2. Brief To creatively explore some existing services and create some
visual representations and a ‘service critique’ to present the rest
of the group at the end of the week.
Service design
11.01.08
Rory, Keira, Sam,Megan,Aashild
4. Persona
Anna & Jessica
“ I like to see Jessica running
around. There’s so much to do
and touch. It’s very stimulating
for her.“
who Anna (38) is a mother of two - Jessica (age 3) and Sarah (13).
They are from Duntocher and it takes an hour to drive into Glasgow.
when She uses the museum regularly – particularly on wet days.
why Largely comes for Jessica’s benefit and to get out of the house.
She also always enjoys the exhibitions.
what Today Jessica was being a typical 3 year old and having a temper tantrum.
Anna was tired of this and wanted to get out of the house.
From experience Anna knew that Kelvingrove would entertain and
educate Jessica.
Anna is attracted by relaxing atmosphare and oppertunity to spend hours
in the museum as it keeps here daughter happy.
needs Exciting and engaging exhibitions.
Relaxing atmosphere.
Safe environment for Jessica to run around.
Service design
11.01.08
Rory, Keira, Sam,Megan,Aashild
5. Persona
David & Shirley
“ We were in Glasgow visiting
family and decided to pop by
the museum to see the
Quentin Blake Exhibition!.”
who David is a retired policeman and Shirley is an artist.
David is 66 and Shirley is 61 years of age.
They are from Dunblane and regularly come to Glasgow to visit family.
when Shirley enjoys art galleries but they are not regulars to the Kelvingrove.
why In Glasgow for the day visiting family , and the Quentin Blake exhibition.
what They have previously taken their grandkids but found this quite stressful,
as the children cant focus on one thing at once.
David and Shirley came for a more relaxing experience today.
They went directly to the Quentin Blake exhibition first and then had
a small look around and then for lunch.
needs Direction to what they want to see.
Easy to navigate floor plan.
Lunch facilities.
Service design
11.01.08
Rory, Keira, Sam,Megan,Aashild
6. Persona
Mothergroup
“ We came for coffee.
It’s the only place we can get
all the prams in.”
who Antenatal group,
children under 1 and mothers age’s ranging from 25 - 35.
They are friends meeting at Kelvingrove.
None have jobs at the moment and are full time mothers.
when Come every other week
why Kelvingrove cafe - spacious- can bring prams and group round a table
Favorite spot for coffee - can sit for hours in relaxing environment
what Group met at antenatal classes about 9months ago
needs spaces for prams.
relaxing atmosphere.
somewhere to spend a long time
out of the rain.
Cafe facilities.
Service design
11.01.08
Rory, Keira, Sam,Megan,Aashild
7. Journey
Anna & Jessica
Jessica and Anna arrive museum
Anna having a tantrum Playing with the touchscreen Sitting down and having lunch
happy & reliefed
frustrated excited relaxed
Service design
11.01.08
Rory, Keira, Sam,Megan,Aashild
8. Journey
David & Shirley
They are finding exhibition Looking at an exhibition
Dont know where to go Sitting down and having lunch
interested fullfilled
confused relaxed
Service design
11.01.08
Rory, Keira, Sam,Megan,Aashild
9. Journey
Mothergroup
Bypassing information
Meeting for coffea Socialising in Cafe Some in exhibitions
passive
anticipation relaxing stimulated
Service design
11.01.08
Rory, Keira, Sam,Megan,Aashild
10. Relationship map
Service design
11.01.08
Rory, Keira, Sam,Megan,Aashild
11. tion -------Kelvingro
institu ve a
n
as a s an
