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.

Cooper U Takes the East Coast

In just a few weeks, Cooper is bringing 6 of its most in-demand classes to NYC for one week of hands-on training.

Here's what's on tap:

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This August, Cooper is bringing 6 of its most in-demand classes to NYC for one week of all-encompassing user experience training.

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.

4 Reasons Why You Should Make A Service Blueprint

This year Cooper U launched its first ever public training focused on customer experience design. Nancy Chu, one of our attendees, shared some of her takeaways from class with us. 

4 reasons why you should put together a Service Blueprint for your service:

  • You understand that providing a cohesive customer experience is a requirement in today’s service oriented society
  • You want to understand your customer experience in its entirety
  • You want to identify places where you can improve the entire customer service experience
  • You want to motivate people in different parts of your organization so that you can work together to improve your customer experience from all touchpoints

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One student's takeaways from Cooper's Transforming Customer Experience training. 

The Drawing Board: Pull-Cord

Here at Cooper, we find that looking at the world from the perspective of people and their goals causes us to notice a lot of bad interactions in our daily lives. We can’t help but pick up a whiteboard marker to scribble out a better idea. We put together “The Drawing Board”, a series of narrated videos, to showcase some of this thinking. These aren’t meant to be slick, highly-produced demos—just some ideas we’ve thrown up on the board to stimulate thought and discussion. So enjoy. Discuss. Design.

This Drawing Board is about riding the bus.

Until a bus rider is familiar with a particular route, there’s anxiety around either pulling the cord soon or too late. Let’s meet two riders who have that anxiety minimized as they head to the same appointment with a service called Pull Cord.

This is the tenth Drawing Board published on the Cooper Journal. See more on at http://www.cooper.com/category/drawing_board/.

A video of an interaction design scenario about minimizing anxiety riding an unfamiliar bus. 

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.

Creating Personas

This May, Cooper U launched a brand new 1-day workshop all about personas. One of the participants, Eeva Ilama, shared her takeaways from the class on UX Booth. Here's some of what she wrote: 

After having attended some of Cooper’s highly reputable interaction and visual interface design courses a few years back, I was beyond thrilled when I saw that UX Booth was offering a free ticket to one of their San Francisco-based readers to one of Cooper’s brand new courses called Putting Personas to Work.

The course was targeted towards user experience practitioners and the challenges they face at their workplaces when trying to apply personas to their product design and development processes. Though personas are an awesome design tool, we all agreed that they often get a bad rap. For example:

  • There is confusion about the differences between different types of personas (marketing vs. design personas)
  • There are misconceptions about how personas originate (the most accurate and convincing personas are based on actual field research)
  • Poorly constructed personas undermine the credibility of all personas
  • Poor communication about personas within an organization
  • Lack of clarity around how personas should be used throughout design
  • Lack of understanding of how design personas can be used over time 

The course agenda was designed to address all these concerns and misconceptions in detail, to provide students with the ammo they need when trying to achieve stakeholder buy-in.

You can read Eeva's full account here on UX Booth

In May, Cooper U launched its first-ever, public 1-day workshop all about personas. One of the participants, Eeva Ilama, shared her takeaways on UX Booth. Here's what she wrote.  

SF Design Week 2015: A Closer Look at Cooper

Each summer during San Francisco’s Design Week we celebrate our craft with events and open studios. Drop by our studio to share drinks and eats, and explore our space.

What: Cooper’s Open House during AIGA's SF Design Week Studio Crawl

When: Tuesday, June 9th from 6pm-9pm

Where: Cooper’s Studio, 85 2nd St, 8th Floor, San Francisco, CA

RSVP here

On June 9th Cooper is opening it's doors for AIGA's annual Design Week Open Studio Tour. Join us!

Raising Leaders, the UX Boot Camp with Girls Leadership

Help parents raise resilient daughters that know who they are, what they believe, and how to express it.

Team up with Girls Leadership in the UX Boot Camp this August 11-14 to craft a strategy that nurtures relationships with parents as they influence the next generation of women leaders. 

Interested? Sign up now.

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Build your UX design skills while working on a real-world project for Girls Leadership in the UX Boot Camp this August 11-14, 2015.

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