SlideShare a Scribd company logo
1 of 28
Download to read offline
A Service Design Model for
Academic Non-Profit Organizations
The Service Experience of The Ohio State University’s
Council of Graduate Students

Thesis Candidate          Advisors


Allen J Cochran           Dr. Peter Kwok Chan
                          Dr. Elizabeth B.-N. Sanders
(513) 549 1554            R. Brian Stone
allenjcochran@gmail.com
cochran.291@osu.edu

www.allenjcochran.com




                                                        Version 05 / 05   Date 2011 03 02   Page 1
Contents
Research Question            XXX
Abstract                     XXX
Argument                     XXX
Needs of Students            XXX
Organizational Chart         XXX
Audience                     XXX
User Scenarios               XXX
Experience Cycle Diagrams    XXX
Primary Research Direction   XXX
Methodology                  XXX
Sales vs. Experience Cycle   XXX
Index of Touch Points        XXX
References                   XXX




                                   Version 05 / 05   Date 2011 03 02   Page 2
Research Question



How can university student
governance bodies utilize a service
design framework to provide a more
translational student experience?



                                 Version 05 / 05   Date 2011 03 02   Page 3
Abstract
In school, students learn theory that they will use in the
professional world. They need ways to apply theories
to better understand the impact those theories have on
professional practice. Student organizations offer year-
round opportunities to do this, thus they offer a variety of
practical services to the student body. Because student
organizations offer these opportunities, there is a place
for designers in the organizations. Just as professional
designers are now designing services for profit driven
corporations, they can also apply those concepts to
not-for-profit academic groups like student organizations.


                                                       Version 05 / 05   Date 2011 03 02   Page 4
Abstract
Overview                                              on behalf of their constituents, provide support
                                                      for issues that affect students, and legislate to       Before even that, however, the exact
Student organizations provide an a semi-
professional outlet for students to participate in.
                                                      produce enforceable action for their audiences.
                                                                                                              definition of a service must be clearly
Student organizations offer opportunities extra-
                                                      But as with all government bodies, if the services
                                                      provided at not clear, well advertised, or thought      stated.
curricularly for students to practice the theories    of as a whole system of interaction with a certain
they are learning in their courses, opportunities     group of constituents, the success rate and impact      •	 What is service design?
to do transdisciplinary work, and engage in           of those services is greatly lessened. In effect, the

                                                                                                              •	 What impact does service
projects that may help build their experiences and    audiences does not understand how to participate
professional resume.                                  in those services, recommend those services to

                                                                                                                 design have in general?
                                                      others, or rely on those services for support when
Ultimately, students who participate in activities    needed.
outside the classroom, are more prepared for the
professional world because they have taken time       This, then, becomes an opportunity for design to
                                                      engage such organizations and offer guidelines
                                                                                                              •	 What impact does service
to apply their knowledge rather than to simply
absorb it in the classroom.                           for how to make those services better. The
                                                      opportunity becomes a service design project.
                                                                                                                 design have on a student
Student governance organizations are one such         In order to better understand, service design must
                                                      first be defined.
                                                                                                                 governance body?
outlet for extra-curricular involvement.

Student governance organizations not only provide                                                             •	 How do the needs of for-profit
                                                                                                                 and not-for profit services differ?
opportunities to provide direction and leadership
to a specific body of students (undergraduate,
graduate, and/or professional students) but also,
in many instances, provide opportunities to govern
other aspects of student involvement (as in the
student governments that govern a university
student organizations).

Like all governance bodies, student governments
provide a service to their constituents as
mentioned above. These organizations advocate




                                                                                                                                            Version 05 / 05   Date 2011 03 02   Page 5
Argument

    Students need outlets to applied the
    theory they learn


    Student Organizations offer outlets for students to
    apply that theory


    This outlet is a service to universities
    and students alike


    Service design frameworks can offer ways for those
    organizations to be more strategic with those services


    To date, service design has been largely applied to for-profit.
    This is an opportunitie to apply it to non-profit, student organizations




                                                                               Version 05 / 05   Date 2011 03 02   Page 6
Needs of Students
Graduate Students                                                                            Self-Actualizing
                                                                                                                Undergraduate Students
                                   Maslow’s
Please note that this map repre-   Heirarchy                                                 Esteem


sents students at The Ohio State   of Needs                                                  Social

University Only.
                                   1942                                                      Security


                                                                                             Physiological
    = 1000 students                                                                                                                                       = 1000 students


 Academic Requirements                     Physiological Needs                                                                                Academic Requirements
                                           These include the most basic needs that are vital to
                Advising                                                                                                                      Advising
                                           survival, such as the need for water, air, food and
                                           sleep. Maslow believed that these needs are the
         Campus Access                                                                                                                        Campus Access
                                           most basic and instinctive needs in the hierarchy
                                           because all needs become secondary until these
         Career Direction                                                                                                                     Career Direction
                                           physiological
                                           needs are met.
   Continued Affirmation                                                                                                                      Continued Affirmation

