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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.
The Roots of Ethnicity
In The Roots of Ethnicity, Ronald R. Atkinson argues that although colonial rule and its aftermath have played a major role in shaping the particular manifestations of ethnicity in Africa, many sociohistorical developments crucial to current expressions of ethnicity can be traced to a past long before the colonial period. Atkinson develops his argument through an exhaustive examination of the origins of the collective identity of the Acholi of present-day northern Uganda. His study makes clear that by the time of European conquest the essential foundations and the crucial parameters for the evolution of Acholi society and ethnic consciousness had long been established. In presenting his argu...
A Guide to Service Blueprinting
From essential elements to the finer points of evolution planning, this guide has everything you need to start creating and using your own service blueprints.
Unbundling the Enterprise
“Unbundling the Enterprise...blew me away. It is a combination of some of my favorite books: Dr. Carliss Baldwin's Design Rules and Eric Evans's Domain Driven Design with the strategic insights akin to Good to Great and Reengineering the Corporation.” —Gene Kim, researcher and bestselling author of The Phoenix Project and Wiring the Winning Organization Unbundling the Enterprise provides a blueprint for organizations to remain relevant and maximize growth in the digital economy by embracing the flexibility and optionality enabled by APIs. Drawing on real-world examples of both innovative “digital pirates” and legacy “digital settlers,” authors Stephen Fishman and Matt McLarty a...
Storytelling in Design
With the wide variety of devices, touch points, and channels in use, your ability to control how people navigate your well-crafted experiences is fading. Yet it’s still important to understand where people are in their journey if you’re to deliver the right content and interactions atthe right time and on the right device. This practical guide shows you how storytelling can make a powerful difference in product design. Author Anna Dahlström details the many ways you can use storytelling in your projects and throughout your organization. By applying tried-and-tested principles from film and fiction to the context of design and business, you’ll learn to create great product experiences. Learn how the anatomy of a great story can make a difference in product design Explore how traditional storytelling principles, tools, and methods relate to key product design aspects Understand how purposeful storytelling helps tell the right story and move people into action Use storytelling principles to tell, sell, and present your work
Architectural Intelligence
Architects who engaged with cybernetics, artificial intelligence, and other technologies poured the foundation for digital interactivity. In Architectural Intelligence, Molly Wright Steenson explores the work of four architects in the 1960s and 1970s who incorporated elements of interactivity into their work. Christopher Alexander, Richard Saul Wurman, Cedric Price, and Nicholas Negroponte and the MIT Architecture Machine Group all incorporated technologies—including cybernetics and artificial intelligence—into their work and influenced digital design practices from the late 1980s to the present day. Alexander, long before his famous 1977 book A Pattern Language, used computation and str...
Inventing the Medium
A foundational text offering a unified design vocabulary and a common methodology for maximizing the expressive power of digital artifacts. Digital artifacts from iPads to databases pervade our lives, and the design decisions that shape them affect how we think, act, communicate, and understand the world. But the pace of change has been so rapid that technical innovation is outstripping design. Interactors are often mystified and frustrated by their enticing but confusing new devices; meanwhile, product design teams struggle to articulate shared and enduring design goals. With Inventing the Medium, Janet Murray provides a unified vocabulary and a common methodology for the design of digital ...
Mapping Experiences
Customers who have inconsistent experiences with products and services are understandably frustrated. But it's worse for organizations that can't pinpoint the causes of these problems because they're too focused on processes. This updated book shows your team how to use alignment diagrams to turn valuable customer observations into actionable insight. With this powerful technique, you can visually map existing customer experience and envision future solutions. Designers, product and brand managers, marketing specialists, and business owners will discover how experience diagramming helps you determine where business goals and customer perspectives intersect. Armed with this insight, you can p...
The Experience-Centric Organization
Is your organization prepared for the next paradigm of customer experience, or will you be left behind? This practical book will make you a winner in a market driven by experience, enabling you to develop desirable offerings and standout service to attract loyal customers. Author Simon Clatworthy shows you how to transform your organization into one that aligns your customers’ experiential journey with platforms, organizational structures, and strategic alliances. Rather than treat customer experience as an add-on to product and service design, you’ll discover how experience-centricity can drive the whole organization. Learn the five steps necessary to transform into an experience-centric organization Explore the underlying structure needed to design and deliver memorable experiences Understand how customers and clients experience products and services Develop experiential DNA as an extension of your brand DNA Be proactive by translating cultural trends into experiences
Creative Burst
Despite the limitations many User Experience teams face—budget and time constraints, lack of formal authority—UX practitioners are uniquely poised to provide strategic value to product organizations. Still, many UX teams struggle to prove they're capable of leading strategy, not just following it. Creative Burst details how one UX team took product strategy into their own hands. The author, a UX designer with a masters' degree and two decades of experience making websites and software, shares how her team leveraged focused bursts of creativity to cultivate an environment that embraced innovation. The program was not a massive success at the outset, but innovation requires iteration, and ...
