In a Carnegie Mellon Service Design course, we were brought in as consultents at Pittsburgh Center for the Arts. The center's core compentencies are fostering appreciation, providing education, and facilitating creation. What we found is that, while they achieve each of these goals, they approach each competency independently. Our group identified integrating these core competencies as a service design challenge.
In the reserarch phase, we talked to members, mapped the space, described the environment, examined current services, and identified stakeholders.
We then presented PCA with service improvement concepts. We came up with ideas to help visitors understand art as a process (public videos of artists working), strengthen the community (a member gallery and lounge), and encourage participation (open lectures and workshops). Finally, we created personas of the stakeholders and conveyed our ideas through "moment concepts" which are mini scenarios.
Downloads:
Suggestions Presentation (.pdf: 376kb)