Turn user research into actionable problem statements. Use the "User + Need + Insight" framework to focus your team on real user needs and create clea...

Audit accessibility early to avoid costly fixes later. Evaluate against WCAG, user needs, and assistive tech. Finding problems in design is cheaper th...

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

Customers struggle to express feelings. Reaction Cards provides the vocabulary. Using adjective cards (energetic, trustworthy, innovative, overwhelmin...

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...

Use provocative cards depicting future situations to spark new service ideas. The cards help you think about emerging trends and alternative futures. ...

Create comic strip-style stories to visualize user scenarios. Each storyboard shows user context, problem, solution interaction, and outcome in 6-8 pa...

This exercise expands scenario development to consider system-wide changes. Explore how services function within larger social, economic, and environm...

Accessibility is essential for legal, ethical, and business reasons. This exercise guides you to systematically evaluate interfaces against WCAG. You'...

Understanding customer motivations is key to better solutions. Customer Motivation Analysis explores the emotional, social, and functional forces behi...

Simulate a functional system by having a hidden person (the "wizard") control the responses. The user interacts with the interface, believing it's rea...

This exercise creates a visual map of your organization's products, services, and value propositions. It reveals the relationships and dependencies be...

This exercise helps teams define a single, key success metric that reflects customer value. We'll brainstorm metrics, map them to customer value, and ...

Ecosystem mapping visualizes the context of a service or product. It reveals actors, relationships, and influences impacting the user experience beyon...

Imagine your team needs to prepare for a future that hasn't happened yet. Future Scenario Mapping helps strategic teams stress-test plans against poss...

Map future scenarios by creating a timeline of events. Prune unlikely or undesirable futures to focus on a preferred path. This helps teams align on s...

A user interview guide helps you conduct consistent, thorough interviews. It's a structured, flexible document with questions and prompts to uncover u...

A Playback session lets participants present their work, insights, and takeaways from an activity or workshop. It builds alignment and shared understa...