We start by defining the key interactions or workflows that need testing. When evaluating a digital product, we sketch out screens and buttons that simulate the user journey. If we’re validating a service, we outline the critical steps in the customer experience and map out interactions manually. During the session, users are asked to “interact” with the paper prototype while we observe. For digital interfaces, we act as the system, moving pieces of paper in response to user actions. For services, we role-play different interactions to see where confusion or friction arises. The goal is to simulate the experience as realistically as possible, capturing feedback and behavioural insights. As the test unfolds, we track where users hesitate, make errors, or express confusion. Because adjustments can be made instantly, we iterate in real-time—redrawing elements, repositioning features, or restructuring steps based on what we see. Once patterns emerge, we take those learnings forward into higher-fidelity wireframes, interactive prototypes, or pilot service trials.
We start by defining the key interactions or workflows that need testing. When evaluating a digital product, we sketch out screens and buttons that simulate the user journey. If we’re validating a service, we outline the critical steps in the customer experience and map out interactions manually. During the session, users are asked to “interact” with the paper prototype while we observe. For digital interfaces, we act as the system, moving pieces of paper in response to user actions. For services, we role-play different interactions to see where confusion or friction arises. The goal is to simulate the experience as realistically as possible, capturing feedback and behavioural insights. As the test unfolds, we track where users hesitate, make errors, or express confusion. Because adjustments can be made instantly, we iterate in real-time—redrawing elements, repositioning features, or restructuring steps based on what we see. Once patterns emerge, we take those learnings forward into higher-fidelity wireframes, interactive prototypes, or pilot service trials.
