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Orchestrating Experiences

Author Chris Risdon , Patrick Quattlebaum
Release Date: 2018/05/01
ISBN: 9781492018629
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Book Description

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.

Table of Contents

  1. Cover Page
  2. Title Page
  3. Copyright Page
  4. Dedications
  5. How to Use This Book
  6. Frequently Asked Questions
  7. CONTENTS
  8. Foreword
  9. Introduction
  10. PART I: A COMMON FOUNDATION
    1. CHAPTER 1. Understanding Channels
      1. From Theory to Reality
      2. Structured by Channels
      3. Channels Don’t Exist in Isolation
      4. Channels Reflect Interactions, Information, and Context
      5. Channels Support the Moment
      6. Changing the Channel-Centric Mindset
      7. Coda
    2. CHAPTER 2. Pinning Down Touchpoints
      1. A Unifying Approach
      2. Two Helpful Frameworks
      3. Identifying Your Touchpoints
      4. Cataloging and Communicating Your Touchpoints
      5. Coda
        1. CHAPTER 2 WORKSHOP Touchpoint Inventory
        2. Workshop Objectives
        3. Example Pitch to Participants (and Their Managers)
        4. Agenda
        5. Preparing for the Workshop
        6. Running the Workshop
        7. After the Workshop
    3. CHAPTER 3. Exploring Ecosystems
      1. From Business to Experience Ecosystems
      2. Unpacking an Experience Ecosystem
      3. Ecosystem Mapping Tips
      4. Using an Ecosystem Map as a Tool
      5. Other Sensemaking Approaches
      6. Coda
        1. CHAPTER 3 WORKSHOP Landscape Alignment
        2. Workshop Objectives
        3. Example Pitch to Participants (and Their Managers)
        4. Agenda
        5. Preparing for the Workshop
        6. Running the Workshop
        7. After the Workshop
    4. CHAPTER 4. Orienting Around Journeys
      1. What Is a Journey?
      2. Journeys Are Made of Moments
      3. There Are Many Types of Journeys
      4. Journeys Are Valuable to Everyone
      5. Journey: The Hub of Empathy and Understanding
      6. Unpacking End-to-End Experiences
      7. Getting Started with Journeys
      8. Coda
  11. PART II: INSIGHTS AND POSSIBILITIES
    1. CHAPTER 5. Mapping Experiences
      1. What’s an Experience Map?
      2. Mapping with Confidence
      3. Learning Your Customers’ Stories
      4. Making Sense of What You Learned
      5. Communicating What Matters
      6. Coda
        1. CHAPTER 5 WORKSHOP Experience Mapping
        2. Workshop Objectives
        3. Agenda
        4. Preparing for the Workshop
        5. Running the Workshop
        6. After the Workshop
    2. CHAPTER 6. Defining Experience Principles
      1. A Common DNA
      2. Playing Together
      3. Identifying Draft Principles
      4. Crafting for Adoption and Impact
      5. Coda
        1. CHAPTER 6 WORKSHOP Experience Principles Refinement
        2. Workshop Objectives
        3. Agenda
        4. Preparing for the Workshop
        5. Running the Workshop
        6. After the Workshop
    3. CHAPTER 7. Identifying Opportunities
      1. Opportunities Are Not Solutions
      2. What Is an Opportunity?
      3. Opportunities, Intent, and Timing
      4. Communicating Opportunities
      5. Coda
        1. CHAPTER 7 WORKSHOP Opportunity Identification and Prioritization
        2. Workshop Objectives
        3. Example Pitch to Participants
        4. Agenda
        5. Preparing for the Workshop
        6. Running the Workshop
        7. After the Workshop
  12. PART III: VISION AND ACTION
    1. CHAPTER 8. Generating and Evaluating Ideas
      1. Leading the Hunt for Ideas
      2. Structure and Focus
      3. Inputs and Constraints
      4. Expression and Form
      5. Evaluation and Prioritization
      6. Coda
        1. CHAPTER 8 WORKSHOP From Ideas to Narratives
        2. Workshop Objectives
        3. Agenda
        4. Preparing for the Workshop
        5. Running the Workshop
        6. After the Workshop
    2. CHAPTER 9. Crafting a Tangible Vision
      1. The Importance of Intent
      2. Defining Your Vision
      3. Charting Your Course
      4. Coda
    3. CHAPTER 10. Designing the Moment
      1. Prototyping Options
      2. The Prototype Value Proposition
      3. Putting It Together
      4. Coda
    4. CHAPTER 11. Taking Up the Baton
      1. Embrace Your Context
      2. Orchestrate Change
      3. Start with You
      4. Take It from Here
  13. Index
  14. Acknowledgments
  15. About the Authors