Prepare
None
Discover
- Love and hate letters
- Observations
- Open user interviews
- Pop-up research
Define
- Desktop research
- Force field analysis
- Love and hate letters
- Observations
- Open user interviews
- Pop-up research
Develop
- Observations
- Open user interviews
- Pop-up research
Deliver
- Observations
- Open user interviews
- Pop-up research
Follow-up
None
Tools
- Define
Desktop research helps to set the scene for the service design that you are going to do. It can be used as part of the
- Define
Helps you to decide whether or not to make a particular decision or change by identifying factors (forces) for and against, and the relative importance
- Define, Discover
Writing a mock letter to a service provider gives people an opportunity to draw upon the emotions they experience when interacting with that service for
- Define, Deliver, Develop, Discover
Information is gathered about people's behaviour through watching how they navigate through a process / service journey, highlighting any areas where they experience difficulties.
- Define, Deliver, Develop, Discover
An interview with a user which is done in an open and transparent manner, where the user can see what you are writing down.
- Deliver, Develop
It is about taking your research to the people you wish to engage with, rather than relying on them coming to you. It is not