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Business Origami
Paper Prototyping for Service & Systems Design
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                                     CENTRE FOR CITIZEN EXPERIENCE
Business Origami Session




                           CENTRE FOR CITIZEN EXPERIENCE
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
Welcome and Introductions
                »  DF;E)*<$F*$1G"$H"I$)*$J"#)<*$
                   5*J$BC$#)*&"$AKKL$
                »  M)<$)*1F$1G"$&F..'*)1N$
                »  6FOF'*J"J$1G"$P/$P*#71'1"$
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                   =@@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
OK, NOW IT’S
YOUR TURN…
           CENTRE FOR CITIZEN EXPERIENCE
@KA>$




SERVICE DESIGN:
GETTING ON THE
SAME PAGE
            CENTRE FOR CITIZEN EXPERIENCE
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
SERVICES




           http://www.flickr.com/photos/childofwar



                 CENTRE FOR CITIZEN EXPERIENCE
PEOPLE




http://www.flickr.com/photos/procsilas




                                         CENTRE FOR CITIZEN EXPERIENCE
CHANNELS




http://www.flickr.com/photos/eridius/




                                        CENTRE FOR CITIZEN EXPERIENCE
TOUCHPOINTS




www.flickr.com/photos/epsos




                              CENTRE FOR CITIZEN EXPERIENCE
INTERACTIONS




 http://www.flickr.com/photos/dm-set



                                       CENTRE FOR CITIZEN EXPERIENCE
DEFINING MOMENTS




http://www.flickr.com/photos/adrianclarkmbbs



                                               CENTRE FOR CITIZEN EXPERIENCE
EXPERIENCES




http://www.flickr.com/photos/justmeandthemoon



                                                CENTRE FOR CITIZEN EXPERIENCE
SERVICE DESIGN
VOCABULARY
           CENTRE FOR CITIZEN EXPERIENCE
FRONT STAGE




              CENTRE FOR CITIZEN EXPERIENCE
BACKSTAGE




            CENTRE FOR CITIZEN EXPERIENCE
SUPPORT




          CENTRE FOR CITIZEN EXPERIENCE
EVIDENCE (CUES, AFFORDANCES)




                        CENTRE FOR CITIZEN EXPERIENCE
SERVICE DESIGN
PROCESS
           CENTRE FOR CITIZEN EXPERIENCE
Diverge & Converge




                     CENTRE FOR CITIZEN EXPERIENCE
THE DOUBLE DIAMOND follow @designcouncil
!"#$%&'(                                            !')"*' !'#"+*                                                                  !'&',%-




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          6F((5IF;57U"$6FJ"#)<*$                     T"1$Z"#F';&"#$                                 Z"R*"$TF('7F*#$                    3F&'."*1$TF('7F*#$

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                                                                                                                     CENTRE FOR CITIZEN EXPERIENCE
SOME
SERVICE DESIGN
METHODS
           CENTRE FOR CITIZEN EXPERIENCE
FIELD RESEARCH




                 CENTRE FOR CITIZEN EXPERIENCE
CODESIGN




           CENTRE FOR CITIZEN EXPERIENCE
STORYTELLING




               G`:abbHHH_c)&E;_&F.b:GF1F#b-F**N<F(J#1")*$



                     CENTRE FOR CITIZEN EXPERIENCE
VISUAL THINKING




                  CENTRE FOR CITIZEN EXPERIENCE
Journey Mapping




                  CENTRE FOR CITIZEN EXPERIENCE
Filling out the student journey




                            CENTRE FOR CITIZEN EXPERIENCE
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
CENTRE FOR CITIZEN EXPERIENCE
Swimlanes




                  !"#$%%&'()*+,(*-




CENTRE FOR CITIZEN EXPERIENCE
SKETCHING




G`:abbHHH_c)&E;_&F.b:GF1F#b&G57;NHF;(J$




                                          CENTRE FOR CITIZEN EXPERIENCE
PROTOTYPING+MODELING




                       CENTRE FOR CITIZEN EXPERIENCE
How do we sketch or
protoype a service?
                 CENTRE FOR CITIZEN EXPERIENCE
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
3D Rendering




           !"#$%%...+/0*(&1(&+,2%,31456(7/)&*/&1%0(,8*/&19%:/);3&92&0<3==>??@:)/9/&12A(&:2&/=B+#0'-




                                                        CENTRE FOR CITIZEN EXPERIENCE
Bodystorming / Improv / Roleplay
                                               L!2&;9-M*/032N8&;3/-




