Design Services Create Experiences

wwwservicedesign-linzat

ServiceDesign Jam Linz 2015 Keynote 2

Alexander Wie1048552off

Prototyping

28 Februar 2015

Design Services Create Experiences

PROTOTYPING Alexander Wiethoff

a bit of Interaction Design to start with

Bill Verplank worked at Xerox 78-1986

photo credits copy bill verplank

Transducers (input analogdigital)

Transducers (output hilo resolution)

Computer Microcontroller

Mental model

(tutorial signs)

What we know What it means So what How does it work

Experience Prototypes

Key Data Collection

User Research

Data Analysis

Design Concepts

Evaluation Cycle

Prototyping as a proof of concept

photo credits copy alexander wiethoff

Prototyping as a design process

photo credits copy alexander wiethoff

Prototyping as a communication

tool

photo credits copy alexander wiethoff

For the Designer

Exploration Visualization Feasibly Inspiration Collaboration

For the End User Effectiveness Usefulness A change of viewpoint Usability Desirability

For the Producer Conviction Specification Benchmarking

Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you

show it to them

Steve Jobs

Fidelity v Resolution

low resolution low fidelity

high resolution high fidelity

high resolution low fidelity

High FidelityLow Fidelity

Open Discussion

Prompting Required

Quick and Dirty

Early Validation

Sharp Opinions

Self Explanatory

Deliberate and Refined

Concrete Ideas

Less Details

Focus on core interactions

Quick and Dirty

Early Validation

More Details

Focus on the whole

Deliberate and Refined

Concrete Ideas

Low Resolution High Resolution

3 Main Prototyping Pillars and Directions

Paper Prototyping Video Prototyping Hardware Prototyping

Paper Prototyping Screen Interactions

Paper-prototyping

Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design

What is it

Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products

History

Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design

Typical set-up of the usability laboratory for a test session with a paper prototype

User test of a low-fidelity paper prototype of a website

photo credits copy NN Group

User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction

Testing hardware user interfaces mockup of a kiosk

photo credits copy NN Group

httpwwwbalsamiqcomproductsmockups

PROTOTYPING Alexander Wiethoff

a bit of Interaction Design to start with

Bill Verplank worked at Xerox 78-1986

photo credits copy bill verplank

Transducers (input analogdigital)

Transducers (output hilo resolution)

Computer Microcontroller

Mental model

(tutorial signs)

What we know What it means So what How does it work

Experience Prototypes

Key Data Collection

User Research

Data Analysis

Design Concepts

Evaluation Cycle

Prototyping as a proof of concept

photo credits copy alexander wiethoff

Prototyping as a design process

photo credits copy alexander wiethoff

Prototyping as a communication

tool

photo credits copy alexander wiethoff

For the Designer

Exploration Visualization Feasibly Inspiration Collaboration

For the End User Effectiveness Usefulness A change of viewpoint Usability Desirability

For the Producer Conviction Specification Benchmarking

Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you

show it to them

Steve Jobs

Fidelity v Resolution

low resolution low fidelity

high resolution high fidelity

high resolution low fidelity

High FidelityLow Fidelity

Open Discussion

Prompting Required

Quick and Dirty

Early Validation

Sharp Opinions

Self Explanatory

Deliberate and Refined

Concrete Ideas

Less Details

Focus on core interactions

Quick and Dirty

Early Validation

More Details

Focus on the whole

Deliberate and Refined

Concrete Ideas

Low Resolution High Resolution

3 Main Prototyping Pillars and Directions

Paper Prototyping Video Prototyping Hardware Prototyping

Paper Prototyping Screen Interactions

Paper-prototyping

Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design

What is it

Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products

History

Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design

Typical set-up of the usability laboratory for a test session with a paper prototype

User test of a low-fidelity paper prototype of a website

photo credits copy NN Group

User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction

Testing hardware user interfaces mockup of a kiosk

photo credits copy NN Group

httpwwwbalsamiqcomproductsmockups

a bit of Interaction Design to start with

Bill Verplank worked at Xerox 78-1986

photo credits copy bill verplank

Transducers (input analogdigital)

Transducers (output hilo resolution)

Computer Microcontroller

Mental model

(tutorial signs)

What we know What it means So what How does it work

Experience Prototypes

Key Data Collection

User Research

Data Analysis

Design Concepts

Evaluation Cycle

Prototyping as a proof of concept

photo credits copy alexander wiethoff

Prototyping as a design process

photo credits copy alexander wiethoff

Prototyping as a communication

tool

photo credits copy alexander wiethoff

For the Designer

Exploration Visualization Feasibly Inspiration Collaboration

For the End User Effectiveness Usefulness A change of viewpoint Usability Desirability

