Service Design Workshop: Determining Graduate Student Needs 01

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

[email protected]

[email protected]

Thursday, July 28, 11

mailto:[email protected]




Executive Summary

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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.


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


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


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.

[email protected].

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.






The BIG WorkshopRoom Layout

Materials Needed

Part 01 (Current State Exercise)

Part 02 (Future State Exercise)

Part 03 (Next Steps)

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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.


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


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.


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


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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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.


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?


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.


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


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

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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?


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.


AppendixHomework Base Graph

Homework Emotive Stickers

Homework Word Stickers

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Homework Instructions

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- - - -

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ENTRANCE GRADUATION

PLEASE BRING TO WORKSHOP. QUESTIONS? WRITE ALLEN COCHRAN @ [email protected]


Emotive Images

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Emotive Images

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Emotive Images

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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


Service Design Workshop: Determining Graduate Student Needs 01

Education

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