Business Origami - UX Week 2011 Workshop

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Originally presented at UX Week 2011. Business Origami is a method invented by the Hitachi Design Center. Since I only learned about it over dinner conversation, all method how-to & details have been …

Originally presented at UX Week 2011. Business Origami is a method invented by the Hitachi Design Center. Since I only learned about it over dinner conversation, all method how-to & details have been added by myself and any faults here are my own.

Here's the workshop description:

Business origami is a simple, powerful method for modelling services and systems that you can learn to use quickly and get great results in your own design projects. The simplicity is on the surface. Business origami uses stylized paper cutouts to represent the different parts of a system: the people, the locations, and channels used as well as the specific touchpoints and interactions of individual scenarios. These cutouts are arranged on a horizontal whiteboard, which allows participants to show relationships in the system, including different venues, the flow from one area to another, and the value exchanged at each interaction.

The power comes from participation. Business origami shines in a codesign workshop setting. Since it offers direct, hands-on tokens it’s easy for everyone to contribute instead of requiring skill with diagramming software or flowchart conventions. By involving a cross-section of business representatives, users, and members of the design team you can quickly capture models of current experiences and then explore opportunities for improvement or create entirely new designs. Because the model is immediate and tangible it creates a shared visual reference that builds common understanding, unifying the team and the vision for the project.

This participation increases buy-in, creates common ground, and helps you facilitate a successful solution. The sessions themselves are powerful experiences for participants, but you can also use business origami models to document journey maps, scenarios, service blueprints and other downstream design deliverables.

