To identify the implications and possibilities of service ideas and concepts internal and external experts are asked to advise on the feasibility. It might be a principle, a component or a detail that needs to be recognized to make it work. Service ideas and concepts may have financial, resource, legislative or other implications that need to be taken into consideration.
Cognitive walkthrough involves one or a group of evaluators inspecting a service by going through the stages of the client journey. The service can be presented in the form of a mock-up, a prototype, but it can also be a fully developed service. The evaluators may include human factors engineers or other specialists.
Already existing services and systems they are tested and evaluated. This can be either done by a service expert or by clients, encouraged to observe the experience they have in using the service. This method can be used for existing
user based evaluation of a working system, where the primary objective is to identify usability problems. An understanding is gained of why clients have difficulty with the service. Approximate measures can be obtained for the clients' satisfaction.
After a client testing session has been conducted and videotaped, retrospective testing lets the client look at the just finished test session on a videotape to make additional comments while watching. This gives the opportunity to stop the tape and ask questions about a certain action or comment.
通过任务分析了解用户使用产品时的目标和操作方式，习惯。一个详细的任务分析可以帮助理解现有的服务系统和里面的信息流，使得设计更合理和新系统的任务分配更准确，更有针对性。Task analysis analyzes what a client is required to do in terms of actions or cognitive processes to achieve a task. A detailed task analysis can be conducted to understand the current service system and the information flows within it. Task analysis makes it possible to design and allocate tasks appropriately within the new system and the service interface can then be accurately specified.
Different groups of stakeholders, including users, designers, developers and managers, from the perspective of different professional to test the system availability.This method can test the basic task of the service system, and then step by step to drill, to identify more potential problems.
贴纸投票法是指把不同的想法和概念做成卡片贴在墙上，讨论组成员每人手中三有到五个贴纸投给他们支持的想法，最后拥有最多贴纸的卡片就被推选为最好的。为确保每个人不受其他人的影响，投票前要求他们仔细阅读卡片上的内容，然后大家同时一起贴纸。Different ideas, concepts or criteria that have been developed are written on cards and pinned on a wall. Every member of the team gets three to five stickers to vote for the best ones. To ensure that nobody is influenced by the opinion of others, everybody is asked to look at the cards before carefully. Then all put the stickers
This method is based upon the client thinking aloud while performing a specific task, and the evaluator recording this is some way. By having two users cooperating instead of one, a more natural way of thinking aloud is present.
The results from a constructive interaction session are a lot of qualitative data.