Mapping the Visitor Experience
Tuesday, December 3
8:00am–4:00pm
Presenter: Chuck Lennox
Visitor experience mapping is a valuable tool for understanding an interpretive experience from the visitor’s perspective.
Key Takeaways:
- Gain a greater understanding of the visitor experience concept
- Learn how to use site mapping tools as a participant in small group exercises
- Experience a new site as a “visitor” that will build greater empathy
The Visitor Experience encompasses more than just interpretation. From the time of decision making on a website to the arrival, further on-site and then the departure, many elements impact what our visitors experience.
Taking a modern technique from user experience design (technology), this workshop will introduce participants to visitor experience mapping - what it is, why engaging in visitor experience mapping is valuable to interpretive settings, its applications, and how results can be used to drive visitor outcomes and accomplish a site mission.
Using the conference site as a “visitor experience” we will document, evaluate and map the setting in small groups as if we are in an interpretive venue paying attention to the same elements visitors to our sites would such as the website, wayfinding, customer service, engagement and departure. Reconvening as a larger group, we will share our findings with each other with suggestions for improvement.
We will then make a connection to our home venues. Participants will be strongly encouraged to choose an issue or specific location at their home site to practice these new gained skills. Visitor experience mapping can be used at an entire site or for a single exhibit and has the potential to bring increased value to ensuring a well thought out and reviewed experience from entry to exit and beyond. Participants will be asked to make a commitment to produce a visitor experience map following the workshop focused on a particular issue at home. An e-toolkit for use at home will be provided to support this task.
Chuck Lennox, Principal/Consultant with Lennox Insites for 20+ years, is a visitor experience consultant using visitor experience mapping with clients to help them understand the challenges and highlights of the visitors at their sites.
Experience Level: Experienced
Price: $95
Meals: Lunch on your own
Minimum participants: 10
Maximum participants: 15