For the Producer Conviction Specification Benchmarking

Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you

show it to them

Steve Jobs

Fidelity v Resolution

low resolution low fidelity

high resolution high fidelity

high resolution low fidelity

High FidelityLow Fidelity

Open Discussion

Prompting Required

Quick and Dirty

Early Validation

Sharp Opinions

Self Explanatory

Deliberate and Refined

Concrete Ideas

Less Details

Focus on core interactions

Quick and Dirty

Early Validation

More Details

Focus on the whole

Deliberate and Refined

Concrete Ideas

Low Resolution High Resolution

3 Main Prototyping Pillars and Directions

Paper Prototyping Video Prototyping Hardware Prototyping

Paper Prototyping Screen Interactions

Paper-prototyping

Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design

What is it

Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products

History

Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design

Typical set-up of the usability laboratory for a test session with a paper prototype

User test of a low-fidelity paper prototype of a website

photo credits copy NN Group

User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction

Testing hardware user interfaces mockup of a kiosk

photo credits copy NN Group

httpwwwbalsamiqcomproductsmockups

Bill Verplank worked at Xerox 78-1986

photo credits copy bill verplank

Transducers (input analogdigital)

Transducers (output hilo resolution)

Computer Microcontroller

Mental model

(tutorial signs)

What we know What it means So what How does it work

Experience Prototypes

Key Data Collection

User Research

Data Analysis

Design Concepts

Evaluation Cycle

Prototyping as a proof of concept

photo credits copy alexander wiethoff

Prototyping as a design process

photo credits copy alexander wiethoff

Prototyping as a communication

tool

photo credits copy alexander wiethoff

For the Designer

Exploration Visualization Feasibly Inspiration Collaboration

For the End User Effectiveness Usefulness A change of viewpoint Usability Desirability

For the Producer Conviction Specification Benchmarking

Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you

show it to them

Steve Jobs

Fidelity v Resolution

low resolution low fidelity

high resolution high fidelity

high resolution low fidelity

High FidelityLow Fidelity

Open Discussion

Prompting Required

Quick and Dirty

Early Validation

Sharp Opinions

Self Explanatory

Deliberate and Refined

Concrete Ideas

Less Details

Focus on core interactions

Quick and Dirty

Early Validation

More Details

Focus on the whole

Deliberate and Refined

Concrete Ideas

Low Resolution High Resolution

3 Main Prototyping Pillars and Directions

Paper Prototyping Video Prototyping Hardware Prototyping

Paper Prototyping Screen Interactions

Paper-prototyping

Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design

What is it

Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products

History

Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design

Typical set-up of the usability laboratory for a test session with a paper prototype

User test of a low-fidelity paper prototype of a website

photo credits copy NN Group

User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction

Testing hardware user interfaces mockup of a kiosk

photo credits copy NN Group

httpwwwbalsamiqcomproductsmockups

photo credits copy bill verplank

Transducers (input analogdigital)

Transducers (output hilo resolution)

Computer Microcontroller

Mental model

(tutorial signs)

What we know What it means So what How does it work

Experience Prototypes

Key Data Collection

User Research

Data Analysis

Design Concepts

Evaluation Cycle

Prototyping as a proof of concept

photo credits copy alexander wiethoff

Prototyping as a design process

photo credits copy alexander wiethoff

Prototyping as a communication

tool

photo credits copy alexander wiethoff

For the Designer

Exploration Visualization Feasibly Inspiration Collaboration

For the End User Effectiveness Usefulness A change of viewpoint Usability Desirability

For the Producer Conviction Specification Benchmarking

Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you

show it to them

Steve Jobs

Fidelity v Resolution

low resolution low fidelity

high resolution high fidelity

high resolution low fidelity

High FidelityLow Fidelity

Open Discussion

Prompting Required

Quick and Dirty

Early Validation

Sharp Opinions

Self Explanatory

Deliberate and Refined

Concrete Ideas

Less Details

Focus on core interactions

Quick and Dirty

Early Validation

More Details

Focus on the whole

Deliberate and Refined

Concrete Ideas

Low Resolution High Resolution

3 Main Prototyping Pillars and Directions

Paper Prototyping Video Prototyping Hardware Prototyping

Paper Prototyping Screen Interactions

Paper-prototyping

Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design

What is it

Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products

History

Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design

Typical set-up of the usability laboratory for a test session with a paper prototype

User test of a low-fidelity paper prototype of a website

photo credits copy NN Group

User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction

Testing hardware user interfaces mockup of a kiosk

photo credits copy NN Group

httpwwwbalsamiqcomproductsmockups

Transducers (input analogdigital)

Transducers (output hilo resolution)

Computer Microcontroller

Mental model

(tutorial signs)

What we know What it means So what How does it work

Experience Prototypes

Key Data Collection

User Research

Data Analysis

Design Concepts

Evaluation Cycle

Prototyping as a proof of concept

photo credits copy alexander wiethoff

Prototyping as a design process

photo credits copy alexander wiethoff

Prototyping as a communication

tool

photo credits copy alexander wiethoff

For the Designer

Exploration Visualization Feasibly Inspiration Collaboration

For the End User Effectiveness Usefulness A change of viewpoint Usability Desirability

