DRLAB_Header-Tools_Prototyping-template_ENG_20200727

Prototyping plan


Prototyping plan

This tool allows you to design guidelines for creating prototypes of design ideas. The template defines the steps to follow to obtain a prototype that represents a more or less tangible component of a service to create a first experiential form of the service itself. Filling in the form helps the team in designing the prototype

Download the manual for using the tool with tips and instructions.

For a theoretical study click here.

Your opinion is important to us. Evaluate the tool based on your experiences or how you would like to use it.

Take advantage of the new free "Remote Lab" service. Request an appointment by filling out the form.

Suggestions

Indications emerged from the DRLab experience for the use of the tool.

Instructions for using the template

1. Indicate the project title.

2. Define the question that guides the prototyping.

3. Define the object for prototyping, which might mean a whole service or just a part. This can be an experience or a process, of physical objects or products, contexts or spaces,software or digital products, or even systems.

4. Indicate the resources available for prototyping. These include: economic resources, materials, places, people and data known to the project at the centre of the prototyping.

5. Structuring the actions of each prototype construction phase. At this point keep in mind:
- the choice of context, actors, techniques
- how to use the chosen materials and at what level of fidelity and detail to develop the prototype
- which tools to use for data collection (e.g. photographs, videos)
- how to collect, store and analyze data and feedback.

6. Define the results that needs to be obtained according to the question and the prototyping goal.

N.B. The compilation of the template can refer to:
- the prototyping of a whole service or only a part of it
- a collection of phases or a single phase (e.g. a phase identified with the “service blueprint”) tool

Download the manual for using the tool. Inside you’ll find an introduction, instructions for completing it independently, some practical tips, the template (A3 format) and an example of how to fill it out. Here you can also download only the template in A3 and A1 formats.

Share your experience with us and strengthen your skills.

Use this form if you want to share your experience of using the tool with us, or if you have doubts and if you want to use it but you don't know how.

The fields marked with an asterisk * are mandatory

Indicate here the name of the tool (or series of tools) for which you wish to contact us.

DRLAB_Header-Tools_Service-blueprint_ENG_20200727

Service blueprint


Service blueprint

Mapping of the operating flows that make up the entire operation of a service. It is used to visualize service actions, relationships, actors, inputs, outputs, touchpoints. It also puts the evidence between what is visible to the final users of a service and what instead remains invisible but equally crucial for the functioning of the system / service.

Download the manual for using the tool with tips and instructions.

For a theoretical study click here.

Your opinion is important to us. Evaluate the tool based on your experiences or how you would like to use it.

Take advantage of the new free "Remote Lab" service. Request an appointment by filling out the form.

Suggestions

Indications emerged from the DRLab experience for the use of the tool.

Instructions for using the template

1. Indicate the project title, or the experience that’s going to be described. Indicate the protagonist of all the scene that make up the experience of interacting with the service.

2. Indicate the main phases that make up the experience. Each phase or moment describes an interaction activity with an element that makes up the service. It is possible to describe each scene through textual description or with drawings or photographs. Complete all the steps necessary to describe the experience before continuing with the compilation of point 3.

3. Use words and/or images to describe the activities of the frontstage, i.e. those processes, activities and actions that are visible to the service user and brought to a conclusion by the service provider (e.g. the waiter that takes an order).

4. Use words and/or images to describe the activities of the backstage, i.e. those processes, activities and actions that are not visible to the service user but are brought to a conclusion by the service provider (e.g. the waiter who gives the order to the kitchen).

5. Indicate eventual supporting actions, i.e. all those activities that happen within the service system but are carried out by other parts of the organization or by external partners.

6. Identify the element that gives evidence and tangibility to the interaction that occurs at each stage of the experience.

N.B.Repeat points 3, 4, 5 and 6 for all of the phases.

N.B. The protagonist can be found from among the persona profiles, or can express features of a hypothetical user if more detailed data is not available.

Download the manual for using the tool. Inside you’ll find an introduction, instructions for completing it independently, some practical tips, the template (A3 format) and an example of how to fill it out. Here you can also download only the template in A3 and A1 formats.

Share your experience with us and strengthen your skills.

Use this form if you want to share your experience of using the tool with us, or if you have doubts and if you want to use it but you don't know how.

The fields marked with an asterisk * are mandatory

Indicate here the name of the tool (or series of tools) for which you wish to contact us.

DRLAB_Header-Tools_User-Journey-map_ENG_20200727

User Journey map


User Journey map

Graphical representation of a flow that describes the experience of a user when interacting with a service. The map allows us to visualize the sequence of activities in terms of relevant features, problems and opportunities that contribute to defining the service’s level of performance.

Download the manual for using the tool with tips and instructions.

For a theoretical study click here.

Your opinion is important to us. Evaluate the tool based on your experiences or how you would like to use it.

Take advantage of the new free "Remote Lab" service. Request an appointment by filling out the form.

Suggestions

Indications emerged from the DRLab experience for the use of the tool.

Instructions for using the template

Premise An effective user journey map relies on research data. Before proceeding with compiling the map, make the data easily available to the working group.

1. Identify the project title and the title of the journey to be described through the experience of the protagonist’s interactions with the service. Indicate the protagonist of the experience in order to describe his/her specific interaction with the service.

2. Relate the activities that describe the protagonist’s experience.

3. RGroup together the activities previously identified into macro-activities that describe the protagonist’s experience.

4. For each activity, represent the scene by using visualization and description, e.g. words, drawings, sketches, images, illustrations, photographs.

5. Indicate the interaction points touchpoints of the reference scene, or the elements through or through which the protagonist has an interaction with the service. The points of interaction can be manifested to the protagonist in the form of objects, documents, digital products, people, or other items to be crossed and indicated in the appropriate spaces.

6. Indicate the emotional state of the protagonist in relation to the individual activities of the service using words connected to the icons.

7. Report a quote of the protagonist that describes his/her point of view of the scene.

8. Indicate critical issues that arise in each phase of the experience, relating to the protagonist and their interactions with the service.

9. For each activity, report what can be deduced from the analysis of the previous points (macro-activities, activities, scene, points of interaction, emotional state, issues, citations).

N.B. The protagonist can be traced back among the profile personas, or can express the features of a hypothetical user if more detailed data is not available.

N.B. The greater the awareness of the project context through explorational activities and previous research – such as design ethnography – the greater is the ability to complete the map. E.g. activities, moods, quotes are more reliable if they come out of exploring the project’s real context.

N.B. The form is in A3 format and can be downloaded from this page; it allows you to describe an experience for up to 4 activities – with scenes represented in a space the size of a post-it. To describe experiences with more than 4 activities, simply print the same form again and use it in continuity, or download the A1 format.

Download the manual for using the tool. Inside you’ll find an introduction, instructions for completing it independently, some practical tips, the template (A3 format) and an example of how to fill it out. Here you can also download only the template in A3 and A1 formats.

Share your experience with us and strengthen your skills.

Use this form if you want to share your experience of using the tool with us, or if you have doubts and if you want to use it but you don't know how.

The fields marked with an asterisk * are mandatory

Indicate here the name of the tool (or series of tools) for which you wish to contact us.