service design workshop: determining graduate student needs 01
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The BIG Workshop AgendaMapping An Integrated Experience For A University
Council of Graduate Students Organization:
A Service Design Case Study
Thesis Research Workshop Agenda
Allen J Cochran
Thursday, July 28, 11
Executive Summary
2
Objective
The objective of the BIG workshop is to gather the three main
user groups of the Council of Graduate Students (CGS) -
graduate students, CGS Delegates, and University
Administrators - in one room to discuss how and when CGS
offers services. There are three parts of the workshop and a
priming activity that is to be done prior to the workshop.
The workshop itself is discussion and activity based. In the first
part, participants will critique sticky notes placed on a map
meant to represent the current state of when the three main
user groups interact with CGS. The second part of the
workshop will allow participants to place the stickies in new
ways that they believe is the ideal way for the user groups to
interact; otherwise this is known as the ideal placement part.
Lastly, there is group discussion and a brief presentation at the
end.
Details
Who Grad. Students, Council Delegates, Univ. Admin.
What Participate in a workshop about CGS Services
When Date TBD
Where Hayes Hall, Rm. TBD
Why To advance the service and experiences of the
Council of Graduate Students so that they can
better serve their constituencies.
Agenda Synopsis
Format Primary Activity, Workshop (3 parts), Discussion
Duration 3.5 hours
Parts Homework Activity (done at home) 1 week allowance
Workshop Part 01 (Current Exp.) 1.5 hrs.
Workshop Part 02 (Ideal Exp.) 1.5 hrs.
Thursday, July 28, 11
Workshop Overview
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HomeworkExplain
Homework
Activity:Current State
Critique of Touchpoints
PresentActivity
Activity:Future StatePlacement ofTouchpoints
PresentActivity
WORKSHOPPRE-WORKSHOP
Participants are to create collage maps about their experience and journey through graduate school
Participants are to explain their graduate experiences that they mapped in their collages
Within their segmented user groups, participants will evaluate a map of the current graduate experience based on the LITTLE workshop activities
Participants will present their evaluation of the first activity
Participants will again work within their segments. This time they will map the future graduate experience
After hearing about everyone’s future maps, participants will walk around and vote (with stickers) for the best ideas of all three segment user maps
SEGMENT, USER GROUPS SEGMENT, USER GROUPS INDIVIDUAL
Activity:All participants
vote on the best ideas
ALL PARTICIPANTS
Participants will present their evaluation of the first activity
Thursday, July 28, 11
HomeworkPrior to attending the workshop, participants will
be asked to complete a collage about their
experiences through graduate school. Using
pictures and words, participants will created a
map that illustrates their positive or negative
attitude at different stages during graduate
school. This collage will then be used at the
beginning of the BIG workshop.
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What Research Homework Activity
When Prior to arriving at the workshop,
users will complete the
Homework Activity
Format Paper based, collage w/ stickers
Time Frame Participants will have one week
to finish this Homework Activity
Thursday, July 28, 11
Homework Instructions
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ENTRANCE GRADUATION
PLEASE BRING TO WORKSHOP. QUESTIONS? WRITE ALLEN COCHRAN @ [email protected](Included Inside the Homework)
Use the provided base graph, image stickers, and word stickers to assemble a
collaged map of the experiences you had during graduate school. When creating
your collage consider the following questions:
• When did you apply to school?
• Why did you decide to go to grad school?
• How did you choose OSU?
• How did you develop during grad school?
• What stages did you go through?
• Do you have any favorite memories?
• Do you have any bad memories?
• What were your biggest hurdles?
• Who helped you along the way?
When you’ve completed your collage, hold on to it and bring it to the workshop.
We’ll be working in a similar manner during the workshop.
Remember that there are no right or wrong answers and no one is going to be
judged based on their artistic ability. Please do not feel that you must use all of
the stickers you were provided with, and if there are other items that you’d like to
add or write on the base graph, feel free. The activity should take you between 30
- 60 minutes. If you have any questions, please write Allen Cochran at cochran.
Thank you for for participating.
word word wordword word wordword word wordword word wordword word wordword word wordword word wordword word wordword word wordword word wordword word wordword word word
Each participant will be
provided with one base
graph (above) one sheet
of images (far left) and
one sheet of words
(immediate right). These
items are included in the
appendix in more detail.
Thursday, July 28, 11
The BIG WorkshopRoom Layout
Materials Needed
Part 01 (Current State Exercise)
Part 02 (Future State Exercise)
Part 03 (Next Steps)
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Thursday, July 28, 11
Workshop Room Setup
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Current State Posters
Graduate Students
CGS Delegates
University Administrators
Chairs
Food & Beverage Table
Materials Tables
Ideal State Posters
Graduate Students
CGS Delegates
University Administrators
Video Cameras on Tripod
There will be a note taker for
each of the groups. Additionally, a
photographer will take photos of the
entire event. The event will also be
audio recorded.
