Interaction scripting

Interaction scripting simulates how people will experience new services or policies. It details each step in a potential interaction, from first contact to final outcome. Teams create scripts to test conversations, processes, and decision points.

Portsmouth's youth program team used scripting to test different ways staff could engage with students. They wrote out conversation guides and tested them with youth organizations to find approaches that worked best for different age groups.

Scripting helps teams:

• Plan key moments in service delivery
• Practice handling different situations
• Test language and communication styles
• Identify potential problems
• Train staff effectively

Creating interaction scripts reveals hidden complexities. The Birmingham business licensing team scripted out their licensing process and found places where applicants might get confused or stuck. This helped them simplify the process before making it digital.