Service walkthrough

Service walkthroughs are a service design tool. Observe a service by going through the stages of the user journey.

How to use service walkthroughs…

  • facilitator creates and acts out a scenario
  • participant pretends to be a user
  • walkthrough each touchpoint
  • put equal emphasis on digital and human interactions

Use service walkthroughs to find out…

  • key touch points of the service
  • gaps in the end-to-end journey
  • how users become aware of a service