Business Origami: Rapid Service Prototyping

Jess McMullin

You don’t need a warehouse full of foam core or amazing sketching skills to quickly prototype services with your clients and users. Business origami is a rapid paper prototyping method for service co-design. It lets you work with people to understand current service experiences and explore new service futures.

Prototyping services is a challenge—but business origami makes it easier with a set vocabulary and grammar for visualizing the service landscape and interactions that support a service experience.

Working on a tangible service model together with customers, frontline staff, or executives helps you throughout the design process. You can:

  • discover the experience and perception of current services,
  • make asking “what if” as easy as moving a piece of paper,
  •  fuel other service design artifacts such as experience maps, storyboards, blueprints, and richer prototypes.
  • and build shared understanding, vision, and buy-in with your team and stakeholders.

In this hands-on workshop, you will take away:

  • Fun, hands-on experience with business origami.
  • How to run a business origami workshop of your own.
  • How to integrate business origami with your overall design process.



Culture Mapping: A New Approach

Dave Gray

Friday, October 4th from 8:30am-12:00pm

People swim in culture like fish swim in water, and yet very few people understand the culture that surrounds them and how it works. Do you find yourself running into obstacles when you try to get things done? Do you follow the rules and get nowhere, only to see others who seem to break the rules get their way? Do you want to change that?

If you want to make things happen in an organization, culture can be your best friend or your worst enemy. Deloitte cites cultural resistance as the number one reason change initiatives fail.

People swim in culture like fish swim in water, and yet very few people understand the culture that surrounds them and how it works.

What You’ll Learn

You will be introduced to a simple, practical tool that you can use to better understand your company culture. Using a fact-based, empirical approach, you will learn how to diagnose the strengths and weaknesses of your company culture, how to identify gaps and conflicts between the “official reality” and the way things really work. Using this tool will help you become more effective in your organization and, just maybe, initiate some real and lasting change.

What’s Covered

Key concepts and methods we’ll cover will include…

  • What is culture?
  • Introduction to the culture map
  • How to use the culture map to better understand your company culture
  • How to use the culture map to make a case for change
  • How to use the culture map to change behavior


Experience Mapping

Patrick Quattlebaum & Chris Risdon

As services become more interconnected across channels and devices—and more importantly across time and space—it’s becoming increasingly critical to find ways to gain insight about customers’ interactions with your service.

Experience maps offer a framework for mapping human experiences across multiple situations and interactions. These maps ensure that every occasion where your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing.

Experience maps are intended to be catalysts, not conclusions. We’ll focus on the power and peril of the touchpoint—where customers connect with your product or service, and map the customer journey across touchpoints and channels.

The structure for the session will be a mix of shared insights and case studies followed by group activities to put the ideas into practice. When you wrap up the day, you will have:

  • Guiding principles for engaging with people across time and space
  • A framework for mapping human experience across multiple situations and interactions
  • Skills and tools for generating concepts for appropriate, relevant, meaningful, and endearing “touching”