Representations

tool description

The service prototype is a tool for testing the service by observing the interaction of the user with a prototype of the service put in the place, situation and condition where the service will actually exist. The aim is verifying what happens when some external factors interfere during the service delivery, factors that it’s not possible to verify during the preceding tests in the laboratory but that have a great impact on the user perception and experience.

References: 
(2007) Dan Saffer, Designing for Interaction. Creating Smart Applications and Clever Devices, New Riders Book.
CASE STUDIES
CASE STUDIES

LA PERLA, INTERACTIVE TOOL FOR STAFF TRAINING

Domus Academy Research Center

In 1999 La Perla was launching its franchising project and the Domus Academy Research Center was asked to create a multimedia support for the retail-staff training program.
The La Perla staff was involved in the creation of several videos describing the correct behavior and attitude of sales associates. These videos, simulating realistic experiences inside LaPerla shops, were gathered in a CD-rom and used for showing to the staff how they might behave with customers in different situations.
The realistic simulation is certainly one of the best ways for visualizing the human behavior and for sharing even its less describable qualities with the specific recipients.

TRAVEL GLOBAL | READ LOCAL

Eilidh Dickson, Adam Little, Siddharth Muthyala (Copenhagen Institute of Interaction Design)

Travel global | Read local is a library project for hotels and their guests. In order to prototype the experience, the brochures, the order forms and the mini catalogues were produced and distributed to guests when they check in to a hotel, including questionnaires for collecting their feedbacks about the service. The designers observed for a day the guests while receiving the brochure when check in, pointing out their reactions and how receptionists were able to support the service delivery.