Your browser is out of date.
This site may not function properly in your current browser. Update Now
The Rozenhoedkaai during wintertime—one of Bruges' most romantic hotspots.
© Jan D'Hondt / VisitBruges

Visitor Experience Toolkit

Enrich and guide the visitor experience with authentic products, rich content, and local partnerships.


The sites involved in the World Heritage Journeys of the European Union programme are expected to provide a minimal standard of visitor services. It is very important the sites deliver on the promise of the quality visitor experience that is offered on the World Heritage Journeys platform.

For this reason the following frameworks, tools and case studies are presented to assist, guide and support the Management Teams of the World Heritage sites. It enables managers to consider, assess and reflect on the delivery of visitor services and the visitor experience currently offered at each site.

The positioning of the visitor at the centre of the experience will be a new and challenging proposition for many of the sites. However, the delivery of a quality visitor experience must complement the sites Outstanding Universal Value and related conservation and protection programmes.

Delivering an outstanding visitor experience, enhanced by rich content and presented in a broader thematic European narrative, visitors will spend more time at, and better engage with, each site. Additionally, through greater understanding and appreciation, visitors can become active advocates, ambassadors and supporters of the sites and other World Heritage programs.

Explore the following sections to better understand and improve upon the visitor experience at your site:

  1. **The Travel Cycle **
  2. Pre-Visit
  3. During the Visit
  4. Post-Visit
  5. Partnerships
  6. Visitor Services & Self Evaluation
  7. **References **