                        !"#$%%...+D3,;)+,(*%#!(1(9%E32&%FGHFGIJKFK-




                        CENTRE FOR CITIZEN EXPERIENCE
Toy Models or Walkthroughs @brycej




                          !"#$%%...+D3,;)+,(*%#!(1(9%O)4,/N%PHQJKPQQBJ-




                            CENTRE FOR CITIZEN EXPERIENCE
Lego Serious Play ™




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                      !"#$%%1)/E+30+331+/08%/7/&19%0),%PQQG%!391()4+!1*=-



                         CENTRE FOR CITIZEN EXPERIENCE
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
Sarah Drummond, Snook follow @rufflemuffin




                                                               !"#$%%./2)/9&((;+,(*-
                         !"#$%%'/)689O399/1+,(*%A901%PQVQ%QV%QB%0/9;1(#W.2=;1!)(86!%-



                                        CENTRE FOR CITIZEN EXPERIENCE
@KS@$




BUSINESS ORIGAMI
           CENTRE FOR CITIZEN EXPERIENCE
Paper prototyping for systems design




                           CENTRE FOR CITIZEN EXPERIENCE
Weatherhead at Case Western




                       !"#$%%...+D3,;)+,(*%#!(1(9%9#)3&6X/=0!(*/)-



                      CENTRE FOR CITIZEN EXPERIENCE
Hitachi Design Center




                 !"#$%%...+!312,!3+,(+N#%0/936&%X/=0%/E#/)3/&,/%O893&/995()362*3%3&0/E+!1*=-




                                              CENTRE FOR CITIZEN EXPERIENCE
WHY BUSINESS
ORIGAMI?
          CENTRE FOR CITIZEN EXPERIENCE
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
Business Value is Explicit
Value Centered Design




                         CENTRE FOR CITIZEN EXPERIENCE
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
Integrating with your current design toolkit




Where does this fit?
                                      CENTRE FOR CITIZEN EXPERIENCE
Back to the Double Diamond
!"#$%&'(                                            !')"*' !'#"+*                                                                  !'&',%-




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          6F((5IF;57U"$6FJ"#)<*$                     T"1$Z"#F';&"#$                                 Z"R*"$TF('7F*#$                    3F&'."*1$TF('7F*#$

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                                                                                                                     CENTRE FOR CITIZEN EXPERIENCE
BUSINESS
ORIGAMI
ELEMENTS
           CENTRE FOR CITIZEN EXPERIENCE
PEOPLE
PLACES
TOOLS
TIME
 CENTRE FOR CITIZEN EXPERIENCE
BUSINESS ORIGAMI CREATES A
MINIATURE MOVIE SET, WITH PROPS
AND ACTORS TO TELL STORIES

                      CENTRE FOR CITIZEN EXPERIENCE
The Elements
•    The Canvas
•    Areas
•    People
•    Things
•    Places
•    Clouds
•    Actions
•    Flow
•    Value Exchange

                      CENTRE FOR CITIZEN EXPERIENCE
The Canvas
L!/-?2&729-)#$#).:(N$1G"$#15<"$
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#"U";5($&5*U5#"#$OF;$J)f";"*1$
:5;1#$FO$1G"$:;F&"##_$


                                  CENTRE FOR CITIZEN EXPERIENCE
Areas
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1G"$&5*U5#_$P1".#$)*$1G"$
#5."$5;"5$&5*$)*1";5&1$
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5#$5*F1G";$5;"5_$


                               CENTRE FOR CITIZEN EXPERIENCE
People
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5*J$J"#)<*$#:"&)R&)1Nh
<;F':#$5;"$1FF$U5<'"_$




                              CENTRE FOR CITIZEN EXPERIENCE
Things
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.5N$G"(:$#GFH$J"15)($F*$
1G"$#"1?$#'&G$5#$5$#";U)&"$
&F'*1";_$


                              CENTRE FOR CITIZEN EXPERIENCE
Places
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U"G)&("?$F;$5*$F'1#)J"$
(F&57F*$#'&G$5#$5$:5;E_$


                              CENTRE FOR CITIZEN EXPERIENCE
Clouds
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1G"$#N#1".$H)1GF'1$G5U)*<$1F$
15E"$7."$J"15)()*<$GFH$1G"N$
HF;E_$


                                   CENTRE FOR CITIZEN EXPERIENCE
Actions
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1HF]H5N?$5*J$#GFH$IF1G$
1G"$5&7F*$5*J$1G"$
;"#:F*#"_$


                             CENTRE FOR CITIZEN EXPERIENCE
Flow
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:"F:("$HGF$U)"H$1G"$&5*U5#$(51";$
'*J";#15*J$1G"$#&"*5;)F$I"`";_$
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#GFH*$IN$*5;;57*<$1G"$#&"*5;)F$F'1$
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1G"$#1":#$)*$5$cFH$OF;$&(5;)1N_$


