Experience Canvas
The Experience Canvas is a structured framework that guides teams in understanding customer needs and ensuring solutions are viable from a business perspective. It helps teams align on the problem, the customer, and the definition of success before diving into implementation.
Use this method when tackling complex problems with multiple stakeholders and customer personas. It's particularly useful when you need to ensure your solution is user-centered, technically sound, and aligned with business goals.
Solves: Lack of shared understanding about customer needs, misalignment between business goals and user experience, risk of delivering solutions that miss the mark.
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Step 1: Compile existing research and form a hypothesis about the problem you're trying to solve. (15 min)
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Step 2: Draw the Experience Canvas on a whiteboard or create a digital version in a collaborative tool. (5 min)
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Step 3: As a group, write your hypothesis at the top of the canvas. Systematically work through each section of the canvas, capturing ideas and insights on sticky notes. (90 min)
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Step 4: Review and refine the canvas, adjusting previous entries based on new insights. (15 min)
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Step 5: Identify and assign owners for the next steps required to deliver a Minimum Viable Experience (MVE) and test your hypothesis, including due dates. (5 min)
- Designate a facilitator to keep the activity moving and manage time effectively.
- Encourage participants to challenge assumptions and offer diverse perspectives.
- Remind the group to focus on high-level solutions and avoid getting bogged down in implementation details.
- Use the canvas to explore different strategic hypotheses at the leadership level.
- Adapt the canvas to focus on specific service problems that keep recurring.