Tool details
Service Safari
An exploration of a service from a customer experience perspective.
Tool category:
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When to use
When you need to learn more about existing service (s) first hand.
Why you should
Exploring the service as customers ourselves helps uncover some of the workarounds that customers may employ.
What you get
Capturing the real-world experience of a specific service or product.
Steps to take
Start by understanding the project. What are you going to focus on? What is the scope.
Do research on interesting/related services for this one.
Visit some of them, to experience how they are. Notice what's working, what's not working. How does it makes us feel? Is it easy to get the job done?
Take pictures and notes to document.
Evaluate and summarise. Is there something we can use/transfer to our service? What should we do different in our service?
Further reading
The method captures the real-worlds experience of a specific service, type of service, or a wider range of services; booking experience, shopping experience, going to the doctor, take a plane etc.