For the Producer Conviction Specification Benchmarking

Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you

show it to them

Steve Jobs

Fidelity v Resolution

low resolution low fidelity

high resolution high fidelity

high resolution low fidelity

High FidelityLow Fidelity

Open Discussion

Prompting Required

Quick and Dirty

Early Validation

Sharp Opinions

Self Explanatory

Deliberate and Refined

Concrete Ideas

Less Details

Focus on core interactions

Quick and Dirty

Early Validation

More Details

Focus on the whole

Deliberate and Refined

Concrete Ideas

Low Resolution High Resolution

3 Main Prototyping Pillars and Directions

Paper Prototyping Video Prototyping Hardware Prototyping

Paper Prototyping Screen Interactions

Paper-prototyping

Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design

What is it

Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products

History

Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design

Typical set-up of the usability laboratory for a test session with a paper prototype

User test of a low-fidelity paper prototype of a website

photo credits copy NN Group

User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction

Testing hardware user interfaces mockup of a kiosk

photo credits copy NN Group

httpwwwbalsamiqcomproductsmockups

What we know What it means So what How does it work

Experience Prototypes

Key Data Collection

User Research

Data Analysis

Design Concepts

Evaluation Cycle

Prototyping as a proof of concept

photo credits copy alexander wiethoff

Prototyping as a design process

photo credits copy alexander wiethoff

Prototyping as a communication

tool

photo credits copy alexander wiethoff

For the Designer

Exploration Visualization Feasibly Inspiration Collaboration

For the End User Effectiveness Usefulness A change of viewpoint Usability Desirability

For the Producer Conviction Specification Benchmarking

Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you

show it to them

Steve Jobs

Fidelity v Resolution

low resolution low fidelity

high resolution high fidelity

high resolution low fidelity

High FidelityLow Fidelity

Open Discussion

Prompting Required

Quick and Dirty

Early Validation

Sharp Opinions

Self Explanatory

Deliberate and Refined

Concrete Ideas

Less Details

Focus on core interactions

Quick and Dirty

Early Validation

More Details

Focus on the whole

Deliberate and Refined

Concrete Ideas

Low Resolution High Resolution

3 Main Prototyping Pillars and Directions

Paper Prototyping Video Prototyping Hardware Prototyping

Paper Prototyping Screen Interactions

Paper-prototyping

Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design

What is it

Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products

History

Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design

Typical set-up of the usability laboratory for a test session with a paper prototype

User test of a low-fidelity paper prototype of a website

photo credits copy NN Group

User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction

Testing hardware user interfaces mockup of a kiosk

photo credits copy NN Group

httpwwwbalsamiqcomproductsmockups

Prototyping as a proof of concept

photo credits copy alexander wiethoff

Prototyping as a design process

photo credits copy alexander wiethoff

Prototyping as a communication

tool

photo credits copy alexander wiethoff

For the Designer

Exploration Visualization Feasibly Inspiration Collaboration

For the End User Effectiveness Usefulness A change of viewpoint Usability Desirability

For the Producer Conviction Specification Benchmarking

Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you

show it to them

Steve Jobs

Fidelity v Resolution

low resolution low fidelity

high resolution high fidelity

high resolution low fidelity

High FidelityLow Fidelity

Open Discussion

Prompting Required

Quick and Dirty

Early Validation

Sharp Opinions

Self Explanatory

Deliberate and Refined

Concrete Ideas

Less Details

Focus on core interactions

Quick and Dirty

Early Validation

More Details

Focus on the whole

Deliberate and Refined

Concrete Ideas

Low Resolution High Resolution

3 Main Prototyping Pillars and Directions

Paper Prototyping Video Prototyping Hardware Prototyping

Paper Prototyping Screen Interactions

Paper-prototyping

Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design

What is it

Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products

History

Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design

Typical set-up of the usability laboratory for a test session with a paper prototype

User test of a low-fidelity paper prototype of a website

photo credits copy NN Group

User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction

Testing hardware user interfaces mockup of a kiosk

photo credits copy NN Group

httpwwwbalsamiqcomproductsmockups

Prototyping as a design process

photo credits copy alexander wiethoff

Prototyping as a communication

tool

photo credits copy alexander wiethoff

For the Designer

Exploration Visualization Feasibly Inspiration Collaboration

For the End User Effectiveness Usefulness A change of viewpoint Usability Desirability

For the Producer Conviction Specification Benchmarking

Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you

show it to them

Steve Jobs

Fidelity v Resolution

low resolution low fidelity

high resolution high fidelity

high resolution low fidelity

High FidelityLow Fidelity

Open Discussion

Prompting Required

Quick and Dirty

Early Validation

Sharp Opinions

Self Explanatory

Deliberate and Refined

Concrete Ideas

Less Details

Focus on core interactions

Quick and Dirty

Early Validation

More Details

Focus on the whole

Deliberate and Refined

Concrete Ideas

Low Resolution High Resolution

3 Main Prototyping Pillars and Directions

Paper Prototyping Video Prototyping Hardware Prototyping

Paper Prototyping Screen Interactions

Paper-prototyping

Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design

What is it

Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products

History

Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design

Typical set-up of the usability laboratory for a test session with a paper prototype

