Orchestrating Experiences
On designing experiences that unfold across channels and over time, with a strong emphasis on mapping and on the language of experience design.
Related resources
Mapping what a person does, thinks and feels as they try to get something done across a service. Nielsen Norman Group's introduction covers the anatomy and the pitfalls.
Co-author of Service Design: From Insight to Implementation, host of the Power of Ten podcast, and a writer on design at many scales.
A 2021 paper proposing a power literacy framework for service designers, covering privilege, access, goals, roles and rules. Open access copy from TU Delft.
Professor of service design at Köln International School of Design since 1995 and founding president of the Service Design Network.
The community for service, interaction and content designers working in and around the UK government, coordinated through the GOV.UK Service Manual.
A focused journey mapping tool with a free tier, popular with people who want something simpler than a whiteboard and lighter than a platform.