Cooper Service Design Immersive

As with the overview of the Experience Mapping seminar I took a few years ago with Adaptive Path, I won’t do a very in-depth review because well…it costs money to run these courses and I think it’s worth hiring these folks to run the seminar instead of telling y’all about it here.

That said, my team ran with the scenario of car repair, and how to make that experience better. We developed this persona of Carly (get it…CARly? Har har har) and by the end of the course, we had built out an initial service blueprint to identify opportunities in a prospective overhaul of the car repair process both front-stage and back-stage.

If nothing else came out of this seminar, it’ll be to follow the steps and don’t rush quality. You might think you know something inside and out, but you’ll always find a way to bask in the humility of how much you have yet to (re)learn.