User testing

During the design process a lot of assumptions are being made. The goal of user testing is to find out what your customers think. User testing is a critical phase of the service design process: getting the prototype into the hands of the people you’re designing for. Without input from the end-user it’s impossible to know if a service innovation is on target or not. Feedback from users is used as fuel to evolve your design.

After the tests you leave with a customer journey that is actually validated. That’s most valuable for our organisation.

— Nikki de Greef Marketing & Communication advisor, Liander
Want to get valuable feedback at an early stage?

Need-based personas


Design sprint

Employee experience

Brand strategy

Interaction design

Value proposition

Customer journey mapping

Morphological psychology

Service Design toolkit