Telling a story

Reading Time: 2 minutes

In my experience, service design is mostly about telling – and selling – stories.

Telling the stories of people we’ve met through user research. Understanding what makes life difficult for them, and adjusting our approach to accommodate what they need.

Telling these stories helps us make sure our UX designers and developers and content designers can update our services in ways that accommodate those needs. And mostly, that works out fine.

But sometimes, we have to sell a story.

Selling a story

When we sell stories, we’re talking about the future. Where we want to be in 6-12-18 months. A possible future.

That’s where storyboards are useful.


A storyboard looks like this.

A 3x2 storyboard illustrating the steps set out below. The frames mix real photographic backgrounds with illustrated simple figures overlaid on top.
Storyboards illustrate a story and bring it to life for stakeholders.
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