               Class Size                  Security Needs                                                                                     Class Size
                                           These include needs for safety and security.
                Direction                  Security needs are important for survival, but they                                                Direction
                                           are not as demanding as the physiological needs.
          Exploratoration                  Examples of security needs include a desire for                                                    Exploratoration
                                           steady employment, health insurance, safe
       Expert References                   neighborhoods and shelter                                                                          Expert References
                                           from the environment.
                Freedom                                                                                                                       Freedom

    Funding/Financial Aid                  Social Needs                                                                                       Funding/Financial Aid
                                           These include needs for belonging, love and
               Guidance                    affection. Maslow considered these needs to be                                                     Guidance
                                           less basic than physiological and security needs.
               Incentives                  Relationships such as friendships, romantic                                                        Incentives
                                           attachments and families help fulfill this need for
           Independence                    companionship and acceptance, as does                                                              Independence
                                           involvement in social, community
              Leadership                   or religious groups.                                                                               Leadership

                 Mentors                                                                                                                      Mentors
                                           Esteem Needs
      Proactive Behavior                   After the first three needs have been satisfied,                                                     Proactive Behavior
                                           esteem needs becomes increasingly important.
Professional Development                   These include the need for things that reflect on                                                   Professional Development
                                           self-esteem, personal worth, social recognition and
      Reliance on Others                   accomplishment.                                                                                    Reliance on Others

      Restricted Freedom                                                                                                                      Restricted Freedom
                                           Self-actualizing Needs
              Resources                    This is the highest level of Maslow’s hierarchy of                                                 Resources
                                           needs. Self-actualizing people are self-aware,
           Self-efficiency                 concerned with personal growth, less concerned                                                     Self-efficiency
                                           with the opinions of others and interested fulfilling
      Social Connections                   their potential.                                                                                   Social Connections

                Structure                                                                                                                     Structure

                 Support                                                                                                                      Support

                                                                                                                     Version 05 / 05   Date 2011 03 02             Page 7
Organizational
Charts                                                                                                                                                                                                                            Area of Interest




                                                                                                       Ohio Board of Regents



                                                                                                                                                                                      Board Secretary
                                                                                                       OSU Board of Trustees
                                                                                                                                                                                       (David Franz)


                                                                                                           OSU President
                                         University Senate
                                                                                                          (E. Gordon Gee)
                                                                                                                                                                                                            Asst. to the Pres. & Dir. of Op.
                                                                                                                                                                                                                    (Kate Wolford)


                                                                                                                                                                                                              Counselor to the President
                                                                                                                                                                                                                   (Herb Asher)

                                                                                                         Exec. VP & Provost
                                                                                                            (Jos Alutto)




   Senior VP of       Senior VP of           Senior VP of       Senior. VP of                                                    Senior VP of                 Senior VP of Plan.                         Senior VP of Leg. Aff.      Senior. VP of
                                                                                                                                                                                      Senior VP & CFO
Development (Peter   Gov. Relations          Univ. Comm          Health Sci.                                                  Outreach & Engage.             & Spec. Asst. to Pres.                        & Gen. Counsel          Alumni Relations
                                                                                                                                                                 (Jeff Kaplan)         (Geoff Chatas)       (Chris Culley)
      Weiler)        (Curt Steiner)       (T. Katzenmeyer)     (Steve Gabbe)                                                    (Joyce Beatty)                                                                                      (Archie Griffin)




                                                             VP & Exec. Dean of     CEO of Cancer
                                                                                                                                              Assoc. VP & Ath. Dir.
                                                              Health Sciences          Program
                                                                                                                                                 (Gene Smith)
                                                                (Chip Souba)       (Michael Calguri)




                             VP & Stud. Enroll. &
                                                       VP of Human Resouces       VP of Ag. Admin.        VP of Research                     CIO                  Academic Support            VP of Student Life
                                   Planning
                                                          (Larry Lewellen)         (Bobby Moser)        (Caroline Whitacre)           (Kathleen Starkoff)           Units & Deans          (Javaune Adams-Gaston)
                              (Dolan Evanovich)




                                                                                                                                                                                                 Version 05 / 05       Date 2011 03 02          Page 8
Organizational
Charts                                                                                                                                                                           Area of Interest




 Ohio Board of Regents




 OSU Board of Trustees



     OSU President
    (E. Gordon Gee)



  Exec. VP & Provost
     (Jos Alutto)




    VP of Research              CIO            Academic Support               VP of Student Life
  (Caroline Whitacre)    (Kathleen Starkoff)     Units & Deans             (Javaune Adams-Gaston)




                                                     Council of Graduate        Undergraduate       Interprofessional
                               Representing              Students            Student Government          Council




                                                     ~ 11,000 Students        ~ 41,000 Students     ~ 3,200 Students




                                                                                                       Dentistry        Law   Medical   Veterinary              Optometry            Pharmacy




