Royal Ontario Museum Case Study

1. How did the course readings prepare you for the site visit?
The course readings definitely prepare me for the Royal Ontario Museum site visit. During the visit, I was able to critically assess ROM’s experience and service culture. “Welcome to Experience Economy”’ explains five factors of designing memorable experience. They are: 1) Theme the experience. 2) Harmonize impressions with positive cues., 3) Eliminate negative cues., 4) Mix in memorabilia., 5) Engage all five senses.(Pine & Gilmore, 1998). These factors were thoroughly examined through out the visit. From ROM’s Map Guide, it was clear that ROM themed several sections to enhance visitors’ experience. Some of the themes included: Ancient Culture, Biodiversity, Earth & Space, and
Lastly, ROM had decent way to engage visitors’ five sense. They were only able to actively engage visitors’ eyes through the exhibitions and engage sounds and touch occasionally through Bat Caves and Insect Experience time. “Service Clues” article also prepared me to effectively valuate three clues of the ROM. The nature of the museum is designed in a way that there is minimum service aspect. Therefore, ROM had small window of chances they had to excel in. The functional service clue was the fact that the tickets worked when they scanned it upon entry. Mechanic is the part where the ROM excels due to its superb displays, including their massive dinosaur display as soon as visitors enter. The only humanic aspect throughout the trip was the ticket counter and the help desk. The ticket counter sales person was very unenthusiastic and had no idea about the Ryerson project visits, which indicates lack of communication on their front line team. However, the help desk person was professional and helpful. There could be a problem, since there was only one person at the desk when the museum was full of visitors. Overall, the articles prepared me to go to the site to thoroughly analyze their