A user story describing a COO who wants to understand why change in her business costs so much. Her business architect uses the Practical Business Design method and Canvas to gather data and document the issues.

1. Storyboard created with “Scenes” by the SAP Design & Co-Innovation Center. For more information about “Scenes” visit experience.sap.com/designservices/scenes
CHANGE IS EXPENSIVE
by
Thushan Kumaraswamy
Practical Business Design

2. Storyboard created with “Scenes” by the SAP Design & Co-Innovation Center. For more information about “Scenes” visit experience.sap.com/designservices/scenes
Amy, 35
Business Architect
Lisa, 55
COO
Characters Page 02
James, 38
IT Manager
CHANGE IS EXPENSIVE

3. Storyboard created with “Scenes” by the SAP Design & Co-Innovation Center. For more information about “Scenes” visit experience.sap.com/designservices/scenes
CHANGE IS EXPENSIVE
Chapter 1: What’s the problem?
Lisa, 55
COO
James, 38
IT Manager

4. Storyboard created with “Scenes” by the SAP Design & Co-Innovation Center. For more information about “Scenes” visit experience.sap.com/designservices/scenes
It is Monday morning. Lisa, the Chief Operating Officer (COO) of CityStock
Wealth Management Ltd, is reviewing the company’s change budget
forecasts for the upcoming quarter. Let’s take a look inside her office…
Scene 1: Reviewing the Numbers Main character: Lisa | Page 04
CHANGE IS EXPENSIVE / Chapter 1
My change budget
keeps getting bigger
and bigger. What is
going on here?

5. Storyboard created with “Scenes” by the SAP Design & Co-Innovation Center. For more information about “Scenes” visit experience.sap.com/designservices/scenes
Lisa finds James, the IT Manager, in the coffee room. She wants to see if
James knows what is happening with the change budget…
Scene 2: Discovering the Problem Main character: James | Page 05
CHANGE IS EXPENSIVE / Chapter 1
Hi James. I’ve
been going over
the change
budget forecast.
It’s big!
Hey Lisa. I know,
right? We keep
having to change
the same systems
over and over.
Uh oh. Here’s
Lisa. She doesn’t
look too happy.

6. Storyboard created with “Scenes” by the SAP Design & Co-Innovation Center. For more information about “Scenes” visit experience.sap.com/designservices/scenes
Lisa and James head to a conference room to work out why IT keep having
to change the same systems all the time…
Scene 3: Uncovering the Cause Main character: Lisa | Page 06
CHANGE IS EXPENSIVE / Chapter 1
IT ROADMAP
We keep getting
requests from the
business to change
and we need extra
resources to keep up.
2017 2018 2019
I see now. It looks like
we are not planning
our changes well
enough. How can we
improve this?

7. Storyboard created with “Scenes” by the SAP Design & Co-Innovation Center. For more information about “Scenes” visit experience.sap.com/designservices/scenes
CHANGE IS EXPENSIVE
Chapter 2: What can we do?
Lisa, 55
COO
Amy, 35
Business Architect

8. Storyboard created with “Scenes” by the SAP Design & Co-Innovation Center. For more information about “Scenes” visit experience.sap.com/designservices/scenes
Lisa goes to see Amy, the Business Architect. Lisa wants to know if Amy
can work with the business and the IT team to better plan the changes the
business want to make…
Scene 4: Using Practical Business Design Main character: Amy | Page 08
CHANGE IS EXPENSIVE / Chapter 2
Hi Amy. Do you
have any ideas
about our change
planning? It feels
like our budget is
out of control.
We could use Practical
Business Design to help.
It’s a simple method for
describing a business to
manage change better.
Have a look, Lisa.
Looks interesting.
Let’s try it and see.

