If you are designing a service or process it can be a useful exercise to role play or simulate the way in which users would interact with your service, thinking through where they would be and how they would behave. This can be a fun exercise, but try to make it as realistic as possible, involving potential users and target groups if this is feasible and appropriate. Nesta and IDEO’s Designing for Public Services toolkit provides two similar exercises based on roleplaying (p59) and simulation (p60).