You will need

card stock, pen or markers, photos, pictures, flipchart, pin board or wall


1–2 hours


1–4 colleagues


1 – it depends on your creative skills

Use when...

  • you need a quick visualization of user scenarios
  • you want to comprehensibly show the engagement with the service to your teammates

Do not use when...

  • you do not know possible scripts of engagement with the service
  • having a lot of channels and places of contact (it would be better to use more schematic Customer Journey Mapping)


  1. Think about what does the user need to go through when engaging with a service. 
  2. You can start with the most important event and, together with your colleagues, think about what precedes the event or, conversely, what follows. 
  3. In advance, specify how much you want to go into detail. Draw pictures (sketches, drawings, or photos) or collages of the individual events. You can also add some text to them. 
  4. Focus on what a user does and their reasons to do that. It means what is his or her environment, how much time does it take, and how does he or she feel during the process. 
  5. Try to use different colors in order to evoke different mood with the cards. 
  6. Once you have prepared all the details of the story, tell it to your users or your colleagues.
  7. Collect suggestions and proposals for improvement.

Keep in mind that...

  • it is good to make a draft of the timeline in the beginning
  • post-its can serve well as individual panels of your storyboard - you do not have to redraw the whole storyboard when you make a mistake
  • you should ask a few people to test your storyboard and provide you with feedback, before you present it to the public

Find out more

  • read some book about drawing comics − such as Making Comics by Scott McCloud
  • Craig Wortmann’s book What’s Your Story will tell you how to use storytelling in sales and for motivating the users
  • Storytelling for User Experience is a book that will tell you how to use stories in UX

In the design phase, you can use the following methods…

Download the book Service Design in Libraries

It includes detailed descriptions of case studies from both the Czech Republic and Norway.

Download the book  

Get the design methods card set

You will always have a ready help, which will tell you how to proceed, and which tools to prepare.

Get the card set