In this session with Jess McMullin you’ll learn the fundamentals of service design (so we’re on the same page), participate in a modeling exercise yourself for current and future systems, and then analyze that model to document new opportunities. We’ll also share tips and tricks that make for successful business origami sessions and discuss how this method fits neatly into your current design process, whether you’re consciously doing cross-channel design or not.

More in: Design , Business , Technology
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  • 1. Business OrigamiPaper Prototyping for Service & Systems Design!"##$%&%(()*$+$,-"##.&.(()*$+$-"##$/0$&12*$340$&5$6)72"*$89:";)"*&"$/<$=>?$=@AA$+$BC$D""E$ CENTRE FOR CITIZEN EXPERIENCE
  • 2. Business Origami Session CENTRE FOR CITIZEN EXPERIENCE
  • 3. Our Agenda TodayTime Content/Activity Format0900-0915 Introductions, Ground Rules, Session Expectations Presentation and Discussion0915-0930 Service Design Concepts & Vocabulary Presentation and Discussion0930-1000 Business Origami Introduction & Elements Presentation and Discussion Planning a Business Origami Workshop1000-1030 Example Case Introduction, Origami Exercise Setup & Start Hands-on Exercise1030-1100 Morning Break --1100-1130 Current State Completion & Sharing Hands-on Exercise1130-1200 Future State Exploration & Sharing Hands-On Exercise1200-1230 Origami Analysis, Outputs, Q&A Presentation & DIscussion1230 Lunch -- CENTRE FOR CITIZEN EXPERIENCE
  • 4. Welcome and Introductions »  DF;E)*<$F*$1G"$H"I$)*$J"#)<*$ 5*J$BC$#)*&"$AKKL$ »  M)<$)*1F$1G"$&F..*)1N$ »  6FOF*J"J$1G"$P/$P*#711"$ »  QF*J"J$*QF;.?$5$BC$R;.?$)*$ =@@S$ »  T15;1"J$65*9$ »  6FOF*J"J$4U";(5:$ »  6F&G5);"J$P/$T..)1$=@AA$V$ *FH$=@A=$ »  WFH$HF;E)*<$1F$<;FH$1G"$ 6"*1;"$OF;$6)72"*$89:";)"*&"$ CENTRE FOR CITIZEN EXPERIENCE
  • 5. OK, NOW IT’SYOUR TURN… CENTRE FOR CITIZEN EXPERIENCE
  • 6. @KA>$SERVICE DESIGN:GETTING ON THESAME PAGE CENTRE FOR CITIZEN EXPERIENCE
  • 7. WHAT IF I DON’T GET TO DOTHIS STUFF IN MY DAY JOB?SHOULD I EVEN CARE? ORSHOULD I TRY TO SNEAK INTOLUKE W’S SESSION? CENTRE FOR CITIZEN EXPERIENCE
  • 8. SERVICES http://www.flickr.com/photos/childofwar CENTRE FOR CITIZEN EXPERIENCE
  • 9. PEOPLEhttp://www.flickr.com/photos/procsilas CENTRE FOR CITIZEN EXPERIENCE
  • 10. CHANNELShttp://www.flickr.com/photos/eridius/ CENTRE FOR CITIZEN EXPERIENCE
  • 11. TOUCHPOINTSwww.flickr.com/photos/epsos CENTRE FOR CITIZEN EXPERIENCE
  • 12. INTERACTIONS http://www.flickr.com/photos/dm-set CENTRE FOR CITIZEN EXPERIENCE
