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What are some best practices for creating low-fidelity service prototypes?

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Service prototyping is a key activity in service design, as it allows you to test and improve your service concepts with real users and stakeholders. However, prototyping a service can be challenging, as it involves multiple touchpoints, actors, and interactions. How can you create low-fidelity service prototypes that are effective, efficient, and engaging? Here are some best practices to follow.

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Jaana Tarma

Lead Strategist - Service Design, and Business Strategy

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Eva Olsson

CX and Senior Service Designer with 20+ years in telecom, IT, and government, blending UX, Product Design, and Business…
Ricardo M.

CX Strategist/CX Designer | Systems Modeler | Backstage Process Optimization

1 Use a common language

Low-fidelity service prototypes are usually made of sketches, diagrams, mockups, storyboards, or role-playing scenarios. To make them clear and understandable, you need to use a common language that everyone involved in the prototyping process can relate to. This means using simple and consistent terms, symbols, and formats, and avoiding jargon, acronyms, or technical details. You can also create a legend or a glossary to explain the meaning of any specific elements in your prototype.

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2 Focus on the user journey

A service prototype should not be a collection of isolated features or functions, but a coherent representation of the user journey through the service. This means focusing on the key steps, actions, emotions, and outcomes that the user experiences, and how they relate to the service touchpoints, channels, and providers. You can use tools like journey maps, blueprints, or scenarios to illustrate the user journey and identify the pain points, opportunities, and value propositions of your service.

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Eva Olsson

CX and Senior Service Designer with 20+ years in telecom, IT, and government, blending UX, Product Design, and Business Analysis to deliver impactful, user-centered solutions.
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Depending on your objectives, I found storyboards to be effective prototypes for communicating concepts, as they visualize the flow of ideas and interactions. They also help transition from your current state. After generating and prioritizing ideas, storyboards make these ideas more tangible without the extensive effort of creating a journey map. They help share complex thoughts for feedback and alignment. For example, our team recently used storyboards to validate concepts for a data and AI service. This enabled us to quickly discuss with users, providing context and validating ideas, and effectively communicate narratives to a wider audience and stakeholders

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Rashi Gupta

Sr Product Designer @JSW One | Ex- Jio, IIT Bombay, KAIST | Serial ?? Killer
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One thing I have often struggled with is balancing the frontstage and backstage activities while prototyping! Yes, the blueprint defines all of these, but for prototyping, the primary focus should be on the users. The front stage and backstage activities are more like supporting cast, so they can be left at a lower fidelity, but the user-facing part needs to be more well-defined.

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3 Involve users and stakeholders

One of the main benefits of low-fidelity service prototyping is that it allows you to involve users and stakeholders in the co-creation and evaluation of your service. By inviting them to participate in the prototyping sessions, you can gain valuable feedback, insights, and suggestions, as well as build trust and engagement. You can also use different methods to involve them, such as interviews, surveys, observations, workshops, or usability tests.

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Jaana Tarma

Lead Strategist - Service Design, and Business Strategy
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I found it useful to leave the prototype rough and unfinished. When it's too polished people often feel that they can't change it any more. The service prototype should have 'holes' that users can fill, and make it their own.

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4 Iterate and refine

Low-fidelity service prototyping is not a one-time activity, but an iterative and collaborative process. This means that you should not be afraid to experiment, fail, learn, and improve your service prototype based on the feedback and findings you collect. You should also document and communicate your prototyping process and results, and use them to inform your next steps and decisions. You can use tools like feedback forms, prototypes logs, or dashboards to track and share your progress.

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5 Balance fidelity and feasibility

Low-fidelity service prototypes are meant to be quick, cheap, and easy to make and change. However, this does not mean that they should be too vague, incomplete, or unrealistic. You should balance the fidelity and feasibility of your service prototype, depending on your goals, resources, and constraints. You should also consider the trade-offs between the level of detail, functionality, interactivity, and realism of your prototype, and how they affect the quality and validity of your testing and learning.

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6 Have fun and be creative

Low-fidelity service prototyping is also an opportunity to have fun and be creative with your service design. You can use different materials, formats, tools, and techniques to express your ideas and test your assumptions. You can also challenge yourself and your team to come up with innovative and unexpected solutions, and to explore different perspectives and scenarios. You can use games, exercises, or prompts to stimulate your creativity and imagination.

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Jaana Tarma

Lead Strategist - Service Design, and Business Strategy
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Try creating workshop scenarios that are different from the problem at hand, to allow the participants to think outside their everyday routines.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Ricardo M.

CX Strategist/CX Designer | Systems Modeler | Backstage Process Optimization
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Best practices for their creation include: Simplicity: Focus on core functions, using basic shapes and minimal detail. Speed: Prioritize rapid iterations to test multiple concepts. Flexibility: Use easily adjustable materials, such as paper or digital wireframe tools. Feedback: Involve stakeholders early and often, gathering insights to refine the prototype. Documentation: Capture user interactions, feedback, and changes to inform subsequent iterations.

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What are some best practices for creating low-fidelity service prototypes?

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1 Use a common language

2 Focus on the user journey

3 Involve users and stakeholders

4 Iterate and refine

5 Balance fidelity and feasibility

6 Have fun and be creative

7 Here’s what else to consider

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