User test of a low-fidelity paper prototype of a website

photo credits copy NN Group

User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction

Testing hardware user interfaces mockup of a kiosk

photo credits copy NN Group

httpwwwbalsamiqcomproductsmockups

Prototyping as a communication

tool

photo credits copy alexander wiethoff

For the Designer

Exploration Visualization Feasibly Inspiration Collaboration

For the End User Effectiveness Usefulness A change of viewpoint Usability Desirability

For the Producer Conviction Specification Benchmarking

Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you

show it to them

Steve Jobs

Fidelity v Resolution

low resolution low fidelity

high resolution high fidelity

high resolution low fidelity

High FidelityLow Fidelity

Open Discussion

Prompting Required

Quick and Dirty

Early Validation

Sharp Opinions

Self Explanatory

Deliberate and Refined

Concrete Ideas

Less Details

Focus on core interactions

Quick and Dirty

Early Validation

More Details

Focus on the whole

Deliberate and Refined

Concrete Ideas

Low Resolution High Resolution

3 Main Prototyping Pillars and Directions

Paper Prototyping Video Prototyping Hardware Prototyping

Paper Prototyping Screen Interactions

Paper-prototyping

Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design

What is it

Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products

History

Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design

Typical set-up of the usability laboratory for a test session with a paper prototype

User test of a low-fidelity paper prototype of a website

photo credits copy NN Group

User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction

Testing hardware user interfaces mockup of a kiosk

photo credits copy NN Group

httpwwwbalsamiqcomproductsmockups

For the Designer

Exploration Visualization Feasibly Inspiration Collaboration

For the End User Effectiveness Usefulness A change of viewpoint Usability Desirability

For the Producer Conviction Specification Benchmarking

Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you

show it to them

Steve Jobs

Fidelity v Resolution

low resolution low fidelity

high resolution high fidelity

high resolution low fidelity

High FidelityLow Fidelity

Open Discussion

Prompting Required

Quick and Dirty

Early Validation

Sharp Opinions

Self Explanatory

Deliberate and Refined

Concrete Ideas

Less Details

Focus on core interactions

Quick and Dirty

Early Validation

More Details

Focus on the whole

Deliberate and Refined

Concrete Ideas

Low Resolution High Resolution

3 Main Prototyping Pillars and Directions

Paper Prototyping Video Prototyping Hardware Prototyping

Paper Prototyping Screen Interactions

Paper-prototyping

Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design

What is it

Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products

History

Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design

Typical set-up of the usability laboratory for a test session with a paper prototype

User test of a low-fidelity paper prototype of a website

photo credits copy NN Group

User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction

Testing hardware user interfaces mockup of a kiosk

photo credits copy NN Group

httpwwwbalsamiqcomproductsmockups

Itrsquos really hard to design products by focus groups A lot of times people donrsquot know what they want until you

show it to them

Steve Jobs

Fidelity v Resolution

low resolution low fidelity

high resolution high fidelity

high resolution low fidelity

High FidelityLow Fidelity

Open Discussion

Prompting Required

Quick and Dirty

Early Validation

Sharp Opinions

Self Explanatory

Deliberate and Refined

Concrete Ideas

Less Details

Focus on core interactions

Quick and Dirty

Early Validation

More Details

Focus on the whole

Deliberate and Refined

Concrete Ideas

Low Resolution High Resolution

3 Main Prototyping Pillars and Directions

Paper Prototyping Video Prototyping Hardware Prototyping

Paper Prototyping Screen Interactions

Paper-prototyping

Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design

What is it

Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products

History

Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design

Typical set-up of the usability laboratory for a test session with a paper prototype

User test of a low-fidelity paper prototype of a website

photo credits copy NN Group

User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction

Testing hardware user interfaces mockup of a kiosk

photo credits copy NN Group

httpwwwbalsamiqcomproductsmockups

Fidelity v Resolution

low resolution low fidelity

high resolution high fidelity

high resolution low fidelity

High FidelityLow Fidelity

Open Discussion

Prompting Required

Quick and Dirty

Early Validation

Sharp Opinions

Self Explanatory

Deliberate and Refined

Concrete Ideas

Less Details

Focus on core interactions

Quick and Dirty

Early Validation

More Details

Focus on the whole

Deliberate and Refined

Concrete Ideas

Low Resolution High Resolution

3 Main Prototyping Pillars and Directions

Paper Prototyping Video Prototyping Hardware Prototyping

Paper Prototyping Screen Interactions

Paper-prototyping

Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design

What is it

Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products

History

Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design

Typical set-up of the usability laboratory for a test session with a paper prototype

User test of a low-fidelity paper prototype of a website

photo credits copy NN Group

User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction

Testing hardware user interfaces mockup of a kiosk

photo credits copy NN Group

httpwwwbalsamiqcomproductsmockups

High FidelityLow Fidelity

Open Discussion

Prompting Required

Quick and Dirty

Early Validation

Sharp Opinions

Self Explanatory

Deliberate and Refined

Concrete Ideas

Less Details

Focus on core interactions

Quick and Dirty

Early Validation

More Details

Focus on the whole

Deliberate and Refined

Concrete Ideas

Low Resolution High Resolution

3 Main Prototyping Pillars and Directions

Paper Prototyping Video Prototyping Hardware Prototyping

Paper Prototyping Screen Interactions

Paper-prototyping

Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design

What is it

Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products

History

Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design

Typical set-up of the usability laboratory for a test session with a paper prototype

