Posts about Experience design


Rethinking UX Research: Non-Verbal Clues

By: Katherine Hill & Robin Zander

Understanding the end user is a complex and sometimes daunting process. Typically, we as humans don’t know what we want until we see it. We need experts to interpret our segmented requests and half baked ideas in order to design something we think we might like to use.

As the researcher, designer, or expert in any creative field this can be maddening. The individual uneducated in the specific field attempts to describe details and nuances without the proper language, experience, or expertise.

However, when working with clients, interpreting their needs is the name of the game. So, we’d like to propose a new (and old) way to go about it- pay attention to the nonverbals.

Read More

As the researcher, designer, or expert in any creative field this can be maddening. The individual uneducated in the specific field attempts to describe details and nuances without the proper language, experience, or expertise. However, when working with clients, interpreting their needs is the name of the game. So, we’d like to propose a new (and old) way to go about it- pay attention to the nonverbals.

Read More

Sound Design: From the Ears of a Motion Designer

...How do you communicate with a user when their eyes aren’t glued to their screen? As a motion designer, I firmly believe that motion design is a critical consideration in the world of experience design. As I’m learning more about sound design, I’m realizing that it is equally critical to a user’s experience.

A few months ago, I was inspired by Adi Robertson’s article, “Sound Decision” in which she covers the audio branding created by Skype. Sound is something I pay particular attention to; maybe it’s my love of music that influences my interest or that I am intrigued by experiences that touch on multiple senses. I really believe that sound is an area that should be explored and considered when creating unique experiences for people who are constantly bugged to look at their screens.

I’m not talking about pops and pings that demand your attention to the screen, I want blips and bloops that reinforce interactions I have made without picking up my phone to see that I “got it right.”

Read More

A few months ago, I was inspired by Adi Robertson’s article, “Sound Decision” in which she covers the audio branding created by Skype. Sound is something I pay particular attention to; maybe it’s my love of music that influences my interest or that I am intrigued by experiences that touch on multiple senses. I really believe that sound is an area that should be explored and considered when creating unique experiences for people who are constantly bugged to look at their screens.  

Read More

Classification and Design

Us | Taxonomy | The World 

I’ve been interested in classification and taxonomy for a long time. Categories are everywhere, and we use them intentionally or unintentionally to understand a lot of stuff. They’re also great at slithering away when you try to pin them down. In this short series of posts, I want to explore how classification manifests in design, what its relationship is to other popular design concepts like mental models, and what kind of new lens it can provide for understanding how people understand.

Read More

In this article, I explore how thinking about design work explicitly through a lens of classification. We think in categories and so do the tools that we use, and they make suggestions about how we should classify the world. By paying attention to this process of classification, we gain a new tool to see how people understand the world and how our products can, for better or worse, change how they see the world.

Read More

6 before ‘16: Top Design Talks of this Year

Crowd-sourced from everyone  at Cooper, here are some of the most thought provoking and enjoyable design-related talks of 2015: 

Redefining Value: Bridging the Innovation Culture Divide by Nathan Shedroff: 

Rethinking the value that design brings to the table.


Read More

Crowd-sourced from everyone at Cooper, here are some of the most thought provoking and enjoyable design-related talks of 2015: 

Read More

Uncovering Service Design Opportunities: A Checklist

You understand your customer’s experience and your back of house service delivery processes. Maybe you’ve even created a service blueprint or a value chain map. You’re ready to take on the world! Or rather, the service system. Use this handy checklist to make sure you don’t miss any major opportunities. 

We’ve identified five primary categories of service design opportunity. The first three are the most obvious and the most essential, and the final two are what we recommend for organizations who are ready to tackle the future.  

The next time you're reviewing a customer journey map or service blueprint, use this list to help you think through all the types of potential improvements that might be possible.

