For this workshop, we propose to use a Service Design methodology in four stages.
Field research – The field phase, based on proven qualitative research methodologies (ethnomethodology, ethology or phenomenology) allows the descriptive and analytical study of field, service and problem.
Script – Based on the collected data, this analysis and design phase uses tools, such as customer journey, service blueprint and scenario. It allows the best representation of the usefulness of the service and its functionalities and make the service tangible.
Staging of the service – Once the service is scripted, it can be prototyped and staged using tools such as theatricalization or prototype to make the invisible visible. First user comments can be collected to improve the service.
Production – To enable customers to judge the quality of the service, a at-scale test is organized. This phase measures its quality through the feedback of users and potential auditors, and assesses its price and willingness to pay.