DESIGN TOOLS
& METHODS.

Map a user’s journey to uncover pain points and opportunities.

Map the people, processes and systems behind a customer experience.

Represent research patterns in people’s goals, needs and behaviours.

Identify who shapes a service, who is affected and how they connect.

Make assumptions visible and identify what you need to learn first.

Compare the potential impact of ideas to focus on what matters.

Reframe insights as open questions that invite useful possibilities.

Push beyond your first idea with eight quick sketches of possible solutions.