Prototype a New Service Experience

What this session can decide

Create a prototype and learning. Do not undertake live operation, charging, personal-information processing, or safety approval.

Outside its scope

• Do not provide it as a live service.
• Do not use real personal information.
• Do not treat a single prototype as proof of effectiveness.

Primary caution: Do not provide it as a live service.

Before starting

Question and scope

Draw one service scene, act it out, and improve it through observation. Before starting, state the subject and time period in one sentence.

What this session decides

Create a prototype and learning. Do not undertake live operation, charging, personal-information processing, or safety approval.

Output recipient

The Recorder stores the final learning and conditions for the next prototype, retaining facts, meanings, and changes for next time separately.

Participation and information boundaries

Offer speaking, writing, or passing as participation choices. Keep personal information, confidential information, and attribute-based evaluation off the record surface.

Operating roles

Assign Lead facilitator, Recorder, and Timekeeper before starting, and confirm who announces switching and stopping.

Next review

Set a review date, viewers, and the person responsible for the next decision on the learning and conditions for the next prototype.

Who takes responsibility

Lead facilitator

Keep Prototype a New Service Experience within its purpose and exclusions, and announce the start and end of each stage.

From before the start through the end

Recorder

Record the service-experience storyboard, prototype and observation notes, and learning and conditions for the next prototype at each stage, then hand them to the recipient at the end.

From preparing record surfaces before the start through storage after the end

Timekeeper

Notify the Lead facilitator 3 minutes before each stage ends and when switching to breaks or buffer time.

At the start of every stage and 3 minutes before its end

Session flow

Minutes are measured from the session start. Method time, transition time, breaks and buffer are shown separately; they are not additional overlapping activities.

1. 0–63 minutes

   Draw use scenes in chronological order

   Method: Design Storyboards · 0–60 minutes. Transition: 60–63 minutes (3 minutes).

   Draw the service user's experience from having a purpose through receiving a result on a service-experience board made for this programme. Label it as a homemade adaptation of the referenced method, not a meeting-facilitation design, with six scene frames as the standard layout. In each frame, write User actions, Provider actions, Information needed, and Failure conditions. Lay out each person's scene cards and stack cards for the same scene without losing their content. If eight or fewer cards remain, group adjacent scenes into no more than six frames. If more than eight remain, follow the fallback and condense them into three scenes.

   Responsible: Lead facilitator; Recorder; Timekeeper

   Output: Service-experience storyboard

   Handoff: Choose one highly uncertain scene from the standard six-frame storyboard or the condensed three-scene version. Pass its user actions, provider actions, information needed, and failure conditions to the role-players.

   This stage may be shortened only in accordance with the stated conditions.

2. 63–126 minutes

   Act out and test a scene

   Method: Improv Prototyping · 63–123 minutes. Transition: 123–126 minutes (3 minutes).

   User and provider role-players briefly act out a scene. Observers record what happens; change only one element after each run and act it out again.

   Responsible: Lead facilitator; Recorder; Timekeeper

   Output: Prototype and observation notes

   Handoff: Pass the observed facts from each trial to reflection.

   This stage is not marked as shortenable.

3. 136–164 minutes

   Decide revisions from observation

   Method: What, So What, Now What · 136–161 minutes. Transition: 161–164 minutes (3 minutes).

   First arrange the facts of what happened in the role-play. Check multiple possible meanings, then choose one element to change next time and one additional check.

   Responsible: Lead facilitator; Recorder; Timekeeper

   Output: Learning and conditions for the next prototype

   Handoff: Pass learning and conditions for the next prototype to the planning owner.

   This stage is not marked as shortenable.

What is retained and who receives it

Materials and setup

Material names, quantities, groups and handling instructions retain the fixed draft's original helper-derived guidance. Where a format is marked “Source material specification”, the entire bound English source material entry takes precedence over the old helper-derived format guidance. This format-only correction does not resolve other instruction or safety concerns. English names are not substituted into a Japanese-keyed lookup.

Setup for each method

When to switch or stop

Fallbacks

There are more than 8 scene cards.

Condense them into three scenes: Start, Branch, and Result. Use the first three frames of the six-frame board and mark the rest Unused. Stack the original cards with the corresponding scenes, retaining the information needed and failure conditions.

Method guide: Design Storyboards

Stop conditions

The prototype starts to involve actual operation, contracts, or charging.

Stop the prototype and refer it for formal approval and safety checks.

A participant brings confidential information about a real user into the role-play.

Replace it with a fictional example and delete it from the record.

Sources, rights and limits

This site has composed this programme's purpose, connections between methods, facilitation, roles, outputs, and switching conditions. See each method's individual page for its sources and licence.

Original source records and their required notices are retained below. Their presence does not mean a new legal or cultural-safety clearance. Original citation titles are kept in their source language.

Japanese resources and historical source records

Original Japanese plan and its print view · Japanese operation pack or starter materials

An English print edition is not provided here. The linked plans, print views and operation materials are Japanese resources.

Historical recorded publication holds

The following original hold statements are retained verbatim with their fixed source versions. They are not a statement of current acceptance, nor does this historical label resolve a source-specific restriction.

• English translation and rendered-page independent acceptance pending
• Method dependency source/text SHA binding and current source-specific rights verification pending
• Publication not cleared