1. The BIG Workshop Agenda
Mapping An Integrated Experience For A University Thesis Research Workshop Agenda
Allen J Cochran
Council of Graduate Students Organization: allenjcochran@gmail.com
A Service Design Case Study cochran.291@osu.edu
Thursday, July 28, 11

2. Executive Summary
Objective
Details
The objective of the BIG workshop is to gather the three main
Who Grad. Students, Council Delegates, Univ. Admin.
user groups of the Council of Graduate Students (CGS) -
graduate students, CGS Delegates, and University What Participate in a workshop about CGS Services
Administrators - in one room to discuss how and when CGS When Date TBD
offers services. There are three parts of the workshop and a
Where Hayes Hall, Rm. TBD
priming activity that is to be done prior to the workshop.
Why To advance the service and experiences of the
The workshop itself is discussion and activity based. In the first
Council of Graduate Students so that they can
part, participants will critique sticky notes placed on a map
better serve their constituencies.
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
Agenda Synopsis
ways that they believe is the ideal way for the user groups to
interact; otherwise this is known as the ideal placement part. Format Primary Activity, Workshop (3 parts), Discussion
Lastly, there is group discussion and a brief presentation at the Duration 3.5 hours
end.
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.
2
Thursday, July 28, 11

3. Workshop Overview
PRE-WORKSHOP WORKSHOP
Activity: Activity: Activity:
Explain Current State Present Future State Present All participants
Homework Homework Activity
Critique of Activity Placement of vote on the
Touchpoints Touchpoints best ideas
Participants are Within their Participants will Participants will Participants will After hearing
Participants are to explain their segmented user present their again work present their about everyone’s
to create collage graduate groups, evaluation of the within their evaluation of the future maps,
maps about their experiences that participants will first activity segments. This first activity participants will
experience and they mapped in evaluate a map of time they will walk around and
journey through their collages the current map the future vote (with
graduate school graduate graduate stickers) for the
experience based experience best ideas of all
on the LITTLE three segment
workshop user maps
activities
INDIVIDUAL SEGMENT, USER GROUPS SEGMENT, USER GROUPS ALL PARTICIPANTS
3
Thursday, July 28, 11

4. Homework
Prior to attending the workshop, participants will What Research Homework Activity
be asked to complete a collage about their
When Prior to arriving at the workshop,
experiences through graduate school. Using
users will complete the
pictures and words, participants will created a
Homework Activity
map that illustrates their positive or negative
attitude at different stages during graduate Format Paper based, collage w/ stickers
school. This collage will then be used at the Time Frame Participants will have one week
beginning of the BIG workshop. to finish this Homework Activity
4
Thursday, July 28, 11

5. Homework Instructions
Instructions ++++
PLEASE BRING TO WORKSHOP. QUESTIONS? WRITE ALLEN COCHRAN @ COCHRAN.291@OSU.EDU
(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:
ENTRANCE GRADUATION
• 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? word word word Each participant will be
word word word provided with one base
word word word
word word word graph (above) one sheet
When you’ve completed your collage, hold on to it and bring it to the workshop. word word word of images (far left) and
We’ll be working in a similar manner during the workshop. word word word
word word word one sheet of words
word word word
word word word (immediate right). These
Remember that there are no right or wrong answers and no one is going to be word word word items are included in the
judged based on their artistic ability. Please do not feel that you must use all of word word word
word word word appendix in more detail.
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.
291@osu.edu.
Thank you for for participating.
5
Thursday, July 28, 11

6. The BIG Workshop
Room Layout
Materials Needed
Part 01 (Current State Exercise)
Part 02 (Future State Exercise)
Part 03 (Next Steps)
6
Thursday, July 28, 11

7. Workshop Room Setup
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.
7
Thursday, July 28, 11

8. Materials Needed
3 printed current experience maps 1 still camera
3 printed ideal experience maps 2 video cameras (with tripods)
6 set of Touchpoints 3 Audio recorders
(1 set for Workshop Part 01 and 1 set for Workshop Part 02)
3 Notepads (for each of the notetakers)
Extra sticky notes
(to add notes, extra touchpoints, etc.) 1 Notepads (for the moderator)
Consent forms
15 homework base graphs Sharpie markers & Pens
15 homework image sheets Extra paper
15 homework word sheets Food & Beverages
8
Thursday, July 28, 11

9. Workshop Part 01
The first part of the workshop is an opportunity for What Touchpoint Critique
participants to critique a set of sticky note (Current State)
touchpoints on a linear, time based services
When On the date of the Workshop
experience cycle. Participants are to manipulate
the touchpoints that have been pre-placed on this Format Physical activity, moving sticky
map. The placement is derived from research notes around on a pre-designed
observation and the Priming Activity. map on the wall of the
Workshop room.
Time Frame Beginning portion of the
This activity represents the current state of CGS’s
Workshop - 1.5 hours.
services.
9
Thursday, July 28, 11

10. Workshop Part 01 Activity Setup
Current State Experience Map
Graduate Students Current State CGS Delegates Current State University Leadership Current State
Room Set Up
10
Thursday, July 28, 11

