Storytelling in Service Design

Why are stories important for humans (and for service designers!)?

1.They can represent experienced life and promote understanding

2.They are engaging and spark imagination

3.They help envision future contexts

4.All of the above

When can storytelling be used in service design?

1.During the research phase

2.During the early stages of a project but also for communication, concept creation and prototyping

3.When testing the final result

4.In communication and concept creation

What are the characteristics of a good story? (you can choose more than one answer)

1.Absolute precision. Every aspect is clarified to avoid incomprehension

2.Coherence. Assuring that the relationship among different parts are plausible

3.Uniqueness. The story is engaging and compelling

4.Good Coverage. All necessary facts are covered

5."One size fits all". The story must speak to all audiences

6.Appropriate language. Adaptation to the needs of the user

What parts do listeners usually remember best?

1.Beginning

2.Ending

3.Ending and climax

4.Beginning and climax

What is the best way to tell a story?

1.Interacting with the listener

2.Improvising to surprise the listener

3.Crafting and rehearsing a monologue

4.Letting the listener tell the whole of it

How should the storyteller interpret response?

1.By listening to what the people say after the story

2.Assuming what the listener thinks

3.Looking at body language

4.Listening to what people say and minding how they say it

What are good practices to exploit storytelling's true potential? (you can choose more than one answer)

1.Passively listening to feedback

2.Paying attention to signals from users

3.Asking about the user's emotional experience

4.Giving time to the user to elaborate the message

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