Un-authorised View: Leveraging Volunteer Expertise in Heritage

Volunteers are an underused but important resource in presenting plural heritages within large heritage organizations. We report on a qualitative study at a heritage site in the UK which combined explorations of volunteers' practice and digital design. The study comprised of observational fieldwork with co-creative activities across eight linked workshops, where we explored the site with volunteers, and how we might leverage existing working structures to make new design prototypes. Our collective account contributes new insights on working with volunteers and the opportunities that arise from acknowledging them as genius loci - recognising them as experts of their own experience and capturing and supporting their skills as storytellers. Working with the volunteering staff in a co-design process we created innovative designs including our Un-authorised View, which draws out the unique perspectives and the personal stories at heritage destinations.