The name of this technique obviously comes from the film The Wizard of OZ and is referring to the man behind the curtain. It has a long history in computer industry and is used to test hard to implement features. In service design, some of the details of solutions can be improved and adopted in faking that they exist. Role play can be used to pretend to the client that human side of the service is already in place which is one of the advantages in services. It can help to complete the service experience as if the service would already be completely implemented.
To try and test how service ideas and components work in the context of Real life. Given that service never exist in isolation the prototyping and testing requires the reassembly of reality to frame the environment and expectation to ensure the service experience is overall similar to the one it would be if the service would exist. People should use it naturally and under reality conditions.
A blueprint shows in a schematic diagram how different service components link to each other. It is divided in client facing and backstage processes. It shows On a blueprint all possible client journeys that are possible within a service can be overseen. Along the different pathways it can be specified, how long processes take, what they need and what their outputs are.
It is document that specifies details, features and behaviors. A guideline helps to implement a service. It is an important communication between the design team and the execution personnel. It is essential to ensure consistency. Guidelines consider the recipient and are written and designed to address the situation they are in.
The specification can be growing document that evolves based on new insights but is always in line shared and agreed with the team and based on the service strategy. It represents a detailed goal description and contains criteria for success. It helps the project team to have a shared focus point and to make sure that the project stays on track.
It is a detailed concept that considers and explains the market the service is going to operate in, the way service will be promoted, what processes and systems are necessary and how they work together, what kind of people are required, which systems are in place to monitor and evaluate, how the economic model works and how it is going to develop over time.