Design walkabout


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 of the service.
  • Where the pain points are in a service.
  • What causes the pain points.
  • What works well within the service, and what practices you might wish to transfer to other areas.


Your experiences may be useful in informing issues you want to explore with service users and the kinds of questions you may wish to ask in workshop environments and surveys.

You can also use your experiences to check against/validate a journey map or service blueprint.

Why use it

When to use it

How to use it



Similar to

Use in conjunction with

Complemented by


Additional information