In Spring of 2016, the DisArt Festival reached out to the Collaborative Design program at Kendall College of Art and Design once again. This time, our Service Design team answered the call. I; along with nine other students and our professor, Laurel Stanley, worked on a Service Design of the Festival to increase awareness, attendance and influence of the festival in the future.
Our team started off by having the directors of the festival come in and work with us to map out the stakeholders in DisArt festival so that we could better understand what the audience we're working with looks like.
After working with the directors of DisArt to map out their key stakeholders, we called in members of two different stakeholder groups and mapped their journeys through the festival. We mapped the journeys of two artists involved as well as a student who visited the festival, pictured below.
From here, our team split ways and each team member was assigned with conducting interviews and other research oriented around the stakeholders we were responsible for. I was responsible for interviewing members of the Board of the festival; one was John Morrow and the other was David Rosen.
After each person went and interviewed the stakeholder group(s) they were responsible for, we brought the collected information and created personas. Each person only made one persona, but gave the information to the rest of the team members so that they could have the personas on hand for reference. The one I worked on was a persona for the board members, pictured below.
Once we had accumulated all of this information, it was time to start designing. We started by creating LifeCycle Journey Maps to visualize an example of the ideal experience we would hope someone who was new to the festival would have. It took into account the steps of the process from awareness to advocacy and the timeframe for each.
The LifeCycle Journey Map was closely followed with a Service Blueprint that we used to map out the touch points of the user's experience. This angle took into account the tools needed, the physical evidence along with the things that attendees, volunteers, the festival and the city would all have to do to make this plan work.
In the end, we brought the directors of the festival back in. We presented the findings along with a summary of the basic ideas they would have to embrace to move the DisArt Festival's experience forward.
Final note: Although this was a collaborative project, each team member did their own graphics based around the information accumulated and presented. All graphics above aside from logos, were done by myself. Big thanks to my professor, school, and the DisArt Festival for giving us the opportunity to work on a project such as this. Shout out as well to an awesome team!