                                                                                                                                                     Version 05 / 05    Date 2011 03 02        Page 9
Organizational
Charts                                                                                                                                                                                         Area of Interest


                                                                                                 VP of Student Life
                                                                                              (Javaune Adams-Gaston)




                                                                                            Council of Graduate Students               Faculty Advisor

      10 University Senators

                                                       ~ 11,000 Students                           150 Delegates

   Student Trustee appt’d to the
   University Board of Trustees




                                   President                               Vice President                                  Secretary                     Treasurer




                                                                                            Hayes Research                                                                  Ray Travel Award
            Chief of Staff                     Academic Relations
                                                                                                Forum                                                                          Committee



                                               Communications &                             Organization &
         Social Events Chair
                                                Info. Technology                              Elections



                                                DIISC (Diversity &
          Senate Advisory
                                                 Inclusiveness)
                                                                                                    21 Senate Committees
                                                                                                     5 RGC Committees
                                                  Governmental
                                                    Relations
                                                                                                      35 University Wide
                                                                                                         Committees

                                               Health & Wellness



                                                  Outreach &
                                                  Engagement



                                               SERC (Sustainibility
                                                 & Environment)


                                                                                                                                                              Version 05 / 05     Date 2011 03 02          Page 10
Organizational
Charts                                                                                                                   Area of Interest




                           Council of Graduate      Undergraduate       Interprofessional
            Representing       Students          Student Government          Council




                                                     ~ 41,000
                           ~ 11,000 Graduate                          ~ 3,200 Professional
                                                   Undergraduate
                                Students                                    Students
                                                     Students




                                                                                             Version 05 / 05   Date 2011 03 02       Page 11
Audience


      Graduate                       Council                         University
      Students                       Delegates                       Leadership

      Students entering graduate     At The Ohio State University,   University leadership
      programs in 2009 totaled       the Council of Graduate         represents any person
      more and 13.8 million          Students are elected from       in direct control of the
      students across the United     more than 123 programs          university, college,
      States.                        offering graduate degree        department, or group of
                                     tracks.                         students (such as graduate
      At The Ohio State University                                   advisors).
      this number is approximately   Depending on the
      13,000 graduate students,      approximate size of the         While no hard statistics can
      both male and female in all    department this means           be found about this number,
      departments with graduate      there are, at any one time,     the approximate total is
      programs.                      an approximate total of         between 275 - 325 leaders
                                     150 Council Delegates           across The Ohio State
                                     representing the total 13,000   University in all graduate
                                     graduate students.              degree track programs.




                                                                             Version 05 / 05   Date 2011 03 02   Page 12
User Scenarios                                                                    Graduate
                                                                                  Students                                                    Current

                                     University Committees
                                     Standing Organization Committees
        Organization Offices         OSU Administrative Meetings
         Scholarship Opportunities   OSU Administration Connections
         Delegate Meetings
         Delegate Elections
         Give-aways
         Involvement Fair
         Welcome Week




   Description                          Group Dynamic                    Ideal Distribution of Touchpoints
   Students for one reason or           Persons included in this
   another have sought our              group, like general students,
   participation in the Council of      are graduate (masters or
   Graduate students                    doctoral) students studying in
                                        specialized fields.


   Goal                                 Challenges
   To understand the services that      Understanding the council to a
   the council provides and to          degree that would encourage      Graduate students should have a gradual introduction to        at that level until towards the end of their education.
   execute those services to the        advocacy to the general public   the benefits and touchpoints of the Council of graduate        Following it will reduce and then should slowly build
   best of their abilities.             at large.                        students. At a certain point in their graduate careers, this   back up as they are approached to support the
                                                                         amount of knowledge should plateau and continue                university.




                                                                                                                                                                  Version 05 / 05          Date 2011 03 02   Page 13
User Scenarios                                                                          Graduate
                                                                                        Students                                              Potential


                                                                                          OSU Administrative Meetings
                                                           University Committees          OSU Administration Connections
                               Connect Through Email      Scholarship Opportunities Organization Offices Latern Articles     Repeat Scholarship Applicants
                          Delegate Elections   Standing Organization Committees    Delegate Meetings Case Studies        Inter-collegiate Relationships
                 Event Co-sponsorship                  College Presentations                Useful Resources                      Gatherings & Networking
          Give-aways Involvement Fair    General Advertising                                           Website                   Targeted Advertising                                                          Donations
         Welcome Week Connect through Departments         Officer Appearances                                           Regular / Annual Events




   Description                            Group Dynamic                        Ideal Distribution of Touchpoints
   Students for one reason or             Persons included in this
   another have sought our                group, like general students,
   participation in the Council of        are graduate (masters or
   Graduate students                      doctoral) students studying in
                                          specialized fields.


