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Articles by Patrick Quattlebaum
Closing the Loop - Rosenfeld Media
Available for pre-order: Design That Scales by Dan Mall! Paperback + Ebooks i Our paperbacks come with a free DRM-free ebook in three common formats: ePUB, Kindle (MOBI), and DAISY. $54.99 Ebooks only i Our DRM-free ebooks are available in three common formats: ePUB, Kindle (MOBI), and DAISY.
User Experience Books | Listly List
by Emily Geisen, Jennifer Romano Bergstrom Usability Testing for Survey Research provides researchers with a guide to the tools necessary to evaluate, test, and modify surveys in an iterative method during the survey pretesting process. It includes examples that apply usability to any type of survey during any stage of development, along with tactics on how to tailor usability testing to meet budget and scheduling constraints.
Orchestrating Experiences
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.
Book Excerpt: Orchestrating Experiences
As a philosophy, commander’s intent reflects a move away from command and control toward crafting a clear vision and empowering semi-autonomous action. It’s no surprise that this type of intent would inspire other organizations grappling with increased complexities and rapid change. You see these dynamics in the adoption of agile approaches in more established organizations.
Orchestrating Experiences
If you embrace the recommended collaborative approaches in your sense-making activities, you and your colleagues should build good momentum toward creating better and valuable end-to-end experiences. In fact, the urge to jump into solution mode will be tempting. Take a deep breath: you have a little more work to do. To ensure that your new insights translate into the right actions, you must collectively define what is good and hold one another accountable for aligning with it.
Orchestrating Experiences
If you embrace the recommended collaborative approaches in your sense-making activities, you and your colleagues should build good momentum toward creating better and valuable end-to-end experiences. In fact, the urge to jump into solution mode will be tempting. Take a deep breath: you have a little more work to do. To ensure that your new insights translate into the right actions, you must collectively define what is good and hold one another accountable for aligning with it.
Orchestrating Experiences: Pinning Down Touchpoints
Editors Note: This is an abridged excerpt from chapter two of Orchestrating Experiences: Collaborative Design for Complexity by Chris Risdon and Patrick Quattlebaum. It is available from Rosenfeld Media in paperback and ebook. The term touchpoint, along with channel, has slowly made its way into the lexicon of organizations primarily via the marketing function. Marketing traditionally creates a demand for products and services through campaigns targeted at customer segments.
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