SERVICE DESIGN User stories

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Winifred Beatrice Wilkerson
8 years ago
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1 SERVICE DESIGN User stories

2 CONTENT User stories Scenarios Storyboards TOOLS AND METHODS A scenario type user story

3 SERVICE DESIGN PROCESS USER INFORMATION USER PERSONAS USER STORIES CUSTOMER JOURNEY SERVICE CONCEPT Design ethnography User personas User Stories Customer Journey Concept creation Storyboards Touchpoints Evaluation User Drivers Scenarios Service blueprint Testing User Needs

4 USER STORIES User story is story of the end user that captures what a user does or needs to do as part of achieving the user goal in the service or with a product User stories are fictional stories and can be based on user persona descriptions or on real life stories User stories are a quick and empathetic way of handling customer requirements without having to create formalized requirement documents and without performing administrative tasks related to maintaining them en.wikipedia.org/wiki/user_story

5 USER STORIES User stories are a popular technique to capture product or service functionality in an agile context, they are especially efficient in service design since they describe the actions of the user in a process A story contains a brief narrative with start up motivation, storyline, goal and acceptance criteria When a user story is future orientated it can be named as a user scenario prototyping how the future service should work considering a future use situation for a certain user group or user persona

6 SCENARIO Scenarios are a technique to build the alternative futures as contextual presentations of real life situations Scenarios are constructions of the future that can cover a wide range of cultural, economic, technological and social issues Certain trends or weak signals can fulfil themselves in these scenarios More specific future use situations with imagined or real users and social or human product interaction can also be presented as scenarios

7 SCENARIO AN EXAMPLE OF THE SCENARIO RELATED TO MOBILE APPLICATION DEVELOPMENT FOR ELDERLY PEOPLE

8 STORYTELLING Storytelling can be effective method of presenting a the user point of view and user s goal seeking and achieving activity process Qualitative research methods can uncover meaningful end user stories that illustrate needs and desires These stories can be become the basis of the new designs and be used to support decision making A powerful story can help ensure the success of a new product, service or experience

9 STORYTELLING A typical visual storytelling technique of storyboards for film design and from cartoons has been applied to service design as a means to describe the service process visually In service design communication between designer, client, design team and potential users has great importance Throughout the design process, ideas and concepts are generated and must be conveyed to these people to evoke comments, judgement or acceptance Storyboards provides a common visual language that people from different backgrounds can read and understand

10 STORYBOARD STORYTELLING In service design communication between designer, AN EXAMPLE OF THE STROTYBOARD RELATED TO client, design MOBILE team APPLICATION and potential DEVELOPMENT users has great importance Throughout the design process, ideas and concepts are generated and must be conveyed to these people to evoke comments, judgement or acceptance Storyboards provides a common visual language that people from different backgrounds can read and understand

11 A SCENARIO TYPE USER STORY - TOOL HOW? Create future user stories (near future scenarios) around the development case for your user personas describing the user experience and the offering from the user point of view User story starts form the user motivation and their information search process Answer in your story: Who, what, why, when, where, with what kind of action process and goals? Examples of scenario creation:

SERVICE DESIGN Customer journey

SERVICE DESIGN Customer journey CONTENT Customer journey Service moments and touchpoints Service blueprint TOOLS AND METHODS Customer journey Service blueprint SERVICE DESIGN PROCESS USER INFORMATION USER