 Hello, I'm Adam Lawrence and welcome to the Service Design Show. I don't think you really need much training in this stuff, honestly, because when we're kids we do it all the time. We play it through. We just get up and try it. My colleague Marcus, when he introduces the tool Desktop Walkthrough, and he's showing people how they draw out the locations on a piece of paper and they take their Lego pieces or Playmobil, whatever it is, or a piece of paper, and they walk through a process on a table to do a kind of very primitive but robust process simulation, he says, you know, if you were kids I wouldn't need to explain this. And I think theatre is often the same way, just strut it out, you know, I'm not asking anybody to act, I'm not asking anybody to be somebody else, I'm asking them to just be yourself, you know, what would you do if this customer came in, you know, I can be a customer, I'm a customer every day, you work here every day, let's just try it.