Sketching in Service Design

Sketching in Service Design Service Design Thinks & Drinks Ben Crothers, Digital Eskimo @bencrothersSketching in Service Design | Service Design Thinks & Drinks, April 2012

We’re not talking about this...

...or this...

What we are talking aboutSketching to help others communicate to usSketching to help us communicate to othersHints and tips for Service Design sketchingSketching in Service Design | Service Design Thinks & Drinks, April 2012

Helping others communicate to us

Storyboards as a group activity

Storyboards as a group activityDone individually or in small groupsGood for:Capturing existing experiences or problemsCapturing desired experiences or solutionsMy point of view or target user point of viewCan be more economical than enactment, or a steptoward loosening up for enactmentSketching in Service Design | Service Design Thinks & Drinks, April 2012

Storyboards as a group activityHow:Use a template of 6 framesHelp them along the way with stick-on emoticonsProvide a prompt sheet to remind participants aboutactions, expectations, decisions, responses, emotionsHave each participant present their storyboardSketching in Service Design | Service Design Thinks & Drinks, April 2012

Personas

Personas (or nudies)Good for:Small groupsScrutiny and discussion for authentic target audiencesWatch out for:Aspirational personasSketching in Service Design | Service Design Thinks & Drinks, April 2012

Personas (or nudies)How:Start with a nudie templateHelp them along the way with stick-on emoticons,icons, media and website preferencesProvide a prompt sheet to remind participants aboutbehaviours, drivers, preferences, scenarioHave each participant present their nudieSketching in Service Design | Service Design Thinks & Drinks, April 2012

Customer journey maps

Customer journey mapsGood for:Combining a target users experience with othersystems, processes and actors impacting theexperience that they may/may not seeSmall groups to co-createNot good for:Individual workDetailSketching in Service Design | Service Design Thinks & Drinks, April 2012

Customer journey mapsHow:Ideally, start with a persona the group createdHave a clear objective in mindWind them up and let them goUse post-it notes and other detachable things as partof the sketchSketching in Service Design | Service Design Thinks & Drinks, April 2012

Graphic facilitation

Graphic facilitationCapturing a group discussion as a concise set ofsketched concepts, objects and interactionsGood for:Helping a group to work through and clarify a solution,capture questions and issuesWatch out for:Can be counter-productive if not confidentPotentially distractingSketching in Service Design | Service Design Thinks & Drinks, April 2012

Helping us communicate to others

Object and domain modelling

Object and domain modellingCapturing an existing or proposed landscape of objectsand relationshipsGood for:Helping anyone to grasp an issue or your solutionBuilding up a library of reusable iconsWatch out for:Can get too complicated if youre not carefulSketching in Service Design | Service Design Thinks & Drinks, April 2012

Storyboards

Step 1: get your story straight

Step 2: get in touch with emotions

Step 3: roll camera

Step 4: refine for impact

Step 5: end well

Sketching concepts

Hints and tips for Service Design sketching

Sketch with confidenceSketching is a powerful means of communicationAs a designer, be as confident with sketching as youare with designing, facilitating and speakingLet your sketches be part of the sell, and watch themagic!Sketching in Service Design | Service Design Thinks & Drinks, April 2012

Go easy on yourselfStart simpleSketch for funGet good at the simple stuffCopy others (for practice)Sketching in Service Design | Service Design Thinks & Drinks, April 2012

Slow downYou cant draw quickly and accurately straight awayStart drawing slowly and focus on accuracySketching in Service Design | Service Design Thinks & Drinks, April 2012

People and emotionsEveryday objects in servicesArrows and balloonsDrawing in 3D...Sketching techniques

Visual fidelity: less is more

Sketching in Service Design | Service Design Thinks & Drinks, April 2012

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Sketching in Service Design

by Ben Crothers

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