Jackson Woods | Samantha Bennett | Alex Jeffers | Evan Ruszala | Isabella Pineda

DISCOVER & DEFINE

AEIOU ResearchSUBJECTS Atwo old ladiestourist outfits (comfortable shoes, backpacks and shorts)read all printed informationhover for a while, pay close attention to everything

SUBJECTS Dwoman with little child and older manhad a strollerlittle girl would run around, mother would chase her

SUBJECTS Cold man with glassestennis shoes, cargo shortsreads stuff carefully and slowlycarrying a woman’s bag

SUBJECTS Efamily (parents and 3 children)7-8 year old girls, 12 yr old boyeach one had a map in their handsrunning around interested

SUBJECTS BAsian woman in her 40s wearing comfortable sandalstourist (had one of the roses made of palm leaves)carrying a Tour Book under her arm

Stakeholder Map

CUSTOMER

BACKSTAGE STAFF

Security personnelDisplay renovatorsCity counsel personnelCoastal Heritage SocietyJanitorial staffMuseum administrators/board

FRONTLINE STAFF

Other customersSecurity personnelMuseum staffMuseum managementJanitorial staffFood court staff

MAIN MUSEUM HALL AND GIFT

SHOP

ENTRANCE/EXIT

SAVANNAH TOUR INFO

LOUNGE/ FOOD COURT

MOVIETHEATER

HALLWAY

MUSEUM EXTENSION

OUTDOOR SEATING AND

CAFE

ALTERNATE ENTRANCE/EXIT

Bubble Diagram

Personas

Gretta and Dorothy live in Orlando, FL. They have been friends for 30 years. Wanting to spend some quality time together, they decided to plan a trip to beautiful Savannah, which they have heard is a magical city with lots to see. They are eager to visit all the tourist places, and have been researching the top destinations to visit when arriving to Savannah. They have spoken to friends, looked online and read books about the city. They are determined to visit all of the tourist destinations, not leaving one out.

KEY MOTIVATOR

Gretta and Dorothy think that the Savannah History Museum will add to their experience and knowledge of Savannah.

They have read it is one of the many museums in the city and don’t want to leave it out of their schedule.

They are excited to see first hand objects from the Civil War and the World Wars.

GOALS

The two women want to leave the museum feeling like they have learned something new.

They want to be able to appreciate the historic quality of the city in its whole, and be able to wander the cities feeling informed and knowledgeable.

They want to entertain themselves while also receiving some educational value.

PHYSICAL, EMOTIONAL AND MENTAL STATES

Excited to learn about the history of the city.

Enthralled by the magic of Savannah.

Tired of walking around.

EXPECTATIONS

They have heard incredible things about what a magical city Savannah is, so they hope a museum dedicated to its history will be just as magical and incredible.

“To really get to know a city, you must first get to

know it’s history”

GRETTA & DOROTHYTHE ELDERLY TOURISTS

The Janson family want to enjoy a day in Savannah and learn about the place they are spending their vacation at.

They have been planning a trip to Savannah for more than a year. They heard about the Savannah History Museum and decided they needed to include it in their plans, since it would be a fun and educational place for the kids and a way to learn more about the city they are visiting.

Hank is very interested on historic events, and wherever he goes he wants to know about the past of the place, and the key actors on it.

PersonasPersonas

The Jansons live in Atlanta, GA. Hank is a lawyer and Lynda is a stay at home mom. They have two children: Annie and Dylan, 7 and 9 years old, respectively. They want to get away from the big city life for a weekend, so they plan a trip to Savannah. They have heard so much about the charming city, with its historic buildings and filled with parks in every corner. They want a relaxing vacation which will help them bond and spend some time as a family. Both Lynda and Hank are very family oriented, and want to spend as much time as they can with their children now that they are still little.

KEY MOTIVATOR GOALS

PHYSICAL, EMOTIONAL AND MENTAL STATES

EXPECTATIONS

“Spending time as a family is what is most important to us. Vacation allows us to do this while learning, relaxing and

having fun.”

THE JANSONSTHE FAMILY TRAVELERS

At the end of their visit to the museum, the Jansons want to feel like they have learned something, they want to feel amused and be able to discover and be engaged.

They hope the children feel their time was well spent and that they enjoyed the overall experience of going to a museum.

Active and enthusiasticRelaxed since they are enjoying a vacation away from the cityCurious about the city of SavannahOpen to exploringEager to learn and be amused

As a history passionate, Hank expects to learn from Savannah, everything he has to know about its past. He wants to see objects of which he has read about, as he constantly reads history books.

Lynda has found Savannah an absolutely charming city, and wants to learn more about it. She is also very excited about seeing Forrest Gump’s bench!

The kids are hoping they will have liberty to run around and explore, and also see cool things that will engage them in play and discovery.

Customer Journey Map

Experience at the Savannah History

Museum

Want to tour Savannah and learn about it

Research what to do and the hours

Plan a day and time

Find and locate on GPS

Arrive at the Museum

Walk through and locate ticket counter

Buy tickets and get information

Walk through the Museum and exhibits

Buy gifts at the Gift Shop

Leave Museum

Write a review on Trip Advisor about the experience

Service Blueprint

Research things to do in

savannah.

