Orchestrating Experiences: Collaborative Design for Complexity - Softcover

Chris Risdon; Patrick Quattlebaum; Marc Rettig (foreword)

Softcover

ISBN 10: 193382073X ISBN 13: 9781933820736

Publisher: Rosenfeld Media, 2018

Synopsis

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.

About this title

Review

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

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

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

About the Author

Chris Risdon is director of design for peer-to-peer carsharing service Getaround. Previously, Chris was head of design for Capital One Labs and a design director for Adaptive Path, the pioneering experience design consultancy. Chris has introduced and advanced new methods in design, teaching thousands of design professionals and students. He holds an MFA in design from the Savannah College of Art and Design and is an adjunct professor at the California College of the Arts, teaching interaction design and service design to the next generation of designers. Follow him on Twitter @chrisrisdon.
Patrick Quattlebaum is a designer, management consultant, and founder at studioPQ. He helps organizations experiment with and adopt collaborative approaches to designing service experiences and the operations that support them. He has held multiple design leadership positions, including managing director at Adaptive Path and head of service design at Capital One. He is also a passionate design instructor, having taught thousands of practitioners in North America and Europe. He holds an MS in Information Design and Technology from the Georgia Institute of Technology. You can follow him on Twitter @ptquattlebaum and @studiopq.

Edition details

• Publisher: Rosenfeld Media
• Publication date: 2018
• ISBN 10: 193382073X
• ISBN 13: 9781933820736
• Binding: Paperback
• Language: English
• Edition number: 1
• Number of pages: 336
• Illustrator: Nick Madden