How can we define a UX Playbook that supports our mission and the goals of the UX team


We’re creators on a mission to craft experiences that empower entrepreneurs to create positive change for themselves and their communities.

Design Playbook Overview

Establish and drive unified principles, vision, behaviors, values, & approach.

MISSION    HOW WE REALIZE THE BRAND STRATEGY
A unified vision for how we as a UX team help realize the company mission & brand strategy.

VALUES    WHAT WE BELIEVE IN & THINK IS IMPORTANT
What are they and how do we recognize these across teams?  Simple, fast, mobile - anchored in customer needs, insights, emotional connection, ease-of-use, value, & impact.

BEHAVIORS    HOW WE WORK TOGETHER
Join forces to identify and promote insights that focus relentlessly on the customer experience, connected journeys, and the core needs of entrepreneurs everywhere.

PRINCIPLES   EXPERIENCE FRAMEWORK
How can we refine & promote our Pillars so they become part of the DNA across all teams?

APPROACH    FOLLOW ON FOR HOW WE INSTILL ABOVE
​Rapid iterative testing and refinement.  10x thinking & principled design as a way of working together across PM, eng, UX, research, brand, marketing, support.  Clear hypotheses and an experimental mindset at high velocity.
Picture


​CRAFTSMANSHIP
Live and love the details, moments, big picture and little picture. 

CREATIVITY
Take risks to solve problems, explore, ask questions, challenge assumptions.

EMPATHY
Walk in the shoes of others: ourselves and our customers.

TRUST
Deliver on our commitments, listen well, support each other.
​
INCLUSIVENESS
Embrace our differences: we are stronger together.

Picture


Honest & Direct
Transparency in all interactions, direct & honest without being personal.

Debate, Decide, Deliver
Review alternatives but once a decision is made, we commit and deliver.  

Enable Great Work
We don’t just recognize great work. We embed into our practice.

Live The Product
We are all active customers and use the products across the entire suite - not just the ones we work on.

Take Risks
Craft every single aspect of the experience.
Advocate for customers in a way that has a strong point of view.

How do we break experiences into pieces so that we can start learning about our customers from iterative experiments at high velocity?
...not doing the least amount of work but the work to learn with quality: the minimum magical product
​vs. being in a perpetual incremental loop to fulfill feature requests, not taking on anything significant or ground-breaking. 
Picture

​SIMPLE
Are there ways to simplify the experience? (to get to the essential)

CONSISTENT
Can we reduce variations across the experience including fonts, patterns, content, voice, tone, colors, layout, CTAs, guidance? (micro & macro)

CLEAR
Is anything getting in the way of the experience?  Does the user have to think?  Do they know what to do next & what to expect?

HUMAN
Can we use our craft to build an emotional connection with customers so they feel like we understand their unique situation, share their goals, and are there to help them? 
​
MEANINGFUL
How is this helping our customers to make them more successful?
Can the customer impact and wow moments be amplified?

How can we embed the UX Playbook & Pillars in our practice in a way that empowers our teams, builds accountability for our craft and elevates the quality of the customer experience?

San Francisco, California USA