  • 13. DEFINING MOMENTShttp://www.flickr.com/photos/adrianclarkmbbs CENTRE FOR CITIZEN EXPERIENCE
  • 14. EXPERIENCEShttp://www.flickr.com/photos/justmeandthemoon CENTRE FOR CITIZEN EXPERIENCE
  • 15. SERVICE DESIGNVOCABULARY CENTRE FOR CITIZEN EXPERIENCE
  • 16. FRONT STAGE CENTRE FOR CITIZEN EXPERIENCE
  • 17. BACKSTAGE CENTRE FOR CITIZEN EXPERIENCE
  • 18. SUPPORT CENTRE FOR CITIZEN EXPERIENCE
  • 19. EVIDENCE (CUES, AFFORDANCES) CENTRE FOR CITIZEN EXPERIENCE
  • 20. SERVICE DESIGNPROCESS CENTRE FOR CITIZEN EXPERIENCE
  • 21. Diverge & Converge CENTRE FOR CITIZEN EXPERIENCE
  • 22. THE DOUBLE DIAMOND follow @designcouncil!"#$%&( !)"* !#"+* !&,%- X51G";$3515$ Q;5."$1G"$Y;FI(".$ 89:(F;"$TF(7F*#$ 8U5(51"$TF(7F*#$ 6;"51"$6F*&":1#$ 3"R*"$T&F:"$ 8U5(51"$TF(7F*#$ 3"U"(F:$TF(7F*#$ 6F((5IF;57U"$6FJ"#)<*$ T"1$Z"#F;&"#$ Z"R*"$TF(7F*#$ 3F&."*1$TF(7F*#$M5#"J$F*$1G"$B[$3"#)<*$6F*&)(#$)*]J":1G$#1JN$FO$J"#)<*$5*J$)**FU57F*$5::;F5&G"#$51$("5J)*<$R;.#$#&G$5#$YG)():#?$^"<F?$5*J$P384_$ CENTRE FOR CITIZEN EXPERIENCE
  • 23. SOMESERVICE DESIGNMETHODS CENTRE FOR CITIZEN EXPERIENCE
  • 24. FIELD RESEARCH CENTRE FOR CITIZEN EXPERIENCE
  • 25. CODESIGN CENTRE FOR CITIZEN EXPERIENCE
  • 26. STORYTELLING G`:abbHHH_c)&E;_&F.b:GF1F#b-F**N<F(J#1")*$ CENTRE FOR CITIZEN EXPERIENCE
  • 27. VISUAL THINKING CENTRE FOR CITIZEN EXPERIENCE
  • 28. Journey Mapping CENTRE FOR CITIZEN EXPERIENCE
  • 29. Filling out the student journey CENTRE FOR CITIZEN EXPERIENCE
  • 30. Service Blueprint%5;N$!F$M)1*";?$/;)2F*5$T151"$B*)U";#)1N$•  YGN#)&5($8U)J"*&"$•  6#1F.";$/&7F*#$•  4*#15<"?$6#1F.";$Q5&)*<$8.:(FN""$/&7F*#$•  M5&E#15<"?$$8*5I()*<$8.:(FN""$/&7F*#$•  T::F;1$Y;F&"##"#$G`:abb:"F:("_)#&GFF(_I";E"("N_"Jbd<(#GEFbPT=eSZ"5J)*<#bT";U)&"M(":;)*7*<_:JO$ CENTRE FOR CITIZEN EXPERIENCE
  • 31. CENTRE FOR CITIZEN EXPERIENCE
  • 32. Swimlanes !"#$%%&()*+,(*-CENTRE FOR CITIZEN EXPERIENCE
  • 33. SKETCHINGG`:abbHHH_c)&E;_&F.b:GF1F#b&G57;NHF;(J$ CENTRE FOR CITIZEN EXPERIENCE
  • 34. PROTOTYPING+MODELING CENTRE FOR CITIZEN EXPERIENCE
  • 35. How do we sketch orprotoype a service? CENTRE FOR CITIZEN EXPERIENCE
  • 36. Concept Video follow @adaptivepath !"#$%%...+/0*(&1(&+,2%,31456(7/)&*/&1%0(,8*/&19%:/);3&92&0<3==>??@:)/9/&12A(&:2&/=B+#0- @02#A7/-:21!-@8)()2-C)(.9/)- CENTRE FOR CITIZEN EXPERIENCE
  • 37. 3D Rendering !"#$%%...+/0*(&1(&+,2%,31456(7/)&*/&1%0(,8*/&19%:/);3&92&0<3==>??@:)/9/&12A(&:2&/=B+#0- CENTRE FOR CITIZEN EXPERIENCE
