Service Experience Observation Sheet
Ever had a service experience that was quite memorable for you? What was it about that experience that made it memorable?
This sheet helps participants reflect on a recent service experience at a shop, location, or service point and identify the qualities that made this experience memorable. Observations are focused on the following:
Wayfinding
Ambiance
Layout, Flow, and Traffic
Signage and Labels
Guests and Visitors
Transactions and Service Delivery
Accessibility Options
Quality and Satisfaction
This tool is perfect for teams that are looking to build their service principles and philosophies by taking learnings from both good and bad service experiences.
An example is also provided on the board to serve as a guide on how to fill out the sheet. You can also see a content library that contains example answers to the components in the sheet.
After participants have filled out their sheets, a group discussion is encouraged to synthesize key learnings and align on the principles that make up great service experiences.
This template was created by Aryanna Martin.
Get started with this template right now.
Co-design Storyboard
Works best for:
Storyboard, Planning, Design
Foster collaboration and innovation with the Co-design Storyboard template. Ideal for co-design workshops and team brainstorming sessions, this template allows multiple contributors to visualize and refine ideas together. It includes sections for user scenarios, design sketches, and feedback loops, promoting active participation and diverse input. Use this template to enhance team creativity, streamline design processes, and ensure that all voices are heard and integrated
Online Sketching Template
Works best for:
UX Design, Desk Research, Design Thinking
Before you go full steam ahead with a promising idea, look at it from a high level — to know how it functions and how well it meets your goals. That’s what sketches do. This template gives you a powerful remote collaboration tool for the initial stages of prototyping, whether you’re sketching out web pages and mobile apps, designing logos, or planning events. Then you can easily share your sketch with your team, and save each stage of your sketch before changing it and building on it.
Buyer Persona Template
Works best for:
Marketing, Desk Research, User Experience
You have an ideal customer: The group (or few groups) of people who will buy and love your product or service. But to reach that ideal customer, your entire team or company has to align on who that is. Buyer personas give you a simple but creative way to get that done. These semi-fictional representations of your current and potential customers can help you shape your product offering, weed out the “bad apples,” and tailor your marketing strategies for serious success.
Card Sorting Template
Works best for:
Desk Research, UX Design, Brainstorming
Card sorting is a brainstorming technique typically used by design teams but applicable to any brainstorm or team. The method is designed to facilitate more efficient and creative brainstorms. In a card sorting exercise, you and your team create groups out of content, objects, or ideas. You begin by labeling a deck of cards with information related to the topic of the brainstorm. Working as a group or individuals, you then sort the cards in a way that makes sense to you, then label each group with a short description. Card sorting allows you to form unexpected but meaningful connections between ideas.
Example Mapping Template
Works best for:
Product Management, Mapping, Diagrams
To update your product in valuable ways—to recognize problem areas, add features, and make needed improvements—you have to walk in your users’ shoes. Example mapping (or user story mapping) can give you that perspective by helping cross-functional teams identify how users behave in different situations. These user stories are ideal for helping organizations form a development plan for Sprint planning or define the minimum amount of features needed to be valuable to customers.
How Might We Template
It's crucial to ask the right questions to find the best solutions. Skilled critical thinkers can uncover the underlying complexities of a problem instead of just accepting it at face value. One way to encourage this type of thinking is by using statement starters, such as the How Might We Template. These tools can help you explore more open-ended problems and have more productive discussions, ultimately leading to the most effective solutions.