Scenarios in a train journey
In an investigation into passenger needs for a new rail service, a group of designers
took a train journey themselves. To facilitate the exploration of unusual situations and to open the designers’ minds to other customer experiences, they devised and assigned specific tasks or scenarios to each other. They gave each other cards that read, for example: "Pretend that you can’t speak English." "Be hungry, find something to eat." "Be friendly and chat to the train staff.