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

Experience Principles Definition

Experience Principles are guiding values, derived from user research, that define the desired user experience across all touchpoints of a service or product. They ensure a consistent and user-centered approach across different teams and initiatives within an organization.

When to use Experience Principles Definition

Use this method when you need to align multiple teams around a shared vision for the user experience, especially when working on complex or multi-faceted services.

What it solves

Lack of alignment between teams, inconsistent user experience across different touchpoints, decisions not being user-centered.

How to run Experience Principles Definition, step by step

  1. Conduct user research to understand user needs, expectations, and pain points. (2-4 weeks)
  2. Gather key stakeholders from different teams to participate in a workshop. (30 minutes)
  3. Brainstorm potential Experience Principles based on the user research insights. (30 minutes)
  4. Refine and prioritize the principles, ensuring they are inspiring, actionable, and memorable. (30 minutes)
  5. Create strong statements and visuals to communicate the principles effectively. (Ongoing)

Materials needed

  • User research data
  • Whiteboard or Miro board
  • Sticky notes
  • Markers
  • Timer

Facilitator tips

  • Ensure diverse representation from different teams during the workshop.
  • Use real user stories and examples to illustrate the importance of each principle.

Common pitfalls

  • Creating principles that are too vague or generic.
  • Failing to involve key stakeholders in the process.
  • Not grounding the principles in user research.

Variations

  • Involve users directly in the creation of the principles.
  • Use different brainstorming techniques to generate a wider range of ideas.

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 defined and visually appealing Experience Principles.

Origin

Adapted from Service Design Tools — source

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