open · Strategy · 60–120 min · 3-15 people · medium energy

Experience Principles

Experience Principles are guiding values, derived from user research, that define the desired user experience across an organization's services and initiatives. They ensure teams are aligned on a shared vision for how users should feel and what they should expect.

When to use Experience Principles

Use this method when you need to align multiple teams or departments around a common understanding of the desired user experience, especially when working on complex or interconnected services.

What it solves

Lack of a unified vision for user experience across different teams, inconsistent service delivery, difficulty prioritizing user needs in decision-making.

How to run Experience Principles, step by step

  1. Gather User Research (Ongoing). Continuously collect insights about user needs, expectations, and pain points through various research methods.
  2. Synthesize Insights (30 mins). Review the research data and identify recurring themes and patterns related to the desired user experience.
  3. Draft Principles (30 mins). Brainstorm potential Experience Principles based on the synthesized insights. Aim for concise and memorable statements.
  4. Refine and Prioritize (30 mins). Discuss and refine the drafted principles, ensuring they are actionable, inspiring, and aligned with the organization's values. Prioritize the most impactful principles.
  5. Visualize and Communicate (Ongoing). Create visuals to represent each principle and communicate them widely throughout the organization.

Materials needed

  • User research data
  • Whiteboard or virtual whiteboard
  • Markers or digital pens
  • Sticky notes (optional)

Facilitator tips

  • Ensure the principles are grounded in user research, not just aspirational statements.
  • Involve a diverse group of stakeholders in the process to ensure buy-in and representation.

Common pitfalls

  • Creating principles that are too vague or generic to be actionable.
  • Failing to communicate the principles effectively throughout the organization.

Variations

  • Conduct a workshop with users to co-create the Experience Principles.
  • Use existing brand values as a starting point for defining the principles.

Running it online or hybrid

Use a collaborative whiteboard tool like Miro or Mural to allow remote teams to contribute and visualize the principles.

What it produces

A set of 3-5 clearly articulated Experience Principles, each with a concise statement and supporting visuals.

Origin

Adapted from Service Design Tools — source

Build a session around Experience Principles

METODIC places Experience Principles inside a complete, timed session plan — agenda, worksheets, facilitator guide and slides — matched to your group and goal.

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