   Goal                                   Challenges
   To understand the services that        Understanding the council to a
   the council provides and to            degree that would encourage          Graduate students should have a gradual introduction to        at that level until towards the end of their education.
   execute those services to the          advocacy to the general public       the benefits and touchpoints of the Council of graduate        Following it will reduce and then should slowly build
   best of their abilities.               at large.                            students. At a certain point in their graduate careers, this   back up as they are approached to support the
                                                                               amount of knowledge should plateau and continue                university.




                                                                                                                                                                        Version 05 / 05          Date 2011 03 02   Page 14
User Scenarios                                                                      Council
                                                                                    Delegates                                                 Current

                               Organization Offices
                               OSU Administrative Meetings

                               OSU Administration Connections

                               Scholarship Opportunities

                               University Committees

         Give-aways            Standing Organization Committees

         Involvement Fair      Delegate Elections
         Welcome Week          Delegate Meetings




   Description                            Group Dynamic                    Ideal Distribution of Touchpoints
   Students for one reason or             Persons included in this
   another have sought our                group, like general students,
   participation in the Council of        are graduate (masters or
   Graduate students                      doctoral) students studying in
                                          specialized fields.


   Goal                                   Challenges
   To understand the services that        Understanding the council to a
   the council provides and to            degree that would encourage      Council Delegates should have a rapid and extensive          ways to work within the Council itself, but there is only
   execute those services to the          advocacy to the general public   introduction to the Council over a very short period         so much to know about the Council. Towards graduate
   best of their abilities.               at large.                        of time. Once they have been essentially trained and         they will dissassociate with the Council to finalize school
                                                                           introduced to the Council, their knowledge should            work. Post-graduation they should have a rapid increase
                                                                           plateau and continue throughout their graduate careers.      of knowledge as they are asked to represent and
                                                                           Their knowledge may increase in other areas of the           support the university.
                                                                           university and certainly they will identify more effecient

                                                                                                                                                                  Version 05 / 05         Date 2011 03 02   Page 15
User Scenarios                                                                         Council
                                                                                       Delegates                                           Potential


                          Scholarship Opportunities       Organization Offices             Latern Articles                                   Case Studies
                       Event Co-sponsorship           University Committees                    OSU Administration Connections
               Connect Through Email           General Advertising            College Presentations                                 OSU Administrative Meetings
            Delegate Elections       Standing Organization Committees      Website           Gatherings & Networking                                 Repeat Scholarship Applicants
          Give-aways Involvement Fair      Delegate Meetings            Useful Resources                        Targeted Advertising                                                       Donations
         Welcome Week      Connect through Departments                  Officer Appearances                   Regular / Annual Events                          Inter-collegiate Relationships




   Description                            Group Dynamic                       Ideal Distribution of Touchpoints
   Students for one reason or             Persons included in this
   another have sought our                group, like general students,
   participation in the Council of        are graduate (masters or
   Graduate students                      doctoral) students studying in
                                          specialized fields.


   Goal                                   Challenges
   To understand the services that        Understanding the council to a
   the council provides and to            degree that would encourage         Council Delegates should have a rapid and extensive          ways to work within the Council itself, but there is only
   execute those services to the          advocacy to the general public      introduction to the Council over a very short period         so much to know about the Council. Towards graduate
   best of their abilities.               at large.                           of time. Once they have been essentially trained and         they will dissassociate with the Council to finalize school
                                                                              introduced to the Council, their knowledge should            work. Post-graduation they should have a rapid increase
                                                                              plateau and continue throughout their graduate careers.      of knowledge as they are asked to represent and
                                                                              Their knowledge may increase in other areas of the           support the university.
                                                                              university and certainly they will identify more effecient

                                                                                                                                                                     Version 05 / 05         Date 2011 03 02   Page 16
User Scenarios                                                                          University
                                                                                        Leadership                                               Current

                                      Organization Offices
         Give-aways                   Delegate Elections         Scholarship Opportunities
         Welcome Week                 Delegate Meetings          Standing Organization Committees
         Involvement Fair




          University Committees       OSU Administrative Meetings
                                      OSU Administration Connections




   Description                              Group Dynamic                      Ideal Distribution of Touchpoints
   University adminisrators that            Persons in this group are high
   have interest in listening to or         ranking administrators at the
   working with the Council.                University who are involved
                                            with student government
                                            projects in a very blue sky.


   Goal                                     Challenges
   To understand the services of            Having enough time to
   the council and advocate down            dedicate to the council and        University leadership is not as transient as the graduate   To that end, they should have a steadily increasing
   through the ranks of thier good          it’s undertakings and then         student population. This group is generally at the          knowledge of the benefits of the Council that is virtually
   work.                                    recommending partnerships          university much longer than any student. As such they       unending.
                                                                               should have previous knowledge of the organization and
                                            with the council to the rest of
                                                                               it’s benefits and touchpoints.
                                            the university.


