that meets their aims and goals. We have responded to the constructive feedback in the comments below at the end of this document.

Below are the free form answers given to the question What best sums up your overall experience of UX Scotland?

  • I learned so much and built some great friendships.
  • Very good user experience! Very well organised conference.
  • Great experience with collaboration at the core.
  • Useful enjoyable, I have taken away many things that I will put into practice at work.
  • Overall good although some talks centred around a potentially interesting subject matter were not delivered in an engaging manner.
  • Very friendly and welcoming conference. Lovely food. Three tracks seemed a bit much for the size of the conference, one or two possibly with more slightly shorter sessions.
  • Mass info overload, but good all good, learnt so much that will help me in my new career.
  • Like so many people, great to be and around others who speak the same language, face the same challenges. Going back to work heartened and galvanised.
  • The range of topics has been good, with some standout sessions. Venue very appropriate
  • Cosy, inspiring and very well organised.
  • First time I spoke at a conference of that scale, everything was taken care of and I felt well taken care of as a speaker. Great venue and good networking opportunities.
  • Excellent organisation, brilliant speakers/content and wonderful people! Really feel the event has brought together locals I have never previously met.
  • Great relaxed atmosphere, helped by venue. Good mix of talks.
  • Learnt lots of interesting ideas and examples that would benefit my organisation across all our teams.
  • Great connecting with thought leaders and practitioners in a beautiful and relaxed setting. Part castle, part circus, part alien lair, all awesome.
  • I have had a great couple of days and am excited to see how this conference develops in the future as the community grows. On another note I would really love to see all the talks that I could not go to so if they are available online it would be amazing.
  • A great platform for conversation on UX and many other topics!
  • Fun interesting people and some great sessions please come back next year and bring the ace weather again!
  • I learned a few nice things like how to do Lean UX and Sketchnoting that I was not aware of. I met lovely people with the same interests and challenges and I want another one next year.
  • Good mix of presentation topics and styles.
  • Met some lovely people, heard about new things, tasted Whisky for the first time.
  • Excitement and pride that I am associated with such a clever bunch.
  • Really informative. Generally well led session’s good mix of theory and practice, plenty of food for thought. Liked short sessions easier to digest. Thought the breaks could be shorter so we could finish earlier.
  • Great way to develop and enthuse the UX community on Scotland.
  • A lot of fun. Eye opening learning something I don’t understand at all.
  • Learnt to sketchnote and spoke at the conference for the first time. It was ace!!
  • Interesting, informative energising.
  • Great friendly event for the UX community in the heart of Scotland. Just needed better time keeping for speakers. Great to see an event which isn’t in England (London).
  • Very interesting topics covered by thought provoking sessions and fun workshops. Great Keynotes and lots of variety.
  • My first time meeting fellow practitioners from Scotland. Need to do it more.
  • The fabulous offbeat venue really beats a dull hotel! Beautiful setting. Wide variety of talks free drinks tickets.
  • Eye opening insight into a discipline that has helped me understand and express the questions I already had.
  • Some interesting insights, but nothing ground breaking.
  • I feel enthused and more immersed in the whole UX community/buzz. Being relatively new to the field it has really broadened my experience.
  • A great range of UX speakers and topics. Great to meet lots of people. Really friendly atmosphere and a lovely venue.
  • Hot food would be good or more options. Hotel info sooner.
  • Thought provoking. Could have had more interactive workshops. Intros could have been more engaging.
  • Good range of sessions. Really enjoyed the comics workshop. Beautiful venue, some noise travelled a bit (not drastic though). Would be good to have speaker pics on the website.
  • Great learning experience.
  • Sharing is casing.
  • Meeting new people and getting a whole range of experiences and new information. It was very well organised and I enjoyed myself.
  • Looking at my work with a new set of eyes. Need to work on my preaching skills.
  • Interesting most not directly applicable to my current work but enjoyable for that reason. Lots of food for suggestions to make to my employer.
  • Great people, great food, love the discussion and interactive sessions.
  • Really liked designee bits – sketchnoting, comic books, other people seemed to as well.

Below is our response to the constructive feedback within the comments above:

You told us that some of the talks sounded interesting but were not delivered as well as you hoped.
We are exploring ways to mentor new speakers, work with submitters to sharpen up their offering and considering different ways to ensure the proposals that are chosen are what you see when you join the session.

We had a comment on the number of tracks in the conference – where less would be more! Once we have the submissions for the 2014 conference we will be able to assess whether reducing the number of tracks is reasonable or if there is a structure we can put in place to make it easier for you to choose sessions to suit your aims for your conference experience.
What about reviewing the talks you missed?
We were not able to film all the sessions at this year’s conference however any sessions that were filmed will be added to the coverage on the 2013 conference Lanyrd.com listing (http://lanyrd.com/2013/uxscot/coverage/)

Time keeping for some speakers was indicated as an issue.
We will work harder in 2014 to wrap up sessions before they overrun. Also, when setting the programme, we will consider which sessions overran in 2013 and where we can tighten things up for 2014.

It was mentioned that break lengths could be shorter to allow for earlier finishes.
We’ve considered this one at length but logistical requirements tie our hands. Not only do you, the participant need time to take in what you’ve learned at sessions as well as to connect with other participants but we also need time to make room set-up changes to prepare for different types of sessions. Wherever possible we will arrange the timetable to keep things as simple and quick as possible.

It was suggested that hot food or more options would be good.
We will work with the venues catering team to see what we can do.

You told us it would be useful to have hotel information sooner.
With this in mind we will include some links in the confirmation email when you purchase your tickets. You are also always welcome to contact us via our hotline to ask any questions about the venue or location – 01223 901700

We also received the comment that there could have been more interactive workshops.
We will do our best to make sure there is a good balance of session types at the 2014 conference and encourage you to consider submitting a session. If you have an idea for a workshop but aren’t sure how to go about shaping an engaging session around it let us know – we’ll see what we can do to help you out.