Stakeholder engagement in the design of scenarios of technology-enhanced tourism services

The rapid uptake of mobile and digital technologies has the potential to radically transform city visiting experiences. This will result in a transition from technology that is owned and delivered by tourism organisations towards software developed by third party organisations that are owned and managed directly by tourists. Tourism providers in destinations must collaborate in service provision in order to develop integrated services to meet the needs of tourists and remain competitive. This paper argues that scenario-based design (SBD) offers a useful tool to generate innovative ideas for destination service development and to break down barriers to collaboration amongst tourism stakeholders. We report a study, which engaged city stakeholders in envisioning innovative, technology-based tourism services. We outline this process, discuss the value of SBD in multi-stakeholder service design, and make recommendations for future work in this area.

► Present scenario-based design as a useful tool for tourism destination stakeholders.
► Provides a case study on scenario-based design for digitally-enhanced city tourism.
► Assesses collaboration issues in stakeholder engagement.