User test of a low-fidelity paper prototype of a website

photo credits copy NN Group

User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction

Testing hardware user interfaces mockup of a kiosk

photo credits copy NN Group

httpwwwbalsamiqcomproductsmockups

Less Details

Focus on core interactions

Quick and Dirty

Early Validation

More Details

Focus on the whole

Deliberate and Refined

Concrete Ideas

Low Resolution High Resolution

3 Main Prototyping Pillars and Directions

Paper Prototyping Video Prototyping Hardware Prototyping

Paper Prototyping Screen Interactions

Paper-prototyping

Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design

What is it

Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products

History

Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design

Typical set-up of the usability laboratory for a test session with a paper prototype

User test of a low-fidelity paper prototype of a website

photo credits copy NN Group

User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction

Testing hardware user interfaces mockup of a kiosk

photo credits copy NN Group

httpwwwbalsamiqcomproductsmockups

3 Main Prototyping Pillars and Directions

Paper Prototyping Video Prototyping Hardware Prototyping

Paper Prototyping Screen Interactions

Paper-prototyping

Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design

What is it

Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products

History

Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design

Typical set-up of the usability laboratory for a test session with a paper prototype

User test of a low-fidelity paper prototype of a website

photo credits copy NN Group

User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction

Testing hardware user interfaces mockup of a kiosk

photo credits copy NN Group

httpwwwbalsamiqcomproductsmockups

Paper Prototyping Screen Interactions

Paper-prototyping

Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design

What is it

Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products

History

Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design

Typical set-up of the usability laboratory for a test session with a paper prototype

User test of a low-fidelity paper prototype of a website

photo credits copy NN Group

User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction

Testing hardware user interfaces mockup of a kiosk

photo credits copy NN Group

httpwwwbalsamiqcomproductsmockups

Paper prototyping is a widely used method in the user-centered design process a process that helps developers to create productsscreen based applications that meets the users expectations and needs It is throwaway prototyping and involves creating rough even hand sketched drawings of an interface to use as prototypes or models of a design

What is it

Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products

History

Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design

Typical set-up of the usability laboratory for a test session with a paper prototype

User test of a low-fidelity paper prototype of a website

photo credits copy NN Group

User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction

Testing hardware user interfaces mockup of a kiosk

photo credits copy NN Group

httpwwwbalsamiqcomproductsmockups

Paper prototyping started in the mid 1980s and then became popular in the mid 1990s when companies such as IBM Honeywell Microsoft and others started using the technique in developing their products

History

Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design

Typical set-up of the usability laboratory for a test session with a paper prototype

User test of a low-fidelity paper prototype of a website

photo credits copy NN Group

User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction

Testing hardware user interfaces mockup of a kiosk

photo credits copy NN Group

httpwwwbalsamiqcomproductsmockups

Paper prototype of a typical form-filling screen Paper prototype of a tabs-based design

Typical set-up of the usability laboratory for a test session with a paper prototype

User test of a low-fidelity paper prototype of a website

photo credits copy NN Group

User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction

Testing hardware user interfaces mockup of a kiosk

photo credits copy NN Group

httpwwwbalsamiqcomproductsmockups

User test of a high-fidelity paper prototype of a homepageUser test of a paper prototype of a device-based interaction

Testing hardware user interfaces mockup of a kiosk

photo credits copy NN Group

httpwwwbalsamiqcomproductsmockups

httpwwwbalsamiqcomproductsmockups

Choosing The Right Camera

Video-prototypingImage Source CIID

wwwciiddk 11042008Intro

ldquoActing outrdquo a Service

wwwciiddk 11042008Intro

ldquoActing outrdquo a Service

wwwciiddk 11042008Intro

Quick Kiosk Mock-up

high resolution low fidelity (rotterdam hospital)

videocopy CIID Simona Maschi

low resolution high fidelity (crossing on demand)

The Smoke amp Mirror Approach

imagecopy CIID

copy Alexander Wiethoff 2014

Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically

copy Alexander Wiethoff 2014

Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL

httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]

videocopy CIID Simona Maschi

low resolution high fidelity (crossing on demand)

The Smoke amp Mirror Approach

imagecopy CIID

copy Alexander Wiethoff 2014

Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically

copy Alexander Wiethoff 2014

Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL

httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]

low resolution high fidelity (crossing on demand)

The Smoke amp Mirror Approach

imagecopy CIID

copy Alexander Wiethoff 2014

Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically

copy Alexander Wiethoff 2014

Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL

httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]

