Designing a Service through Experience Prototyping

Explore the makings of Service Design in this collaboration-heavy, hands-on, one-week workshop with some of Europe’s leading consultants in Service Design thinking.


Workshop Dates: July 11th – 15th

Keywords: service design, experience prototyping, learning by doing, concept generation, co-creation, storytelling, user-centered design, user journey, scenario building, service blueprint, video prototyping

Looking at services in depth and the gears they run upon; how do we figure out what works and what doesn’t? How do people experience the services that surround them and how do these experiences feedback into the design itself? What is a service and how could touchpoints be authored throughout a user journey to better suit people’s needs?

As we move from interactions with artefacts to interactions with services, this hands-on course will use design methods and tools to translate opportunities and needs into rapid experience prototypes that benefit the way we design services. We will work according to a rapid design thinking process, that puts the experience at the center to support and facilitate service design. You and your team will work together to towards a design concept through a trial and error approach, conducting user testing and co-creation techniques to help iterate your design.

We believe in cross-pollination of thoughts, experiences and disciplines to nuance our creative process.

Life is not linear; it’s organic. We create our lives symbiotically as we explore our talents in relation to the circumstances they help create for us.”
Sir Ken Robinson 

You will work on a defined brief with a variety of tools and methods to help facilitate collaboration and provide a platform to bounce ideas off of each other, as well as overlay user research on top of user testing and lo-fi experience prototyping out in the field.

The output of the workshop will result in a formal presentation and a video, explaining the service concept as well as the design process, therefore previous basic knowledge in video making is a plus. Note that video making will not be taught during the class.

Artefact examples include, but are not limited to: Concept video, Service Blueprint, Low-Fi Prototypes, Scenario Sketches

Learning expectations:

  • Learn how to navigate through a pre-defined brief.
  • Use various research techniques to get a more in-depth understanding of the context
  • Formulate your analysis into design challenges and facilitate a free brainstorm
  • Transition ideas into concepts using user scenarios
  • Use low-fidelity paper prototypes as props
  • Employ different lo-fi experience prototyping methods and their affordances
  • Document and communicate the design process

Caroline Arvidsson
Gizem Boyacioglu