Design thinking resource
Representations of services, interactions and experiences that allow people to explore how a service may function before implementation.
Unlike products, services are often experienced through interactions, processes and relationships. This can make them difficult to evaluate before implementation.
Service prototypes create tangible representations of these experiences. Teams can map interactions, simulate service encounters and explore customer experiences before introducing a solution.
Making services visible enables richer conversations and more informed decision-making.
Services involve a wide range of participants, including customers, staff, managers and supporting systems.
Prototyping helps teams understand how these different perspectives interact and influence outcomes. Gaps, frustrations and opportunities often become apparent when people walk through the service together.
This broader understanding supports more effective design decisions.
Service failures can be costly and difficult to correct after launch. Service prototypes allow teams to identify issues early and explore alternative approaches.
Testing interactions and workflows helps reveal opportunities for improvement before significant resources are committed.
The result is a more seamless and effective experience for everyone involved.
Put the method to work
Identify the interaction or process being explored.
Highlight the moments where people interact with the service.
Walk through the service from multiple stakeholder perspectives.
Identify opportunities for improvement and refinement.
Why it matters
Understand the service journey more clearly.
Bring multiple stakeholders into the design process.
Identify challenges before implementation.
Strengthen experiences through testing and iteration.
Continue exploring
Learn how journey prototypes reveal the complete user experience.