The Smoke amp Mirror Approach

imagecopy CIID

copy Alexander Wiethoff 2014

Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically

copy Alexander Wiethoff 2014

Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL

httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]

copy Alexander Wiethoff 2014

Prototyping services -is different from prototyping products since services donlsquot come alive until someone is using them -involves creating scenarios based on the service moments and acting them out physically

copy Alexander Wiethoff 2014

Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL

httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]

copy Alexander Wiethoff 2014

Fran Samalionis -is the service design lead at IDEO -MA in ergonomics from UCL

httpwwwdesigninginteractionscominterviewsFranSamalionis source [3]

copy Alexander Wiethoff 2014

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

copy Alexander Wiethoff 2014

IDEO | observation

traditionalmarket

research

empathicresearch

subjects truth inspiration

()

source [4]

copy Alexander Wiethoff 2014

source [3]

copy Alexander Wiethoff 2014

source [3]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

copy Alexander Wiethoff 2014

short term view

Pathfinder Dreamer

Onlooker Organizer

long term view

low engagement high engagement

source [3]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

copy Alexander Wiethoff 2014

source [3]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

Blueprints

copy Alexander Wiethoff 2014

In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions

Definition

source [2]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

copy Alexander Wiethoff 2014

IDEO | observation

traditionalmarket

research

empathicresearch

subjects truth inspiration

()

source [4]

copy Alexander Wiethoff 2014

source [3]

copy Alexander Wiethoff 2014

source [3]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

copy Alexander Wiethoff 2014

short term view

Pathfinder Dreamer

Onlooker Organizer

long term view

low engagement high engagement

source [3]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

copy Alexander Wiethoff 2014

source [3]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

Blueprints

copy Alexander Wiethoff 2014

In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions

Definition

source [2]

copy Alexander Wiethoff 2014

IDEO | observation

traditionalmarket

research

empathicresearch

subjects truth inspiration

()

source [4]

copy Alexander Wiethoff 2014

source [3]

copy Alexander Wiethoff 2014

source [3]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

copy Alexander Wiethoff 2014

short term view

Pathfinder Dreamer

Onlooker Organizer

long term view

low engagement high engagement

source [3]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

copy Alexander Wiethoff 2014

source [3]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

Blueprints

copy Alexander Wiethoff 2014

In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions

Definition

source [2]

copy Alexander Wiethoff 2014

source [3]

copy Alexander Wiethoff 2014

source [3]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

copy Alexander Wiethoff 2014

short term view

Pathfinder Dreamer

Onlooker Organizer

long term view

low engagement high engagement

source [3]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

copy Alexander Wiethoff 2014

source [3]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

Blueprints

copy Alexander Wiethoff 2014

In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions

Definition

source [2]

copy Alexander Wiethoff 2014

source [3]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

copy Alexander Wiethoff 2014

short term view

Pathfinder Dreamer

Onlooker Organizer

long term view

low engagement high engagement

source [3]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

copy Alexander Wiethoff 2014

source [3]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

Blueprints

copy Alexander Wiethoff 2014

In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions

Definition

source [2]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

copy Alexander Wiethoff 2014

short term view

Pathfinder Dreamer

Onlooker Organizer

long term view

low engagement high engagement

source [3]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

copy Alexander Wiethoff 2014

source [3]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

Blueprints

copy Alexander Wiethoff 2014

In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions

Definition

source [2]

copy Alexander Wiethoff 2014

short term view

Pathfinder Dreamer

Onlooker Organizer

long term view

low engagement high engagement

source [3]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

copy Alexander Wiethoff 2014

source [3]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

Blueprints

copy Alexander Wiethoff 2014

In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions

Definition

source [2]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

copy Alexander Wiethoff 2014

source [3]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

Blueprints

copy Alexander Wiethoff 2014

In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions

Definition

source [2]

copy Alexander Wiethoff 2014

source [3]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

Blueprints

copy Alexander Wiethoff 2014

In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions

Definition

source [2]

copy Alexander Wiethoff 2014

Research Analysis Concepts Prototypes

Validate Concepts

Blueprints

copy Alexander Wiethoff 2014

In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions

Definition

source [2]

copy Alexander Wiethoff 2014

In the British Standard for Service Design (BS 7000 -3 BS 7000 -10 BS EN ISO 9000) blueprinting is described as the mapping out of a service journey identifying the processes that constitute the service isolating possible fail points and establishing the time frame for the journey We interpret this in a much broader sense We look at it as an experience map which covers both the service elements as well as the product interactions

Definition

source [2]

copy Alexander Wiethoff 2014

What is an Experience Blueprint

An experience blueprint is a diagrammatic representation of the user journey that maps processes touch points people and support activities involved in creating the experience It helps in visualizing the correlation between the front stage (user end) and the back stage (provider end) It also helps to interconnect the tangible elements with intangible and deal with them more objectively

source [2]

copy Alexander Wiethoff 2014

History and Use

Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies

source [2]

copy Alexander Wiethoff 2014

TimeEntry Exit

Front Stage

Back Stage

User Journey

Support Processes

User Touch points

Provider Touch points

source [2]

copy Alexander Wiethoff 2014

Touch Points

User Actions

Line of interaction

Line of visibility

Backstage activity

Line of internal interaction

Support process Stake Holders

source [2]

copy Alexander Wiethoff 2014

source [2]

