Benjy StantonService walkthrough
- Author Benjy Stanton
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Service walkthroughs are a service design tool. Observe a service by going through the stages of the user journey.
How to use service walkthroughs…
- facilitator creates and acts out a scenario
- participant pretends to be a user
- walkthrough each touchpoint
- put equal emphasis on digital and human interactions
Use service walkthroughs to find out…
- key touch points of the service
- gaps in the end-to-end journey
- how users become aware of a service