1. Business Origami
Paper Prototyping for Service & Systems Design
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2. Business Origami Session
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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 --
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4. Welcome and Introductions
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5. OK, NOW IT’S
YOUR TURN…
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6. @KA>$
SERVICE DESIGN:
GETTING ON THE
SAME PAGE
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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?
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8. SERVICES
http://www.flickr.com/photos/childofwar
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9. PEOPLE
http://www.flickr.com/photos/procsilas
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10. CHANNELS
http://www.flickr.com/photos/eridius/
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11. TOUCHPOINTS
www.flickr.com/photos/epsos
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12. INTERACTIONS
http://www.flickr.com/photos/dm-set
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13. DEFINING MOMENTS
http://www.flickr.com/photos/adrianclarkmbbs
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14. EXPERIENCES
http://www.flickr.com/photos/justmeandthemoon
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15. SERVICE DESIGN
VOCABULARY
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16. FRONT STAGE
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17. BACKSTAGE
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18. SUPPORT
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19. EVIDENCE (CUES, AFFORDANCES)
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20. SERVICE DESIGN
PROCESS
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21. Diverge & Converge
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22. THE DOUBLE DIAMOND follow @designcouncil
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23. SOME
SERVICE DESIGN
METHODS
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24. FIELD RESEARCH
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25. CODESIGN
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26. STORYTELLING
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27. VISUAL THINKING
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28. Journey Mapping
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29. Filling out the student journey
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30. Service Blueprint
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31. CENTRE FOR CITIZEN EXPERIENCE

32. Swimlanes
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33. SKETCHING
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34. PROTOTYPING+MODELING
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35. How do we sketch or
protoype a service?
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36. Concept Video follow @adaptivepath
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37. 3D Rendering
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38. Bodystorming / Improv / Roleplay
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39. Toy Models or Walkthroughs @brycej
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40. Lego Serious Play ™
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41. Engine Service Design follow @hereAtEngine
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42. Sarah Drummond, Snook follow @rufflemuffin
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43. @KS@$
BUSINESS ORIGAMI
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44. Paper prototyping for systems design
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45. Weatherhead at Case Western
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46. Hitachi Design Center
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47. WHY BUSINESS
ORIGAMI?
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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.
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49. Business Value is Explicit
Value Centered Design
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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.
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51. Integrating with your current design toolkit
Where does this fit?
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52. Back to the Double Diamond
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53. BUSINESS
ORIGAMI
ELEMENTS
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54. PEOPLE
PLACES
TOOLS
TIME
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55. BUSINESS ORIGAMI CREATES A
MINIATURE MOVIE SET, WITH PROPS
AND ACTORS TO TELL STORIES
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56. The Elements
• The Canvas
• Areas
• People
• Things
• Places
• Clouds
• Actions
• Flow
• Value Exchange
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57. The Canvas
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58. Areas
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59. People
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60. Things
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61. Places
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62. Clouds
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63. Actions
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64. Flow
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65. Value Exchange
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66. TIP:
FIDELITY VS. GENERALIZATION
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67. LET’S BUILD A
QUICK MODEL
ON SCREEN
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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 A
BUSINESS
ORIGAMI SESSION
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81. The Steps in the Process
• Prep
• Materials
• Design the Brief
• Assemble the Team
• Setup
• Workshop(s)
• Document
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82. Prep
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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
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84. Design the Brief
• Exploratory vs. Structured
• Current vs. Future
• Experimentation vs. Validation
• Shared Vision vs. Concrete
Requirements
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85. What are your goals?
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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.
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87. Room Setup
• Round Tables work best
• Audio for large workshops
• Decent lighting
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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
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89. Capture & Document
• Tape & keep the canvas
• Capture Ideas Generated in a
Separate template
• Photographs, video, diagrams
• Fuel Other Deliverables
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90. EXERCISE:
A@@@$
IMPROVING
AIR TRAVEL
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91. Meet your latest client!
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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.
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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<"$KS$
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94. USE BUSINESS
ORIGAMI TO SHOW
HOW THINGS WORK
TODAY
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95. TIP:
LISTING VS. PLACING ELEMENTS
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96. Air Travel Model
PLAN PREPARE TRAVEL PARTICIPATE RETURN
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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$
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98. A@S@$
BREAK
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99. AAS@$
BACK FROM BREAK:
COMPLETE YOUR
MODELS
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100. AAS@$
NOW EXPLORE HOW
THINGS COULD WORK
BETTER TOMORROW
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101. SHARING MODELS
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102. TIP:
USE STORYTELLING TO SHARE INSTEAD
OF JUST ITEMIZING THE ELEMENTS
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103. A=@@$
DOCUMENTING AN
ORIGAMI SESSION
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104. Documenting the Canvas
• Static: photos, Illustrator
• Dynamic: stop motion, video
• Photo Storyboard—sequence your
photos to tell your story
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105. Multiple Canvases follow @nform
!"#$%%...+&'()*+,(*-
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106. CENTRE FOR CITIZEN EXPERIENCE

107. CENTRE FOR CITIZEN EXPERIENCE

108. Harvesting Ideas
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109. Fueling Other Deliverables
• Journey map$
• Service blueprint$
• Storyboard$
• Swimlanes$
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110. DOCUMENT YOUR
MODEL
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111. TALKING ABOUT
THIS WITH YOUR
BOSS OR TEAM?
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112. EXTENDING
BUSINESS
ORIGAMI
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113. TECHNICAL
SYSTEMS
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114. STRATEGY &
POLICY
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115. A=A>$
Q&A
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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$5`"*J""#$
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117. Stay in Touch!
Jess McMullin
Centre for Citizen Experience
citizenexperience.com
jess AT ctzn DOT ca
@jessmcmullin
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