copy Alexander Wiethoff 2014

Sketching a Service Blueprint

source [2]

copy Alexander Wiethoff 2014

Sketching a Stakeholder Map

source [2]

copy Alexander Wiethoff 2014

The Purpose of User Studies

Research Aims Reliability Validity and Generalizability

Research Methods and Experimental Designs

Ethical Considerations

HCI-related and practical information for your own studies

Interpretation of Data and Presentation of Results

source [3]

copy Alexander Wiethoff 2014

The Purpose of User Studies

Research Aims Reliability Validity and Generalizability

Research Methods and Experimental Designs

Ethical Considerations

HCI-related and practical information for your own studies

Interpretation of Data and Presentation of Results

source [3]

copy Alexander Wiethoff 2014

httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng

Refined Service Blueprint

60

References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009

Design Services Create Experiences

wwwservicedesign-linzat

Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat

Praumlsentationen slidesharenetServiceDesignLinz

copy Alexander Wiethoff 2014

History and Use

Blueprinting services was pioneered by G Lynn Shostack former VP of Citibank in the 1980rsquos as a way to plan the cost and revenue associated with operating a service Ever since it has been interpreted in many different ways and used by many leading design and management consultancies

source [2]

copy Alexander Wiethoff 2014

TimeEntry Exit

Front Stage

Back Stage

User Journey

Support Processes

User Touch points

Provider Touch points

source [2]

copy Alexander Wiethoff 2014

Touch Points

User Actions

Line of interaction

Line of visibility

Backstage activity

Line of internal interaction

Support process Stake Holders

source [2]

copy Alexander Wiethoff 2014

source [2]

copy Alexander Wiethoff 2014

Sketching a Service Blueprint

source [2]

copy Alexander Wiethoff 2014

Sketching a Stakeholder Map

source [2]

copy Alexander Wiethoff 2014

The Purpose of User Studies

Research Aims Reliability Validity and Generalizability

Research Methods and Experimental Designs

Ethical Considerations

HCI-related and practical information for your own studies

Interpretation of Data and Presentation of Results

source [3]

copy Alexander Wiethoff 2014

The Purpose of User Studies

Research Aims Reliability Validity and Generalizability

Research Methods and Experimental Designs

Ethical Considerations

HCI-related and practical information for your own studies

Interpretation of Data and Presentation of Results

source [3]

copy Alexander Wiethoff 2014

httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng

Refined Service Blueprint

60

References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009

Design Services Create Experiences

wwwservicedesign-linzat

Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat

Praumlsentationen slidesharenetServiceDesignLinz

copy Alexander Wiethoff 2014

TimeEntry Exit

Front Stage

Back Stage

User Journey

Support Processes

User Touch points

Provider Touch points

source [2]

copy Alexander Wiethoff 2014

Touch Points

User Actions

Line of interaction

Line of visibility

Backstage activity

Line of internal interaction

Support process Stake Holders

source [2]

copy Alexander Wiethoff 2014

source [2]

copy Alexander Wiethoff 2014

Sketching a Service Blueprint

source [2]

copy Alexander Wiethoff 2014

Sketching a Stakeholder Map

source [2]

copy Alexander Wiethoff 2014

The Purpose of User Studies

Research Aims Reliability Validity and Generalizability

Research Methods and Experimental Designs

Ethical Considerations

HCI-related and practical information for your own studies

Interpretation of Data and Presentation of Results

source [3]

copy Alexander Wiethoff 2014

The Purpose of User Studies

Research Aims Reliability Validity and Generalizability

Research Methods and Experimental Designs

Ethical Considerations

HCI-related and practical information for your own studies

Interpretation of Data and Presentation of Results

source [3]

copy Alexander Wiethoff 2014

httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng

Refined Service Blueprint

60

References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009

Design Services Create Experiences

wwwservicedesign-linzat

Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat

Praumlsentationen slidesharenetServiceDesignLinz

copy Alexander Wiethoff 2014

Touch Points

User Actions

Line of interaction

Line of visibility

Backstage activity

Line of internal interaction

Support process Stake Holders

source [2]

copy Alexander Wiethoff 2014

source [2]

copy Alexander Wiethoff 2014

Sketching a Service Blueprint

source [2]

copy Alexander Wiethoff 2014

Sketching a Stakeholder Map

source [2]

copy Alexander Wiethoff 2014

The Purpose of User Studies

Research Aims Reliability Validity and Generalizability

Research Methods and Experimental Designs

Ethical Considerations

HCI-related and practical information for your own studies

Interpretation of Data and Presentation of Results

source [3]

copy Alexander Wiethoff 2014

The Purpose of User Studies

Research Aims Reliability Validity and Generalizability

Research Methods and Experimental Designs

Ethical Considerations

HCI-related and practical information for your own studies

Interpretation of Data and Presentation of Results

source [3]

copy Alexander Wiethoff 2014

httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng

Refined Service Blueprint

60

References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009

Design Services Create Experiences

wwwservicedesign-linzat

Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat

Praumlsentationen slidesharenetServiceDesignLinz

copy Alexander Wiethoff 2014

source [2]

