Learning from Service Prototypes
description
Transcript of 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