                                           CENTRE FOR CITIZEN EXPERIENCE
Value Exchange
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"5&G$)*1";5&7F*$5*J$.5N$
)*&('J"$R*5*&)5($F;$#F&)5($
U5('"_$



                              CENTRE FOR CITIZEN EXPERIENCE
TIP:
FIDELITY VS. GENERALIZATION


                        CENTRE FOR CITIZEN EXPERIENCE
LET’S BUILD A
QUICK MODEL
ON SCREEN
            CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
PLANNING A
BUSINESS
ORIGAMI SESSION
          CENTRE FOR CITIZEN EXPERIENCE
The Steps in the Process
•  Prep
•  Materials
•  Design the Brief
•  Assemble the Team
•  Setup
•  Workshop(s)
•  Document

                           CENTRE FOR CITIZEN EXPERIENCE
Prep




       CENTRE FOR CITIZEN EXPERIENCE
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
Design the Brief
• Exploratory vs. Structured
• Current vs. Future
• Experimentation vs. Validation
• Shared Vision vs. Concrete
  Requirements
                             CENTRE FOR CITIZEN EXPERIENCE
What are your goals?
!"#$%&'(   !')"*' !'#"+*          !'&',%-




                           CENTRE FOR CITIZEN EXPERIENCE
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
Room Setup
• Round Tables work best
• Audio for large workshops
• Decent lighting

                        CENTRE FOR CITIZEN EXPERIENCE
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
Capture & Document
• Tape & keep the canvas
• Capture Ideas Generated in a
  Separate template
• Photographs, video, diagrams
• Fuel Other Deliverables
                          CENTRE FOR CITIZEN EXPERIENCE
EXERCISE:
                                      A@@@$




IMPROVING
AIR TRAVEL
             CENTRE FOR CITIZEN EXPERIENCE
Meet your latest client!



!"#$%"&
                           CENTRE FOR CITIZEN EXPERIENCE
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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    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""#$
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    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$
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    A@_ $T:"&)R&$&G5(("*<"#$O5&"J$INa$I'#)*"##$1;5U"(";#?$NF'*<$O5.)()"#?$5*J$;"7;""#$



                                                                         CENTRE FOR CITIZEN EXPERIENCE
                                                                                              Y5<"$K=$
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
USE BUSINESS
ORIGAMI TO SHOW
HOW THINGS WORK
TODAY
            CENTRE FOR CITIZEN EXPERIENCE
TIP:
LISTING VS. PLACING ELEMENTS


                       CENTRE FOR CITIZEN EXPERIENCE
Air Travel Model
PLAN   PREPARE   TRAVEL   PARTICIPATE      RETURN




                               CENTRE FOR CITIZEN EXPERIENCE
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
A@S@$




BREAK
        CENTRE FOR CITIZEN EXPERIENCE
AAS@$




BACK FROM BREAK:
COMPLETE YOUR
MODELS
             CENTRE FOR CITIZEN EXPERIENCE
AAS@$




NOW EXPLORE HOW
THINGS COULD WORK
BETTER TOMORROW
            CENTRE FOR CITIZEN EXPERIENCE
SHARING MODELS
          CENTRE FOR CITIZEN EXPERIENCE
TIP:
USE STORYTELLING TO SHARE INSTEAD
OF JUST ITEMIZING THE ELEMENTS

                       CENTRE FOR CITIZEN EXPERIENCE
A=@@$




DOCUMENTING AN
ORIGAMI SESSION
          CENTRE FOR CITIZEN EXPERIENCE
Documenting the Canvas
• Static: photos, Illustrator
• Dynamic: stop motion, video
• Photo Storyboard—sequence your
  photos to tell your story

                         CENTRE FOR CITIZEN EXPERIENCE
Multiple Canvases follow @nform




                                            !"#$%%...+&'()*+,(*-




                              CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
CENTRE FOR CITIZEN EXPERIENCE
Harvesting Ideas




                   CENTRE FOR CITIZEN EXPERIENCE
Fueling Other Deliverables
• Journey map$
• Service blueprint$
• Storyboard$
• Swimlanes$
                         CENTRE FOR CITIZEN EXPERIENCE
DOCUMENT YOUR
MODEL
            CENTRE FOR CITIZEN EXPERIENCE
TALKING ABOUT
THIS WITH YOUR
BOSS OR TEAM?
           CENTRE FOR CITIZEN EXPERIENCE
EXTENDING
BUSINESS
ORIGAMI
            CENTRE FOR CITIZEN EXPERIENCE
TECHNICAL
SYSTEMS
            CENTRE FOR CITIZEN EXPERIENCE
STRATEGY &
POLICY
             CENTRE FOR CITIZEN EXPERIENCE
A=A>$




Q&A
      CENTRE FOR CITIZEN EXPERIENCE
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
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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