Experience prototyping
Definitions
Service experiences are intangible, may take place over a lifetime and have multiple touch-points, media and modes. Therefore, services are prototyped in a different way then products.
Prototypes of a service experience can be seen as an equivalent to the way a product or architectural model prototypes the object. Service experience prototypes involve multiple service touch-points, set the scene, the place and the time of a service experience, and establish a way for participants to suspend their disbelief, in the way that theatre is able to temporarily transport an audience.
Experience prototypes are an efficient way to do rapid service prototyping, involving customers, experts and clients in developing and refining services.
(live|work)
On behalf of Jane Fulton Suri @ IDEO......
“Experience Prototyping” is about two things:
1. methods that allow designers, clients or users to “experience it themselves” rather than witnessing a demonstration of someone else’s experience. One of the basic tenets of the concept is that experience is, by its nature, subjective and that the best way to understand the experiential qualities of an interaction is to experience it subjectively.
2. an approach to prototyping that encourages us to think of interactions with product, space, service or system as integrated with the dynamic aspects of time and space, as they are actually experienced by people in their context, rather than one or more specific isolated artifacts.
So, for an operational definition we can say an Experience Prototype is any kind of representation, in any medium, that is designed to help us understand, explore or communicate what it feels like to engage with a product, space service or system. Traditional design prototyping tools like storyboards, scenarios, sketches, models, video, or on-screen simulations are able to communicate the elements that make up an experience and do this by inviting people to look-on rather than actually participate. Experience prototyping would involve activities such as role-playing, simulation sessions, (using appropriate props), and analogous situations that are carefully-designed/or selected to highlight particular qualitative aspects of engagement with product, space, service or system.
References
Jane Fulton Suri, Marion Buchenau, Experience Prototyping, Symposium on Designing Interactive Systems, Proceedings of the conference on Designing interactive systems: processes, practices, methods, and techniques, Pages: 424 - 433 , 2000, ISBN 1581132190, ACM
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