Author Archives: Patrick Quattlebaum

They warned: “Co-authoring a book is hard. Are you sure you want to do this?”

They advised: “Figuring out how to write together will be the most important thing you can do.”

They conceded: “But it sounds like you have something to say together. Go for it.”

So, here we are. But let me take a step back.

Chris Risdon and I have known one another for several years now. We’ve worked at two consultancies together. We’ve shared stages at conferences. We’ve co-taught hundreds of people how to design for more human experiences.

Along the way, we’ve had a continuous dialogue about what challenges we’ve seen organizations facing and how they have approached solving them. We’ve seen a lot of focus on execution. Lean. Agile. Lean plus Agile! These methodologies solve a particular problem: how do we work better as a team to get the most important things done quickly. They also have a specific limitation. Lean and Agile help small teams get work done, but they don’t help organizations define and design a system of customer touchpoints that result in seamless, meaningful experiences. Lean and Agile get the parts done, but not the whole.

That’s the challenge we will tackle in our book, Orchestrating Touchpoints. We will share concepts, methods, and approaches that get people across an organization to envision, plan, and design customer experiences together. We will help you guide others to understand the journeys of your customers and better meet their needs across time and space. We will teach you a language and a way of working that unites parts into a whole.

So, here we are. Chris and I are excited to take this journey together and unite our unique perspectives and voices into one book. Along the way, we’ll be sharing our research, thoughts, and ideas with you here. We look forward to the dialogue that results.

Patrick & Chris