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Digital service design playbook

The beta stage

In this stage, the team builds and tests a solution based on the hypotheses validated in alpha.

This phase will generally involve releasing a version to the public and gathering feedback to improve the product or service.

Beta is the third stage of the four stages of the service design and delivery process.

Plays in this stage

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

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

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

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 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

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
Last updated:
12 September 2023