Experience Prototypes

Simulate the service experience by prototyping one or more touchpoints.

applied for


Service Staff





also called

Low-Fi Prototypes, Mock-ups

what is it

Experience prototypes allow designers to show and test the solution through an active participation of the final users, that interact with mock-ups of specific service touchpoints. There could be one (or more) prototype for each touchpoint, to collect input on that specific interaction as well as on the overall flow from one touchpoint to the other.

use it to

Learn how to refine and further develop the service experience while still designing it.

remember to

Organize the simulation in all its details, giving enough context to the user to understand the interaction.


(2000) Marion Buchenau, Jane Fulton Suri, Experience Prototyping, paper presented at the Symposium on Designing Interactive Systems.