Thursday, July 28, 11
Materials Needed
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3 printed current experience maps
3 printed ideal experience maps
6 set of Touchpoints(1 set for Workshop Part 01 and 1 set for Workshop Part 02)
Extra sticky notes
(to add notes, extra touchpoints, etc.)
15 homework base graphs
15 homework image sheets
15 homework word sheets
1 still camera
2 video cameras (with tripods)
3 Audio recorders
3 Notepads (for each of the notetakers)
1 Notepads (for the moderator)
Consent forms
Sharpie markers & Pens
Extra paper
Food & Beverages
Thursday, July 28, 11
Workshop Part 01The first part of the workshop is an opportunity for
participants to critique a set of sticky note
touchpoints on a linear, time based services
experience cycle. Participants are to manipulate
the touchpoints that have been pre-placed on this
map. The placement is derived from research
observation and the Priming Activity.
This activity represents the current state of CGS’s
services.
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What Touchpoint Critique
(Current State)
When On the date of the Workshop
Format Physical activity, moving sticky
notes around on a pre-designed
map on the wall of the
Workshop room.
Time Frame Beginning portion of the
Workshop - 1.5 hours.
Thursday, July 28, 11
Workshop Part 01 Activity Setup
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Graduate Students CGS Delegates University LeadershipCurrent State Current State Current State
Current State Experience Map
Room Set Up
Thursday, July 28, 11
Workshop Part 01 Breakdown
Discussion Discuss the homework
Activity Critique, rearrange, the Touchpoints on the Current State Maps
Presentation Each group is to present its map to the rest of the participants
Discussion Participants are allowed to discuss the choices made in each of the maps
Summary Moderator invites discussion from the participants around issues such as:
what surprised you (about the other teams' presentations - see Presentation
Discussion Prompt )? Then the moderator summarizes the current state
expressed in the Activity and Presentation
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Thursday, July 28, 11
Workshop Part 01 Introduction & Homework Discussion Prompt
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Introduction to the Workshop (To be said at the top of the workshop)
Thank you all for agreeing to be a part of my workshop. The point of this
workshop is to learn about your experiences at The Ohio State University and for
you to think critically about how graduate students progress through school. In
order to do that, we’ll be drawing from the homework collages that you brought
followed by a couple of activities that build off of the homework and were
explored earlier in a workshop with graduate students and Council of Graduate
Students Delegates.
Before we begin, however, let me explain what all we’ll be doing today. Each of
you is here today because you represent one of the core use segments that serve
the Council of Graduate Students and the OSU graduate student body. Namely,
you fit into the segments of graduate students, Council delegates or university
administrators. You’ll be working in your segments during this workshop.
The workshop is broken into two main parts. Each part follows the same format:
discussion plus an activity. During the first part of the workshop we’ll discuss
what you did in your homework. Then, using the information in your homework,
we’ll critique a map of Touchpoints. After that, each group will present their work
to the entire workshop.
In the second part of the workshop, we’ll continue working in our segment
groups and doing a similar activity to the first part of the workshop. This time
instead of providing you with previously posted Touchpoints, I’ll ask you to map
out the Touchpoints from scratch. Following, we’ll present these new maps and
then vote on the best ideas.
Homework Discussion Prompt (To be said following the Introduction)
Please take a moment and discuss, in your segment groups, what you’ve created in
your homework. Think back to the instructions for this homework and be sure to
discuss things like:
• When did you apply to school?
• Why did you decide to go to grad school?
• How did you choose OSU?
• How did you develop during grad school?
• What stages did you go through?
• Do you have any favorite memories?
• Do you have any bad memories?
• What were your biggest hurdles?
• Who helped you along the way?
We’ll take about 15 minutes to discuss before we begin the first activity.
Thursday, July 28, 11
Workshop Part 01 Current Map Prompt & Presentation/Discussion Prompt
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Segment Group Current Map Prompt(To be said following the Homework Discussion)
Each group has their own map that represents the chronological journey a
graduate student takes from the time they consider going to graduate school all
the way beyond that student’s graduation. Overlaid on these maps are a couple of
things. The lines radiating from the base are lines that represent relevance. The
higher away from the base, the less relevant something is. Additionally, several
large spaces have been added that represent the stages of graduate
development throughout school. These stages were developed after the first
workshop. Lastly, the circular points with writing represent Touchpoints that
graduate students may encounter. These too, came from the smaller workshop.
Within your group, take a moment and consider where these Touchpoints are
placed. Consider their relevance to graduate students. Consider where they fall
into both the stages of development and during the chronology of a student.
Please take some time and rearrange these Touchpoints so that the represent
how graduate students encounter them NOW. While rearranging, Also consider:
• Your personal experiences during graduate school
• What you know about Ohio State
• What you know about the natural issues or activities graduate students
encounter.