  • 38. Bodystorming / Improv / Roleplay L!2&;9-M*/032N8&;3/- !"#$%%...+D3,;)+,(*%#!(1(9%E32&%FGHFGIJKFK- CENTRE FOR CITIZEN EXPERIENCE
  • 39. Toy Models or Walkthroughs @brycej !"#$%%...+D3,;)+,(*%#!(1(9%O)4,/N%PHQJKPQQBJ- CENTRE FOR CITIZEN EXPERIENCE
  • 40. Lego Serious Play ™ R)(*-SSL-T/936&-U/9/2),!-?(&/)/&,/-PQQB- !"#$%%1)/E+30+331+/08%/7/&19%0),%PQQG%!391()4+!1*=- CENTRE FOR CITIZEN EXPERIENCE
  • 41. Engine Service Design follow @hereAtEngine !"#$%%...+/&63&/6)(8#+,(+8;%9/)73,/50/936&%*5#26/%0/9;1(#5.2=;1!)(86!9- CENTRE FOR CITIZEN EXPERIENCE
  • 42. Sarah Drummond, Snook follow @rufflemuffin !"#$%%./2)/9&((;+,(*- !"#$%%/)689O399/1+,(*%A901%PQVQ%QV%QB%0/9;1(#W.2=;1!)(86!%- CENTRE FOR CITIZEN EXPERIENCE
  • 43. @KS@$BUSINESS ORIGAMI CENTRE FOR CITIZEN EXPERIENCE
  • 44. Paper prototyping for systems design CENTRE FOR CITIZEN EXPERIENCE
  • 45. Weatherhead at Case Western !"#$%%...+D3,;)+,(*%#!(1(9%9#)3&6X/=0!(*/)- CENTRE FOR CITIZEN EXPERIENCE
  • 46. Hitachi Design Center !"#$%%...+!312,!3+,(+N#%0/936&%X/=0%/E#/)3/&,/%O893&/995()362*3%3&0/E+!1*=- CENTRE FOR CITIZEN EXPERIENCE
  • 47. WHY BUSINESSORIGAMI? CENTRE FOR CITIZEN EXPERIENCE
  • 48. Creating a shared vision• Everyone can participate*• It’s tangible and concrete• It’s low fidelity* I have yet to run a remote origami session. CENTRE FOR CITIZEN EXPERIENCE
  • 49. Business Value is ExplicitValue Centered Design CENTRE FOR CITIZEN EXPERIENCE
  • 50. Great at modeling multi-channel• Works for service design• Also works for any systems design with many moving pieces: Twitter, Facebook, other APIs, mobile, etc. CENTRE FOR CITIZEN EXPERIENCE
  • 51. Integrating with your current design toolkitWhere does this fit? CENTRE FOR CITIZEN EXPERIENCE
  • 52. Back to the Double Diamond!"#$%&( !)"* !#"+* !&,%- X51G";$3515$ Q;5."$1G"$Y;FI(".$ 89:(F;"$TF(7F*#$ 8U5(51"$TF(7F*#$ 6;"51"$6F*&":1#$ 3"R*"$T&F:"$ 8U5(51"$TF(7F*#$ 3"U"(F:$TF(7F*#$ 6F((5IF;57U"$6FJ"#)<*$ T"1$Z"#F;&"#$ Z"R*"$TF(7F*#$ 3F&."*1$TF(7F*#$M5#"J$F*$1G"$B[$3"#)<*$6F*&)(#$)*]J":1G$#1JN$FO$J"#)<*$5*J$)**FU57F*$5::;F5&G"#$51$("5J)*<$R;.#$#&G$5#$YG)():#?$^"<F?$5*J$P384_$ CENTRE FOR CITIZEN EXPERIENCE
  • 53. BUSINESSORIGAMIELEMENTS CENTRE FOR CITIZEN EXPERIENCE
  • 54. PEOPLEPLACESTOOLSTIME CENTRE FOR CITIZEN EXPERIENCE
  • 55. BUSINESS ORIGAMI CREATES AMINIATURE MOVIE SET, WITH PROPSAND ACTORS TO TELL STORIES CENTRE FOR CITIZEN EXPERIENCE
