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Business Origami - UX Week 2011 Workshop

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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 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.

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.

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Business Origami - UX Week 2011 Workshop

  1. 1. Business Origami Paper Prototyping for Service & Systems Design !"##$%&%'(()*$+$,-"##.&.'(()*$+$-"##$/0$&12*$340$&5$ 6)72"*$89:";)"*&"$ /'<$=>?$=@AA$+$BC$D""E$ CENTRE FOR CITIZEN EXPERIENCE
  2. 2. Business Origami Session CENTRE FOR CITIZEN EXPERIENCE
  3. 3. Our Agenda Today Time Content/Activity Format 0900-0915 Introductions, Ground Rules, Session Expectations Presentation and Discussion 0915-0930 Service Design Concepts & Vocabulary Presentation and Discussion 0930-1000 Business Origami Introduction & Elements Presentation and Discussion Planning a Business Origami Workshop 1000-1030 Example Case Introduction, Origami Exercise Setup & Start Hands-on Exercise 1030-1100 Morning Break -- 1100-1130 Current State Completion & Sharing Hands-on Exercise 1130-1200 Future State Exploration & Sharing Hands-On Exercise 1200-1230 Origami Analysis, Outputs, Q&A Presentation & DIscussion 1230 Lunch -- CENTRE FOR CITIZEN EXPERIENCE
  4. 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/$P*#71'1"$ »  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. 5. OK, NOW IT’S YOUR TURN… CENTRE FOR CITIZEN EXPERIENCE
  6. 6. @KA>$ SERVICE DESIGN: GETTING ON THE SAME PAGE CENTRE FOR CITIZEN EXPERIENCE
  7. 7. WHAT IF I DON’T GET TO DO THIS STUFF IN MY DAY JOB? SHOULD I EVEN CARE? OR SHOULD I TRY TO SNEAK INTO LUKE W’S SESSION? CENTRE FOR CITIZEN EXPERIENCE
  8. 8. SERVICES http://www.flickr.com/photos/childofwar CENTRE FOR CITIZEN EXPERIENCE
  9. 9. PEOPLE http://www.flickr.com/photos/procsilas CENTRE FOR CITIZEN EXPERIENCE
  10. 10. CHANNELS http://www.flickr.com/photos/eridius/ CENTRE FOR CITIZEN EXPERIENCE
  11. 11. TOUCHPOINTS www.flickr.com/photos/epsos CENTRE FOR CITIZEN EXPERIENCE
  12. 12. INTERACTIONS http://www.flickr.com/photos/dm-set CENTRE FOR CITIZEN EXPERIENCE
  13. 13. DEFINING MOMENTS http://www.flickr.com/photos/adrianclarkmbbs CENTRE FOR CITIZEN EXPERIENCE
  14. 14. EXPERIENCES http://www.flickr.com/photos/justmeandthemoon CENTRE FOR CITIZEN EXPERIENCE
  15. 15. SERVICE DESIGN VOCABULARY CENTRE FOR CITIZEN EXPERIENCE
  16. 16. FRONT STAGE CENTRE FOR CITIZEN EXPERIENCE
  17. 17. BACKSTAGE CENTRE FOR CITIZEN EXPERIENCE
  18. 18. SUPPORT CENTRE FOR CITIZEN EXPERIENCE
  19. 19. EVIDENCE (CUES, AFFORDANCES) CENTRE FOR CITIZEN EXPERIENCE
  20. 20. SERVICE DESIGN PROCESS CENTRE FOR CITIZEN EXPERIENCE
  21. 21. Diverge & Converge CENTRE FOR CITIZEN EXPERIENCE
  22. 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$#1'JN$FO$J"#)<*$5*J$)**FU57F*$5::;F5&G"#$51$("5J)*<$R;.#$#'&G$5#$YG)():#?$^"<F?$5*J$P384_$ CENTRE FOR CITIZEN EXPERIENCE
  23. 23. SOME SERVICE DESIGN METHODS CENTRE FOR CITIZEN EXPERIENCE
  24. 24. FIELD RESEARCH CENTRE FOR CITIZEN EXPERIENCE
  25. 25. CODESIGN CENTRE FOR CITIZEN EXPERIENCE
  26. 26. STORYTELLING G`:abbHHH_c)&E;_&F.b:GF1F#b-F**N<F(J#1")*$ CENTRE FOR CITIZEN EXPERIENCE
  27. 27. VISUAL THINKING CENTRE FOR CITIZEN EXPERIENCE
  28. 28. Journey Mapping CENTRE FOR CITIZEN EXPERIENCE
  29. 29. Filling out the student journey CENTRE FOR CITIZEN EXPERIENCE
  30. 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_"J'bd<('#GEFbPT=eSZ"5J)*<#bT";U)&"M('":;)*7*<_:JO$ CENTRE FOR CITIZEN EXPERIENCE