ove i ns
r titu
ing
elv tio
n
--K - --
--
- -- ---
-K
n
tio
el
tu
vin
ti
gr
ns
ov
ni
ea
a
as
sa
ve
n in
gro
stitu
elvin
tion--
------- K
-----
------- K
-
er-----
elvin
ploy
m
gr
ne
ove
sa
as
a
a
ve
n
ro
em
ng
pl
lvi
oy
e
er
K - ---
--- ---
--- -Ke
r
ye lv
plo ing
rov
em e as
an
e as an em
loyer -------Kelvingrov p
Service design
11.01.08
Rory, Keira, Sam,Megan,Aashild
12. tion -------Kelvingro
institu ve a
n
as a s an
ove i ns
r titu
ing
elv tio
n
--K - --
--
- -- ---
-K
n
tio
el
tu
vin
ti
gr
ns
ov
ni
ea
a
as
sa
ve
n in
gro
stitu
elvin
tion--
------- K
-----
------- K
-
er-----
elvin
ploy
m
gr
ne
ove
sa
as
a
a
ve
n
ro
em
ng
pl
lvi
oy
e
er
K - ---
--- ---
--- -Ke
r
ye lv
plo ing
rov
em e as
an
e as an em
loyer -------Kelvingrov p
Service design
11.01.08
Rory, Keira, Sam,Megan,Aashild
13. tion -------Kelvingro
institu ve a
n
as a s an
ove i ns
r titu
ing
elv tio
n
--K - --
--
- -- ---
-K
n
tio
el
tu
vin
ti
gr
ns
ov
ni
ea
a
as
sa
ve
n in
gro
stitu
elvin
tion--
------- K
-----
------- K
-
er-----
elvin
ploy
m
gr
ne
ove
sa
as
a
a
ve
n
ro
em
ng
pl
lvi
oy
e
er
K - ---
--- ---
--- -Ke
r
ye lv
plo ing
rov
em e as
an
e as an em
loyer -------Kelvingrov p
Service design
11.01.08
Rory, Keira, Sam,Megan,Aashild
14. tion -------Kelvingro
institu ve a
n
as a s an
ove i ns
r titu
ing
elv tio
n
--K - --
--
- -- ---
-K
n
tio
el
tu
vin
ti
gr
ns
ov
ni
ea
a
as
sa
ve
n in
gro
stitu
elvin
tion--
------- K
-----
------- K
-
er-----
elvin
ploy
m
gr
ne
ove
sa
as
a
a
ve
n
ro
em
ng
pl
lvi
oy
e
er
K - ---
--- ---
--- -Ke
r
ye lv
plo ing
rov
em e as
an
e as an em
loyer -------Kelvingrov p
Service design
11.01.08
Rory, Keira, Sam,Megan,Aashild
15. tion -------Kelvingro
institu ve a
n
as a s an
ove i ns
r titu
ing
elv tio
n
--K - --
--
- -- ---
-K
n
tio
el
tu
vin
ti
gr
ns
ov
ni
ea
a
as
sa
ve
n in
gro
stitu
elvin
tion--
------- K
-----
------- K
-
er-----
elvin
ploy
m
gr
ne
ove
sa
as
a
a
ve
n
ro
em
ng
pl
lvi
oy
e
er
K - ---
--- ---
--- -Ke
r
ye lv
plo ing
rov
em e as
an
e as an em
loyer -------Kelvingrov p
Service design
11.01.08
Rory, Keira, Sam,Megan,Aashild
16. tion -------Kelvingro
institu ve a
n
as a s an
ove i ns
r titu
ing
elv tio
n
--K - --
--
- -- ---
-K
n
tio
el
tu
vin
ti
gr
ns
ov
ni
ea
a
as
sa
ve
n in
gro
stitu
elvin
tion--
------- K
-----
------- K
-
er-----
elvin
ploy
m
gr
ne
ove
sa
as
a
a
ve
n
ro
em
ng
pl
lvi
oy
e
er
K - ---
--- ---
--- -Ke
r
ye lv
plo ing
rov
em e as
an
e as an em
loyer -------Kelvingrov p
Service design
11.01.08
Rory, Keira, Sam,Megan,Aashild
17. tion -------Kelvingro
institu ve a
n
as a s an
ove i ns
r titu
ing
elv tio
n
--K - --
--
- -- ---
-K
n
tio
el
tu
vin
ti
gr
ns
ov
ni
ea
a
as
sa
ve
n in
gro
stitu
elvin
tion--
------- K
-----
------- K
-
er-----
elvin
ploy
m
gr
ne
ove
sa
as
a
a
ve
n
ro
em
ng
pl
lvi
oy
e
er
K - ---
--- ---
--- -Ke
r
ye lv
plo ing
rov
em e as
an
e as an em
loyer -------Kelvingrov p
Service design
11.01.08
Rory, Keira, Sam,Megan,Aashild
18. Conclusion
café /restaurant facilities
spacious area/not cramped
free admission (available to everyone)
spend all day there
relaxed/ peaceful atmosphere
helpful staff
engaging exhibits for all ages/
interactive points for children
good transport links (bus/subway)
interesting educational exhibits
Service design
11.01.08
Rory, Keira, Sam,Megan,Aashild
19. Conclusion
confusing expression/life split
confusing signage to exhibits and other
facilities (i.e toilets)
disorientating floor plan
poorly advertised
interactive points distract from exhibits
Service design
11.01.08
Rory, Keira, Sam,Megan,Aashild
