The Ralph Mark Gilbert Civil Rights Museum chronicles the civil rights struggle of Georgia's oldest African-American community from slavery to the present. Three floors of historic photographic and interactive exhibits provide a gimpse of what life was like during the civil rights struggle in Savannah city and in Georgia state. The museum also features lecture halls, classrooms, a video/reading room, an African-American book collection for children and a gift shop.
To better understand the Museum, the Project Grow team went on several visits to gather some information, map systems, and gain insights. From the process of establishing a target market, creating personas, and creating service encounter maps we are able to strengthen our knowledge of pain points within the museum experience. These pain points and gap analysis allow us to create an accurate service blueprint, that ultimately will serve as foundation to optimize the museum experience and increase guest engagement / enthusiasm.
Creating personas and blueprinting their experience in the museum allows the Service Design Tream to create a deeper understanding of the service and move forward with the project.
I contributed to the initial research our team did, helped establish the final service blueprint, as well as created the finalized graphics you see here for the first cocreation session with the client.
The final service blueprint that fleshes-out the service at the civil rights museum including physical objects and spaces the guests encounter, as well as the interactions they have with employees and the takeaway emotional responses that follow.
