A desktop walkthrough is a prototyping method used in service design to simulate a service experience using toy figurines on a small stage. It helps understand the customer journey and test different scenarios. You can quickly refine the service concept by moving the figurines around and acting out the service interactions.^[1]

Let's say a team is designing a new online shopping service. They create a small stage using LEGO bricks and place toy figurines to represent the customer, delivery person, and customer support. They act out the steps of the service, from browsing the website to receiving the package. As they go through the process, they can identify any issues or improvements that need to be made. They can try different approaches and see how they work on the small stage. This can help them understand the customer experience and improve the service before investing time and resources.