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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. Service prototypes can be rudimentary, comprising of acted-out scenarios with hand-sketched scenes or improvised props. Conversely, they can be detailed mock-ups of systems, props, environments, and “trained staff” – […]

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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 […]

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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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Clustering and Voting

Published on October 12, 2018 by in , , ,

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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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Popcorn Ideas

Published on October 11, 2018 by in , , , ,

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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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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 design activity may need to be repeated over several days in order to gather a balanced perspective. Mapping a ‘Day in the Life’ graphically illustrates how time is assigned to various activities. For example, people could be interviewed and observed going about their daily routines. They can be asked to respond to a series […]

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You could focus on the specific sections of the service (eg. staff, environment), which could be done by visiting a service and using it. That way you will be able to understand how the service works and what the experience is like. When carrying out a Service Safari you should think about: What different stages […]

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In some cases, users will tell you exactly what their needs are. In others you might identify a need through observing their behaviour. Before attempting a needs map, you will need lots of information about your user. The more research and visual material you have, the better. Follow these two steps to create a needs […]

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