  • 56. The Elements•  The Canvas•  Areas•  People•  Things•  Places•  Clouds•  Actions•  Flow•  Value Exchange CENTRE FOR CITIZEN EXPERIENCE
  • 57. The CanvasL!/-?2&729-)#$#).:(N$1G"$#15<"$OF;$1G"$"*7;"$.FJ"(_$/$&5*U5#$&5*$I"$&F.:("1"(N$I(5*E?$F;$)1$&5*$)*&(J"$I5&E<;F*J$)*OF;.57F*$()E"$;"#"5;&G$R*J)*<#$F;$:";#F*5#?$F;$#:"&)R&$#1;&1;"$1F$<)J"$1G"$.FJ"(#$J"U"(F:."*1?$#&G$5#$5$-F;*"N$.5:_$D)1G$5$.F;"$#:"&)R&$:;F&"##?$1G";"$.5N$I"$#"U";5($&5*U5#"#$OF;$J)f";"*1$:5;1#$FO$1G"$:;F&"##_$ CENTRE FOR CITIZEN EXPERIENCE
  • 58. Areas@)/29$#GFH$IF*J5;)"#$F*$1G"$&5*U5#_$P1".#$)*$1G"$#5."$5;"5$&5*$)*1";5&1$J);"&1(N$H)1G$"5&G$F1G";_$Y)"&"#$)*$J)f";"*1$5;"5#$;"g);"$#F."$1FF($1F$&F**"&1?$#&G$5#$5$:GF*"_$/;"5#$.5N$"9)#1$51$J)f";"*1$#&5("#$F*$1G"$#5."$&5*U5#?$#&G$5#$5$*")<GIF;GFFJ$5#$F*"$5;"5?$5*J$5$&Ff""$#GF:$5#$5*F1G";$5;"5_$ CENTRE FOR CITIZEN EXPERIENCE
  • 59. People:/(#=/$&5*$I"$;":;"#"*1"J$5#$)*J)U)J5(#$F;$5#$<;F:#_$QF;$.F#1$)*1";5&7F*#?$)*J)U)J5(#$5;"$I"`";$OF;$#1F;N1"(()*<$5*J$J"#)<*$#:"&)R&)1Nh<;F:#$5;"$1FF$U5<"_$ CENTRE FOR CITIZEN EXPERIENCE
  • 60. ThingsL!3&69$5;"$#).:(N$FI-"&1#$1G51$:"F:("$)*1";5&1$H)1G$F*$1G"$&5*U5#_$6F..F*$1G)*<#$)*&(J"$U"G)&("#$5*J$&F..*)&57F*$1"&G*F(F<N_$41G";$1G)*<#$.5N$G"(:$#GFH$J"15)($F*$1G"$#"1?$#&G$5#$5$#";U)&"$&F*1";_$ CENTRE FOR CITIZEN EXPERIENCE
  • 61. Places:=2,/9$5;"$HG";"$:"F:("$5;"$F*$1G"$&5*U5#_$/*$5;"5$.5N$&F*15)*$#"U";5($:(5&"#_$Y(5&"#$5;"$Fi"*$;":;"#"*1"J$IN$I)(J)*<#_$P*$F1G";$&F*1"91#?$5$:(5&"$.5N$I"$1G"$)*1";)F;$FO$5$U"G)&("?$F;$5*$F1#)J"$(F&57F*$#&G$5#$5$:5;E_$ CENTRE FOR CITIZEN EXPERIENCE
  • 62. Clouds?=(809$5;"$#).:(N$*J"R*"J$5;"5#$FO$1G"$#N#1"._$Y"F:("$&5*$)*1";5&1$H)1G$&(FJ#$H)1GF1$#GFH)*<$1G"$)*1";*5($#1":#$F;$"("."*1#$FO$1G"$&(FJ_$B#"$&(FJ#$OF;$F1$FO$#&F:"$5;"5#?$F;$HG"*$NF$5;"$*F1$)*1";"#1"J$)*$GFH$5*$5;"5$HF;E#$F;$&F(J$I"$).:;FU"J_$6(FJ#$("1$NF$5JJ;"##$:5;1#$FO$1G"$#N#1".$H)1GF1$G5U)*<$1F$15E"$7."$J"15)()*<$GFH$1G"N$HF;E_$ CENTRE FOR CITIZEN EXPERIENCE
  • 63. Actions@,A(&9$#GFH$GFH$:"F:("$)*1";5&1$H)1G$F1G";$"("."*1#$F*$1G"$&5*U5#$)*&(J)*<$:"F:("?$1G)*<#?$5*J$#F."7."#$:(5&"#_$/&7F*#$5;"$5(.F#1$5(H5N#$1HF]H5N?$5*J$#GFH$IF1G$1G"$5&7F*$5*J$1G"$;"#:F*#"_$ CENTRE FOR CITIZEN EXPERIENCE
