METHODOLOGY

FEASIBILITY

DESIGN SCOPE

FRAMING

IDEATION

USER INSIGHTS

SERVICE CONCEPT

PRO

TOTY

PE &

TES

T

PERS

ONA

S

TEST PREPARATION

TEST & EVALUATIONBLUEPRINT

ROAD

MAP

USERS’ JOURNEYS

(SERIOUS PLAY) SCENARIO

IDEA

SEL

ECTI

ON - C

OCD B

OXLO

TUS

BLO

SSO

M

INTERVIEW: ACTORS MAP

PERSONA DIMENSIONS

PERSONA

DESIGN CHALLENGE

DESIG

N REQ

UIREM

ENTS

INTERVIEW:

USER EXPERIENCE

RESE

ARCH

QUE

STIO

NS

CO

NTE

XT &

OBJ

ECTI

VE

TRENDS

Which trends can yourservice idea positively influence?

INTERNAL BARRIERS

What can be brakeswithin the organisation?

What must certainly be availablefor your service to succeed?

RESTRICTIONS CONDITIONS

Within which limitationsmust you work?

OBJECTIVES OFTHE ORGANISATION

How does this fit with theobjectives of the organisation?

NEEDS INTHE MARKET

Which demands orneeds will you meet?

Which service will you develop or improve?For whom?

SERVICE CONTEXT

SERVICE PROMISE

MOST IMPORTANT RESULTS

OBJECTIVE OF THE SERVICE

VALUES

What do you stand for as an organisation?

How can this contribute to the distinctivecharacter of your future service?

ANSWERS

To which specific user needs do youcertainly want to offer an answer?

SLOGAN

What will happen if your service is a success?

Which hypotheses do you want to test? Which insights are missing ?

WHAT DO YOU ALREADY KNOW? WHAT DO YOU WANT TO KNOW?

USERS

EMPLOYEES AND OTHER STAKEHOLDERS

FACTS Who, what, where, how?

OBJECTIVES Why?

EMOTIONS How did you feel?

IDEAS How can this be improved?

Which types of usersdo you want to interview?

Which types of employeesand interested parties

do you want to interview?

FACTS Who, what, where, how?

OBJECTIVES Why?

EMOTIONS How did you feel?

IDEAS How can this be improved?

INTERVIEWEE & CONTEXT OF THE INTERVIEW

PHASES IN THEEXPERIENCE

Ask the user or employee to describer his or her current experience. First, ask what the different steps are and then detail the user experience.

Satisfaction frontier

SATISFIED

UNSATISFIED

EMO

TIO

N S

CAL

E

WHY’S

Ask, for the most positive and the most negative experiences, how the user or employee felt and what he or she thought.Get to the bottom of the underlying reasons. Don’t hesitate to ask follow-up questions.

PARTIES INVOLVED

IN WHICH WAY?

PHASE

CLOSECONNECTION

For example, family, friends, colleagues

DISTANTCONNECTION

For example, a service provider or supplier

INTERVIEWEE & CONTEXT OF THE INTERVIEW

Ask who was involved in the various experience phases.List actors with whom the user has a close connection

in the middle and the other actors in the outermost circle.

Ask each actor how he or she was involved in the experience.Why was this person involved and how has this affected the experience?

Write this next to the name of the actor.

INTERVIEW:ACTORS MAP

Decide on the most important characteristics that have an influence on your service.

CHARACTERISTICEXTREME EXTREME

CHARACTERISTICS OF THE USERS

Determine realistic combinations of characteristics that together couldform a single fictitious person and link these (vertically) on the poster.

Determine the combinations so that you use each extreme at least once.

PERSONAS

PERSONA

DESCRIPTION

Describe your persona. Describe who he or she is in the context of the (future) service. What are his or her objectives,both rational and emotional? Be sure to use the characteristics that you indicated in the dimension poster.

NAME

OCCUPATION

OTHER Other element that has an influence on your service.

Is your persona someone who figures everything out on his or her own, or not?

DO-IT-YOURSELFER ADVICE SEEKER DELEGATOR

MOTIVATINGWhat can make your user

happy when using the service?

DEMOTIVATINGWhat can deter your userfrom using the service?

SERVICE ATTITUDE

MOST IMPORTANT MEASUREMENTS OF SUCCESS (KPIs)

EMPLOYEESUSERS OTHER ACTORS

AN ANIMAL A MEAL AN ENVIRONMENT A FUNCTIONAL OBJECT

How can we [users][verb] to [objective]?

Describe measureable goals.

USERS AND STAKEHOLDERS

THE DESIGN CHALLENGE

OBJECTIVE OF THE SERVICE

Who are the top 3 users and interested parties?

Imagine your future service as:

CHINESE PORTRAIT

Rework your initial objective based on the insights from the previous steps.Which service do you want to design or improve? For whom?

MOST IMPORTANT REQUIREMENTS

Which requirements have to do with the usage environment?

PHYSICAL CONTEXTWhat are the most important user requirements

related to the activities and operations during use?

ACTIVITIESWhich requirements are related to the non-functional goals of your user?

EMOTIONAL GOALS

Which requirements have to do with interactions with others?

RELATIONAL CONTEXT

What are the most important userrequirements related to the objects implied in the service?

Which 8 requirements would make the most difference if you offered a good answer to them?

OBJECTS

Which requirements are related to the functional goals of your user?

RATIONAL GOALS

DOES WHAT? WHY?WHO?

From the design challenge, determine what the high-level requirements are for the users. Try to come up with at least 3 requirements for each.

