In a Carnegie Mellon Service Design course, we were brought in as consultents at The Pittsburgh Center for the Arts (PCA). The center's core compentencies are fostering appreciation, providing education, and facilitating creation of art.
Through research, we found that PCA provides programs for each of these core competencies independently, and identified integration as a service design challenge.
We presented PCA with service improvement concepts. Our ideas included helping visitors understand art as a process (public videos of artists working), strengthening the community (a member gallery and lounge), and encouraging participation (open lectures and workshops). We presented our ideas with "moment concepts" which are mini scenarios that depict what a new program or service might be like.
Downloads:
Suggestions Presentation (.pdf: 376kb)