  31. 31. CENTRE FOR CITIZEN EXPERIENCE
  32. 32. Swimlanes !"#$%%&'()*+,(*- CENTRE FOR CITIZEN EXPERIENCE
  33. 33. SKETCHING G`:abbHHH_c)&E;_&F.b:GF1F#b&G57;NHF;(J$ CENTRE FOR CITIZEN EXPERIENCE
  34. 34. PROTOTYPING+MODELING CENTRE FOR CITIZEN EXPERIENCE
  35. 35. How do we sketch or protoype a service? CENTRE FOR CITIZEN EXPERIENCE
  36. 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. 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. 38. Bodystorming / Improv / Roleplay L!2&;9-M*/032N8&;3/- !"#$%%...+D3,;)+,(*%#!(1(9%E32&%FGHFGIJKFK- CENTRE FOR CITIZEN EXPERIENCE
  39. 39. Toy Models or Walkthroughs @brycej !"#$%%...+D3,;)+,(*%#!(1(9%O)4,/N%PHQJKPQQBJ- CENTRE FOR CITIZEN EXPERIENCE
  40. 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. 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. 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. 43. @KS@$ BUSINESS ORIGAMI CENTRE FOR CITIZEN EXPERIENCE
  44. 44. Paper prototyping for systems design CENTRE FOR CITIZEN EXPERIENCE
  45. 45. Weatherhead at Case Western !"#$%%...+D3,;)+,(*%#!(1(9%9#)3&6X/=0!(*/)- CENTRE FOR CITIZEN EXPERIENCE
  46. 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. 47. WHY BUSINESS ORIGAMI? CENTRE FOR CITIZEN EXPERIENCE
  48. 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. 49. Business Value is Explicit Value Centered Design CENTRE FOR CITIZEN EXPERIENCE
  50. 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. 51. Integrating with your current design toolkit Where does this fit? CENTRE FOR CITIZEN EXPERIENCE
  52. 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$#1'JN$FO$J"#)<*$5*J$)**FU57F*$5::;F5&G"#$51$("5J)*<$R;.#$#'&G$5#$YG)():#?$^"<F?$5*J$P384_$ CENTRE FOR CITIZEN EXPERIENCE
  53. 53. BUSINESS ORIGAMI ELEMENTS CENTRE FOR CITIZEN EXPERIENCE
  54. 54. PEOPLE PLACES TOOLS TIME CENTRE FOR CITIZEN EXPERIENCE
  55. 55. BUSINESS ORIGAMI CREATES A MINIATURE MOVIE SET, WITH PROPS AND ACTORS TO TELL STORIES CENTRE FOR CITIZEN EXPERIENCE
  56. 56. The Elements •  The Canvas •  Areas •  People •  Things •  Places •  Clouds •  Actions •  Flow •  Value Exchange CENTRE FOR CITIZEN EXPERIENCE
  57. 57. The Canvas L!/-?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. 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. 59. People :/(#=/$&5*$I"$ ;":;"#"*1"J$5#$)*J)U)J'5(#$ F;$5#$<;F':#_$QF;$.F#1$ )*1";5&7F*#?$)*J)U)J'5(#$ 5;"$I"`";$OF;$#1F;N1"(()*<$ 5*J$J"#)<*$#:"&)R&)1Nh <;F':#$5;"$1FF$U5<'"_$ CENTRE FOR CITIZEN EXPERIENCE
  60. 60. Things L!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. 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*$F'1#)J"$ (F&57F*$#'&G$5#$5$:5;E_$ CENTRE FOR CITIZEN EXPERIENCE
  62. 62. Clouds ?=(809$5;"$#).:(N$'*J"R*"J$ 5;"5#$FO$1G"$#N#1"._$Y"F:("$ &5*$)*1";5&1$H)1G$&(F'J#$ H)1GF'1$#GFH)*<$1G"$)*1";*5($ #1":#$F;$"("."*1#$FO$1G"$&(F'J_$ B#"$&(F'J#$OF;$F'1$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(F'J#$("1$NF'$5JJ;"##$:5;1#$FO$ 1G"$#N#1".$H)1GF'1$G5U)*<$1F$ 15E"$7."$J"15)()*<$GFH$1G"N$ HF;E_$ CENTRE FOR CITIZEN EXPERIENCE
  63. 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. 64. Flow R=(.$#GFH#$1G"$FU";5(($.FU"."*1$ 1G;F'<G$1G"$#1F;)"#$F;$#&"*5;)F#$ F'1()*"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$F'1$ (F'J_$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. 65. Value Exchange Y2=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. 66. TIP: FIDELITY VS. GENERALIZATION CENTRE FOR CITIZEN EXPERIENCE
  67. 67. LET’S BUILD A QUICK MODEL ON SCREEN CENTRE FOR CITIZEN EXPERIENCE
  68. 68. CENTRE FOR CITIZEN EXPERIENCE
  69. 69. CENTRE FOR CITIZEN EXPERIENCE
