Orchestrating Experiences. Chris Risdon

for the Workshop

       Running the Workshop

       After the Workshop

       CHAPTER 4 Orienting Around Journeys

       What Is a Journey?

       Journeys Are Made of Moments

       There Are Many Types of Journeys

       Journeys Are Valuable to Everyone

       Journey: The Hub of Empathy and Understanding

       Unpacking End-to-End Experiences

       Getting Started with Journeys

       Coda

       PART II: INSIGHTS AND POSSIBILITIES

       CHAPTER 5 Mapping Experiences

       What’s an Experience Map?

       Mapping with Confidence

       Learning Your Customers’ Stories

       Making Sense of What You Learned

       Communicating What Matters

       Coda

       CHAPTER 5 WORKSHOP Experience Mapping

       Workshop Objectives

       Agenda

       Preparing for the Workshop

       Running the Workshop

       After the Workshop

       CHAPTER 6 Defining Experience Principles

       A Common DNA

       Playing Together

       Identifying Draft Principles

       Crafting for Adoption and Impact

       Coda

       CHAPTER 6 WORKSHOP Experience Principles Refinement

       Workshop Objectives

       Agenda

       Preparing for the Workshop

       Running the Workshop

       After the Workshop

       CHAPTER 7 Identifying Opportunities

       Opportunities Are Not Solutions

       What Is an Opportunity?

       Opportunities, Intent, and Timing

       Communicating Opportunities

       Coda

       CHAPTER 7 WORKSHOP Opportunity Identification and Prioritization

       Workshop Objectives

       Example Pitch to Participants

       Agenda

       Preparing for the Workshop

       Running the Workshop

       After the Workshop

       PART III: VISION AND ACTION

       CHAPTER 8 Generating and Evaluating Ideas

       Leading the Hunt for Ideas

       Structure and Focus

       Inputs and Constraints

       Expression and Form

       Evaluation and Prioritization

       Coda

       CHAPTER 8 WORKSHOP From Ideas to Narratives

       Workshop Objectives

       Agenda

       Preparing for the Workshop

       Running the Workshop

       After the Workshop