Role play is a really powerful way to understand how a product or service works. It require both users and designers to play an hypothetical experience.
This methodology can be used to ‘play’ with an existing product and service or to imagine how a new product or service will work. It can help identify service faults or service opportunities and usually lead to user journeys and interaction principles. It is useful to run a similar activity with multiple users as it can help understanding how to make the experience work for different people.