Designing Museum Experiences

Designing Museum Experiences is a “how-to” book for creating visitor-centered museums that emotionally and intellectually connect with museum visitors, stakeholders, and donors.
Museums are changing from static, monolithic, and encyclopedic institutions to institutions that are visitor-centric, with shared authority that allows museum and visitors to become co-creators in content creation. Museum content is also changing, from static content to dynamic, evolving content that is multi-cultural and transparent regarding the evolution of facts and histories, allowing multi-person interpretations of events.
Designing Museum Experiences leads readers through the methods and tools of the three stages of a museum visit (Pre-visit, In-Person Visit, and Post-visit), with a goal of motivating visitors to return and revisit the museum in the future. This museum visitation loop creates meaningful intellectual, emotional, and experiential value for the visitor.
Using the business-world-proven methodologies of user centered design, Museum Visitor Experience leads the reader through the process of creating value for the visitor. Providing consistent messaging at all touchpoints (website, social media, museum staff visitor services, museum signage, etc.) creates a trusted bond between visitor and museum. The tools used to increase understanding of and encourage empathy for the museum visitor, and understand visitor motivations include: Empathy Mapping, Personas, Audience segmentation, Visitor Journey Mapping, Service Design Blueprints, System Mapping, Content Mapping, Museum Context Mapping, Stakeholder Mapping, and the Visitor Value Proposition.
In the end, the reason for using the tools is to empower visitors and meet their emotional and intellectual needs, with the goal of creating a lifelong bond between museum and visitor. This is especially important as museums face a new post COVID-19 reality; only the most nimble, visitor-centered museums are likely to survive.
The companion website to Designing Museum Experiences features:
Links to additional visitor-centered museum informationDownloadable sample documents and templatesBibliography of sources for further readingOnline glossary of museum visitor experience termsDaily checklists of “how-to” provide and receive visitor-centered experiencesMore than 50 associated Designing Museum Experiences documents

Mark Walhimer is a managing partner of Museum Planning, LLC, a museum consultancy, and a part-time industrial design professor.
Walhimer is the founder of Museum Courses, an online platform for online museum courses, and has taught at Georgia Institute of Technology in Atlanta, Georgia and at Tecnológico de Monterrey and Universidad Iberoamericana, both in Mexico City.
Prior to starting his company, Walhimer held positions at Discovery Science Center in Santa Ana, California; the Children’s Museum of Indianapolis; the Tech Museum in San Jose, California; and Liberty Science Center. He has also been Chief Operating Officer of a museum exhibition design and fabrication firm, and is the author of Museums 101, a how-to guide for creating and organizing all varieties of museums and companion website museums101.com.
Mark Walhimer has been a three-time juror for the United States Department of Energy Solar Decathlon, an American Alliance of Museums Museum Assessment Program (MAP) peer reviewer, and an Institute of Museum and Library Services peer reviewer.
He has a bachelor’s degree in studio art from Skidmore College in Saratoga Springs, New York, and a master’s degree in industrial design and exhibition design from Pratt Institute in Brooklyn, New York.