copy Alexander Wiethoff 2014

Sketching a Service Blueprint

source [2]

copy Alexander Wiethoff 2014

Sketching a Stakeholder Map

source [2]

copy Alexander Wiethoff 2014

The Purpose of User Studies

Research Aims Reliability Validity and Generalizability

Research Methods and Experimental Designs

Ethical Considerations

HCI-related and practical information for your own studies

Interpretation of Data and Presentation of Results

source [3]

copy Alexander Wiethoff 2014

The Purpose of User Studies

Research Aims Reliability Validity and Generalizability

Research Methods and Experimental Designs

Ethical Considerations

HCI-related and practical information for your own studies

Interpretation of Data and Presentation of Results

source [3]

copy Alexander Wiethoff 2014

httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng

Refined Service Blueprint

60

References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009

Design Services Create Experiences

wwwservicedesign-linzat

Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat

Praumlsentationen slidesharenetServiceDesignLinz

copy Alexander Wiethoff 2014

Sketching a Service Blueprint

source [2]

copy Alexander Wiethoff 2014

Sketching a Stakeholder Map

source [2]

copy Alexander Wiethoff 2014

The Purpose of User Studies

Research Aims Reliability Validity and Generalizability

Research Methods and Experimental Designs

Ethical Considerations

HCI-related and practical information for your own studies

Interpretation of Data and Presentation of Results

source [3]

copy Alexander Wiethoff 2014

The Purpose of User Studies

Research Aims Reliability Validity and Generalizability

Research Methods and Experimental Designs

Ethical Considerations

HCI-related and practical information for your own studies

Interpretation of Data and Presentation of Results

source [3]

copy Alexander Wiethoff 2014

httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng

Refined Service Blueprint

60

References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009

Design Services Create Experiences

wwwservicedesign-linzat

Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat

Praumlsentationen slidesharenetServiceDesignLinz

copy Alexander Wiethoff 2014

Sketching a Stakeholder Map

source [2]

copy Alexander Wiethoff 2014

The Purpose of User Studies

Research Aims Reliability Validity and Generalizability

Research Methods and Experimental Designs

Ethical Considerations

HCI-related and practical information for your own studies

Interpretation of Data and Presentation of Results

source [3]

copy Alexander Wiethoff 2014

The Purpose of User Studies

Research Aims Reliability Validity and Generalizability

Research Methods and Experimental Designs

Ethical Considerations

HCI-related and practical information for your own studies

Interpretation of Data and Presentation of Results

source [3]

copy Alexander Wiethoff 2014

httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng

Refined Service Blueprint

60

References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009

Design Services Create Experiences

wwwservicedesign-linzat

Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat

Praumlsentationen slidesharenetServiceDesignLinz

copy Alexander Wiethoff 2014

The Purpose of User Studies

Research Aims Reliability Validity and Generalizability

Research Methods and Experimental Designs

Ethical Considerations

HCI-related and practical information for your own studies

Interpretation of Data and Presentation of Results

source [3]

copy Alexander Wiethoff 2014

The Purpose of User Studies

Research Aims Reliability Validity and Generalizability

Research Methods and Experimental Designs

Ethical Considerations

HCI-related and practical information for your own studies

Interpretation of Data and Presentation of Results

source [3]

copy Alexander Wiethoff 2014

httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng

Refined Service Blueprint

60

References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009

Design Services Create Experiences

wwwservicedesign-linzat

Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat

Praumlsentationen slidesharenetServiceDesignLinz

copy Alexander Wiethoff 2014

The Purpose of User Studies

Research Aims Reliability Validity and Generalizability

Research Methods and Experimental Designs

Ethical Considerations

HCI-related and practical information for your own studies

Interpretation of Data and Presentation of Results

source [3]

copy Alexander Wiethoff 2014

httpadaptivepathcomuploadsarchiveblogwp-contentuploads200903stspanel_service_blueprintpng

Refined Service Blueprint

60

References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009

Design Services Create Experiences

wwwservicedesign-linzat

Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat

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copy Alexander Wiethoff 2014

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Refined Service Blueprint

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References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009

Design Services Create Experiences

wwwservicedesign-linzat

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Praumlsentationen slidesharenetServiceDesignLinz

60

References (Books) [1] Buxton W Sketching User Experiences Morgan Kaufmann 2007 [2] Copenhagen Institute of Interaction Design Service Design Workshop 2008 [3] Moggridge B Designing Interactions MIT Press 2006 [4] Rogers Y Preece J amp Sharp H Interaction Design Wiley amp Sons 2011 [5] Saffer D Designing for Interaction New Riders 2009

Design Services Create Experiences

wwwservicedesign-linzat

Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat

Praumlsentationen slidesharenetServiceDesignLinz

Design Services Create Experiences

wwwservicedesign-linzat

Danke Facebook fbcomServiceDesignLinzTwi1048567er sdjlnzEmail jamservicedesign-linzat

Praumlsentationen slidesharenetServiceDesignLinz