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Orchestrating Experiences

orchestrating experiences spot image

Collaborative Design for Complexity

By Chris Risdon & Patrick Quattlebaum

Published: May 2018
Paperback: 336 pages
Paperback ISBN: 978-1933820-73-6
Ebook ISBN: 978-1933820-74-3

Customer experiences are increasingly complicated—with multiple channels, touchpoints, contexts, and moving parts—all delivered by fragmented organizations. How can you bring your ideas to life in the face of such complexity? Orchestrating Experiences is a practical guide for designers and everyone struggling to create products and services in complex environments.

Customer experiences are increasingly complicated—with multiple channels, touchpoints, contexts, and moving parts—all delivered by fragmented organizations. How can you bring your ideas to life in the face of such complexity? Orchestrating Experiences is a practical guide for designers and everyone struggling to create products and services in complex environments.

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Table of Contents

Chapter 1: Understanding Channels
Chapter 2: Pinning Down Touchpoints
Chapter 3: Exploring Ecosystems
Chapter 4: Orienting Around Journeys
Chapter 5: Mapping Experiences
Chapter 6: Defining Experience Principles
Chapter 7: Identifying Opportunities
Chapter 8: Generating and Evaluating Ideas
Chapter 9: Crafting a Tangible Vision
Chapter 10: Designing the Moment
Chapter 11: Taking Up the Baton

FAQ

These common questions and their short answers are taken from Chris Risdon and Patrick Quattlebaum’s book Orchestrating Experiences: Collaborative Design for Complexity. You can find longer answers to each in your copy of the book, either printed or digital version.

  1. Do I have to do all these things in this book to orchestrate experiences successfully?
    We cover many frameworks and tools, but you will likely gravitate to approaches that meet your unique needs. For example, you may find ecosystem mapping (Chapter 3) and storyboarding (Chapters 8 and 9) help you get the job done, while touchpoint inventories (Chapter 2) or improvisation (Chapter 8) don’t resonate in your culture. The key: try out different approaches and build the toolkit that works for you.

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