This section of the project adresses the first two quarters of the double diamond process, which is concerned with Discovery and Definition. Initial research and identifying the key touchpoints between the service provider and the customer.

1. Jackson Woods | Samantha Bennett | Alex Jeffers | Evan Ruszala | Isabella Pineda
DISCOVER & DEFINE

2. AEIOU Research
SUBJECTS A
two old ladies
tourist outfits (comfortable shoes,
backpacks and shorts)
read all printed information
hover for a while, pay close
attention to everything
SUBJECTS D
woman with little child and older man
had a stroller
little girl would run around, mother
would chase her
SUBJECTS C
old man with glasses
tennis shoes, cargo shorts
reads stuff carefully and slowly
carrying a woman’s bag
SUBJECTS E
family (parents and 3 children)
7-8 year old girls, 12 yr old boy
each one had a map in their hands
running around interested
SUBJECTS B
Asian woman in her 40s
wearing comfortable sandals
tourist (had one of the roses made of palm leaves)
carrying a Tour Book under her arm

3. Stakeholder Map
CUSTOMER
BACKSTAGE STAFF
Security personnel
Display renovators
City counsel personnel
Coastal Heritage Society
Janitorial staff
Museum administrators/board
FRONTLINE STAFF
Other customers
Security personnel
Museum staff
Museum management
Janitorial staff
Food court staff

4. MAIN MUSEUM
HALL AND GIFT
SHOP
ENTRANCE/
EXIT
SAVANNAH
TOUR INFO
LOUNGE/
FOOD COURT
MOVIE
THEATER
HALLWAY
MUSEUM
EXTENSION
OUTDOOR
SEATING AND
CAFE
ALTERNATE
ENTRANCE/EXIT
Bubble Diagram

5. 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 & DOROTHY
THE ELDERLY TOURISTS

6. 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 JANSONS
THE 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 enthusiastic
Relaxed since they are enjoying a vacation away from the city
Curious about the city of Savannah
Open to exploring
Eager 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.

7. 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

8. 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.

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

10. Jackson Woods | Samantha Bennett | Alex Jeffers | Evan Ruszala | Isabella Pineda
THANK YOU