9. Storyboard created with “Scenes” by the SAP Design & Co-Innovation Center. For more information about “Scenes” visit experience.sap.com/designservices/scenes
Amy spends a few weeks gathering information from the business and IT
about what the business wants to achieve, what the business does and
how it operates. She adds these to the Practical Business Design
Canvas…
Scene 5: Documenting the Business Main character: Amy | Page 09
CHANGE IS EXPENSIVE / Chapter 2
I can use workshops
to get the detail of
what the business
wants and how it
works.
Provide wealth management
services to UK clients
Reduce costs Increase
revenue
Reduce client servicing costs
by 10% by EOY 2018
Increase number of customers by
15% by June 2018
CityStock Wealth
Management Ltd
Amy , Business Architect
Improve customer
support manuals
Maintain regulatory
compliance
Increase customer
numbers
To be in the top three of wealth
management providers in the UK
New customer
support platform
UK customers
Overseas customers
with UK accounts
See
Think
Do
Care
Equity
Fixed
income
Tax
Financial
planning
In-house
development
Product dev
Marketing
Sales
Delivery
Customer
support
Customer
maintenance
Customer
complaints
Operational cost
Number of
customers
Customer loss rate
HR
IT
Risk
Finance
Maintain training manual
after software releases Customer
support team
Front office
IT support
team
Customer
Product
Market
prices
MS Outlook
New customer
support app
Manage initial contact
from customer
Contact customer
proactively
Provide timely
customer support
June 2017 v1

10. Storyboard created with “Scenes” by the SAP Design & Co-Innovation Center. For more information about “Scenes” visit experience.sap.com/designservices/scenes
Once Amy has completed the Practical Business Design Canvas, she can
validate the information with all the stakeholders (business and IT) ensuring
that everyone agrees with it as a baseline…
Scene 6: Validating the Architecture Main character: Amy | Page 10
CHANGE IS EXPENSIVE / Chapter 2
From all the
information you
have provided, I
have been able to
link our business
strategy with our
change plans.
We can work out in
advance how we
will change our IT
systems, so we can
consolidate
changes together.
This is impressive. I
can finally see all of
the business on a
single page and how
it links together.
Now we can all see
the proposed impacts
to our IT much
earlier, we can see
where there is an
overlap between
requirements.

11. Storyboard created with “Scenes” by the SAP Design & Co-Innovation Center. For more information about “Scenes” visit experience.sap.com/designservices/scenes
CHANGE IS EXPENSIVE
Chapter 3: How will we work?
Lisa, 55
COO
James, 38
IT Manager
Amy, 35
Business Architect

12. Storyboard created with “Scenes” by the SAP Design & Co-Innovation Center. For more information about “Scenes” visit experience.sap.com/designservices/scenes
A few months later, the business have come up with some new
requirements. James wants to understand what those requirements mean
and their impact on the IT systems…
Scene 7: Change is Incoming Main character: James | Page 12
CHANGE IS EXPENSIVE / Chapter 3
We’ve been asked
to change this
system, but I’m not
sure of the full
implications.
Amy, I’ve got this change
proposal from the
business. Can you help
me understand the
impact across the whole
organisation please?
No problem, James. We
can use the Practical
Business Design Canvas
to see what is impacted
by the proposed changes
to the system.

13. Storyboard created with “Scenes” by the SAP Design & Co-Innovation Center. For more information about “Scenes” visit experience.sap.com/designservices/scenes
Amy and James work together using the Practical Business Design Canvas
to understand the scope of the change on the customers, products and
business capabilities and the impact on the operating model processes,
people, data and technology…
Scene 8: Analysing the Impact Main character: Amy | Page 13
CHANGE IS EXPENSIVE / Chapter 3
Right. Since we
linked the ongoing
projects to the
impacts on the
operating model,
we can see what
else is changing
that system.
Great. I can see
this other project
is also making
changes to this
system. Maybe we
can get them to
include these new
requirements?

14. Storyboard created with “Scenes” by the SAP Design & Co-Innovation Center. For more information about “Scenes” visit experience.sap.com/designservices/scenes
Lisa is checking the new change budget forecast and is pleased with the
results that Amy and James have been able to deliver…
Scene 9: Checking the Results Main character: Lisa | Page 14
CHANGE IS EXPENSIVE / Chapter 3
Since James and
Amy have worked
together, we’ve
been able to reduce
our change budget.
James, Amy, well done!
I’m so pleased we can
better plan our changes
because we can describe
our business and
strategy so clearly.
Thanks, Lisa. I’m
much happier
now that we are
getting fewer
change requests
through.
Yes. It was definitely
worth using Practical
Business Design to
help us.