                                                                                                                                                                     Version 05 / 05         Date 2011 03 02   Page 17
User Scenarios                                                                          University
                                                                                        Leadership                                         Potential
      Targeted Advertising            Repeat Scholarship Applicants
      Scholarship Opportunities       Organization Offices
      Event Co-sponsorship            General Advertising
      Connect Through Email           Useful Resources
       Regular / Annual Events          Gatherings & Networking
       Give-aways
       Involvement Fair


                  OSU Administrative Meetings                Standing Organization Committees                               Latern Articles                          Case Studies
           OSU Administration Connections                College Presentations                  Delegate Meetings                           Website
           Delegate Elections                            Connect through Departments                                              Officer Appearances
        Welcome Week                              University Committees                                      Inter-collegiate Relationships                                                             Donations




   Description                              Group Dynamic                      Ideal Distribution of Touchpoints
   University adminisrators that            Persons in this group are high
   have interest in listening to or         ranking administrators at the
   working with the Council.                University who are involved
                                            with student government
                                            projects in a very blue sky.


   Goal                                     Challenges
   To understand the services of            Having enough time to
   the council and advocate down            dedicate to the council and        University leadership is not as transient as the graduate   To that end, they should have a steadily increasing
   through the ranks of thier good          it’s undertakings and then         student population. This group is generally at the          knowledge of the benefits of the Council that is virtually
   work.                                    recommending partnerships          university much longer than any student. As such they       unending.
                                                                               should have previous knowledge of the organization and
                                            with the council to the rest of
                                                                               it’s benefits and touchpoints.
                                            the university.


                                                                                                                                                                     Version 05 / 05         Date 2011 03 02    Page 18
Experience Cycle                                                                                Theory
Diagrams                                                                             1. Connect &
                                                                                     Attract
                                                                                     The initial connection
                                                                                     with the person and used
                                                                                     that contact to make an
                                                                                     effective and affective
                                            5. Reverberating                         impression
                                            Communicating the
                                                                                                                   1. Compelling

                                                                                      1
                                            benefits to others                                                     Captures the users’s
                                                                                                                   imagination


                 5. Advocate
                 The person actively
                 communicates their


                                                      5
                 satisfaction to others.


                                                                                1

                                                                 5                                      2                                       2. Orient
                                                                                                                                                The overview of preview


                                                                                                                                  2
                                                                                                                                                of what’s available
                                                                                                                                                or possible, allowing
                                                                                                                                                exploration and supporting
                                                                                                                                                the early stages of learning




               4. Generative
               The promise of more
                                                                     4                         3                                             2. Orienting
                                                                                                                                             Helps users navigate
               good things                                                                                                                   the world

                                                            4
                                                                                                      3
                               4. Extend & Retain
                               The person comes
                               back for more as their
                               expectations are raised                                                          3. Interact
                               -- at the same time
                                                                                                                The completion of valuable
                               a significant level of
                                                                                                                or valued activities while
                               loyalty and leverageable
                               relationships are achieved                3. Embedded                            delighting the senses, and
                                                                                                                establishing expectations
                                                                         Become part of                         about the overall content
                                                                         users’ lives                           of the encounters

                                                                                                                Version 05 / 05       Date 2011 03 02               Page 19
Experience Cycle                                                            Application
Diagrams                                                                                      1. Connect &
                                                                                              Attract
                                                                                              •	   Make contact
                                                                                              •	   Seek interest
                                                                                              •	   Provide introduction
                                                                                              •	   Build rapport
                                              5. Reverberating
                                              Empower others to speak
                                                                                                                               1. Compelling

                                                                                               1
                                              for the organization                                                             Be present and
                                                                                                                               informational


                 5. Advocate
                 •	   Document relationship
                      futher


                                                       5
                 •	   Mutual engagement
                 •	   Listen and assist

                                                                                        1

                                                                        5                                         2                                       2. Orient
                                                                                                                                                          •	   Continue Contact


                                                                                                                                            2
                                                                                                                                                          •	   Seek further interest
                                                                                                                                                          •	   Provide further intro
                                                                                                                                                          •	   Develop relationship




               4. Generative
               The continued
                                                                            4                             3                                            2. Orienting
                                                                                                                                                       Be a source of information
               acknowledgement of merit                                                                                                                pertinant to students

                                                           4
                                                                                                                3
                              4. Extend & Retain
                              •	   Engage less
                                   frequently
                              •	   Solicit Responses                                                                      3. Interact
                              •	   Document relationship
                                                                                                                          •	   Provide understanding
                                                                                                                          •	   Develop friendship
                                                                                3. Embedded                               •	   Engage regularly

                                                                                Involve in all aspects of the
                                                                                organization

                                                                                                                          Version 05 / 05       Date 2011 03 02             Page 20
Primary Research
Direction


   Argument
        To date, service design has been              Service design frameworks can                This outlet is a service to                Student Organizations offer outlets            Students need outlets to applied
        largely applied to for-profit. This is        offer ways for those organizations           universities and students alike            for students to apply that theory              the theory they learn
        an opportunitie to apply it to                to be more strategic with those
        non-profit, student organizations             services



