Learning from Service Prototypes

in service design Learning from prototypes

Johan Blomkvist

IDA-HCS-IxS

@Hellibop

Service prototyping

• Prototyping can be many different things – Purposes

• Explore, evaluate, communicate

– Representations (prototypes) • What is a representation of a service? • Concept, process(es), system

What are they talking about?

• What do they mean by prototyping • Types of prototyping

– Creating prototypes, using prototypes, evaluating prototypes

• Learning occurs throughout – but is

qualitatively different

Conversation with situation

• A designer creating a prototype

• Closed-loop – Paper – Artefact – System (service)

Conversation with situation

• A designer creating a prototype

• Sketching • Building • Preparing

Reflective conversation with materials (Donald Schön)

Conversation with situation

• Service design – Preparing

• Post-its • Flowcharts • Sketching • Making props (2D, 3D, 4D)

Situational/contextual/embodied

• One or more stakeholders ”use” a prototype • Rests on an external representation of a service

Situational/contextual/embodied

• Representation of service • Whole services or segments?

– Service walkthroughs

• Different knowledge based on type of representation – Roleplay – Desktop prototype – Experience prototype (Buchenau & Fulton Suri,

2000) – Props or no props?

Situational/contextual/embodied

• Iterative use and redesign approach – no ”formal” evaluation – based on general ”feeling” of using the prototype

Situational/contextual/embodied

• Use of the prototype – Users/customers use a prototype for a time period – Designers’ learning limited

• Not reading a scenario, not looking at a chair or a list

of specifications • Embodied understanding of use, situated (in a

situation) and contextual (in a context)

• What you learn about a prototype depends on its’ representation (fidelity aso), and where and how you use it!

Situational/contextual/embodied

• Use and evaluation – Think aloud – Probe – Feedback provided during enactment of service

Recall-based learning

• Recall-based learning – Based on a period of using the prototype – Questionnaire or more informal evaluation

• Learning based on static representations – Scenarios, storyboards, customer journeys aso…

Fin