Patrick Quattlebaum
CEO at Harmonic Design
Patrick Quattlebaum (PQ) is a designer, consultant, and teacher who gets up every morning to bring creativity, rigor, and humanity to problem-solving. As CEO of Harmonic Design, he leads a growing team of service designers and consults with executive leaders to create optimal business, customer, and employee value exchanges.
With more than two decades of experience in design strategy and service design, Patrick places a premium on pushing design practice to be more outcome-oriented, participatory, and inclusive. He is the co-author of Orchestrating Experiences: Collaborative Design for Complexity, in which he shares his design philosophy and its practical applications to services, journeys, and value creation within complex organizations.
Before co-founding Harmonic, Patrick was Head of Service Design at Capital One and Managing Director at Adaptive Path.
Patrick Quattlebaum
CEO at Harmonic Design
Patrick Quattlebaum (PQ) is a designer, consultant, and teacher who gets up every morning to bring creativity, rigor, and humanity to problem-solving. As CEO of Harmonic Design, he leads a growing team of service designers and consults with executive leaders to create optimal business, customer, and employee value exchanges.
With more than two decades of experience in design strategy and service design, Patrick places a premium on pushing design practice to be more outcome-oriented, participatory, and inclusive. He is the co-author of Orchestrating Experiences: Collaborative Design for Complexity, in which he shares his design philosophy and its practical applications to services, journeys, and value creation within complex organizations.
Before co-founding Harmonic, Patrick was Head of Service Design at Capital One and Managing Director at Adaptive Path.
Sessions
Beyond the hero journey: Forging integrated practices for enduring change
Many organizations introduce journey management with the pride of the hero’s journey, positioning as a platform-enabled capability that can wrangle maps, govern decisions, and finally make an organization truly customer centric. This talk challenges this frame, bringing forward the power of “third ways”—new, integrated practices where journey management becomes a critical ingredient in driving continuous learning and change. We’ll explore the management side of journey management and how to forge genuine partnerships that create an integral, valued practice that drives sustainable business outcomes.
Journeys & ecosystems
Design leadershipIntegrating Journey Management for Real Impact
Journey management holds the promise of transformation, but its value doesn’t come from tools or maps alone. To create enduring/lasting change, organizations must weave journey practices into the systems, relationships, and decision-making that drive day-to-day work.
In this hands-on workshop, we'll build on our talk/we'll explore how integration really happens in organizations. We’ll identify the touchpoints where journey management can connect with existing practices, strengthen partnerships across functions, and drive continuous learning that leads to measurable outcomes.
For who
CX leaders, product managers, and service design leaders ready to move toward embedding practices that create lasting business value.
Key takeaways
A broadened view of how journey management integrates beyond mapping into strategy, operations, and governance.
Tools to spot integration points and tailor practices to your organization’s needs.
Practical methods to demonstrate impact, secure stakeholder support, and sustain momentum.
Design leadershipJourneys & ecosystems