I’m trying to put together some idea about using a narrative approach to service design, and in particular I am trying to understand if we can use this approach to describe uers’ experience when approaching a service.
I found this description of the characteristics of a narrative on edutechwiki (according to Jean-Michel Adam’s definition)
- a narrative involves a succession of actions (a description of a landscape is not a narrative);
- a narrative involves at least one character, even if this character is not human (animal, object);
- a narrative concerns a transformation from one initial state to a final state;
- Unity of action: the actions is organized into a bigger unit, which forms a whole.
- Causality: actions are causing other actions. Actions are not just following each other but are a consequences of each others.
- Final evaluation: a narrative intends to exhibit a point of view, either explicitely (in the morale) or implicitely. In that sense, a narrative is a communication device.
Can a use case (or what many call “the user’s journey” be considered as a narrative, on the basis of this definition?
I hope someone will see this post and give me some feedback