A museum in Washington, D.C., that houses a world-class collection of over 6,000 pieces of cultural property and priceless works of art.
Industry: Museum, private, non-governmental
Location: Washington, D.C.
Visitors: 24,000 per year
New entry processes and visitor flow requirements were difficult to communicate to visitors, especially non-English speaking guests. Employees struggled to direct the behavior of visitors, which led to confusing first impressions and sub-par guest experiences.
The Donnelly Group used classic Disney-inspired guest service imagery to provide a tool for employees to guide visitors pleasantly through their experience. These specially designed communication cards changed the entire visitor interaction from adversarial to cooperative.
Implementing well-defined processes that are easy to emulate across departments sparked positivevisitor feedback and a 40% decrease in escalated visitor incidents.
From the Museum: "The Donnelly Group helped us realize that we could either force compliance or win the cooperation of our visitors."