May 23, 2014
Desktop Prototyping
A service walkthrough is performed with a physical representation of how a service unfolds over time. It allows designers to explore, evaluate, and communicate service concepts in an embodied and holistic way.
By embodied we mean that actual people take part in the service representation and understand the service by being physically and emotionally present. Holistic means that the service parts, the service moments and touch points – when understood and experienced as a hole sequence – will reveal something about the service that cannot be accessed through the individual service constituents. A service walkthrough should thus be understood as a way of increasing empathy with the potential customer group.