   Research Direction
   Literature Review
    Immersion
                             Present Preliminary Work
    IRB Proposal
  5 Qtr Review
                                  Revise Based on Feedback
                                                                                           Guidelines (Prepare & Present)
                                                                                               Test & Verify Guidelines (Card Sorts, Surveys, Make Tools)
                                                                                                                                                  Write
   Spring                                        Summer                                    Autumn                                    Winter                                         Spring              Exam

                                                                                                                                                                                     Version 05 / 05        Date 2011 03 02     Page 21
Methodology
   Literature Review              Current                                          Future
   Keywords                       Immersion                                        Card Sorting

   •	 Service Design              Participating in the Council of Graduate         Card sorts are an opportunity to see if the
                                  Students and regularly observing, the            proposed guidelines make sense in the
                                  interactions that the Council of Gradaute        recommended heirarchy.
   •	 Information Visualization
                                  Students has with its audiences. This
                                  will require a communications audit or
   •	 Translational Research      internal and external communication as           Surveying
                                  well as documentation of regular Council
   •	 Advertising/Marketing       appearances.                                     Surveys will help determine if the proposed
                                                                                   guidelines are understandable by a wide
   •	 Experience Design                                                            range of CGS audiences (graduate students,
                                  Interviewing                                     delegates, and university administration).
   •	 Student Organizations
                                  Interviewing will provide more insight to
   •	 Student Needs
                                  OSU’s particular needs and views of the          Make Tools
                                  Council. Interviews will need to be done both
                                  inside and outside the organization.             Make Tools are a possible testing method.
                                                                                   Like Card Sorts is might be a good indicator
                                                                                   if the proposed guidelines are sufficient and
                                  Photographing                                    make good sense.

                                  Photographing the Council, its events, and
                                  its materials will provide references for both
                                  observation and interviews.




                                                                                                              Version 05 / 05   Date 2011 03 02   Page 22
Test Room Setup


        Graduate Students   Delegates        University Leadership




                                             Work Materials
                            Work Materials
          Work Materials




                                                         ac   ks
                                              Foo d / Sn



                                                               Version 05 / 05   Date 2011 03 02   Page 23
Sales Cycle vs.
Experience Cycle
    Stage       Awareness   Consideration   Selection




                Potential   Interested      Actual
    Pool Size
                Audience    Prospects       Customers




    Time




                                                Version 05 / 05   Date 2011 03 02   Page 24
Sales Cycle vs.
Experience Cycle




                   Version 05 / 05   Date 2011 03 02   Page 25
Index of Touch Points                                                                                                                            Current Opportunities                Future Opportunities




   Case Studies                                   Critique                                             Delegate Meetings                                 Critique

   White papers that discuss CGS’s positive       White papers that discuss CGS’s positive results     Use the monthly Delegate meetings to leverage     White papers that discuss CGS’s positive results
   results the come from projects, legislation,   the come from projects, legislation, and committee   greater general interaction with students and     the come from projects, legislation, and committee
   and committee work.                            work.                                                student organizations.                            work.



   Connect through Departments




                                                              DRAFT




                                                                                                                                                                       DRAFT
                                                                                                        Donations
   Work with CGS Delegates to enhance
                                                                                                        Once relationships have been established
   relationship with each University department   White papers that discuss CGS’s positive results                                                       White papers that discuss CGS’s positive results
                                                                                                        to a greater degree than at the present, use
   by providing additional materials and          the come from projects, legislation, and committee                                                     the come from projects, legislation, and committee
                                                                                                        CGS as a means to raise money for the
   creating more opportunities to work with       work.                                                                                                  work.
                                                                                                        University and student funded projects
   Graduate Coordinators


   Connect Through Email
                                                                                                        Event Co-sponsorship
   Use the University e-mail system more
                                                                                                        Showcase CGS through co-sponsoship of
   effectively by taking full advantage of week   White papers that discuss CGS’s positive results                                                       White papers that discuss CGS’s positive results
                                                                                                        events. In this way, CGS would build it’s
   OSU updates e-mail and the allotted annual     the come from projects, legislation, and committee                                                     the come from projects, legislation, and committee
                                                                                                        brand through logo placement and officer
   gratudate student body e-maisl granted by      work.                                                                                                  work.
                                                                                                        appearances.
   the Graduate School



   College Presentations                                                                                Gatherings & Networking

   Host regular presentation sessions of what     White papers that discuss CGS’s positive results      Use every social event, CGS sponsored or         White papers that discuss CGS’s positive results
   CGS does to each department across the         the come from projects, legislation, and committee    not, as an opportunity to hand out literature,   the come from projects, legislation, and committee
   university                                     work.                                                 interact with constituents, and promote CGS      work.




                                                                                                        General Advertising
   Delegate Elections
                                                                                                        Regularly advertise CGS around campus,
   Use the bi-annual elections to leverage        White papers that discuss CGS’s positive results                                                       White papers that discuss CGS’s positive results
                                                                                                        on CABS busses, on posters in buildings,
   student participation and to showcase          the come from projects, legislation, and committee                                                     the come from projects, legislation, and committee
                                                                                                        and like spaces so that we are recognized
   CGS’s work.                                    work.                                                                                                  work.
                                                                                                        on and around campus.


