Posts about Strategy


From CX to CVX: Delivering and capturing value, by design

I often tell people that I’m passionate about designing value exchange, and I am often met with blank stares. Here’s why this little-known but powerful principle matters.  

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At every encounter between your brand, business, product, or service—across channels and over time—you have an opportunity to capture value from and/or deliver value to your customer. Value exchange is the idea that every encounter should involve both delivering and capturing value. Customer experience (CX) is actually the experience of value exchange. 

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Learn More about Non-Verbal: Do Your Own Research

By: Katherine Hill & Robin Zander

In our last two installments on designing for the non-verbal in UX Research, we suggested you keep your eyes open for non-verbal cues in your existing research methods and then add prompts for them as integral pieces to your future processes. However, interpreting these cues may prove challenging at first, if you don’t know what you’re looking for or how to encourage such expressivity from a user.

This is where acting, dance, and improv training come in handy. The study of human behavior is wide, and we suggest incorporating physicality and expressivity to your already deep knowledge base of behavior. 

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In our last two installments on designing for the non-verbal in UX Research, we suggested you keep your eyes open for non-verbal cues in your existing research methods and then add prompts for them as integral pieces to your future processes. However, interpreting these cues may prove challenging at first, if you don’t know what you’re looking for or how to encourage such expressivity from a user.

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Dear College Seniors: Designing Your Career Search

Millions of college seniors will graduate in 2016, and many of them are looking for jobs, hoping to line something up before they graduate. Many of them want to break into the software industry, or, more broadly and more succinctly, “tech.” Below are some words of general advice for students looking forward to their first job in just about any industry. It also includes some specific advice for looking for a first job in Design, Product Management, or Strategy.

Dear Graduating Senior,

I know that finding your first job can be frustrating, especially when you’ll hear a lot of people make it sound so easy! The reality is not very glamorous. It takes time and patience. The good news is that you're doing the right thing: asking people for advice, and staying open to new things.

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Millions of college seniors will graduate in 2016, and many of them are looking for jobs, hoping to line something up before they graduate. Many of them want to break into the software industry, or, more broadly and more succinctly, “tech.” Below are some words of general advice for students looking forward to their first job in just about any industry. It also includes some specific advice for looking for a first job in Design, Product Management, or Strategy.

Dear Graduating Senior,

I know that finding your first job can be frustrating, especially when you’ll hear a lot of people make it sound so easy! The reality is not very glamorous. It takes time and patience. The good news is that you're doing the right thing: asking people for advice, and staying open to new things.

I'll offer you some general advice, and then suggest some courses of action...

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The Roles Trilogy

Modern product teams consist of three key groups working together—Design, Development, and Product Management. It’s surprising how many companies struggle, simply because they don’t recognize the need for all three to work on equal footing but with clear lines of responsibility. Putting expectations in place makes all three groups more effective, allows each to do the job they’re best at, and ultimately results in a thoughtful, well-constructed, kick-ass product. 

So let me tell you about your job.

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Modern product teams consist of three groups working together: Design, Development, and Product Management. Let me tell you how to do your job.

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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.

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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. 

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1DocWay: Increasing access to psychiatric care

We’ve been chatting with some of the startup founders we’ve met through Rock Health. They’ve offered us an inside look into how they’re tackling some of the biggest challenges in healthcare. Now we’re offering you a peek behind the curtain. 

Company: 1DocWay

Founders: Danish Munir, Samir Malik, and Mubeen Malik

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We’ve been chatting with some of the startup founders we’ve met through Rock Health. They’ve offered us an inside look into how they’re tackling some of the biggest challenges in healthcare. 

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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.

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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. 

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Why We're Excited About Service Design

In the last few years, we’ve rapidly and intentionally grown our service design practice. Today, more and more of us have a perspective to share—and not just the designers! Service design touches everyone involved in the delivery of a service; accordingly, this post includes a few thoughts from designers, operations, and marketing at Cooper. 

Share your own thoughts using #servicedesign

Greg Schuler

For me, Service Design is all about freeing ourselves to think beyond small screens we design for (and have been engrossed in) for years. It’s the logical evolution of digitally centered UX. 

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Service design touches everyone involved in the delivery of a service; accordingly, this post includes a few thoughts from designers, operations, and marketing at Cooper.

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