diverge · Prototyping, Feedback · 60–120 min · 2-10 people · medium energy

Experience Prototyping

Experience Prototyping allows designers to actively test service concepts by creating mock-ups of key touchpoints and observing user interactions. This method helps refine the service experience early in the design process by gathering direct user feedback.

When to use Experience Prototyping

Use Experience Prototyping when you need to validate service design ideas with real users before investing in full development. It's particularly useful for complex services with multiple touchpoints.

What it solves

Lack of user feedback early in the design process, leading to solutions that don't meet user needs.

How to run Experience Prototyping, step by step

  1. Identify key service touchpoints to prototype. (15 min)
  2. Create low-fidelity mock-ups of each touchpoint using simple materials. (30 min)
  3. Organize a simulation where users interact with the prototypes. (30 min)
  4. Observe user interactions and gather feedback on each touchpoint and the overall flow. (30 min)
  5. Document findings and identify areas for refinement. (15 min)

Materials needed

  • Paper
  • Markers
  • Cardboard
  • Tape
  • Scissors
  • Timer
  • Observation sheets

Facilitator tips

  • Encourage users to think aloud during the simulation.
  • Focus on observing user behavior rather than just asking for opinions.

Common pitfalls

  • Prototypes are too polished, leading to less honest feedback.
  • Users are hesitant to provide negative feedback.
  • Simulation lacks context, making it difficult for users to understand the interaction.

Variations

  • Run multiple simulations with different user groups.
  • Focus on a specific aspect of the service experience.
  • Use digital tools to create interactive prototypes.

Running it online or hybrid

Use collaborative online whiteboards to simulate physical touchpoints. Consider video conferencing for user interaction and observation.

What it produces

A series of tested service touchpoint prototypes with documented user feedback and identified areas for improvement.

Origin

Adapted from Buchenau & Suri (2000) — source

Build a session around Experience Prototyping

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

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