  70. 70. CENTRE FOR CITIZEN EXPERIENCE
  71. 71. CENTRE FOR CITIZEN EXPERIENCE
  72. 72. CENTRE FOR CITIZEN EXPERIENCE
  73. 73. CENTRE FOR CITIZEN EXPERIENCE
  74. 74. CENTRE FOR CITIZEN EXPERIENCE
  75. 75. CENTRE FOR CITIZEN EXPERIENCE
  76. 76. CENTRE FOR CITIZEN EXPERIENCE
  77. 77. CENTRE FOR CITIZEN EXPERIENCE
  78. 78. CENTRE FOR CITIZEN EXPERIENCE
  79. 79. CENTRE FOR CITIZEN EXPERIENCE
  80. 80. PLANNING A BUSINESS ORIGAMI SESSION CENTRE FOR CITIZEN EXPERIENCE
  81. 81. The Steps in the Process •  Prep •  Materials •  Design the Brief •  Assemble the Team •  Setup •  Workshop(s) •  Document CENTRE FOR CITIZEN EXPERIENCE
  82. 82. Prep CENTRE FOR CITIZEN EXPERIENCE
  83. 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. 84. Design the Brief • Exploratory vs. Structured • Current vs. Future • Experimentation vs. Validation • Shared Vision vs. Concrete Requirements CENTRE FOR CITIZEN EXPERIENCE
  85. 85. What are your goals? !"#$%&'( !')"*' !'#"+* !'&',%- CENTRE FOR CITIZEN EXPERIENCE
  86. 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. 87. Room Setup • Round Tables work best • Audio for large workshops • Decent lighting CENTRE FOR CITIZEN EXPERIENCE
  88. 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. 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. 90. EXERCISE: A@@@$ IMPROVING AIR TRAVEL CENTRE FOR CITIZEN EXPERIENCE
  91. 91. Meet your latest client! !"#$%"& CENTRE FOR CITIZEN EXPERIENCE
  92. 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'&1'57F*#$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. 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. 94. USE BUSINESS ORIGAMI TO SHOW HOW THINGS WORK TODAY CENTRE FOR CITIZEN EXPERIENCE
  95. 95. TIP: LISTING VS. PLACING ELEMENTS CENTRE FOR CITIZEN EXPERIENCE
  96. 96. Air Travel Model PLAN PREPARE TRAVEL PARTICIPATE RETURN CENTRE FOR CITIZEN EXPERIENCE
  97. 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*$ Landing lGF1"($b$&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. 98. A@S@$ BREAK CENTRE FOR CITIZEN EXPERIENCE
  99. 99. AAS@$ BACK FROM BREAK: COMPLETE YOUR MODELS CENTRE FOR CITIZEN EXPERIENCE
  100. 100. AAS@$ NOW EXPLORE HOW THINGS COULD WORK BETTER TOMORROW CENTRE FOR CITIZEN EXPERIENCE
  101. 101. SHARING MODELS CENTRE FOR CITIZEN EXPERIENCE
  102. 102. TIP: USE STORYTELLING TO SHARE INSTEAD OF JUST ITEMIZING THE ELEMENTS CENTRE FOR CITIZEN EXPERIENCE
  103. 103. A=@@$ DOCUMENTING AN ORIGAMI SESSION CENTRE FOR CITIZEN EXPERIENCE
  104. 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. 105. Multiple Canvases follow @nform !"#$%%...+&'()*+,(*- CENTRE FOR CITIZEN EXPERIENCE
  106. 106. CENTRE FOR CITIZEN EXPERIENCE
  107. 107. CENTRE FOR CITIZEN EXPERIENCE
  108. 108. Harvesting Ideas CENTRE FOR CITIZEN EXPERIENCE
  109. 109. Fueling Other Deliverables • Journey map$ • Service blueprint$ • Storyboard$ • Swimlanes$ CENTRE FOR CITIZEN EXPERIENCE
  110. 110. DOCUMENT YOUR MODEL CENTRE FOR CITIZEN EXPERIENCE
  111. 111. TALKING ABOUT THIS WITH YOUR BOSS OR TEAM? CENTRE FOR CITIZEN EXPERIENCE
  112. 112. EXTENDING BUSINESS ORIGAMI CENTRE FOR CITIZEN EXPERIENCE
  113. 113. TECHNICAL SYSTEMS CENTRE FOR CITIZEN EXPERIENCE
  114. 114. STRATEGY & POLICY CENTRE FOR CITIZEN EXPERIENCE
  115. 115. A=A>$ Q&A CENTRE FOR CITIZEN EXPERIENCE
  116. 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. 117. Stay in Touch! Jess McMullin Centre for Citizen Experience citizenexperience.com jess AT ctzn DOT ca @jessmcmullin CENTRE FOR CITIZEN EXPERIENCE

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