Once each group has finished, I’ll ask each of you to present your map.
Presentation / Discussion Prompt (To be said following the Small Group Map Activity)
Tell us what you did. Think about the questions we discussed at the beginning of this
activity. What are the stages your group sees as the graduate student journey.
(Moderator should pose questions as the groups begin)
• In talking to your group members, were you surprised by anything?
• Did you hear any major differences between one another?
• What similarities did you notice between your group members?
• What similarities did you notices from group to group?
• Could you all agree about certain areas of frustration or certain areas that you all
agreed were great points of your experience?
Thursday, July 28, 11
Workshop Part 02The second portion of the workshop involves the
same linear, time-based service experience map.
However, during the second portion of the
Workshop, participants will have the ability to
place the touchpoints where they believe they
should go, or their ideal or future placement on
the service experience. Additionally, participants
will have the ability to add touchpoints where ever
they see necessary.
This activity represents the ideal or future state of
CGS’s services.
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What Touchpoint Placement
(Ideal State)
When On the date of the Workshop
Format Physical activity, moving sticky
notes around on a pre-designed
map on the wall of the
Workshop room.
Time Frame Following Part 01 of the
Workshop - 1.5 hours.
Thursday, July 28, 11
Workshop Part 02 Activity Setup
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Graduate Students CGS Delegates University LeadershipIdeal State Ideal State Ideal State
Ideal State Experience Map
Room Set Up
Thursday, July 28, 11
Workshop Part 02 Breakdown
Activity Place and add touchpoint stickies to the experience map where you believe
they should be rather than where they currently are - what’s ideal.
Presentation Each group is to present its map to the rest of the participants
Discussion Participants are allowed to discuss the choices made in each of the maps
Activity Please vote on the best ideas that you heard in the
Presentation & Discussion
Summary Moderator invites discussion from the participants around issues such as:
what the major differences are (about the other teams' presentations - see
Presentation Discussion Prompt )? Then the moderator summarizes the
future state expressed in the Activity and Presentation
16
Thursday, July 28, 11
Workshop Part 01 Future Map Prompt & Presentation/Discussion Prompt
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Segment Group Future Map Prompt(To be said at the top of Workshop Part 2)
During the first part of this workshop, you were to consider where students
encounter Touchpoints at the current time. Now, I’d like you to place that same
set of Touchpoints where you believe they SHOULD go, or the ideal placement for
these Touchpoints. Unlike the first part of the workshop, you can also add
Touchpoints in the areas that you feel are lacking or not represented. While
placing stickies, consider:
• Where each Touchpoint is currently placed and how the interaction it
represents could benefit students more if it were earlier or later in their
academic careers
• How relevant are these Touchpoints to graduate students?
• What issues did you encounter during graduate school - did you seek out
help that isn’t currently represented on this map?
Once each group has finished, I’ll ask each of you to present your map.
Presentation / Discussion Prompt (To be said following the Segment Group Future Map Activity)
Tell us what you did. Think about the questions we discussed at the beginning of this
activity. What are the stages your group sees as the graduate student journey.
(Moderator should pose questions as the groups begin)
• In talking to your group members, were you surprised by anything?
• Did you hear any major differences between one another?
• What similarities did you notice between your group members?
• What similarities did you notices from group to group?
• Could you all agree about certain areas of frustration or certain areas that you all
agreed were great points of your experience?
Thursday, July 28, 11
Workshop Part 01 Voting Prompt
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Voting for the Best Ideas Prompt(To be said following the discussion of the Future Map)
After hearing every segment groups’ presentation, take these small colored dots
vote for your favorite ideas. Use each of these three stickers to mark where you
believe the most successful or unique ideas are. You can vote on your own map
or the maps the other teams put together.
Remember since this is the future or ideal state of what things COULD be, these
votes represent opportunities to grow for graduate student services.
Once you’ve all voted, we’ll wrap up and get everyone out of here.
Thursday, July 28, 11
AppendixHomework Base Graph
Homework Emotive Stickers
Homework Word Stickers
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Thursday, July 28, 11
Homework Instructions
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ENTRANCE GRADUATION
PLEASE BRING TO WORKSHOP. QUESTIONS? WRITE ALLEN COCHRAN @ [email protected]
Thursday, July 28, 11
Emotive Images
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Thursday, July 28, 11
Emotive Images
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Thursday, July 28, 11
Emotive Images
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Thursday, July 28, 11
Emotive Images
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Frustrated Happy Excited
Thrilled Thesis Dissertation
Blocked! Hard work Too much
Department Issue Tradition
Problem Events Activities
Class Teaching Funding
Advising Writing Reading
Transportation Money Debt
Housing Family Concern
Technology Facilities several extras
Future
Values
Contribution
Grades
Health
Student Loans
Friends
Colleagues
Boss
Advisor
Thursday, July 28, 11