Materials from Agile Experience Meetup NYC April 29, 2010. Document 3 of 3. Doc 2 and 3 contain some overlap because I wanted to use the same materials to facilitate both service design and interaction design practice sessions.

1. Agile Experience Design Meetup NYC April 29, 2010
Design Studio Workshop
Scenarios
A scenario is a story about how a person would interact with your solution (software, device, etc.) to
accomplish an objective. Through storytelling and sketching, your team can build a shared
understanding and quickly evaluate different ways the system could look and behave. When everyone
understands the “big picture” of the emerging design, it’s easier to create good user stories, understand
their context, and prioritize which stories your team should build first.
These sample scenarios explore how Peter, Noona and Fran might interact with the Mike’s Bikes website
as a part of the overall experience we’re designing in this workshop. Using scenarios from the
perspectives of different users helps the team develop a more robust and well-considered design
framework and learn how to best balance the presentation of features to satisfy the target audience.
Peter’s scenario
PETER is a serious bike commuter
Owns several bikes (mountain bike, recumbent), doesn’t own a car
Biking is his main form of transportation
Bikes are his hobby, he loves to look at and learn about bikes
Carries lots of stuff when he rides (computer, books, groceries)
Rides in all weather, needs to get to work clean and not too sweaty
1. Peter is a regular customer at Mike’s Bikes. He learns that there’s a new urban cargo bike
available and he’s curious to check it out.
2. When Peter gets to the site, it recognizes him and shows him what’s new since his last visit. He
can see there’s a street bike he started to configure on his last visit, but he doesn’t want to work
on that now.
3. He easily finds the new cargo bike he came to see.
4. He learns about the cargo bike by reviewing some technical information about gear ratios and
then watches a video of the bike in action.
5. He is interested in the cargo bike, but wants to talk to someone who owns one. He reaches out
to the Mike’s Bikes community to ask a question and quickly gets an answer.
6. He configures the cargo bike with some optional equipment he might want. He can see an
adjusted total price as he works.
7. Happy with what he sees, he makes an appointment to come into the shop on Saturday to see
both bikes he is considering.
License: Creative Commons Attribution-Share Alike 3.0 United States Author: Lane Halley
Photo credits: Noona, Fran: richardmasoner, Peter: Let Ideas Compete Page 1 of 3

2. Agile Experience Design Meetup NYC April 29, 2010
Design Studio Workshop
Noona’s scenario
NOONA is a first time bike buyer
Shopping for her first adult bike
Hasn’t ridden since she was a kid
Recreational/weekend use
Doesn’t know bike jargon (“cruiser” “road bike”)
Limited budget for bike purchase
1. Noona has been thinking about buying a bike, but wasn’t actively looking for bikes when she
learns about Mike’s Bikes through an advertisement in a social media site.
2. Curious about what she sees, she navigates to the Mike’s Bikes website.
3. Her first impression is that this place has everything she needs, and that someone is here to help
her if she needs it, but it doesn’t talk down to her.
4. She looks at some pictures of bikes and sees one that looks like her dream bike. She can see that
it’s not too expensive.
5. She interacts with the picture to learn more about the bike.
6. She wonders how hard it will be to ride this bike on hills and easily gets the answer.
7. She adds a bike basket to the back and can see how that impacts the cost.
8. She decides she’s willing to go to the shop to see the bike first hand and get a test ride.
9. She shares her personal information so someone at Mike’s Bikes can have the bike ready for her
when she arrives.
Fran’s scenario
FRAN is a bike fitness fan
Owns several racing bikes, has rack on top of her car for transport to races
In training, rides almost every day
Knows jargon and recognizes brands
Carries training supplies (energy packets, water)
Values durability and light weight
1. Fran learns about Mike’s Bikes from a friend. She looks up the site using Google.
License: Creative Commons Attribution-Share Alike 3.0 United States Author: Lane Halley
Photo credits: Noona, Fran: richardmasoner, Peter: Let Ideas Compete Page 2 of 3

3. Agile Experience Design Meetup NYC April 29, 2010
Design Studio Workshop
2. When she gets to the site, she can see that the shop has excellent products and a good selection
of the merchandise she wants.
3. She looks for a bike by some specifics of the frame (manufacturer, size).
4. Starting with the frame, she builds up the bike she wants using component parts (rims,
derailleur, etc.). She can see the total weight and price adjust as she works.
5. She likes what she sees, but she wonders if she can get a better price somewhere else. She
compares to other shops in the area, and Mike’s Bikes offers a better price.
6. She wants to speak to someone in the repair shop and she’s able to do that easily. They answer
her question and she is impressed with their knowledge.
7. Fran likes the bike, but isn’t ready to buy it now. She leaves the site, which remembers her work
for her next visit.
License: Creative Commons Attribution-Share Alike 3.0 United States Author: Lane Halley
Photo credits: Noona, Fran: richardmasoner, Peter: Let Ideas Compete Page 3 of 3