Posts about Experience design


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. 

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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. 

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!!’. 

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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. 

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. 

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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.

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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.

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What does Pair Design look like?

If you’re trying to figure out whether Pair Design is right for you or your organization, it’s useful to have a model of what it looks like across an interaction design project. So, let me paint you a picture.

I’ve broken down our typical goal-directed design process into broad phases that should be relatively easy to map to your own. But, if this is your first time reading about Pair Design from Cooper, I recommend reading up on the distinctions between the generator and synthesizer roles I’ve written about before, as I’ll be referencing those terms

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Visual Design for White Labelled Products

Designing a product with the intention of being “white labelled” means that you are creating a software for a client to incorporate into their existing (visual language) system. Every now and then design consultants are hired by another consultant to work on a third party’s existing system. This what you call a super white label. Here, you not only have to consider your client’s needs, but your client’s client’s needs, too. It can be easy to start designing with everyone’s goals in mind and eventually lose focus, leaving no one satisfied in the end. These are some basic tips I’ve found that to help start and manage a white labelled project. 


It can be easy to start designing with everyone’s goals in mind and eventually lose focus, leaving no one satisfied in the end.

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Easy win: Twitter

Being an interaction designer means you’re aware of improvements that can be made in the things you use every day. This one is about the notifications in Twitter’s iPhone app. Hey, Twitter! Here’s an easy win.

So you’re on your iPhone when it buzzes in your hand. Hey, neat! A Twitter somethingorother. You open the app, only to see that there are no notifications for your current Twitter profile.

That’s cool. It must be for one of the other Twitter profiles you use. So you open the list of profiles only to see…nothing. No hint of where this little tweet of goodness awaits you.

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Being an interaction designer means you’re aware of improvements that can be made in the things you use every day. This one is about the notifications in Twitter’s iPhone app. Hey, Twitter! Here’s an easy win.So you’re on your iPhone when it buzzes in your hand. Hey, neat! A Twitter somethingorother. You open the app, only to see that there [...]

Service Blueprints: Laying the Foundation

Cooper workshop service blueprintingThis article was co-written by Izac Ross, Lauren Chapman Ruiz, and Shahrzad Samadzadeh

Recently, we introduced you to the core concepts of service design, a powerful approach that examines complex interactions between people and their service experiences. With this post, we examine one of the primary tools of service design: the service blueprint.

Today’s products and services are delivered through systems of touchpoints that cross channels and blend both digital and human interactions. The service blueprint is a diagram that allows designers to look beyond the product and pixels to examine the systems that bring a customer’s experience to life.

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This article was co-written by Izac Ross, Lauren Chapman Ruiz, and Shahrzad SamadzadehRecently, we introduced you to the core concepts of service design, a powerful approach that examines complex interactions between people and their service experiences. With this post, we examine one of the primary tools of service design: the service blueprint.Today’s products and services are delivered through systems of [...]

Service Design 101

This article was co-written by Lauren Chapman Ruiz and Izac Ross

We all hear the words "service design" bandied about, but what exactly does it mean? Clients and designers often struggle to find a common language to define the art of coordinating services, and frequent questions arise. Often it emerges as necessary in the space of customer experience or complicated journey maps. In response, here is a brief FAQ primer to show the lay of the land in service design.

What are services?

Services are intangible economic goods—they lead to outcomes as opposed to physical things customers own. Outcomes are generated by value exchanges that occur through mediums called touchpoints. For example, when you use Zipcar, you don’t actually own the Zipcar, you buy temporary ownership. You use the car, then transfer it to someone else once it is returned. Every point in which you engage with Zipcar is a touchpoint.

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This article was co-written by Lauren Chapman Ruiz and Izac RossWe all hear the words "service design" bandied about, but what exactly does it mean? Clients and designers often struggle to find a common language to define the art of coordinating services, and frequent questions arise. Often it emerges as necessary in the space of customer experience or complicated journey [...]

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