The Method’s Main Activity > Visualising

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.

Offering Map

Published on November 25, 2018 by in , , ,

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There is no standard format for this tool: the offering could be described in words or could be illustrated by images, but most frequently it is visualised through a graph. This instrument could support the elaboration of the service idea as well the development of some specific solutions. It could be a tool for the […]

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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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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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Affinity Diagram

Published on November 15, 2018 by in , , ,

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You can do this design activity in the following way: firstly, phrase the issue under discussion in a full sentence e.g. ‘Why are patients waiting so long for test results?’ and participants then silently record their responses on post-it notes. As a minimum, they should use a noun and a verb; ideally there should be four […]

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The service concept is described by representing all the different touchpoints through realistic images that make them visible and give a quick idea of how the service will work, how it will be perceived and how it will improve the user experience. Example: Health Connect is a future service concept designed to improve access to […]

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Service Image

Published on November 13, 2018 by in , , ,

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The Service Image aims to support the dialogue with stakeholders and provide a vision of the service. It also supports the discussion around concepts, eliciting prompt responses to the prominent aspects of every idea. The picture uses a simple visual language to illustrate a possible situation in the use of the service; using overlapping sketches […]

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Poster

Published on November 12, 2018 by in , ,

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Through the creative elaboration of the poster you can imagine how the new service could be launched on the market and perceived by users. The design activity gives the opportunity to understand the link between the service idea and the existing reality. On the other hand, it could be an effective way of visualising the […]

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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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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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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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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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