explore · Feedback · 30–60 min · 2-8 people · low energy

Concept Walkthrough

The Concept Walkthrough is a method for gathering early feedback on a service idea by guiding users or experts through a proposed experience using low-fidelity prototypes. It helps identify potential issues and refine the concept before significant investment.

When to use Concept Walkthrough

Use this method when you need to validate a service concept early in the design process, gather user feedback on potential pain points, and identify areas for improvement before committing to development.

What it solves

Lack of user input in early design stages, potential for developing a service that doesn't meet user needs, assumptions about user behavior.

How to run Concept Walkthrough, step by step

  1. Prepare low-fidelity mock-ups, sketches, or images representing the service experience. (15 minutes)
  2. Recruit representative users or experts. (Ongoing)
  3. Introduce the concept and set the context for the walkthrough. (5 minutes)
  4. Guide participants through the experience, asking for feedback at each step. (20 minutes)
  5. Document feedback and identify key insights. (10 minutes)

Materials needed

  • Low-fidelity mock-ups or sketches
  • Note-taking materials
  • Whiteboard or virtual whiteboard

Facilitator tips

  • Encourage participants to think aloud as they go through the experience.
  • Focus on understanding the 'why' behind their feedback.
  • Be open to unexpected insights and be prepared to pivot.

Common pitfalls

  • Participants focus on minor details instead of the overall concept. - Remind them of the high-level nature of the prototype.
  • Participants are hesitant to provide critical feedback. - Create a safe and open environment for sharing opinions.

Variations

  • Conduct the walkthrough remotely using screen sharing and virtual collaboration tools.
  • Incorporate user journey mapping to visualize the end-to-end experience.

Running it online or hybrid

Use a virtual whiteboard tool like Miro or Mural to display mock-ups and collect feedback. Encourage participants to use virtual sticky notes or annotation features.

What it produces

A documented list of user feedback, identified pain points, and suggested improvements to the service concept.

Origin

Adapted from Service Design Tools — source

Build a session around Concept Walkthrough

METODIC places Concept Walkthrough inside a complete, timed session plan — agenda, worksheets, facilitator guide and slides — matched to your group and goal.

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