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.
In Luke’s last post he talked about how most UX designers don’t pay enough attention to non-visual touchpoints. This post is about something bigger. There’s a second aspect to the way we’ve limited our scope of involvement, and its making us miss out on influencing business strategy and being part of a wider customer experience solution.