CX tool: approach to co-designing experience principles
I designed a workshop technique in 2015 when a colleague and I were trying to unify a huge group of diverse university stakeholders around a digital experience vision. While it’s totally legit to simply use any of the well established design and experience principles already in existence, an experience strategy is a tool that stakeholders have to actively use in their core decision making and they need to feel it reflects their voice.
This technique - which I refer to as ‘experience KPIs’ - gives stakeholders an opportunity to be involved in co-designing a set of principles they can get behind.
1. Discuss benchmarks
Brief them prior to the session then ask all workshop participants to talk about relevant experiences they consider to be best-in-class and why. Capture how they describe each.
2. Convert to principles
Affinity map those descriptions to develop a list of
5 - 10 principles that adequately represent what attendees considered to be the experience benchmarks they want to aim for.
3. Make them usable
Demonstrate how all the principles would be used to make real decisions about every touchpoint. Refine with the working group to reach consensus and a shared understanding of how the principles will inform their decision-making in future.
