Service Design Tools

Service Prototype

This exercise simulates service interactions, allowing you to test concepts with real users in realistic conditions before launch. It's a hands-on way to find issues early.

Duration
4 hours
Group Size
5-10
Category
Service Design Tools
Difficulty
Easy
Participants will:

  • Test service interactions in a realistic setting.

  • Validate service concepts with target users.

  • Identify potential service issues before launch.

  • Understand service performance under real conditions.

  • Gather user feedback on the service experience.

  • Refine service design based on user testing.

  • Reduce implementation risk by testing early.

Participants will produce:

  • A working service prototype.

  • A testable service mock-up.

  • Validated service concepts.


  • Focus on testing the most critical service moments first. It's tempting to do everything at once, but start small.

  • Ensure scenarios and content are as realistic as possible.

  • Include both digital and human touchpoints in your simulation.

  • Prioritize observing user behavior over simply collecting opinions. What people do is more telling than what they say.

  • Pay close attention to users' emotional responses during the simulation.

  • Test edge cases and potential error conditions to uncover hidden issues.

  • Iterate rapidly based on the findings from each testing session. Don't get bogged down in perfection.

  • Document both successful and unsuccessful interactions to inform future improvements.


  1. Define the scope of your service prototype:


  • Identify key touchpoints.

  • Determine user scenarios for testing.

  • Decide on the level of detail needed.


  1. Design the prototype components:


  • Create user interface elements.

  • Develop staff interaction scripts.

  • Set up the physical environment.

  • Gather supporting materials.


  1. Build the prototype:


  • Use digital tools for interfaces.

  • Use physical mockups for spaces.

  • Use role-playing for human interactions.

  • Employ "Wizard of Oz" techniques for complex systems.


  1. Test the prototype with representative users.

  2. Observe user behavior and reactions closely.

  3. Gather detailed feedback on the user experience.

  4. Identify pain points and areas for improvement.

  5. Iterate on the prototype based on the insights gathered.

  6. Document all findings for implementation.

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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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  • Digital prototyping tools

  • Physical space for the simulation

  • Materials for creating environmental mockups

  • Role-playing scripts and props

  • User testing setup (e.g., consent forms)

  • Recording equipment (audio or video)

  • Feedback collection tools (surveys, forms)

  • Analysis and documentation materials

Unlock Materials Required

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

Unlock Resources & Templates

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