Designing visitor experiences that delight

29 April 2016
9:00am - 4:30pm


Citadines on Bourke Melbourne

131-135 Bourke Street, Melbourne  VIC

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When designing visitor experiences to delight, you first need to foster a deep understanding of your visitor and then apply the latest thinking, concepts and tools which will help you to redesign your product offering to align with visitor trends and needs. 

Within a competitive and dynamic tourism landscape, it’s increasingly important to create impactful visitor centric experiences that will delight the visitor. Doing so can drive positive engagement, reviews and sharing of content via social media contributing towards the sustainability of your visitor experience.

Some of the topics being discussed on the workshop are:

  • Delighting, exciting and inspiring…‘humanising’ the visitor experience.
  • The holistic experience – innovating for the visitor.
  • The foundations of 'customer centred’ experience, design and innovation.
  • Acquiring a deep understanding into unmet needs of your current and potential customers. 
  • Introducing the new customer innovation or service through planning, implementing and reviewing.
  • The on-going processes through which the overall visitor experience interactions and objectives are monitored, measured, reviewed, renewed and updated.

Expand thinking into creating the visitor experience that is personalised and contextualised and with an eye to the future to understanding motive and expectations, and anticipating visitor’s next need.


Ray is the Managing Director of I Imagine Creative Innovation, a design agency that is specialised in business strategy, innovation and customer experience. He is committed to working with the tourism, hospitality and accommodation businesses and organisations to create and deliver market competitive 'customer centric' services, experiences and business model strategies.

With 35 years’ experience, Ray is an accomplished global corporate leader with an impressive record of successfully developing and growing a number of highly successful brands and businesses.  


Venue Partner:

Citadines on Bourke         

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