Orchestrating Experiences
Collaborative Design for Complexity
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.
Testimonials
Hands down the best hands-on guide for service design. Love the in-the-trenches advice and step-by-step details.
Jess McMullin, Principal, Situ Strategy
By including workshop plans throughout Orchestrating Experiences, Patrick and Chris give the reader a way to make complex ideas immediately actionable.
Jon Kolko, Partner, Modernist Studio
Orchestration is the perfect metaphor to encapsulate the teamwork, coordination, and alignment required for organizations to deliver great customer experiences.
Ben Reason, Managing Partner, Livework Studio
You’ll blow past your competition, as you shift from shipping discrete functionality to seamless end-to-end experiences.
Jared Spool, Maker of Awesomeness and Co-CEO of Center Centre/UIE
This practical, inspiring, and innovative primer should be required reading for everyone who cares about the end user.
Samantha Starmer, Experience Design Executive
Every interaction the customer has around your brand contributes to the story of their experience. This book provides actionable advice to tell a powerful story your customers will love.
Katie Dill, Vice President of Design, Lyft
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.
- 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.
