This provides insight into how a person interacts with the service, identifying and putting in order of priority the characteristics considered most important by users. It is useful during the design stage to remind the team which aspects are significant for the reference person: requirements, added value, desired features and needs to fulfil.

Scenarios and storyboards provide a reality check for the project. They enable us to “see” the service designed within a credible environment and therefore, potentially, to stimulate the visual imagination and see the interactions that are necessary in the imagined context.