Experiência turística mediada por tecnologias da informação e comunicação: diretrizes para uma plataforma integrada em Juiz de Fora (MG)

Abstract

Information and Communication Technologies (ICTs) have assumed a strategic role in the transformation of contemporary tourism, influencing both destination management and the way visitors access information and experience their journeys. In this context, this study aims to analyze the provision of digital tourist information in the municipality of Juiz de Fora (MG), Brazil, and to propose guidelines for the creation of an integrated visitor support system grounded in the principles of Smart Tourism Destinations. The research is qualitative in nature and exploratory in scope, developed through a literature review and documentary analysis. Initially, the relationship between ICTs and the tourist experience is discussed, highlighting their role in mediating, personalizing, and enhancing visitors’ experiences. Subsequently, a diagnosis of the existing digital tourist information channels in Juiz de Fora is conducted, along with the identification of benchmark practices adopted by other destinations in their digital platforms. As a result, guidelines and functional requirements are presented for the conceptual development of an integrated digital platform aimed at organizing tourist information, supporting destination management, and improving the visitor experience, thereby contributing to the strengthening of local tourism competitiveness.