Sketching can be used in service design to quickly generate and communicate ideas, concepts, and prototypes. It involves creating rough, hand-drawn representations of design elements, interactions, and user experiences.

Imagine a team working on designing a new restaurant experience that offers great food and provides memorable interactions for the customers. The team starts by sketching the customer journey from the moment a person enters the restaurant to when they leave. They depict each step of the journey, such as entering the establishment, being seated, ordering food, and paying the bill. They use simple drawings to capture the key touchpoints throughout the service. Next, they focus on specific touchpoints within the customer journey, such as the menu, table layout, and interactions with the staff. They sketch different variations, exploring possibilities and experimenting with different design elements. For example, they sketch alternative table arrangements and different menu formats.

During collaborative sessions, the team shares and discusses their sketches, gathering feedback and insights from each other. They iterate on their ideas, making adjustments and refining the sketches. Through this process, they evaluate different design options before moving into more detailed design or development phases.