Experience Prototyping
Experience Prototyping allows designers to actively test service concepts by creating mock-ups of key touchpoints and observing user interactions. This method helps refine the service experience early in the design process by gathering direct user feedback.
Use Experience Prototyping when you need to validate service design ideas with real users before investing in full development. It's particularly useful for complex services with multiple touchpoints.
Solves: Lack of user feedback early in the design process, leading to solutions that don't meet user needs.
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Step 1: Identify key service touchpoints to prototype. (15 min)
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Step 2: Create low-fidelity mock-ups of each touchpoint using simple materials. (30 min)
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Step 3: Organize a simulation where users interact with the prototypes. (30 min)
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Step 4: Observe user interactions and gather feedback on each touchpoint and the overall flow. (30 min)
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Step 5: Document findings and identify areas for refinement. (15 min)
- Encourage users to think aloud during the simulation.
- Focus on observing user behavior rather than just asking for opinions.
- Run multiple simulations with different user groups.
- Focus on a specific aspect of the service experience.
- Use digital tools to create interactive prototypes.