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.
"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
"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
"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