DESIGN TOOLS & METHODS.

Map a user’s journey to uncover pain points and opportunities.

Map the people, processes and systems behind a customer experience.

Represent research patterns in people’s goals, needs and behaviours.

Identify who shapes a service, who is affected and how they connect.

Make assumptions visible and identify what you need to learn first.

Compare the potential impact of ideas to focus on what matters.

Reframe insights as open questions that invite useful possibilities.

Push beyond your first idea with eight quick sketches of possible solutions.

Connect desired outcomes to opportunities and possible solutions.

Explore people’s experiences, needs and motivations through open conversation.

Map how people pursue a goal across services, settings and time.

Organise user activities and tasks into a shared picture of a product.

Observe how people use a prototype and turn friction into evidence.

Explore early interface flows with sketches, movable screens and observed tasks.

Develop proposals with the people affected and trace ideas into action.

Experience a service firsthand and record its interactions, evidence and friction.

Act out a service encounter to explore interactions, roles and handovers.

Give structured feedback on design decisions against shared goals.

Keep outcomes, opportunities and possible solutions connected.

Move a group from a messy problem to a considered next step.

Generate alternatives to a focused question and choose what to explore next.

Connect customers, value, operations and revenue in one business model.

Learn how people group information to shape a clearer structure.

Map the actors, exchanges and dependencies that make a service possible.