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
11
Thursday, July 28, 11

12. Workshop Part 01 Introduction & Homework Discussion Prompt
Introduction to the Workshop Homework Discussion Prompt
(To be said at the top of the workshop) (To be said following the Introduction)
Thank you all for agreeing to be a part of my workshop. The point of this Please take a moment and discuss, in your segment groups, what you’ve created in
workshop is to learn about your experiences at The Ohio State University and for your homework. Think back to the instructions for this homework and be sure to
you to think critically about how graduate students progress through school. In discuss things like:
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 • When did you apply to school?
explored earlier in a workshop with graduate students and Council of Graduate
• Why did you decide to go to grad school?
Students Delegates.
• How did you choose OSU?
• How did you develop during grad school?
Before we begin, however, let me explain what all we’ll be doing today. Each of
• What stages did you go through?
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,
• Do you have any favorite memories?
you fit into the segments of graduate students, Council delegates or university • Do you have any bad memories?
administrators. You’ll be working in your segments during this workshop. • What were your biggest hurdles?
• Who helped you along the way?
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 We’ll take about 15 minutes to discuss before we begin the first activity.
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.
12
Thursday, July 28, 11

13. Workshop Part 01 Current Map Prompt & Presentation/Discussion Prompt
Segment Group Current Map Prompt Presentation / Discussion Prompt
(To be said following the Homework Discussion) (To be said following the Small Group Map Activity)
Each group has their own map that represents the chronological journey a Tell us what you did. Think about the questions we discussed at the beginning of this
graduate student takes from the time they consider going to graduate school all activity. What are the stages your group sees as the graduate student journey.
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 (Moderator should pose questions as the groups begin)
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 • In talking to your group members, were you surprised by anything?
workshop. Lastly, the circular points with writing represent Touchpoints that • Did you hear any major differences between one another?
graduate students may encounter. These too, came from the smaller workshop. • What similarities did you notice between your group members?
• What similarities did you notices from group to group?
Within your group, take a moment and consider where these Touchpoints are • Could you all agree about certain areas of frustration or certain areas that you all
placed. Consider their relevance to graduate students. Consider where they fall agreed were great points of your experience?
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.
13
Thursday, July 28, 11

14. Workshop Part 02
The second portion of the workshop involves the What Touchpoint Placement
same linear, time-based service experience map. (Ideal State)
However, during the second portion of the
When On the date of the Workshop
Workshop, participants will have the ability to
place the touchpoints where they believe they Format Physical activity, moving sticky
should go, or their ideal or future placement on notes around on a pre-designed
the service experience. Additionally, participants map on the wall of the
will have the ability to add touchpoints where ever Workshop room.
they see necessary. Time Frame Following Part 01 of the
Workshop - 1.5 hours.
This activity represents the ideal or future state of
CGS’s services.
14
Thursday, July 28, 11

15. Workshop Part 02 Activity Setup
Ideal State Experience Map
Graduate Students Ideal State CGS Delegates Ideal State University Leadership Ideal State
Room Set Up
15
Thursday, July 28, 11

16. 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

17. Workshop Part 01 Future Map Prompt & Presentation/Discussion Prompt
Segment Group Future Map Prompt Presentation / Discussion Prompt
(To be said at the top of Workshop Part 2) (To be said following the Segment Group Future Map Activity)
During the first part of this workshop, you were to consider where students Tell us what you did. Think about the questions we discussed at the beginning of this
encounter Touchpoints at the current time. Now, I’d like you to place that same activity. What are the stages your group sees as the graduate student journey.
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 (Moderator should pose questions as the groups begin)
Touchpoints in the areas that you feel are lacking or not represented. While
placing stickies, consider:
• In talking to your group members, were you surprised by anything?
• Did you hear any major differences between one another?
• Where each Touchpoint is currently placed and how the interaction it
represents could benefit students more if it were earlier or later in their
• What similarities did you notice between your group members?
academic careers • What similarities did you notices from group to group?
• How relevant are these Touchpoints to graduate students? • Could you all agree about certain areas of frustration or certain areas that you all
agreed were great points of your experience?
• 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.
17
Thursday, July 28, 11

18. Workshop Part 01 Voting Prompt
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.
18
Thursday, July 28, 11

19. Appendix
Homework Base Graph
Homework Emotive Stickers
Homework Word Stickers
19
Thursday, July 28, 11

20. Homework Instructions
P L E A S E B R I N G T O W O R K S H O P. QUESTIONS? WRITE ALLEN COCHRAN @ COCHRAN.291@OSU.EDU
++++
+++
++
+
ENTRANCE G R A D U AT I O N
-
--
---
----
20
Thursday, July 28, 11

21. Emotive Images
21
Thursday, July 28, 11

22. Emotive Images
22
Thursday, July 28, 11

23. Emotive Images
23
Thursday, July 28, 11

24. Emotive Images
Frustrated Happy Excited Future
Thrilled Thesis Dissertation Values
Blocked! Hard work Too much Contribution
Department Issue Tradition Grades
Problem Events Activities Health
Class Teaching Funding Student Loans
Advising Writing Reading Friends
Transportation Money Debt Colleagues
Housing Family Concern Boss
Technology Facilities Advisor several extras
24
Thursday, July 28, 11