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Visitor journey mapping at the Museo Nacional Thyssen-Bornemisza: bringing cross-departmental collaboration to build a holistic and integrated visitor experience

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References

2016The Museum Experience935 cited
2011Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting681 cited
2016The Museum Experience Revisited636 cited
2016How to create a realistic customer journey map446 cited
2018Customer journeys: a systematic literature review388 cited
2016Conceptualizing the Visitor Experience: A Review of Literature and Development of a Multifaceted Model306 cited
2010Identity and the museum visitor experience263 cited
2007Museum Websites and Museum Visitors: Before and After the Museum Visit178 cited
2013The End of the Beginning77 cited
2016Creating the Visitor-Centered Museum67 cited
2005Museum Management and Curatorship48 cited
2013The museum values framework: a framework for understanding organisational culture in museums35 cited

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2020Moving Beyond Visitor and Usability Studies: Co-designing Inclusion in Museums and Galleries3 cited

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2021Storybase: Towards Cultural Transformation Driven by Design3 cited

2026Data-driven analysis of cultural tourism experience: emotional journey mapping of museum visitors in China2 cited