Visit website for hours,

operations, and prices.

Write down location in

planner

Exited Trolley and Asked for

directions

Walk across street to history

museum.

Find entrance at the front of the

building.

Attempt to buy tickets from the

food counter.

Approach the ticket counter further back in

the building.

Buys tickets two adults.

Accepts combination

ticket

Walks through, looks, and reads about history in

museum.

Rests on Bench inside

exhibition

Exits exhibition and looks

through Gift Shop.

Pays for gift.Exits museum and goes

to Battlefield Memeorial Park across

street.

Moves on to train

museum.

Home Trolley Locatio

n

Outdoors Food Court Ticket Counter Exhibition Gift Shop Outdoors

Create and

Design Website

Greet and Explain

Directions

Explain that the ticket counter is

further back

Greet Guests Hands Tickets to customer

Offers Combination ticket of

three museums for

cheaper price

Designs and Curates

exhibitions

Asks for payment and Thanks them

Inputs and Processes

Sale

Inputs and Processes

Sale

Explains there is a Battlefield Across the

street.

Computer Planner

Entrance Exterior Walkway Trolley Clerk

Street Exterior Sidewalk Door

Counter Food Clerk Napkins Pathway Interior Structures

Computer Worksheets Ticket Counter Clerk Interior Structures Counter Gift Shop

Artifacts Descriptions Stairway Pathway TV Other Customers Benches

Gift Shop Products Computers Lighting Signs Ticket Counter Clerk

Street Sidewalk Signage Battlefield Parking Lot Car

WEBSITE REALLY NEEDS TO BE UPDATED HAS TO WALK A BIT TO GET

TO THE MUSEUM

THE PLACE TO BUY TICKETS IS FAR INTO THE BUILDING AND IT’S EASY TO GET LOST

DOESN’T HAVE ANY PAMPHLET OR LAYOUT OF THE MUSEUM

OVERALL THE MUSEUM ITSELF IS VERY OUTDATED. THE LIGHTING IS VERY DULL AND BORING. INTERACTIVE QUALITIES FAIL TO ENGAGE THE CUSTOMER AND IS CONFUSING TO FOLLOW. IT ISN’T CHRONOLOGICALLY ORDERED, IT IS ONLY COLOR CODED. A LACK OF MUSIC AND ENTERTAINMENT.

IT ISN’T CLEAR THAT THE MEMORIAL IS A PART OF THE MUSEUM

BENCHES AREN’T VERY COMFORTABLE AND STAIRS INSIDE EXHIBITION ARE DIFFICULT TO GO UP.

Service Blueprint

Research things to do in

savannah.

Visit website for hours,

operations, and prices.

Save Location on

GPS

Park in lot near railroad

museum.

Ask someone in railroad museum how to get to the history

museum.

Walk across street to history

museum.

Find entrance at the side of the

building.

Walks passed cafe and

through a long pathway

Approach the ticket counter further back in

the building.

Buys tickets for two children

and two adults.

Accepts Scavenger Hunt

for the kids.

Walks through, looks, and reads about history in

museum.

Interacts with different things

in museum.

Exits exhibition and looks

through Gift Shop.

Pays for gift.Exits museum and goes to Battlefield

Memeorial Park across street.

Returns to car and leaves.

Home Car Outdoors Food Court Ticket Counter Exhibition Gift Shop Outdoors

Create and

Design Website

Post Signs for

Parking

Greet and Explain

Directions

Greet Guests Hands Tickets to customer

Offers Museum

Scavenger Hunt

Designs and Curates

exhibitions

Asks for payment and Thanks them

Inputs and Processes

Sale

Inputs and Processes

Sale

Explains there is a Battlefield Across the

street.

Computer Phone

Car Stereo GPS Parking lot

Street Railroad Museum Exterior Sidewalk Door Gift Shop Clerk

Counter Food Clerk Napkins Pathway Interior Structures

Computer Worksheets Ticket Counter Clerk Interior Structures Counter Gift Shop

Artifacts Descriptions Stairway Pathway TV Other Customers Benches

Gift Shop Products Computers Lighting Signs Ticket Counter Clerk

Street Sidewalk Signage Battlefield Parking Lot Car

WEBSITE REALLY NEEDS TO BE UPDATED THE PARKING LOT IS NOT

VERY NOTICABLE AND YOU HAVE TO WALK A WAYS TO GET TO THE MUSEUM

THE PLACE TO BUY TICKETS IS FAR INTO THE BUILDING AND IT’S EASY TO GET LOST

DOESN’T HAVE ANY PAMPHELET OR LAYOUT OF THE MUSEUM

OVERALL THE MUSEUM ITSELF IS VERY OUSTDATED. THE LIGHTING IS VERY DULL AND BORING. INTERACTIVE QUALITIES FAIL TO ENGAGE THE CUSTOMER AND IS CONFUSING TO FOLLOW. IT ISN’T CHRONOLOGICALLY ORDERED, IT IS ONLY COLOR CODED. A LACK OF MUSIC AND ENTERTAINMENT.

IT ISN’T CLEAR THAT THE MEMORIAL IS A PART OF THE MUSEUM

Jackson Woods | Samantha Bennett | Alex Jeffers | Evan Ruszala | Isabella Pineda

THANK YOU