Service Design Learnings on video storytelling from the group.

Service Design When and how to start with interviews Learnings from the debriefing When the topic 
 is rough
 Even when your topic isn’t fixed yet, it’s smart to run interviews to help you refine your topic. Earlier than what you think
 Start earlier with qualitative research as desk research and quantitative research can lead to research procrastination. Design the questions
 The questions you ask are important, come up with many, test them and select the ones that work best. 1 2 3

Service Design What to consider when recruiting for interviews Learnings from the debriefing Talk to outsiders
 People from other fields and practices can bring inspiring insights that complement well the view of the insiders, experts and users. Speak to many Interview a lot of people as it will reveal how different people think, and how differently from you they think. 1 2

Service Design How to run good interviews Learnings from the debriefing Start with easy questions
 Make people comfortable by asking them questions that don’t need reflection: their name, their job, etc. Sit on your hands
 When you don’t know what the following question is, don’t say anything or give back a summary, and people will add information. Test your ideas at the end Keep the first part of the interview to understand people’s context and only test your assumption after it. 1 2 3

Service Design How to start with a project? Learnings from the debriefing Don’t forget to reflect and plan Even if we want to get shit done, it’s smart to make a plan and take time to reflect on your work. Accept your ideas will change Through research, you’ll learn that people think very differently from you. Don’t be too precious about your ideas. Build momentum with shitty ideas Use the shitty ideas you already have already developed as a kickstart. 1 2 3

Service Design How to tell the story of a service with video? Learnings from the debriefing Video takes time.
 Producing a video takes time, so we need to plan enough time for it. 1 2 Practice video it’s gonna pay up later
 It’s uncomfortable and technically hard to make videos, so practicing already now and often will make it easier in two years. 3 The story is what’s important
 The story is more important than the visuals that show it. People just have to understand it. 4 Time pressure helps with perfectionism
 Setting a time to finish the first draft of the story or video forces to accept the « good enough » quality. 5 Time pressure helps with the selection
 Time pressure can help to know what elements of the story are really important and which aren’t. 6 Find alternative ways to show the story
 There are many ways to tell a story, some are more efficient to produce than others. 7 Go for 
 « good enough »
 The goal of a video story is to explain the concept so that is understandable. It shouldn’t be a perfect representation of your service. 8 It teaches you what works and what doesn’t
 Prototyping and building stories shows you what you really understood and reveals the gap between reality and what you had in your mind. 9 Don’t forget to 
 show the prototypes
 A video with great storytelling is lovely, but we shouldn’t forget to give enough space in the videos for people to discover the prototypes that make the service. Otherwise, it’s just a commercial.

Service Design See you soon Daniele Catalanotto Illustrations: from the Milano set by Streamline HQ Licence: this work is licensed under Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International