  • 64. FlowR=(.$#GFH#$1G"$FU";5(($.FU"."*1$1G;F<G$1G"$#1F;)"#$F;$#&"*5;)F#$F1()*"J$F*$1G"$&5*U5#_$Y"F:("$5*J$1G)*<#$.5N$.FU"$O;F.$F*"$:(5&"$1F$5*F1G";$FU";$1G"$&F;#"$FO$1G"$#1F;N?$5*J$J;5H)*<$1G"$cFH$&5*$G"(:$:"F:("$HGF$U)"H$1G"$&5*U5#$(51";$*J";#15*J$1G"$#&"*5;)F$I"`";_$TF."7."#$cFH$.5N$#).:(N$I"$#GFH*$IN$*5;;57*<$1G"$#&"*5;)F$F1$(FJ_$Q(FH$#5((N$&F."#$5i";$1G"$;"#1$FO$1G"$.FJ"($)#$I)(1?$#)*&"$)1$)#$#1F;N]J":"*J"*1_$B#"$5$J)f";"*1$&F(F;$F;$J5#G"#$OF;$cFH$5;;FH#_$jF$.5N$5(#F$*.I";$1G"$#1":#$)*$5$cFH$OF;$&(5;)1N_$ CENTRE FOR CITIZEN EXPERIENCE
  • 65. Value ExchangeY2=8/->E,!2&6/-#GFH#$HG51$#:"&)R&$U5("$)#$&;"51"J$OF;$"5&G$:5;1N$)*$5*$)*1";5&7F*_$0G)#$)#$5*$"9:()&)1$J"&(5;57F*$OF;$"5&G$)*1";5&7F*$5*J$.5N$)*&(J"$R*5*&)5($F;$#F&)5($U5("_$ CENTRE FOR CITIZEN EXPERIENCE
  • 66. TIP:FIDELITY VS. GENERALIZATION CENTRE FOR CITIZEN EXPERIENCE
  • 67. LET’S BUILD AQUICK MODELON SCREEN CENTRE FOR CITIZEN EXPERIENCE
  • 68. CENTRE FOR CITIZEN EXPERIENCE
  • 69. CENTRE FOR CITIZEN EXPERIENCE
  • 70. CENTRE FOR CITIZEN EXPERIENCE
  • 71. CENTRE FOR CITIZEN EXPERIENCE
  • 72. CENTRE FOR CITIZEN EXPERIENCE
  • 73. CENTRE FOR CITIZEN EXPERIENCE
  • 74. CENTRE FOR CITIZEN EXPERIENCE
  • 75. CENTRE FOR CITIZEN EXPERIENCE
  • 76. CENTRE FOR CITIZEN EXPERIENCE
  • 77. CENTRE FOR CITIZEN EXPERIENCE
  • 78. CENTRE FOR CITIZEN EXPERIENCE
  • 79. CENTRE FOR CITIZEN EXPERIENCE
  • 80. PLANNING ABUSINESSORIGAMI SESSION CENTRE FOR CITIZEN EXPERIENCE
  • 81. The Steps in the Process•  Prep•  Materials•  Design the Brief•  Assemble the Team•  Setup•  Workshop(s)•  Document CENTRE FOR CITIZEN EXPERIENCE
  • 82. Prep CENTRE FOR CITIZEN EXPERIENCE
  • 83. Materials• Business Origami Cutouts (~1 set per group per canvas)•  Whiteboards, Dry Erase Sheets, or Plotted & Laminated Canvas (1 set per group)•  Dry Erase Markers (2+ colors, several per group)•  Tape & Scissors (1 per group)•  Digital Camera CENTRE FOR CITIZEN EXPERIENCE
  • 84. Design the Brief• Exploratory vs. Structured• Current vs. Future• Experimentation vs. Validation• Shared Vision vs. Concrete Requirements CENTRE FOR CITIZEN EXPERIENCE
  • 85. What are your goals?!"#$%&( !)"* !#"+* !&,%- CENTRE FOR CITIZEN EXPERIENCE
  • 86. Assemble the Team•  Who should be there?•  How many groups? – How many facilitators?•  Scaling to large groups•  Include the brief with the invitation so the people have the right expectations for the session. CENTRE FOR CITIZEN EXPERIENCE
  • 87. Room Setup• Round Tables work best• Audio for large workshops• Decent lighting CENTRE FOR CITIZEN EXPERIENCE
