Service Safari

“Design like you’re right; listen like you’re wrong.”
John Lilly
Tool Step

Role of this tool

Service Safari is an exercise that we can carry out when running a Prototyping Bootcamp. By going out, visiting a service and using it you will be able to understand how that service works and how it can be improved. This tool can either be used to get into the mindset of a service designer or to research a particular service innovation that we are focusing on.

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How do we use it?

We need to prepare before the workshop by scouting suitable local services. Choose three or four different services unless we are targeting one particular type of service. For example there may be a local bike hire scheme or a specialty retail outlet to try. Or a bank, bus service or party planning agency to investigate.

Then we prepare envelopes with the different Service Safari missions and hand them out to workshop delegates along with the Service Safari tool for making notes and structuring their observations.

Small teams of 2-4 people then go off and experience their service, noting their experiences and taking photos or recordings as appropriate. An hour is usually sufficient for the fieldwork.

When our explorers return they can then compare notes with other teams and draw conclusions that help the innovation process.

Sources: David Townson / Hope Valley College


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Worked Example

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