假设服务中的某些问题有更好的解决方法存在，通过角色扮演进行走查。

绿野仙踪名字来源于同名电影，意思是在窗帘后面的那个人，在计算机行业历史悠久，经常用于测试那些难以实施的特性，前提是假设这些细节特性实际上是能够实现或者已经得到实施，从而在测试过程中得到更完整的服务体验以改进该服务设计。

The name of this technique obviously comes from the film The Wizard of OZ and is referring to the man behind the curtain. It has a long history in computer industry and is used to test hard to implement features. In service design, some of the details of solutions can be improved and adopted in faking that they exist. Role play can be used to pretend to the client that human side of the service is already in place which is one of the advantages in services. It can help to complete the service experience as if the service would already be completely implemented.

尝试并测试服务的概念和组件在现实情境下是如何运行的。鉴于服务从不存在于孤立的原型和测试中，要求真实环境框架和期望的重组，与确保服务于已经存在的服务经验总体类似。用户将在真实情境下更自然地使用服务。

 To try and test how service ideas and components work in the context of Real life. Given that service never exist in isolation the prototyping and testing requires the reassembly of reality to frame the environment and expectation to ensure the service experience is overall similar to the one it would be if the service would exist. People should use it naturally and under reality conditions.

服务蓝图是详细描画服务系统的图片或地图，服务过程中涉及到的不同人员可以理解并客观使用它，而无论他的角色或个人观点如何。

蓝图包括顾客行为，前台员工行为，后台员工行为和支持过程。在蓝图上，可以看到所有可能的客户服务路线，不同的线路需要多少步骤，需要些什么和它们的产出是什么。

A blueprint shows in a schematic diagram how different service components link to each other. It is divided in client facing and backstage processes. It shows On a blueprint all possible client journeys that are possible within a service can be overseen. Along the different pathways it can be specified, how long processes take, what they need and what their outputs are.

描述特定细节，特征和行为。指南有助于服务的实行。用于设计师和执行人员之间的沟通。指南需要根据它的使用场景和阅读对象进行相应的书写和设计。

It is document that specifies details, features and behaviors. A guideline helps to implement a service. It is an important communication between the design team and the execution personnel. It is essential to ensure consistency. Guidelines consider the recipient and are written and designed to address the situation they are in.

说明文档可以基于新的观点不断新增内容，但必须保持同步和得到团队的同意，且不能偏离服务策略。说明文档描述了详细的目标和服务的准则，帮助团队形成共同焦点并确保项目运行在正确的轨道上。

 The specification can be growing document that evolves based on new insights but is always in line shared and agreed with the team and based on the service strategy. It represents a detailed goal description and contains criteria for success. It helps the project team to have a shared focus point and to make sure that the project stays on track.

商业计划详细的解释了市场下服务是如何的，什么流程和系统是必须的，它们是如何协调工作的，涵盖什么人员，什么系统用来监控和评估，经济模型是如何运行的，以及服务是怎么发展的。

It is a detailed concept that considers and explains the market the service is going to operate in, the way service will be promoted, what processes and systems are necessary and how they work together, what kind of people are required, which systems are in place to monitor and evaluate, how the economic model works and how it is going to develop over time.