                                                                                                                                                              Version 05 / 05     Date 2011 03 02        Page 26
Index of Touch Points                                                                                                                        Current Opportunities                Future Opportunities




   Give-aways                                                                                        Organization Offices
                                                Critique                                                                                             Critique
   Use free give-away items as a way to                                                              Create opportunities for students at large
   connect Delegates with constituents,                                                              and delegates alike to use and interface
                                                White papers that discuss CGS’s positive results                                                     White papers that discuss CGS’s positive results
   promote visibility of the CGS logo, and
                                                the come from projects, legislation, and committee   with the CGS offices.                           the come from projects, legislation, and committee
   interact with the public. These items also
   provide greater visibilty to CGS’s           work.                                                                                                work.
   overal brand.

   Inter-collegiate Relationships                                                                    OSU Administration




                                                          DRAFT




                                                                                                                                                                  DRAFT
                                                                                                     Connections
   Engage other universities on collaborative
   projects and regular meetings to discuss     White papers that discuss CGS’s positive results     Leverage CGS position within OSU to             White papers that discuss CGS’s positive results
   graduate needs.                              the come from projects, legislation, and committee   showcase our efforts to the administration      the come from projects, legislation, and committee
                                                work.                                                through regular communication and               work.
                                                                                                     reports on projects.


   Involvement Fair                                                                                  OSU Administrative Meetings

   Present in a larger booth at the annual                                                           Work to increase the number of
   student organization involvement fair.       White papers that discuss CGS’s positive results     administrative meetings CGS attends and/        White papers that discuss CGS’s positive results
                                                the come from projects, legislation, and committee   or the number of university committess          the come from projects, legislation, and committee
                                                work.                                                CGS appoints members too so that we             work.
                                                                                                     have a great presence.


   Latern Articles                                                                                   Regular / Annual Events

   Along with advertising, CGS should work                                                           Schedule regular events and establish
   to promote it’s projects and efforts via     White papers that discuss CGS’s positive results     an acurate timeline to execute them             White papers that discuss CGS’s positive results
   articlaes in the campus newspaper.           the come from projects, legislation, and committee   so that they are easy to host and so            the come from projects, legislation, and committee
                                                work.                                                that they have the maximum impact on            work.
                                                                                                     constituents.


   Officer Appearances                                                                               Repeat Scholarship
                                                                                                     Applicants
   Officers should work to make as many
   appearances as possible at student group     White papers that discuss CGS’s positive results     Maintain communication with scholarship         White papers that discuss CGS’s positive results
   meetings, department meetings, university    the come from projects, legislation, and committee   award winners so that they can apply            the come from projects, legislation, and committee
   meetings, and the like. Each opportunity     work.                                                again or inform CGS of more recent work         work.
   can be a chance to discuss CGS.                                                                   for us to promote.

                                                                                                                                                          Version 05 / 05     Date 2011 03 02        Page 27
Index of Touch Points                                                                                                                          Current Opportunities               Future Opportunities




   Scholarship Opportunities                                                                           Website
                                                  Critique                                                                                             Critique
   Advertise for the several scholarship                                                               As an easy and cheap way to diseminate
   opportunities and promote them through         White papers that discuss CGS’s positive results     information, the website should be regularly    White papers that discuss CGS’s positive results
   events. These are one of the greatest          the come from projects, legislation, and committee   enhanced, promoted, and utiliized as a          the come from projects, legislation, and committee
   opportunities for CGS to give and should be    work.                                                strong communication tool. This should also     work.
   considered high priority.                                                                           be considered a high priority.


   Standing Organization                                                                               Welcome Week




                                                             DRAFT




                                                                                                                                                                    DRAFT
   Committees
                                                                                                       Like the annual involvement fair, CGS
   Enhance and formalize CGS committee            White papers that discuss CGS’s positive results     should have a large presence during             White papers that discuss CGS’s positive results
   efforts so that they spend more time working   the come from projects, legislation, and committee   Welcome Week because it is generally the        the come from projects, legislation, and committee
   and less time planning and thus are more       work.                                                first opportunity to introduce CGS to the       work.
   effective and interesting for students to                                                           graduate students.


   Targeted Advertising

   When concerning projects or events, target
   audiences that will make each opportunity a    White papers that discuss CGS’s positive results
   larger success.                                the come from projects, legislation, and committee
                                                  work.



   University Committees

   Work to increse the number of University-
   wide committees CGS makes appointments         White papers that discuss CGS’s positive results
   to. In this way we will have a greater         the come from projects, legislation, and committee
   presence.                                      work.



   Useful Resources

   CGS should be a hub for graduate students
   and should be the easiest place to go for      White papers that discuss CGS’s positive results
   information regarding issues and concerns      the come from projects, legislation, and committee
   of our constituents                            work.