INSPIRATION FROM OTHERS

IDEAS FOR YOUR SERVICE

DESIGNCHALLENGE

DESIGNREQUIREMENT

INSPIRATIONALEXAMPLE

INSPIRATIONALEXAMPLE

INSPIRATIONALEXAMPLE

INSPIRATIONALEXAMPLE

INSPIRATIONALEXAMPLE

INSPIRATIONALEXAMPLE

INSPIRATIONALEXAMPLE

INSPIRATIONALEXAMPLE

DESIGNREQUIREMENT

DESIGNREQUIREMENT

DESIGNREQUIREMENT

DESIGNREQUIREMENT

DESIGNREQUIREMENT

DESIGNREQUIREMENT

DESIGNREQUIREMENT

Combine the best properties from the examples into solution ideas for your future service.

Find inspiration by looking at how others fulfil requirements.

Write the design challenge (or a part of it) in the middle of the poster.

For each requirement look for aninspirational example. Write theseexamples down on post-its andattach them to the poster.

Put the 8 most importantdesign requirements in theboxes around the middle.

Think about what makes this example so good.The 8 most important characteristics of eachexample are pasted onto the poster aroundthe example.

Hang all the solution ideas up and let the participants vote using different colour stickers. Sort the ideas on the poster and decide together which ideas you want to further develop.

ORDINARY

NO

T ( Y

ET) F

EASI

BLE

FEAS

IBLE

FEASIBLEN

OT (YET ) FEASIBLE

ORIGINAL

ORDINARY ORIGINAL

COLOURCOLOUR

COLOURCOLOUR

THE STORY

PERSONA, CONTEXT, AND OBJECTIVES OF THE SERVICE

Develop the user story by means of “serious play”. Keep in mind the various phases:notice, trigger, consider and decide, the use itself, help needed, relationship building after usage.Use this poster to draw out the service experience and show what is said using speech bubbles.

ACTIVITIES

TOUCH POINT

ACTIVITIES

TOUCH POINT

ACTIVITIES

TOUCH POINT

ACTIVITIES

TOUCH POINT

ACTIVITIES

TOUCH POINT

ACTIVITIES

TOUCH POINT

ACTIVITIES

TOUCH POINT

ACTIVITIES

TOUCH POINT

ACTIVITIES

TOUCH POINT

ACTIVITIES

TOUCH POINT

ACTIVITIES

TOUCH POINT

ACTIVITIES

TOUCH POINT

LEGEND

BEFOREHAND AFTER USEUSING THE SERVICE

SERV

ICE

PRO

VISI

ON

USE

RS

NEED

ACTIVITIES

What doesthe user want?

What doesthe user do?

TOUCH POINT

ANSWERS

How does the usercome in contact

with the service?

How are the demandsof the user answered?

(What does theemployee do?What does the

website do? Etc.)

STEPS Notice, understand, be triggered. Decide to use, first use, further use, help with problems. Building relationships, stimulating re-use, end of use.

Colour code and name of persona. Go through the “journey” for each of your personas. Indicate this with a colour line that connects the touch points that your persona uses.

First determine which touch points you want to test and then describe what you need for each touch point.

ELEMENTS

TOUCH POINT

Which parts do you want to test?

HOWHow do you want to execute (or have executed) the elements for the test? Describe or better yet make a sketch.

PEOPLEWhich employees (roles) do you need to execute the test?

PROPSWhich additional items do you need (table, chairs, etc.)?

WHOWho will execute this prototype?

ELEMENTS

TOUCH POINT

Which parts do you want to test?

HOWHow do you want to execute (or have executed) the elements for the test? Describe or better yet make a sketch.

PEOPLEWhich employees (roles) do you need to execute the test?

PROPSWhich additional items do you need (table, chairs, etc.)?

WHOWho will execute this prototype?

ELEMENTS

TOUCH POINT

Which parts do you want to test?

HOWHow do you want to execute (or have executed) the elements for the test? Describe or better yet make a sketch.

PEOPLEWhich employees (roles) do you need to execute the test?

PROPSWhich additional items do you need (table, chairs, etc.)?

WHOWho will execute this prototype?

TEST ASSIGNMENT, TEST CONTEXT

TEST

USE

RS

For each activity, make a note of what the most positive and most negative experience is.

EVALUATIONSee which positive and negative experiences repeatedly appear.Think how you can reinforce the positive and adapt the negative.

ACTIVITY

TOUCH POINT

BEFOREHAND AFTER USEUSING THE SERVICE

USE

RS

FRO

NT

OFF

ICE

BEHIND THE SCENES

BAC

K O

FFIC

E

ACTIVITY

TOUCH POINT

What does the userdo in this step?

What do the user andemployee use for this?

(folder, form,membership card, etc.)

ACTIVITYWhat happens here?

(what does the employee do, what does the application do,

etc.)

STEPS

TO DEVELOP

Notice, understand, be triggered. Decide to use, first use, further use, help with problems. Relationship building, stimulating re-use, end of use.

INTERNALPROCESSES

What do your employeesor systems do

behind the scenes?

EXTERNALPROCESSES

What happens inthe eco-system?

OR

GAN

ISAT

ION

AL E

NTI

TIES

MINIMUM VIABLE SOLUTIONS PILOT PROJECT - ROLL-OUT FULL IMPLEMENTATION

TIME

KPIs

From the blueprint, identify which touch points, front office interactions, back office interactions and underlying processes are needed at a minimum for the

service to work..

Make a note of what you want to work out for the roll-out. Make a note of what still needs to be worked out for the full roll-out of your service.

Write down here what you want to measure at this time.