Visit Indy: Scaling Service Excellence for Major Events and Neighborhoods

The Challenge

Before partnering with Learn Tourism, Visit Indy saw a clear opportunity to elevate service quality and event preparedness across the city. However, their existing training system was outdated, slow to update, and lacked the engagement needed to keep participants motivated. With major events on the horizon and a growing need to train diverse teams and community members, Visit Indy needed a faster, more flexible, and more impactful solution to meet their evolving goals.

The Solution

Visit Indy explored several platforms in search of a better way to deliver training for frontline staff, volunteers, and community partners. They needed something that could be easily managed in-house, keep participants engaged, and scale across multiple initiatives—including Super Service, All-Star Service, and high-profile event training like the U.S. Olympic Team Trials.

After reviewing traditional learning management systems and generic course builders, the Visit Indy team was introduced to Learn Tourism through industry peers. What stood out immediately was the platform’s tourism-specific design, intuitive interface, and the ability to quickly build and update content with no technical expertise required.

“It used to take me 2–3 months to build a course; it was horrible, and I hated it. This system is so easy to use compared to what I was used to. It made my life so much easier—I’m already starting to build another course.”
— John Mellinger, Senior Manager of Visitor Experience, Visit Indy

The Results

With Learn Tourism, Visit Indy was able to:

• Launch fully branded, interactive courses targeting key audiences across the city

• Use gamification elements like quizzes and badges to keep learners motivated

• Access real-time reporting dashboards for instant insight into participation and performance

• Build and edit courses independently, reducing reliance on IT or third-party vendors

The platform’s flexibility also allowed them to customize content for different roles—from airport greeters to neighborhood volunteers, while maintaining a consistent standard of excellence.

“Our team can now move quickly and confidently. The content is better, the learners are more engaged, and the reporting gives us exactly what we need.”
— Visit Indy Program Administrator

This shift has made training a strategic asset rather than a chore, empowering Visit Indy to deliver consistent service city-wide and prepare for major events with ease.