Experience Surveying

Published on November 26, 2018 by in , ,

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In order to measure the difference between expectation and experience, administer two identical surveys – one to measure users’ expectations of service quality within a generic sector, and one to measure users’ actual experiences of service quality for a specific organisation. Analysing the gaps between the two leads to insight and opportunities. The trick (as […]

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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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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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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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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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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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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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System map

Published on September 23, 2018 by in , , , , ,

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The map combines together text and pictograms in an effective visual representation: the use of colours, the different sizes of the objects and the way in which they are related inside the space of the visualization helps the “reading” of  the graph and the understanding of the entire system. The tool is based on a […]

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On a big sheet of paper draw 5 concentric circles starting with the smallest in the middle of the paper and finishing with the largest one nearest the edge of the paper. Put the ‘subject’ of your study inside the smallest circle then, working outwards, indicate how often communications occur e.g. rarely, monthly, weekly or […]

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