1. 1 Scenario template

2. 2 PART 1: INTRODUCTION ➔ Your organisation ➔ Starting point of your project ➔ The target group ➔ What do you want to achieve? SERVICE DESIGN TOOLKIT | SCENARIO TEMPLATE

3. 3 SCENARIO 1 Background Describe here the type of need or situation that leads, either directly or indirectly, to the use of your service. Purpose and motivation Describe here the specific purpose to use your service. SERVICE DESIGN TOOLKIT | SCENARIO TEMPLATE Name, age Profession Name, age Profession

4. 4 What the user says What the user thinks SERVICE DESIGN TOOLKIT | SCENARIO TEMPLATE

5. 5 PART 2: OVERVIEW OF ELEMENTS FROM SCENARIO 1 ➔ Existing touchpoints – Touchpoint 1: description – Touchpoint 2: description – … ➔ Touchpoints to be created – Touchpoint : description – … SERVICE DESIGN TOOLKIT | SCENARIO TEMPLATE