This exercise require participants to think the worst experience
they could offer to their customers which seems to be
contradictory to the principle of innovation. However it offers
interesting insights to make things really different and
- Everyone has something of value, therefore everyone has
an obligation to speak and share. Respect the speaker
- Remember, all the greatest ideas started sounding really
- Avoid ‘bar discussion’ and take a stand.
- It is essential to know what you want to improve from user
- Example: To improve the user experience of your restaurant
you will reverse the user experience of the customer. But if
you want to improve your business process you may reverse
the user experience of the restaurant manager
- Start by writing down a fictional chronological scenario
with the worst experience you could offer to your
customers or manager. Use one sticky note for each key
instance of your scenario. Place them in line from left to
right on top of the board.
- Now that you have the worst user journey
- Add a colored sticky note under each key instance with
the following assessment.
- Not true: means you are good – GREEN
- Somehow true: means you are average – ORANGE
- True: means you are not good – RED
- Focus on the red notes that indicate clear areas of
improvement. Generate ideas for improvement.