Skip links and keyboard navigation

Digital service design playbook

The alpha stage

Alpha is an experimental stage. It's an opportunity to create prototypes and test hypotheses to work out the right thing to build.

At the start of the alpha stage, you should already have a good understanding of your users needs and a clear idea of their user journeys.

Alpha is the second stage of the four stages of the service design and delivery process.

Plays in this stage

Impact mapping

Link project outcomes to customer goals to plan an effective project that creates value for customers.

120 mins run time
2-12 (incl. 1 facilitator)
Alpha

Customer journey mapping

Gain insights into the user experience and identify pain points by charting user interactions and touchpoints.

Variable run time
2+ (incl. 1 facilitator)
DiscoveryAlphaBeta

Design critique

Run a design feedback session to get constructive feedback and determine clear actions to take.

60 mins run time
2-12 (incl. 1 facilitator)
AlphaBeta

User interviews

Empathise with users perspective throughout their experiences to gain insights about products or services.

Up to 1.5 hours per session run time
2-3 (incl. 1 facilitator)
DiscoveryAlphaBetaLive

Grouping

Categorise information or ideas into groups to identify themes and find patterns.

50 mins run time
1-12 (incl. a facilitator)
DiscoveryAlphaBetaLive

Prototyping (low fidelity)

Create low-fidelity prototypes of product/service experiences and user interfaces to gather early user feedback.

90 mins per session run time
2-8 (incl. 1 facilitator)
AlphaBetaLive

Usability testing

Guide participants through tasks in your service or product to gain insight into their experience.

Up to 1.5 hours per session run time
2-3 (incl. 1 facilitator)
AlphaBetaLive

Measuring success

Take regular measurements to track your progress and asses your project’s effectiveness.

Variable run time
1+ (incl. 1 facilitator)
AlphaBetaLive

Service ecosystem map

Visualise relationships between stakeholders and systems to understand who is involved in your service.

1.25 hours run time
5-10 (inc. 1 facilitator)
DiscoveryAlpha

Desktop research

Review existing research, data, and resources to find relevant information and identify gaps.

Variable run time
1-3 (+ Subject Matter Experts and Stakeholders)
DiscoveryAlpha

Service blueprint

Map out the process of service delivery to understand the customer experience, cross-functional relationships and alignment of processes.

Variable run time
1+ (incl. 1 facilitator)
DiscoveryAlphaBeta

Defining success

Identify metrics and success indicators to measure project effectiveness and track progress.

Variable run time
1+
DiscoveryAlpha

How might we

Reframe problems as solution-friendly opportunities by turning them into strategic questions

70 mins session, 30 minutes debrief run time
1-10 (incl. 1 facilitator)
Alpha

Silent brainstorm

Generate and refine a large number of ideas quickly by brainstorming as a group without talking.

1hr run time
3-20 (incl. 1 facilitator)
AlphaBetaLive

Retrospective

Improve future outcomes by reflecting on team process and making an action plan.

40-60 mins run time
2-8 (incl. 1 facilitator)
PlanningDiscoveryAlphaBetaLive

Ideation

Deliver innovative and time-saving solutions with increased user value by including ideation activities in your projects.

Variable run time
2+ (incl. 1 facilitator)
AlphaBetaLive

Dot voting

A simple voting activity to identify a group's priorities and preferences.

20 – 45 mins run time
2-12 (incl. 1 facilitator)
DiscoveryAlphaBetaLive

User research planning

Plan your user research in a step-by-step approach, with a clear path towards user recruitment and research methods.

2 hours to 8 hours run time
1-4
DiscoveryAlpha

Powers of ten

Generate a wide range of ideas by encouraging participants to playfully explore extreme scenarios and contrasting conditions.

60 min run time
2-20 (incl. 1 facilitator)
AlphaBetaLive
Last updated:
12 September 2023