The Method’s Main Activity > Making

Depending on the resources that you have, participants that you are involving or the environment that you are considering, you can use methods where you can observe, talk, make or visualise. To observe, for example, a service user you can employ Empathy Tools, Video Ethnography, User Shadowing. To talk or discuss bout the issues you can use Interview, Bodymapping, Process Analysis, Focus Groups, Immersive Workshop or User Forum.

If you want to make prototypes, then adopt Experience Prototyping or Lego Serious Play.

And to visualize existing service or the new one you can employ among others Needs Map, Personas, Service Blueprint, Service User Journey, Service Image, Poster.

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This group activity is usually conducted following Story sharing* with the people who shared their stories (service users and other stakeholders). Write all the important stages or touchpoints when someone uses a service across the top of a long sheet of paper. You may have this information if you have already created a System map […]

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Elements are used to represent the service components and to better explain an idea to other members of the team. Prototyping is a design activity supporting the visualisation of ideas and a way to ensure that all the members of the team are talking about the same thing. It also contributes to making the process […]

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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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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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