The Method’s Focus: Touchpoints

These methods help you to get more information about the certain components of the existing service, such us user, service, service process or touchpoints. In addition, they can also help you to understand, visualise or verify the service that you are developing. For example, to get more information about the service user you can use User Diaries, Bodymapping, Interview or Service User Journey. Then, to understand of service itself you can adapt for example Actors Map, Process Analysis or System Map. Furthermore, to get familiar with service processes you can employ Service Safari, Service Storyboard, Scenario or Roleplaying. And to explore touchpoints you cab use Evidencing, Service Blueprint, or Service Prototype among others.

0

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” – […]

Continue Reading

0

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 […]

Continue Reading

0

Before collecting stories make sure that your equipment is working (e.g. check that the dictaphone is sensitive enough to pick up voices and that your batteries are charged or you have spares). Try to start with an easy introductory question to ease the storyteller into the interview, for example ‘Have you travelled far?’ Ask the […]

Continue Reading

0

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 […]

Continue Reading

0

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 […]

Continue Reading

0

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 […]

Continue Reading

0

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; […]

Continue Reading

0

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 […]

Continue Reading

0

Steps are agreed with users and/or those familiar with the process and mapped out. There are many process analysis tools – Failure Mode and Effect Analysis (FMEA) is particularly well suited to support design development – FMEA is a step-by-step approach for identifying all possible failures in a design, a manufacturing or assembly process, a […]

Continue Reading

0

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 […]

Continue Reading

0

The map should cover all the different stages of a service, from when a user first hears about it, through to signing up and eventually finishing with the service. It should show all the different touchpoints involved (e.g. people/ information/products/places). Touchpoints could include the people the user spoke to, information seen, products used and the […]

Continue Reading