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.

(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.