Experience design & its application on museums

The share of the service sector in the global economy is increasing. With the influence of technology, markets in which has effective services are expanding. Services are in touch with phases of our lives to meet our daily needs, but also provide us with new and unique experiences. Moreover, these new experiences may also be reflections of cross-disciplinary impressions by design through contextual transformation. Unique and developing engagements in services change the expectations, motivations, and needs of the end-users. Museums are also affected by this shift as institutions that exist in the service sector. The interaction of the visitors with the museums is changing and especially the differences between the generations and cultures are observed. Under the circumstances of this change, museums need to understand their visitors and establish improved touchpoints with them. These touchpoints can take place at the various levels of museum services and products. One of the relatively new and influential disciplines that enable the visitor-oriented design of products and services is service design. In this study, visitors of Yılmaz Büyükerşen Wax Sculptures Museum were analyzed by action research methodology via using service design mindset, processes, methods, and tools. These analyzes have been documented and suggestions have been generated to improve the services in line with the outcomes of analyzes. Keywords: Service design, Museums, Museum marketing, Visitor experience, Action reseach