Design Scenarios

What:

Similar to the "What If..." questions, Design Scenarios are detailed, hypothetical scenarios used to prepare for future needs and explore a specific service offering.

How:

Design Scenarios can be created using a variety of modes, including text, video, or graphic images. 

Research is aggregated and used to construct a scenario that is fully plausible.

Once this scenario is created, character personas can also be brought in to define the effect of the scenario on a specific set of individuals.

Why:

Using Design Scenarios encourage review, analysis, and an understanding of the core factors of the service experience.  Doing this in a group also adds to the available bank of knowledge and promotes exchange between different levels of stakeholders.