The design and delivery of an excellent service is a uniquely complex task. Services are made up of touchpoints across a wide range of channels from apps to physical devices to direct human interactions, and this 3-day, hands-on workshop prepares you to effectively and rapidly prototype across all of them.
We will work according to a rapid design thinking process that puts the user at the center to create actionable, business-ready experience prototypes. Lectures are spread throughout the three days and are immediately followed by direct hands-on applications with individual and group coaching along the way.
Walk away equipped with a complete toolkit for rapid user-focused innovation and a certificate from CIID.
Over the course of three days, we will introduce you to the following fast, effective, and broadly applicable tools and techniques for prototyping new service touchpoints:
- Guerilla Interviews: Tips and techniques for spontaneous, in-context, field interviews.
- In-depth Interviews: Templates and structures for gaining deep user insights.
- Probes & Activities: Preparing and using tools to facilitate interviews and generate rich artefacts.
Analysis & Mapping
- Research Synthesis: How to make sense of field research through clustering techniques.
- User Journey Mapping: A tried-and-true method for identifying pain points and highlights in an existing service.
- Lifecycles and Ecologies: Gathering and organizing in-depth insights into broader user and service contexts.
- Personas: Understanding and classifying your users through their motivations, habits, and backgrounds.
- Insight generation: Techniques for distilling large amounts of data and complex information into actionable insights.
- Opportunity finding: How to formulate designable questions from research-backed insights.
- Rapid ideation: Tools for generating first large quantities, then high quality ideas.
- Service Blueprinting: Mapping & planning a new or improved service across channels, stages, stakeholders, and touchpoints.
- Paper prototyping: The fastest and cheapest way to get user feedback using standard office materials.
- Interactive digital prototyping: Tips and techniques for getting the most out of your more advanced prototypes.
- Prototyping physical devices: How to simulate complex hardware interactions using basic or no technology.
- Fidelity planning: Choosing the correct level of fidelity at each iteration to get maximum user feedback with minimum intimidation.
Preparation & Research [9:00-17:00]
AM: Introduction to service design; field research tools & techniques
PM: Service mapping; prototyping digital services; iteration 1
Prototyping & Iterating [9:00-17:00]
AM: Field research analysis, insights, opportunities
PM: Physical prototyping and digital tools; iteration 2
Testing & Takeaways [9:00-17:00]
AM: Advanced experience prototyping; iteration 3
PM: Service design and experience prototyping in your work environment; team presentations