Prototypes help teams test if a service process will work before building the full system. Using simple versions of the service lets teams spot problems early and improve the process design.

Testing should check each step of the service:

• Entry points: how users find and start using the service, including online forms, phone calls, or office visits
• Key decisions: where users must choose between options or submit specific documents
• Hand-offs: moments when work moves between departments or requires approvals
• Wait times: identifying steps that might create bottlenecks or delays for users
• Required information: checking if forms ask for necessary information in a logical order
• Service roles: testing if staff know their responsibilities at each step
• Exit points: ensuring users receive clear confirmation when tasks are complete
• Follow-up needs: planning for status updates, appeals, or related services