  • 88. Workshop(s)•  Introductions•  Assign Groups if needed•  Share the Brief, emphasize value exchange•  Encourage action vs. simply talking in your groups. People will often prefer to talk, help them break inertia by encouraging them to demonstrate their point with the origami pieces.•  Capture and Next Steps CENTRE FOR CITIZEN EXPERIENCE
  • 89. Capture & Document• Tape & keep the canvas• Capture Ideas Generated in a Separate template• Photographs, video, diagrams• Fuel Other Deliverables CENTRE FOR CITIZEN EXPERIENCE
  • 90. EXERCISE: A@@@$IMPROVINGAIR TRAVEL CENTRE FOR CITIZEN EXPERIENCE
  • 91. Meet your latest client!!"#$%"& CENTRE FOR CITIZEN EXPERIENCE
  • 92. aerojet project outline + key challenges Current Project: As part of the quality improvement team, you are tasked to come up with a strategy to improve the bottom line as well as the overall Aerojet Guest experience. ["N$&;;"*1$&G5(("*<"#a$ A_ Q"($&F#1#$5*J$W"91]X"*$5);&;5i#$H)1G$I"`";$O"($"k&)"*&)"#$ =_ T"5#F*5($J".5*J$c&157F*#$lG)<G"#1$)*$mSn$ S_ /(1";*57U"$;"U"*"$&G5**"(#$l"_<_?$/";F-"1$o5&57F*#n$ e_ 6F*1;F($&F#1#$IN$)*&;"5#)*<$Y;FJ&7U)1N$5*J$8k&)"*&N$l5);&;5i$7()257F*n$ >_ P*&;"5#)*<$(5*J)*<$O""#$ L_ 8.:(FN""$&F.:"*#57F*$5*J$5I)()1N$1F$&GFF#"$)*&"*7U"$F:7F*#$$ p_ Z"J&"$T5("#$5*J$%5;E"7*<$&F#1#$ q_ /((F&57*<$&5:5&)1N$1F$0F;F*1F$1;5U"($.5;E"1$ K_ ^"##$7."$H5)7*<$F*$15;.5&$H5)7*<$OF;$15E"Ff$ A@_ $T:"&)R&$&G5(("*<"#$O5&"J$INa$I#)*"##$1;5U"(";#?$NF*<$O5.)()"#?$5*J$;"7;""#$ CENTRE FOR CITIZEN EXPERIENCE Y5<"$K=$
  • 93. aerojet personas Winston Roberts Megan O Reilly Frank Kovarick Business Traveler Young stay at home mom Semi-retired energy consultant 42 years old 25 years old 67 years old Auto Trader & Sales Has 3 month old baby Avid Golfer Y5<"$KS$ CENTRE FOR CITIZEN EXPERIENCE
  • 94. USE BUSINESSORIGAMI TO SHOWHOW THINGS WORKTODAY CENTRE FOR CITIZEN EXPERIENCE
  • 95. TIP:LISTING VS. PLACING ELEMENTS CENTRE FOR CITIZEN EXPERIENCE
  • 96. Air Travel ModelPLAN PREPARE TRAVEL PARTICIPATE RETURN CENTRE FOR CITIZEN EXPERIENCE
  • 97. Air Travel Experience Elements• 3"&)J"$1F$1;5U"($ Sleep• 6GFF#"$(F&57F*$ Service• 6GFF#"$J51"$ Bathroom• T"5;&G$5);()*"$b$c)<G1#$ Chasing kids /Calming kids• 6F.:5;"$ Descent• Y;&G5#"$ Buckle Up• %5E"$5;;5*<"."*1#$51$J"#7*57F*$ LandinglGF1"($b$&5;$b$#&G"J("n$ Pressure change• Y5&E$ Taxi• 0;5U"($3F&."*1#$ Wait• 6F*R;.$c)<G1$ Deplane• X"1$1F$5);:F;1$ Get all carry on luggage• 6G"&E$P*$ Get all family members• 6G"&E$I5<#$ Exit skyway• 6("5;$6#1F.