Posts about Features


Transforming Customer Experience with Journey Mapping

A customer journey map is a versatile tool that can serve many purposes: mapping how a current customer experience unfolds over time, planning the orchestration of a future experience across touchpoints, or uncovering business opportunities in the form of unmet customer needs. We’ve developed a new journey mapping canvas that can handle all three of the goals above, and we’d love to invite you (yes you!) to try it out. 

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A customer journey map is a versatile tool that can serve many purposes: mapping how a current customer experience unfolds over time, planning the orchestration of a future experience across touchpoints, or uncovering business opportunities in the form of unmet customer needs. We’ve developed a new journey mapping canvas that can handle all three of the goals above, and we’d love to invite you (yes you!) to try it out.

Designer’s Toolkit: Motion Design Storytelling

Many think motion design is just about creating delight, but it's so much more than that. User experience is an ongoing story, and motion design helps create the flow of that story. Motion design is an essential tool in the designer's toolkit that extends the visual language and evokes the emotion of the brand. 

When selling an idea to your client, static screens don’t always communicate your vision clearly, but incorporating well-designed motion helps show the bigger picture and the experience users are having.

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Motion design helps your users’ brains orient themselves within any given screen and guides them to the actions they need to make.

The color of empathy is not flat: Insights to Color Blindness & Design.  

Line, motion, space, texture, size , form, shape, typography, and color.

As a member of the 9 structural units, or elements of visual interaction design, the role of color is integral to the way we communicate, parse, and enhance information on and off the screen. In an attempt to simplify human interaction with the digital interface, designers have pursued the style of a “flat UI”. This bare-bones approach relying mostly on rectangular shapes and solid, flat color is meant to place a user’s focus on content. The visual shift from skeuomorphism to flatland also helped to foreshadow a product’s ease-of-use by dramatically simplifying how the interface looked. 

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Designing for color blindness (aka Daltonism) is an example of how designers can practice visual empathy and learn to experience the world from someone else’s perspective.

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. 

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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Pair Design and the Power of Thought Partnership

From Lennon & McCartney to Holmes & Watson, popular culture is teeming with examples of creative pairs. When we think about famous creative partnerships like Eames & Eames, or creative problem solvers like Mulder & Scully, what’s special about them?

In addition to their individual genius, what makes these pairs so effective (and what we’re talking about when we advocate Pair Design) is that these are true thought partnerships, in which each person has...​

  • shared ownership of what they’re creating
  • shared responsibility for making it great
  • shared risks and rewards if they succeed or fail

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From Lennon & McCartney to Holmes & Watson, popular culture is teeming with examples of creative pairs. When we think about famous creative partnerships like Eames & Eames, or creative problem solvers like Mulder & Scully, what’s special about them?In addition to their individual genius, what makes these pairs so effective (and what we’re talking about when we advocate Pair [...]

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 [...]

Persona Empathy Mapping

“No one cares how much you know, until they know how much you care”

- Theodore Roosevelt

Empathy -- it’s a buzzword in the UX design world. Everybody’s doing it! But what exactly are they doing? There isn’t a quick “Empathy Filter” that we can apply to our work or our team, no formula to pump out results, and no magic words to bring it forth. There is, however, a simple workshop activity that you can facilitate with stakeholders (or anyone responsible for product development, really) to build empathy for your end users. We call it Persona Empathy Mapping.

Empathy Mapping helps us consider how other people are thinking and feeling. Typically, research notes are categorized based on what the research interviewees were thinking, feeling, doing, seeing, and hearing as they engaged with your product. It helps your team zoom out from focusing on behaviors to consider the users’ emotions and experience as well. I first learned about it from Dave Gray’s Gamestorming: A Playbook for Innovators, Rulebreakers and Changemakers and it’s gotten more press lately due to Alex Osterwalder’s book, Business Model Generation.

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“No one cares how much you know, until they know how much you care”- Theodore RooseveltEmpathy -- it’s a buzzword in the UX design world. Everybody’s doing it! But what exactly are they doing? There isn’t a quick “Empathy Filter” that we can apply to our work or our team, no formula to pump out results, and no magic words [...]

Amber Alert: The Tragedy of Bad Design

If you live in California or New York and you own a cell phone, you probably recently experienced the new Amber Alert capabilities. And by “capabilities,” I mean “the government’s newfound ability to disturb your sleep with non-actionable information.”

In California, the alert that set all this ablaze was in reference to a man, James Lee DiMaggio, who may or may not have killed his friend and her son, burned his house down with them in it, and fled with her daughter. Not that you would have known that from the Amber Alert: “Boulevard, CA AMBER Alert UPDATE: LIC/6WCU986 (CA) Blue Nissan Versa 4 door.” Certainly, Twitter has been all a-buzz about the alerts, and there are dozens of articles on the subject (my personal favorite headline: “Shaquille O’Neal: Yeah I Got That Amber Alert”).

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If you live in California or New York and you own a cell phone, you probably recently experienced the new Amber Alert capabilities. And by “capabilities,” I mean “the government’s newfound ability to disturb your sleep with non-actionable information.” In California, the alert that set all this ablaze was in reference to a man, James Lee DiMaggio, who may or [...]

Designer’s Toolkit: Road Testing Prototype Tools

For fresh content, more tools, and updated reviews check out the Prototyping Tools page.

We’ve all been there: you’ve got a few days to throw together a prototype. For expedience sake, you go to one of your large, well known tools to get the job done. The files quickly become bloated and crash—hours of hard work lost. There’s got to be a way to create prototypes at a similar level of fidelity with a lighter weight tool.

After test driving some alternative prototyping tools I discovered that there are indeed other good options. Here is an overview of what I found, followed by assessments of each tool, with hopes it will help fellow designers in the prototyping trenches.

Choosing the tools

After researching existing prototyping tools, I narrowed a long list of about 40 to a small set of 10 that looked the most interesting. Some factors that influenced which tools I selected include: 

  • Hearing about the tool from fellow Cooperistas or other colleagues.
  • The popularity of the tool based on what I read in other blogs. 
  • Whether it looked cool or exciting from  my first impression of the design and features. 

This is not a comprehensive set of tools, but includes the ones that I was interested in checking out. 

 

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For fresh content, more tools, and updated reviews check out the Prototyping Tools page. We’ve all been there: you’ve got a few days to throw together a prototype. For expedience sake, you go to one of your large, well known tools to get the job done. The files quickly become bloated and crash—hours of hard work lost. There’s got to [...]

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