Service Design Tools

Role Playing

Service simulations let team members role-play user scenarios. Acting out service interactions helps you understand different viewpoints and spot service problems. It's a great way to walk in your users' shoes.

Duration
1.5 hours
Group Size
4-8
Category
Service Design Tools
Difficulty
Easy
Participants will:

  • Experience services as users and staff.

  • Identify service gaps and pain points.

  • Build empathy for various user types.

  • Test service scenarios before launch.

  • Understand the emotional side of service delivery.

  • Train staff on service interactions.

  • Generate insights about service dynamics.

Participants complete role-playing, experience simulations, and gain empathy and insights.

  • Fully commit to assigned roles. If a participant is struggling, try switching roles.

  • Focus on realism, not perfection.

  • Include emotional responses.

  • Observe verbal and non-verbal cues.

  • Encourage honest feedback during debrief.

  • Run multiple scenarios with the same roles.

  • Use insights to iterate on service design.

  • Create a psychologically safe environment.


  1. Define scenarios for role-playing:


  • Typical user journeys.

  • Edge cases and problems.

  • Different user types.

  • Staff interactions.


  1. Assign roles:


  • User personas.

  • Staff members.

  • System components.

  • Environmental factors.


  1. Set up the physical or virtual space.

  2. Provide props and context materials.

  3. Act out scenarios from start to finish.

  4. Stay in character.

  5. Observe and document issues.

  6. Debrief after each scenario.

  7. Discuss insights from different angles.

  8. Identify improvements and re-test.

  9. Use insights for service design.

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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

Unlock Pre-Work Requirements

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  • Scenario scripts or outlines.

  • Role description cards.

  • Simulation props.

  • Space for role-playing.

  • Note-taking materials.

  • Debrief framework.

  • Video recording (optional).

  • Service maps or references.

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

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

Discussion

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