Issue cards

Published on March 12, 2019 by in , ,

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Each card could contain an insight, a picture, a drawing or a description. Everyone is able to suggest new interpretations of the problem and to induce the assumption of a different point of view. For example of the card see photo above or visit Service Design Tool website.

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This realistic simulation is certainly one of the best ways for visualising human behaviour and for sharing even its least describable qualities with the specific recipients. The prototypes could be a physical model of a specific touchpoint, a sketch or a sign. It could also be a role-play which focuses on the service’s interactions. The […]

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Create your blueprint on a large piece of paper or a wall. Map out all the main stages of the service journey as headings and use them as a guide. Start at the beginning of the service journey and imagine all the interactions and touchpoints which the user will encounter. Write these on post-it notes; […]

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To form a cluster, write all ideas on post-it notes first, then place similar ideas in groups on a large sheet of paper. Then name each group and take a photo of your clustered ideas to record how they were grouped. For voting, give participants a certain number and distinctive type of stickers (eg 5 […]

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Someone starts with describing his/her idea on a chosen challenge: ideas need to be expressed quickly and succinctly. As the first person finishes, call the next person and when the next perso n finishes, that person then calls another one, and so on. Subsequent participants should not choose same or similar ideas as previous participants; […]

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Scenarios are imaginative stories that can be presented through a variety of media including texts, illustrated storyboards, videos, film, or short plays and can feature multiple characters to describe different service interactions. To create an effective scenario, first define a set of characters who will use the product or service you are designing. Consider the […]

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Focus Groups

Published on March 6, 2019 by in , , , ,

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The correct selection of focus group participants is critical as group dynamics play a key role, as some participants may be empowered, other intimidated. Focus groups can take a great deal of time and energy to organise, but for the inclusive design process it can offer fresh insights for design researchers as well as generate […]

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Coming up with innovative ideas for every possible situation and every possible customer can be extremely challenging. That’s when the DSB tool can help you. During a DSB session use a set of cards that depict a wide range of service moments (eg patient waiting in waiting room) and personas (eg consultant, special diabetes nurse). By […]

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The Path to Participation normally takes the form of a series of moments which are drawn as a process.  This design activity can visualise different levels from an operational point of view to a representation of the customer journey. Therefore a well-designed service will consider all paths to participation. The path to participation mapping process […]

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This is a simple exercise in imagining a service experience using small, hand sized toys. To represent the users’ story you will need some of the following LEGO figures:  user, a member of staff, an environment and some paper touchpoints (see an example in the photo above). You literally walk through the service moments, taking […]

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A Persona is a character which is created to represent user research in an easily understandable way. Each persona should bring together lots of information about similar people into one character that represents a group of users. Personas can include the following useful information: name, age, occupation, where personas live, what personas do in their […]

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In role playing, different stakeholders can be involved such us doctors, nurses and patients, to simulate the environment, activities and roles involved, for example, role playing an operating theatre scenario (see above). Each member of the team is allocated a specific role, behaving in the situation according to role assumed. In this way the team […]

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This workshop replicates and accelerates the front-end stages of a typical design development process. It can be tailored to the specific aims of its organisers through the framing of the brief and the selection of participants.  The workshop’s participants may be designers, medical workers, people from other disciplines, such as engineers and specialists in the […]

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This activity enables design teams to analyse tasks and gain deeper insights through repeated viewing. It involves observing and filming service users and/or people involved in the service. It allows you to view the video recorded material and reflexively discuss it.  

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