Empathy Map
Visualisation of all user actions in a compact overview display.
Visualisation of all user actions in a compact overview display.
Cluster analysis to identify success criteria for the evaluation of service design projects.
Description of user interaction throughout the service lifecycle.
An overview of all the benefits of a service for the user.
Based on groupings of behaviours and needs, different types of users can be defined. To learn more about the typical user and possible solutions, a "real person" is created.
Representation of the service process, divided into perceptible (frontstage) and imperceptible (backstage) activities.