Online NEMO Training Course on visitor experience design

Seventeen participants from thirteen countries met online for the NEMO Training Course 'Re-thinking Museum Practice for 21st Century Visitors'. Lisa Baxter of the Experience Business led participants on a journey that encouraged everyone to consider the total experience had by visitors in the museum: from the moment the enter the building (or click on your webpage) till their departure with memories and stories to share. The participants met for three engaging sessions on 18, 24 and 31 March 2021.

The NEMO Training Course sessions each lasted for two hours, followed by fifteen-minute periods of ‘open space’ for casual discussion or follow up questions. Participants were clearly engaged with the content and delivery from Baxter as well as one another. Each session included an activity to be completed independently, with the opportunity to share findings. Multiple participants outlined changes that they would be suggesting within their institutions or even decided to introduce lessons learned to their colleagues. This was supported by Baxter, as her approach to Visitor Experience Design follows a holistic, whole operation approach. Everyone working in the museum can contribute to making the experience of visitors exceptional.

The participants learned about the value of empathy and the Visitor Hierarchy of Needs. They took a tour of visitor typologies and had an introduction to the practice of visitor journey mapping, and discussed the value of co-creation and design thinking. These topics, backed by theory and supplied resources, were covered in examples and group activities.


    The NEMO Training Course was well-received by the participants who stated, amongst others, that:  

    • “It was my first participation at a NEMO workshop and I am very pleased. I think the choice of subject and speaker was very relevant to my concerns.”
    • “Perfect communication between facilitator, NEMO and participants, interactivity, positive atmosphere, new knowledge, and perfect examples for the topic.” 
    • “I think that this training has forced me to take a new look at my daily life, to solve problems more creatively, empathize with the needs of another person (visitor).”