Read More

You understand your customer’s experience and your back of house service delivery processes. Maybe you’ve even created a service blueprint or a value chain map. You’re ready to take on the world! Or rather, the service system. Use this handy checklist to make sure you don’t miss any major opportunities. 

Read More

Customer Journey Map or Service Blueprint?

If you have a hammer, everything is a nail. If you have a service blueprint, everything is a detail to be nailed down, even if those details don’t contribute to your ultimate goal. To design and deploy services, it’s crucial to have both journey maps and service blueprints in your tool kit. This post will help you determine which tool is right for the job. 

Read More

To design and deploy services, it’s crucial to have both journey maps and service blueprints in your tool kit. This post will help you determine which tool is right for the job. 

Read More

Why Invisible Boyfriend Doesn’t Cut it for a Narcissistic Pessimist

A few months ago a bunch of us at Cooper discovered a new service for lonely single people. Surprisingly it wasn’t just another dating app where you swipe left or right within point-five seconds and hope that doesn’t make you a shallow human being. It’s called Invisible Boyfriend and it 100% guarantees you will find a boyfriend within minutes. The one slight problem is that the person you’re dating is a mother faking faker. That’s right, it’s all pretend. Yup, it’s come to the point where people are actually dating services. Obviously you can see why I was intrigued. 

I wasn’t exactly the service’s target… okay, I wasn’t even close to the target audience. Let me just tell you flat out, I hate relationships. No, it’s not because I’m not in a relationship, but secretly longing for one, and no, it’s not because I’ve developed a borderline unhealthy relationship with my cats. I’m just truly happy being single! I’m young, and I’m spending these years having fun instead of getting all kinds of tied down. However, I wanted to try it anyway. I thought, ‘dating a boyfriend that I create would almost be like dating myself: PERFECT!!’. 

Read More

A few months ago a bunch of us at Cooper discovered a new service for lonely single people. The one slight problem is that the person you’re dating is a mother faking faker. That’s right, it’s all pretend. Yup, it’s come to the point where people are actually dating services. Obviously you can see why I was intrigued. 

Read More

6 Lessons for Service Blueprinting

Learning about customer experience, and how to leverage the service blueprint as a research tool, is essential for researchers and designers, as this will help them stay ahead in this rapidly changing world. 

This March, I was lucky enough to facilitate a Thinkshop with 25 designers attending the AIGA Y Design Conference. We left with some interesting conclusions around how to build and use service blueprints as research tools. 

Read More

How to Design & Lead a Brand Experience Workshop in 6 Steps

Most stakeholders aren’t versed in the language of branding. That’s dangerous because word of mouth and first-hand experience have more of an effect on user love than celebrity endorsements or well-toned advertisements. Branding is more important than ever. How do you get stakeholders into productive conversations about it?

Problem: Finding the brand through trial and error

You could take the trial-and-error tack: just make stuff to see how they react, and go through round after round of presentation and feedback, each time learning a little bit more about what the brand is supposed to be. But this is expensive, tedious, and demoralizing. It’s like hacking away at a beehive to make a sculpture. You end up with a lot of stings.

Solution: Get those brand attributes out and vetted with a Brand Experience Workshop

Cooper has faced this challenge with its clients head on for 5 years with a workshop to solve this problem. It’s fun and works like a charm. Here’s an introduction to how it works, followed by some tips and tricks to making them awesome.

A Brand Experience Workshop in 6 Steps

The workshop should feel pretty magical to the participants, and of course that takes some work on your part, but it’s worth it. Find below the key six steps.

Read More

Six (6!) new ways to push your practice

You asked. We answered. Bringing you SIX new workshops and courses in customer experience, brand strategy, leadership, product definition and design, research, ideation, personas and more—each chock full of skills for taking your professional game to the next level (and maybe even the level above that). Stay current, get smarter, make an impact, effect the bottom line, and teach your team a thing or two (or ten) about your new-found knowledge. We've saved you a seat.

Read More

1 2 3 4 5 6 7