All plays

The plays are tagged with the relevant stages of the service design and development process. Read more about the four-stage design framework.

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Keywords

Digital service standards 1 – Understand user needs2 – Have a sustainable multi-disciplinary team3 – Use agile and customer-centred processes4 – Understand the tools and systems required5 – Make digital services secure6 – Build consistent and responsive design7 – Use open standards and/or common platforms8 – Make source code open by default9 – Make digital services accessible10 – Test the digital service11 – Measure the performance and improve12 – Don't forget the non-digital experience13 – Encourage a shift to the digital channel

Stages PlanningDiscoveryAlphaBetaLive

Reset

Design critique

Run a design feedback session to get constructive feedback and determine clear actions to take.

60 mins run time

2-12 (incl. 1 facilitator)

AlphaBeta

User interviews

Empathise with users perspective throughout their experiences to gain insights about products or services.

Up to 1.5 hours per session run time

2-3 (incl. 1 facilitator)

DiscoveryAlphaBetaLive

Impact mapping

Link project outcomes to customer goals to plan an effective project that creates value for customers.

120 mins run time

2-12 (incl. 1 facilitator)

Alpha

Measuring success

Take regular measurements to track your progress and asses your project’s effectiveness.

Variable run time

1+ (incl. 1 facilitator)

AlphaBetaLive

Stakeholder mapping

Identify the people and groups that have an interest in a product or service and visualise how they are related.

60 mins run time

3-8 (incl. 1 facilitator)

PlanningDiscovery

Usability testing

Guide participants through tasks in your service or product to gain insight into their experience.

Up to 1.5 hours per session run time

2-3 (incl. 1 facilitator)

AlphaBetaLive

Retrospective

Improve future outcomes by reflecting on team process and making an action plan.

40-60 mins run time

2-8 (incl. 1 facilitator)

PlanningDiscoveryAlphaBetaLive

How might we

Reframe problems as solution-friendly opportunities by turning them into strategic questions

70 mins session, 30 minutes debrief run time

1-10 (incl. 1 facilitator)

Alpha

Silent brainstorm

Generate and refine a large number of ideas quickly by brainstorming as a group without talking.

1hr run time

3-20 (incl. 1 facilitator)

AlphaBetaLive

Defining success

Identify metrics and success indicators to measure project effectiveness and track progress.

Variable run time

1+

DiscoveryAlpha

Service blueprint

Map out the process of service delivery to understand the customer experience, cross-functional relationships and alignment of processes.

Variable run time

1+ (incl. 1 facilitator)

DiscoveryAlphaBeta

Ideation

Deliver innovative and time-saving solutions with increased user value by including ideation activities in your projects.

Variable run time

2+ (incl. 1 facilitator)

AlphaBetaLive

Create a multi-disciplinary team

Build a diverse team for enhanced problem solving and creative collaboration.

Variable run time

1-3

Planning

Customer journey mapping

Gain insights into the user experience and identify pain points by charting user interactions and touchpoints.

Variable run time

2+ (incl. 1 facilitator)

DiscoveryAlphaBeta

Powers of ten

Generate a wide range of ideas by encouraging participants to playfully explore extreme scenarios and contrasting conditions.

60 min run time

2-20 (incl. 1 facilitator)

AlphaBetaLive

Problem definition

Identify and define the problem that a product or service aims to solve.

95 mins – 135 mins run time

5-10 people (incl. 1 facilitator)

Discovery

Grouping

Categorise information or ideas into groups to identify themes and find patterns.

50 mins run time

1-12 (incl. a facilitator)

DiscoveryAlphaBetaLive

Prototyping (low fidelity)

Create low-fidelity prototypes of product/service experiences and user interfaces to gather early user feedback.

90 mins per session run time

2-8 (incl. 1 facilitator)

AlphaBetaLive

Desktop research

Review existing research, data, and resources to find relevant information and identify gaps.

Variable run time

1-3 (+ Subject Matter Experts and Stakeholders)

DiscoveryAlpha

Service ecosystem map

Visualise relationships between stakeholders and systems to understand who is involved in your service.

1.25 hours run time

5-10 (inc. 1 facilitator)

DiscoveryAlpha

Team charter

Align team goals, ways of working and expectations to set your team up for success.

1.5-8 hours run time

2+ (incl. 1 facilitator)

Planning

User research planning

Plan your user research in a step-by-step approach, with a clear path towards user recruitment and research methods.

2 hours to 8 hours run time

1-4

DiscoveryAlpha

Dot voting

A simple voting activity to identify a group's priorities and preferences.

20 – 45 mins run time

2-12 (incl. 1 facilitator)

DiscoveryAlphaBetaLive