Service Design Tools

Experience Prototypes

Service prototyping rapidly simulates service experiences. Teams and users test service concepts, focusing on interaction quality before launch.

Duration
3 hours
Group Size
3-5
Category
Service Design Tools
Difficulty
Easy
Participants will:

  • Test service experience concepts rapidly and cheaply.

  • Enable user experience before building.

  • Identify experience issues early.

  • Communicate service concepts tangibly.

  • Generate insights about user behavior.

  • Refine service interactions based on testing.

  • Build empathy for user experience among teams.

Participants will create experience prototypes, test experiential aspects, and validate experience design.
Focus on experience quality, not visual polish. Prototypes should be quick and changeable. Always test with real users; team members' feedback is biased. Create a safe space for honest feedback. Pay attention to emotional responses. Document positive and negative reactions; both are valuable. Iterate rapidly based on learnings. Scale gradually from simple to complex. Sometimes, despite best efforts, users struggle to suspend disbelief; acknowledge this and adjust the scenario.

  1. Identify key experience moments to prototype.

  2. Choose prototyping methods:


  • Role-playing scenarios

  • Storyboard walkthroughs

  • Physical space mockups

  • Digital interface simulations

  • Service walkthrough experiences


  1. Create low-fidelity touchpoint versions.

  2. Script key interactions and scenarios.

  3. Test with representative users.

  4. Observe user behavior and reactions.

  5. Gather feedback on experience quality.

  6. Identify pain points and opportunities.

  7. Iterate prototype based on learnings.

  8. Document insights for service development.

  9. Scale successful elements to the full service.

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For Facilitators

  • Review participant profiles and expectations
  • Prepare all materials and supplies
  • Test technology and room setup

For Participants

  • Complete pre-session survey
  • Review background materials
  • Prepare examples or case studies

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  • Basic mockup materials (cardboard, paper, etc.)

  • Role-playing props and scripts.

  • Simulation activity space.

  • Recording equipment.

  • Feedback collection materials.

  • User recruiting and scheduling resources.

  • Documentation tools.

  • Simple digital prototyping tools.

Unlock Materials Required

Create a free account to access step-by-step instructions, agendas, and resources for all activities.

  • Facilitator Guide (PDF)
  • Participant Workbook Template
  • Presentation Slides
  • Printable Materials

Unlock Resources & Templates

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