Delivering the Visitor Experience: How to Create, Manage and Develop an Unforgettable Visitor Experience at Your Museum, Rachel Mackay, Facet Publishing, 2023. 224p. Softcover, $40.98. 9781783305490

Abstract

Working in visitor focused roles since she was sixteen, serving as a consultant for various projects and institutions, such as the Jewish Museum London, and named as one of the world’s top fifty museum influencers in 2020, Rachel Mackay has twenty years of experience working with museums and heritage organizations. Her new book outlines how museums can offer a patron-centered experience from development to opening debut and through the duration of an exhibition. Divided into three sections, Delivering the Visitor Experience: How to Create, Manage and Develop an Unforgettable Visitor Experience at Your Museum starts with defining what a visitor experience is. Mackay writes, “for me, Visitor Experience is the name given to the people in the museum who look after the overall on-site visitor journey, ensuring that people who come to visit our museums have a safe, easy and enjoyable visit” (p. xvii). Delivering the Visitor Experience guides museums through the process of creating a notable user experience at a heritage institute.