Empathy map

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Overview Empathy maps are tools which help to sum up and display the needs of users and stakeholders. They are visualisations of what we know about particular types of users. They can be used to: Create a shared understanding of user needs. Enable decision making.   Empathy maps can capture the experience of one particular […]

Design walkabout

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Overview This is a fancy name for going out and using the service you are interested in so that you can experience it first-hand. Also known as Design safari The tool This gives you direct experience that can be used to inform your research and service design. You will gain understanding of: The users’ experiences […]

Empathy walk

gears

Overview [KS – No information available] Also known as The tool Why use it When to use it How to use it Strengths Weaknesses Similar to Use in conjunction with Complemented by Example(s) Additional information

Personas

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Overview Personas are fictitious character profiles created to represent different groups of people. Personas are developed to represent users and/or the people who deliver a service. Although amalgamated from characteristics of real people, they are used to provide anonymous but believable characters. In turn, you can use the personas to inform and communicate your service […]

Customer journey mapping

gears

Overview Customer journey mapping enables you to track and describe the experience of the customer against the experience that: You aspire to provide to the customer The customer expects to receive. Also known as Service blueprinting Customer experience mapping The tool Customer journey mapping tracks experiences from the customer’s point of view from the beginning […]