Representations

tool description

One or more evaluators observe a service by going through the stages of the client journey. The input to the walkthrough is represented by the character profiles: in this way the evaluators could act as specific users and experience the service considering a specific level of knowledge and also specific needs.

References: 
(2006) Mattias Arvola, Henrik Artman, Interaction Walkthroughs and Improvised Role Play, paper presented at DeSForM 2006, Eindhoven
(1990) Lewis, C., Polson, P., Wharton, C. and Rieman, J, Testing a Walkthrough Methodology for Theory-Based Design of Walk-Up-and-Use Interfaces, CHI 90, ACM, Seattle.
(1992) Polson, P. G., Lewis, C., Rieman, J. and Wharton, C., Cognitive walkthroughs: a method for theory-based evaluation of user interfaces, International Journal of Man-Machine Studies, 36.
(1995) Barnard, J. M. and Barnard, P.), The case for supportive evaluation during design, Interacting with Computers, 7.