Mapping Experiences and Orchestrating Touch Points

Thursday, April 4, 2013

Full Day Workshop – 9:00 AM to 5:00 PM

Organizations continue to struggle with understanding and designing for the complex ecosystems in which they engage their customers. This workshop will teach you better ways to approach the challenges of this cross-channel, multiple touchpoint world. We’ll introduce you to a sensible framework to learn what customers are really facing in their journeys and how to communicate those insights in ways that create shared understanding and, ultimately, better experiences. You will learn ways to ensure each of your touchpoints is appropriate, and meaningful, while remaining part of cohesive whole.

The structure for the day will be a mix of shared insights and case studies followed by group activities. You will walk away with:

  • A framework for mapping experiences across time and space
  • Techniques for designing experience maps to create empathy and incite action
  • Methods for moving from insights to concepts
  • Tips for engaging your organization to plan and deliver seamless experiences

Chris Risdon

Photo of Chris Risdon

Chris is a lead experience designer at Adaptive Path. He started a journeyman career in information architecture and product strategy in 1997. Over the past 14 years has applied a combination of IA, graphic, and interaction design to successful products and services for both large enterprises and start-ups.

Chris holds an MFA in design from the Savannah College of Art & Design and spends any extra time as an educator, teaching Adaptive Path’s UX Intensive workshops and as a professor at the Austin Center for Design

Patrick Quattlebaum

Photo of Patrick QuattlebaumPatrick Quattlebaum is a Design Director at Adaptive Path. Patrick craves taking on the most complex design problems he can find regardless of the medium or context. He passionately advocates for elevating the humanity within institutions to ensure both business and community sustainability.

Patrick received a MS in Information Design & Technology from the Georgia Institute of Technology, but he is thankful everyday for his humanities degree in English Literature. Patrick is a frequent contributor to Adaptive Path’s thought leadership and consulting practice on the topics of strategy, service design, cross-channel architecture, and design methodology and management.