Exercises

A service image visually represents the entire service experience. It communicates the core essence and character to both stakeholders and users. This...

Teams face many problems with limited resources. The Problem Prioritization Matrix helps evaluate problems using clear criteria. This helps focus on t...

Stop guessing what content works. Use data. Content performance analysis measures content against goals like engagement and completion. Intuition is o...

Use this structured debrief to help teams make sense of shared experiences. It guides teams from observations to implications, leading to clear action...

Get useful feedback, not just opinions. Structured critique focuses discussion on design goals and user needs. It avoids personal preferences. Unstruc...

Wind Tunneling stress-tests strategic options against various future scenarios. Like testing an aircraft in a wind tunnel, this exercise identifies vu...

Choose the strongest concepts to move forward using varied evaluation methods. Balance intuition with structured analysis to select ideas with the hig...

Design tokens are the core of your design system. They are colors, spacing, typography, and other values that ensure consistency. This exercise helps ...

A research plan keeps user research systematic and effective. It outlines objectives, methods, timeline, and deliverables. This ensures the research m...

A customer touchpoint map visualizes all interactions between a customer and your organization. It helps you understand how customers connect with you...

Cognitive walkthroughs pinpoint learnability issues in designs. You walk through tasks step-by-step. At each step, ask: "Would a new user know what to...

Dot voting is a fast, democratic way to prioritize. Participants get a limited number of votes to allocate. This forces tough choices and quickly reve...

The Perfect Future helps teams think beyond incremental changes. It sparks ideas for truly transformative customer experiences. Instead of small tweak...

User scenarios narrate service interactions in specific contexts. They explain the envisioned experience through relevant user stories.

A Minimum Viable Product (MVP) tests your product idea with the least effort. It helps avoid building something nobody wants. Focus on core value and ...

Journey mapping visualizes a person's experience to achieve a goal. It provides a holistic view of interactions with an organization, service, product...

Every project has assumptions. This exercise makes them visible. Write down what you think you know. Be honest about what's validated versus what you ...

Bad questions yield bad answers. This exercise re-trains your team to ask open, curious, and productive questions. Transform real-world questions to b...