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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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Book ID Asin: 193382073X
Book Title: Orchestrating Experiences: Collaborative Design for Complexity
Book Author: Chris RisdonPatrick Quattlebaum
Book Format and Price:
Book Format Name: Kindle
Book Format Price: $32.35
Book Format Name: Paperback
Book Format Price: $49.99
Book Price: $49.99
Book Category: Books, Arts & Photography, Decorative Arts & Design and unknown
Book Rating: 67 ratings

Orchestrating Experiences: Collaborative Design for Complexity by Chris RisdonPatrick Quattlebaum Book Review

Name: Paulo Peres
Rating: 5.0 out of 5 stars
Title: Marvelousbook
Date: Reviewed in the United States on October 6, 2019
Review: For me was impressive how the authors synchronized a lot of doubts and concepts around the Service Design and diagrams. Is splendid to read and to understand the content. Rosenfeld books are always great to provide good authors, good content design and editorial design.

Name: Blue Crump
Rating: 5.0 out of 5 stars
Title: BuyASAP
Date: Reviewed in the United States on May 15, 2018
Review: Outstanding read on service design and the user. Highly recommended!

Name: Fabian
Rating: 5.0 out of 5 stars
Title: MaybethebestcustomerexperiencebookIreaduntiltoday
Date: Reviewed in the United States on June 9, 2018
Review: Maybe the best customer experience book I read until today. Through a clear narrative you can understand the most important aspects of CX. The experience is not always transmitted in the best way in a book, in this case the authors have achieved it.

Name: Jorge Arango
Rating: 5.0 out of 5 stars
Title: Animportantcontributiontothefieldofexperiencedesign
Date: Reviewed in the United States on June 16, 2018
Review: Before I tell you about "Orchestrating Experiences", a disclaimer: the authors and publisher are my friends. I won’t lie and tell you that doesn’t affect my perspective. Still, that shouldn’t keep you from knowing about this important book.Yep, important. Why? Because it tackles one of the most challenging and impactful aspects of contemporary design practice: how to design coherent systems that span multiple touchpoints and interactions. Such systems typically have multiple stakeholders, many of whom work towards objectives that may not align neatly with other stakeholders’. These systems also require moving around lots of information and making it findable and understandable to people with varying degrees of competency.Many design books focus on the tactical aspects of this work. For example, you need not search too long for good titles about producing usable interfaces or creating compelling content. There are also books that deal with more strategic concerns. Where "Orchestrating Experiences" shines is in bridging the two: it’s a how-to guide for clarifying a strategic project vision and articulating it in terms that will inform tactical design artifacts. The result is a complex system that is nevertheless coherent and directed.So how does one pull off this tricky challenge? The answer, you won’t be surprised to learn, is by collaborating with the people responsible for the system. Because of this, designers operating at this level will often be called to facilitate workshops. Orchestrating Experiences addresses this reality in its structure: most of the book’s chapters deal with a particular area of focus (e.g., how to define experience principles) from a conceptual perspective, which is then immediately followed by instructions on how to structure and facilitate a workshop to help the team produce the work that satisfies that particular area of focus.When I say “conceptual point of view,” you may get the impression that these are abstract subjects. And that is indeed a risk when writing about design at this level. However, "Orchestrating Experiences" features plenty of real-world examples, including (clear and beautiful) deliverables and photos of in-process workshops. This makes the material very accessible. I left "Orchestrating Experiences" with a clearer understanding of the importance of working at this level and concrete tools to help me do it. I highly recommend it.

Name: J. Young
Rating: 5.0 out of 5 stars
Title: thisistheperfectbookforyou
Date: Reviewed in the United States on May 2, 2018
Review: If you're new to experience design and customer experience research, this is the perfect book for you. It combines everything you need to know from several different disciplines including market research, marketing, service design, and user experience and puts it all in one place in an approachable manner.If you're not new, or if you think you know all there is to know about journey mapping and customer research, there's still more to discover here, from a deep dive about ecosystems to useful, practical information on determining value, and planning what to do with all the insights you've gleaned.As a practitioner, this book is worth the price just for the "workshop" sections, where you are given detailed information about how to plan and orchestrate the meetings and working sessions that will get you to sound strategy, while also building collaboration across departmental silos and with users/customers. Each workshop comes with an agenda and timing and setup notes so you can run one on your own without fear in front of your clients, users, and/or stakeholders - totally awesome.

Name: Jess
Rating: 4.0 out of 5 stars
Title: multistepserviceslikebankingairlinetravel
Date: Reviewed in the United States on August 2, 2018
Review: If you work in large organizations that provide complex, multi-step services like banking, airline travel, and pharmacy chains, this book is for you. The book will show you how to address touchpoints across these services so your customers have a consistent, productive, branded experience.For instance, if you work for the retailer Target, this book will help you consider all the interactions customers have with Target, including when they visit Target.com, go to the brick-and-mortar retail pharmacy, or use the store’s app.If you work in a smaller organization, you can still pull insights from the book.I appreciate all the instructions on how to run workshops and activities with your team. At the end of most chapters, the authors explain how to run a workshop to achieve what they describe in the chapter. They walk you through the process (some of these workshops will span several working days) so you’re prepared to lead the activity.I learned about a few new activities from the book:A Question Map: A session with abroad range of stakeholders. You gather questions that each stakeholder has about the customer experience. You then analyze everyone’s input as a group to identify key topics to investigate in your research.A Gallery Tour: When you finish conducting field research, you collect raw information from your sessions like photos of each participant, the journey and ecosystem maps you created, and sticky notes with key insights from each session. Then, you have an open house for other stakeholders to tour the research gallery.The book also explains how to do some activities I’m familiar with, such as brainstorms, How MIght We’s, and Bodystorming.I appreciate the brief section near the end about running remote workshops. The co-author, Patrick Quattlebaum, suggests a few approaches I haven’t considered for remote collaboration, including giving yourself more time to facilitate activities. He says many things take longer to do in remote session due to lagged communications and synthesis steps.I recommend this read, especially if you work at a large organization. If you work at a small organization, you can still pull insights from this book.