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TOOLKIT Technology Solutions for Tourism Businesses in a Post-Covid19 Scotland

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Scottish Tourism TOOLKIT Technology solutions for tourism businesses in a post-Covid19 Scotland Scotland September 2020 SECOND EDITION Content 1. Introduction Page 3 2. Challenges Page 5 3. Case studies Page 8 4. Technology solutions Page 58 5. Summary Page 159 INTRODUCTION BACKGROUND This Toolkit started out as part of a project to help tourism in Scotland recover after the Covid19 crisis. It was created by tourism professionals during 6 weeks in spring 2020, and the first edition was published in June 2020. The unique and fast-moving situation we find ourselves in as an industry because of the Covid19 pandemic, means that the content is meant to offer ideas and suggestions focusing on technology, rather than guidance on the latest government advice. The idea was to look at short, medium and long term solutions for attractions and experiences that are looking for technology to help them, and to suit different budgets. The project has three parts: • Challenges – outlining the challenges facing attractions as we re-open • Case studies – learning from other providers • Solutions – learning more about technology solutions OBJECTIVE The objective of this project was to look at how different visitor attractions and experiences in Scotland can adapt and diversify in a post-Covid19 world, using technology and other solutions. The format is a toolkit – to give attractions and experiences inspiration, as well as recommendations and solutions - to help them decide on a way forward and implement solutions. FUTURE PLANS As the situation changes so rapidly, the recommendations and solutions may need to be adapted and updated. This second edition is part of a long term plan, and we are also working with partners to transform this toolkit into an online interactive directory. In the future, the Toolkit may also include solutions for other sectors within tourism too. More information will be communicated in due course. PROJECT PARTICIPANTS Karin Gidlund Jemma Reid Thayanne Scardini Megan McGurren CHALLENGES Challenges …AND SOME RECOMMENDATIONS The trade organisation ALVA (Association of Leading Visitor Attractions) undertook a survey in May 2020, tracking consumer sentiment. Here are the key takeaways: People are cautious about indoor attractions, and are more likely to visit outdoor attractions at first. Main concerns: • Social distancing, or rather physical distancing, at attractions • Toilets and cafes Attractions need to put measures in place to address these concerns. People expect “safety measures” in advance: • Limiting numbers by offering online pre-booking of time slots → VisitScotland data shows only 21% of attractions in Scotland offer online booking) • Adherence to some sort of charter mark, to increase confidence that measures have been put in place → “We’re Good To Go” has been generally accepted by the public • Adjust opening hours to prevent people (staff and visitors) from having to use public transport during rush hours “Safety measures” while visiting: • Be seen to be implementing distancing measures on site • Manage visitor flow • Also, be seen to be monitoring and policing distancing measures – staff training required – as a lot of people don’t trust the public to behave • Keep in mind that this is in place to protect not just the visitors but also your staff • Toilets and cafes are the main concern for visitors – find solutions • Offer picnic opportunities, allow people to bring their own food and drinks • Interactive exhibits with touch screens will not be acceptable • Audio-guides and handsets more acceptable, as long as you clearly show they are cleaned between uses, but also consider the option to let visitors use their own mobile / tablet (BYOD) • Have hand sanitiser and opportunities to wash your hands around the site • Staff should be visibly cleaning surfaces, such as tabletops, audio-guides, ticket counters etc • Staff to wear face coverings and possibly other PPE (gloves for example) – but still offer a warm welcome – staff training required • Move elements of your attraction outside where possible, especially eating and possibly even ticketing / admission Don’t feel the need to discount, consumer sentiment indicates people are prepared to pay to visit and support their local attractions. But don’t forget the underlying reason for visiting – it must be enjoyable for visitors. The challenge is to strike a balance – your visitor will expect to both see safety measures and enjoy themselves. Staff training will be key! It is very important to make sure that staff are confident and feel safe. COMING UP This project will focus on technology to help you put some of these safety measures in place: • Online booking, ticketing options • Virtual tours • Apps, handsets, audio-guides • Technology solutions to monitor visitor flow • Social distancing measures • And much more There are two parts to this toolkit: the first part focuses on case studies – attractions who have already implemented some of these measures, using technology – and the second part outlines some technology solutions that may help. As part of this project, we reached out to a vast number of technology providers, and we are featuring the ones that came back with a response. We are in no way recommending or endorsing the featured technology providers. We have by no means included all available solutions, and we will add more information as we receive it, should it be suitable for this toolkit. CASE STUDIES Content in this section Supplier Type of service Page 1 Historic Royal Palaces Online guided tour Page 13 2 Dunfermline Tours Website-based walking tours Page 14 3 SENSEcity Walks Glasgow Walking tour app with AR Page 16 4 Brilliant Tours, Liverpool Live walking tour and private car tours Page 17 5 Outer Hebrides Trail Virtual tour using an app Page 20 6 National Gallery, London Data analytics and visitor flow Page 22 7 Glasgow Taxi Transport hygiene Page 23 8 Fête des Lumières Festival mobile app Page 24 9 Seafood from Scotland Online event Page 25 10 Go Rural Livestreaming Page 26 11 Salisbury Cathedral Virtual 360-degree tour Page 28 12 Pitlochry Dam Virtual tour, progressive web app Page 30 13 British Museum Virtual museum tours and podcast Page 31 14 Peregrine Falcon's live stream Live webcam stream Page 33 15 Buffalo River Pumpkin Patch 360-degree experience Page 35 16 Royal Yacht Britannia Audio-guide handsets Page 36 17 BrewDog Online Bar Online interactive event Page 37 18 Master of Malt 360-degree virtual tour video Page 38 19 Keukenhof Online videos, and 360-degree videos Page 40 20 VisitBritain Virtual trade shows Page 41 21 Street Buddha Tours, Lisbon Virtual walking tour Page 42 22 Downtown CityMaps Visitor map using AR Page 43 23 The Beatles Story Audio-guide handsets Page 46 24 Scotland Starts Here Website, podcast and app Page 48 25 Rock and Roll Hall of Fame Online ticketing, interactive exhibits Page 52 26 Red Bus Bistro Online event Page 55 27 Cinque Terre Card Destination pass and app Page 56 Index - case studies Case Type of Name Type of service Technologies Page study supplier 1 Historic Royal Attraction Online guided tour YouTube 13 Palaces Website Video editing 2 Dunfermline Tours Walking tour Website-based Soundcloud 14-15 walking tours Spotify Wordpress Mapbox Social media 3 SENSEcity Walks Walking tour Walking tour app SENSEcity 16 Glasgow with AR Augmented reality 4 Brilliant Tours, Walking tour Live walking tours Booking platforms 17-19 Liverpool and private and private car tours Rezdy car tours Bokun Contactless payment PPE Social distancing Vox 5 Outer Hebrides Destination Virtual tour using an GeoTourist 20-21 Trail app Splashmap Social media QR codes 6 National Gallery, Attraction Data analytics and Analytics Engine Ltd 22 London visitor flow Cisco Meraki 7 Glasgow Taxi Transport Transport hygiene Supagard 23 8 Fête des Lumières Event Festival mobile app Mapbox 24 Mobile app 9 Seafood from Event Online event YOURgb 25 Scotland Zoom 10 Go Rural Event Livestreaming Facebook Live 26-27 Social media Live streaming equipment 11 Salisbury Cathedral Attraction Virtual 360 degree Seekbeak 28-29 tour 360-degree video 12 Pitlochry Dam Attraction Virtual tour using a Antenna International 30 progressive web app PWA QR codes 13 British Museum Attraction Virtual museum tours Google Street View 31-32 and podcast Soundcloud YouTube Audio-guide page Podcast page 14 Peregrine Falcon's Event Live web cam stream iCode 33-34 live webcam Livestreaming page Index – case studies, cont. Case Type of Name Type of service Technologies Page study supplier 15 Buffalo River Experience 360 degree Seekbeak 35 Pumpkin Patch experience Be More Colorful Social media 16 Royal Yacht Attraction Audio-guide handsets Audio-guides 36 Britannia 17 BrewDog Online Bar Event Online interactive Zoom 37 event 18 Master of Malt Distillery 360 degree virtual YouTube 38-39 tour video GoProFusion Video equipment 360-degree video Video editing 19 Keukenhof Event Online videos, and YouTube 40 360 degree videos Social media Adobe Premiere Pro 360 video 20 VisitBritain Destination Virtual trade shows 6Connex 41 21 Street Buddha Walking tour Virtual walking tour Instagram Live 42 Tours, Lisbon Zoom 22 Downtown CityMaps Destination Visitor map using AR QR code generator 43-45 BYOD Augmented Reality page 23 The Beatles Story Attraction Audio-guide handsets Antenna International 46-47 Audio-guides QR codes 24 Scotland Starts Here Destination Website, podcast and Whereverly Ltd 48-51 app Bespoken Media Podcast Social media Website 25 Rock and Roll Hall of Attraction Online ticketing and Ticketure 52-54 Fame interactive exhibits Touch screens Audio-guides QR codes 26 Red Bus Bistro Event Online event Zoom 55 27 Cinque Terre Card Destination Destination pass and App 56-57 app Online booking QR codes Introduction - case studies In this section, you will hear first-hand from attractions, experience providers and DMOs about their experiences in developing different technology solutions.
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