Our Process/Services

DD+D’s process offers theater-based workshops customized for each stage of the design process and tuned to the specific needs of customer experience professionals, service, and product  design teams and their clients.

Our Service Design and Customer Touchpoint Workshops are drawn from out four areas of focus Self, Others, Discover, Develop 

Our goal is to help key stakeholders create, and implement memorable customer experiences.

Our Service Design and Customer Touchpoint Workshops often include:

  • Embodied Dramatic Personas
  • Cultural Branding
  • Impression Management
  • Service Scripting
  • Stanislavski Skills for Employees
  • Service Simulation
  • Design Thinking Coaching
  • Services Theatre Framework 

PerformanceDiagram UnifiedServicePerspective

DD+D’s Service Design - Customer Touchpoint Workshops Help Answer These Questions:

  • How do we create truly meaningful connections with our customers?
  • How do we increases positive customer experiences at individual touchpoints?
  • How do we design machines and processes for the future?
  • How can we prototype new service interactions and product behaviors that support strong customer connections and employee satisfaction-as well as drive sales?
  • How can we ensure that we pass along our “brand” to all our employees?

An old tool for a new world

The way we go about the business of designing is changing.

There is a move to focus on the human aspects of design.

This change, along with increasing complexity in available technologies and experiences, make it imperative that designers have an empathetic perspective.

Theatrical techniques and methods can help support building that empathetic perspective when infused into the design processes.

The Intersection between Theatre and Design

Theatre provides:

  • An engaging and insightful means of communication
  • A successful and proven method of building shared understanding
  • The fastest way to develop an ensemble mentality that motivates and supports each member

Theatrical traditions are built upon sound principles and exercises that promote:

  • Empathy
  • Spontaneity
  • Trust
  • Collaboration
  • Skilled improvisation

Inclusion of theatrical techniques has shown to be useful when:

A theatrical performance is used to set the scene for a focus group of users or stakeholders

A theatrical performance is being used to encapsulate and present the results of usability testing to designers

A well briefed actor replaces a user in early concept testing

A theatrical performance is being used to facilitate dialog between real users and designers

DD+D’s Client Partners:

1) Have a commitment to the development of their designers/students as individuals and professionals.

2) Organizations that value a user centered approach to their work as it relates to the design of products and services.

3) Understand and value empathy as key to the design process and the development of successful products and services.

Who should participate?

Our experiential workshops are for product development, service design, customer experience, design research, cross-functional, cross-disciple, corporate, and non-profit design teams.

Our workshops:

Are half day and full day sessions. Depending on the number of participants and goals of the workshop session.Lunch and Learns and – shorter version presentations (not workshops) are also available.Our workshops are customized to the specific needs of the client.

How we work with you -

  • We start with an Assessment to scope the design challenge.
  • We then move into our Design phase partnering with you to customize the session.
  • And finally Delivery of our session.

DD+D Workshop Needs – A large open conference room with projector and WiFi. Some workshops require additional breakout rooms for participants. Benefits:
DD+D’s services improve project jobs by -

  • Speeding up initial burst phase
  • Focusing on problems
  • Helping generate collaborative working atmosphere amongst design teams.
  • Increasing spontaneity, freeing up associations, increasing team acceptance of new ideas, and ultimately helping to create engaging concepts for people.

In order to design successfully we must form multi-disciplinary teams. Theatre is an excellent tool for creating a collaborative mind set for solving design problem.
Theatre-based exercises help us increase our focus on a design problem and create design requirements through the mixture of physicalizing ideas, trying out roles, and exploring a user’s context.

As theatre helps us to empathize, through its unique approach to character development and empathy, it also helps us to maintain a sense of self-identity, without focusing on the ego.

The methods of theatre can be done by all, you don’t need acting talent. DD+D’s theatre-based approach focuses on tools, working effectively with others, and being truthful to a situation.

ServLab of Germany has a great video on the use of theatre in design.  Please take a look at ServLab

What DD+D’s workshop participants have said:

“The workshop illuminated a critical part of the design process-the idea of empathy, inclusion, and connection. These concepts are crucial and complex and are often unarticulated. Today’s session successfully got us thinking about connection and social dynamics in the way we work in our studio and in communities.”  Studio Leader, Design for America

“I tend to be skeptical about ‘exercises’ like this, but I think it’s a great way to get a team reconnected with personas they’ve been using over time. Also a great way to onboard new team members to existing personas. And for promoting adoption to other teams within an organization.”  Designer, UXMasterclass Conference

“I was a participant in Bodystorming a few weeks ago, and I found it to be the ‘best’ medium for developing a ‘design’ concept within a very short period of time. It is an invaluable tool for educators as well as multi-level teams of ‘any’ discipline, to offer lessons in team building and collaboration. Without having any preconceived ideas of what we wanted to achieve, my team developed a conceptual design for an eye-care kiosk within ‘16 minutes’ – while standing.”  Designer, Sears UX

“Forcing us to step into the simulation of our project showed some of inefficiencies in our designs.”  Designer, Design for America

“It gave the team time to consider situations that may come up. Usually these situations are considered after the fact= design rework. The session forces us to not just walk through the steps as product developers but instead think of products as people with their own expectations and emotions.“  Product designer, global quick service restaurant