Written By
Sara McGuyer
On
March 02, 2016
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Cooper, Day 1 #sketchnotes

March 02, 2016

Day one of training with Cooper U is in the books! We hired them for two different trainings. The first, Transforming the Customer Experience, is exciting on multiple levels. In addition to sharpening our own toolkit for facilitating collaborative sessions with our clients, we're also pointing some of the activities toward solving challenges for SmallBox. We're closing in on a very productive and formative visioning phase, and this is helping us refine what the next iteration of SmallBox looks like.

Reflecting on everything I soaked up yesterday, here were some of the most interesting or personally meaningful things I learned or noticed. 

Day one focused on different mapping techniques. We're no strangers to journey or experience mapping, but it was thrilling to see how others do it, to learn some new language and ideas. 

Mapping sketchnotes from Cooper U session

They used some really interesting distinctions about front stage versus back stage activity. What is visible to the customer or client is "front stage," while the behind the scenes magic is "back stage." It's easy to forget those key back stage moments when mapping, even when they're crucial to the experience. I loved how this language pushed me to think through those key invisible touchpoints.

There's no one journey. Often for budget purposes, people create one journey map to rule them all. Reality often looks more like all different kinds of people with different needs having markedly different experiences. Matching one journey map per persona or audience helps you see and plan for the nuance of each group.

Everyone struggles with measurement. The best thing to do is just to jump in and try some things. Cooper offered some helpful questions to lead the way for perception metrics. You can measure:

  1. ability (Was I able to do what you wanted me to do?),
  2. effort (How hard was it to accomplish the task you wanted me to do?), and
  3. enjoyment (How much did I enjoy the task?)

I especially appreciated this thought:

Sketchnotes from Cooper U training session

I am wired for continual improvement, but I also recognize the path of constant tinkering can be exhausting. I love the thought that measurement can help you see if you arrived where you intended – and help you recognize a moment to step out of fix it mode to celebrate the win and take a deserved break from change.