ac ourse prepared
by yves pigneu
by Garr Reyno
se rvice design
scenario & storytelling
ta sk analysis
ervice qualit y & usability
busi ness process ation
bluepr int & visualiz
service pr oductivity
servic e compliance
bu siness model
value cha in & network l innovation
service & b usiness mode
service concept reminder
Provide an easy way to borrow a cost:
document from the library reduce effort for the librarian
consult document scenario 1
Cécile comes at Céline’s desk and
ask her to consult a conﬁdential
Céline notices that Cécile is
employed by CRI and is
accredited, that the document
corresponds to an archive
reference, and that is available.
Céline records the consultation.
On base of the document’s
location supplied by the system,
Provide an easy way to borrow a she pick up the document and give
document from the library it to Cécile .
task model reminder
Provide an easy way to borrow a
document from the library
use case reminder
consult document Check and authorize the
consultation of a document ...
pre: the information ofﬁcer is ...
post: the consultation ...
1. Check if the analyst can borrow ...
1.1 check if the analyst and the ...
1.1.1 check if the analyst ...
1.1.2 check if the document
Provide an easy way to borrow a extension
document from the library 1.1.1a if the analyst does not exist ...
1. direct the analyst to ...
2. stop the task
“ implementation of a system
Concrete but partial
design to explore usability issues
and get early feedback on
Exploring user requirements
osson & Carroll
ac cording to R
A prototype may be built to explore ideas about
new technologies, analyze current tasks, or
share visions of what the future may hold.
Questions, reactions, and ideas for change are
recorded and used to better understand
problems and opportunities.
Users are asked to interact with system
prototypes, and their behaviour and subjective
reactions are studied.
By the term “experience
prototype” we mean to emphasize
the experiential aspect of whatever
representations are needed to
successfully (re)live or convey an
experience with a product, space or
Bi ll Moggri
acco rding to
Balancing the cost and effort of producing the
prototype, and the ﬁdelity and generality of the
ome forms o
we will do it
Ro sson & Carr
a ccording to
paper and pencil mockup of user interface
rough sketches of the main interfaces and
textual description of interface functions and
relationships between screens
ac cording to R
osson & Carro
Analysis or empirical study of the usability of a
prototype or a system for providing feedback and
supporting an iterative development process
Helps designer recognize that there is a problem,
understand the problem and its underlying
causes, and plan changes to correct the problem
how to check
service at a v of an online
ery early sta