#$ Find baggage claim• 6("5;$T"&;)1N$ Wait• D5)1$OF;$IF5;J)*<$ Baggage• MF5;J$ Customs• Q)*J$T"51$ Find airport exit• T1FH$&5;;N$F*$ Get transport• Q()<G1$#5O"1N$ Wait• 05E"Ff$ Load luggage• Q(N)*<$ Load people• P*$65I)*$8*1";15)*."*1$ Drive / Navigate• %N$FH*$8*1";15)*."*1$ Arrive at destination• DF;E$ CENTRE FOR CITIZEN EXPERIENCE
  • 98. A@S@$BREAK CENTRE FOR CITIZEN EXPERIENCE
  • 99. AAS@$BACK FROM BREAK:COMPLETE YOURMODELS CENTRE FOR CITIZEN EXPERIENCE
  • 100. AAS@$NOW EXPLORE HOWTHINGS COULD WORKBETTER TOMORROW CENTRE FOR CITIZEN EXPERIENCE
  • 101. SHARING MODELS CENTRE FOR CITIZEN EXPERIENCE
  • 102. TIP:USE STORYTELLING TO SHARE INSTEADOF JUST ITEMIZING THE ELEMENTS CENTRE FOR CITIZEN EXPERIENCE
  • 103. A=@@$DOCUMENTING ANORIGAMI SESSION CENTRE FOR CITIZEN EXPERIENCE
  • 104. Documenting the Canvas• Static: photos, Illustrator• Dynamic: stop motion, video• Photo Storyboard—sequence your photos to tell your story CENTRE FOR CITIZEN EXPERIENCE
  • 105. Multiple Canvases follow @nform !"#$%%...+&()*+,(*- CENTRE FOR CITIZEN EXPERIENCE
  • 106. CENTRE FOR CITIZEN EXPERIENCE
  • 107. CENTRE FOR CITIZEN EXPERIENCE
  • 108. Harvesting Ideas CENTRE FOR CITIZEN EXPERIENCE
  • 109. Fueling Other Deliverables• Journey map$• Service blueprint$• Storyboard$• Swimlanes$ CENTRE FOR CITIZEN EXPERIENCE
  • 110. DOCUMENT YOURMODEL CENTRE FOR CITIZEN EXPERIENCE
  • 111. TALKING ABOUTTHIS WITH YOURBOSS OR TEAM? CENTRE FOR CITIZEN EXPERIENCE
  • 112. EXTENDINGBUSINESSORIGAMI CENTRE FOR CITIZEN EXPERIENCE
  • 113. TECHNICALSYSTEMS CENTRE FOR CITIZEN EXPERIENCE
  • 114. STRATEGY &POLICY CENTRE FOR CITIZEN EXPERIENCE
  • 115. A=A>$Q&A CENTRE FOR CITIZEN EXPERIENCE
  • 116. Huge thanks to all who helped out.•  jF?$OF;$NF;$7."$5*J$5`"*7F*$1FJ5Nr$•  s)15&G)$3"#)<*$6"*1";$OF;$1G"$."1GFJ$•  %N$!5:5*"#"$O;)"*J$OF;$#G5;)*<$•  Q;"J$6F((F:N$V$3)&E$M&G5*5*$51$ D"51G";G"5J$T&GFF($FO$%5*5<"."*1$51$65#"$D"#1";*$•  %N$&()"*1#?$OF;$1;N)*<$*"H$5::;F5&G"#$•  X"*"$T.)1G$V$/..*"G$/2").$51$*QF;.$•  6G;)#$s5..F*J]0G;5#GF;$51$Q-)1#$•  35;;N($s.:G;"N$51$3"(F)`"$•  T5.5*1G5$T15;.";$5*J$F;$P/$T..)1$HF;E#GF:$ 5`"*J""#?$.N$65*9$=@@K$5`"*J""#$ CENTRE FOR CITIZEN EXPERIENCE
  • 117. Stay in Touch!Jess McMullinCentre for Citizen Experiencecitizenexperience.comjess AT ctzn DOT ca@jessmcmullin CENTRE FOR CITIZEN EXPERIENCE