A character product may be introduced by staff, selected by one person and received by another. Acting out that exchange can expose a problem that a product rendering does not show.
IDEO.org describes role play as a tangible way to explore an idea or experience. IDEO.org Design Kit — Role Play.
Give the scene a purpose
For a gift-counter concept, focus on a specific handoff or explanation. Keep the proposed scenario distinct from evidence about how actual customers behave.
Observe the breakdown
Record where participants need clarification or invent missing information to continue. Use that observation to improve the proposal, then seek appropriate feedback from relevant users. A smooth internal performance is not proof that the real service interaction will succeed.
Source reviewed 25 October 2026. Interpretation and original diagrams: PLUSHIP / Qunhe. Examples are illustrative.
Related reading
A Quick Physical Representation Can Expose an Ambiguous Idea
A Guided Tour Can Reveal How a Character Will Live in a Space
Peer Observation Can Reveal Community Context a Visitor Misses