Service Storyboard

Published on April 6, 2019 by

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To illustrate a walkthrough of your service, demonstrating how it is experienced over time


The Service Storyboard shows the manifestation of every touchpoint and the relationships between them, including the user, in the recreation of the experience


One Hour


A big piece of paper, visual material, computer


In Small Groups

Image courtesy of Service Design Tools, click here to vist


Storyboards often focus on a main character whom the audience will follow through the service, but the most important thing is to tell a story about how the service works. Use your service blueprint as a starting point, and think about explaining it in a story format. You will need to think about who your characters (or users) are. Perhaps you could use the Personas, if you created them earlier. Your storyboard should have between 5 and 25 frames. You could show your story in lots of different ways, so be creative! You could use photos of students acting out the service, 3D models, collages or written text. You might even want to tell a number of connected stories, showing different parts of the service and with different users, but remember it all needs to fit in 25 frames. It doesn’t need to show every part of the service, but it should show the most important touchpoints.


  • Experience Prototyping



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