Service Design Tools

Experience Principles

Experience Principles are guidelines defining the user experience's intended character. They act as a north star, guiding design decisions throughout development. These principles ensure a consistent and high-quality user experience across all touchpoints.

Duration
1.5 hours
Group Size
5-8
Category
Service Design Tools
Difficulty
Easy
Participants will define experience principles, align teams on a unified vision, and create criteria to guide design decisions. They will learn to evaluate designs and communicate the experience intent effectively.
Participants will produce defined experience principles, establish guiding criteria, and align on a consistent experience approach.
Ensure principles are specific to your organization and users; avoid generic statements. Actively test principles with real design decisions and provide concrete examples. Keep the number of principles manageable (3-7) for better recall and application. It's okay if you need to revisit and tweak the principles after the initial workshop. User needs evolve, so should your principles. Use these actively!

  1. Review existing user research and insights to understand user needs and pain points.

  2. Identify key themes and patterns related to the desired user experience.

  3. Draft principle statements that are specific, actionable, memorable, and measurable.

  4. Frame principles as positive statements that inspire and guide.

  5. Provide a brief explanation for each principle to clarify its meaning and intent.

  6. Test the principles against realistic design scenarios to ensure their applicability.

  7. Refine the principles based on feedback from the team and stakeholders.

  8. Develop concrete examples illustrating how each principle translates into practice.

  9. Communicate the principles clearly and consistently across the organization.

  10. Use the principles to evaluate design decisions and ensure alignment with the desired experience.

  11. Regularly review and update the principles as user needs and understanding evolve.

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For Facilitators

  • Review participant profiles and expectations
  • Prepare all materials and supplies
  • Test technology and room setup

For Participants

  • Complete pre-session survey
  • Review background materials
  • Prepare examples or case studies

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  • User research synthesis

  • Brand guidelines and values

  • Competitive analysis

  • Principle writing templates

  • Examples of experience principles from other organizations

  • Workshop materials for collaboration (e.g., whiteboards, sticky notes)

  • Design scenario examples

  • Communication and documentation tools

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Experience Principles - Service Design Tools
Service Design Tools guide to defining experience principles.

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