                                                                                                                                                           Version 05 / 05      Date 2011 03 02        Page 28

More Related Content

What's hot (7)

Deans Executive Council Notes 2010
Deans Executive Council Notes 2010Deans Executive Council Notes 2010
Deans Executive Council Notes 2010
 
ISBE 2012
ISBE 2012 ISBE 2012
ISBE 2012
 
Learning Session 2-3 A Learning-to-Work Partnership - Apprenticeship and College
Learning Session 2-3 A Learning-to-Work Partnership - Apprenticeship and CollegeLearning Session 2-3 A Learning-to-Work Partnership - Apprenticeship and College
Learning Session 2-3 A Learning-to-Work Partnership - Apprenticeship and College
 
University of Michigan Sakai Case Study
University of Michigan Sakai Case StudyUniversity of Michigan Sakai Case Study
University of Michigan Sakai Case Study
 
Differences in Leadership Styles of Principals in Public Colleges of Educati...
 Differences in Leadership Styles of Principals in Public Colleges of Educati... Differences in Leadership Styles of Principals in Public Colleges of Educati...
Differences in Leadership Styles of Principals in Public Colleges of Educati...
 
Winter 2010 post
Winter 2010 postWinter 2010 post
Winter 2010 post
 
RAHSI Info Tool 2009
RAHSI Info Tool 2009RAHSI Info Tool 2009
RAHSI Info Tool 2009
 

Similar to A Service Design Model for Academic Non-Profit Organizations

SSO Faculty Advisor Guide
SSO Faculty Advisor GuideSSO Faculty Advisor Guide
SSO Faculty Advisor Guidesli_events
 
SSO Faculty Advisor Guide - Information
SSO Faculty Advisor Guide - InformationSSO Faculty Advisor Guide - Information
SSO Faculty Advisor Guide - Informationsli_events
 
Service learning week 2 pp
Service learning week 2 ppService learning week 2 pp
Service learning week 2 ppsheinert
 
52 Journal of College Science TeachingThe partnership betw.docx
52 Journal of College Science TeachingThe partnership betw.docx52 Journal of College Science TeachingThe partnership betw.docx
52 Journal of College Science TeachingThe partnership betw.docxblondellchancy
 
52 Journal of College Science TeachingThe partnership betw.docx
52 Journal of College Science TeachingThe partnership betw.docx52 Journal of College Science TeachingThe partnership betw.docx
52 Journal of College Science TeachingThe partnership betw.docxfredharris32
 
Conventionalities and answer ability in the teaching employment
Conventionalities and answer ability in the teaching employmentConventionalities and answer ability in the teaching employment
Conventionalities and answer ability in the teaching employmentIJERA Editor
 
SSO Student leader guide
SSO Student leader guideSSO Student leader guide
SSO Student leader guidesli_events
 
Center for Excellence in Teaching and Learning at WSSU: Towards an Effective ...
Center for Excellence in Teaching and Learning at WSSU: Towards an Effective ...Center for Excellence in Teaching and Learning at WSSU: Towards an Effective ...
Center for Excellence in Teaching and Learning at WSSU: Towards an Effective ...Alvaro Galvis
 
Professor Peter McKiernan PDW on Engaged Scholarship at the 2012 IAM Conferen...
Professor Peter McKiernan PDW on Engaged Scholarship at the 2012 IAM Conferen...Professor Peter McKiernan PDW on Engaged Scholarship at the 2012 IAM Conferen...
Professor Peter McKiernan PDW on Engaged Scholarship at the 2012 IAM Conferen...IAMIreland
 
OCW- Open Sharing, Local Payoff
OCW- Open Sharing, Local PayoffOCW- Open Sharing, Local Payoff
OCW- Open Sharing, Local PayoffSunnie Kim
 
SSO Leadership Team Guide - Information
SSO Leadership Team Guide - InformationSSO Leadership Team Guide - Information
SSO Leadership Team Guide - Informationsli_events
 
Implementing Service Learning into the Classroom
Implementing Service Learning into the ClassroomImplementing Service Learning into the Classroom
Implementing Service Learning into the ClassroomMarcus Bronsord, MBA
 
Augmenting Higher Education Students Work Experiences Preferred Purposes An...
Augmenting Higher Education Students  Work Experiences  Preferred Purposes An...Augmenting Higher Education Students  Work Experiences  Preferred Purposes An...
Augmenting Higher Education Students Work Experiences Preferred Purposes An...Tony Lisko
 
Donna Charlton & William Allan Kritsonis, PhD
Donna Charlton & William Allan Kritsonis, PhDDonna Charlton & William Allan Kritsonis, PhD
Donna Charlton & William Allan Kritsonis, PhDWilliam Kritsonis
 
Development of Administrative Theory
Development of Administrative TheoryDevelopment of Administrative Theory
Development of Administrative TheoryAntwuan Stinson
 
Hughes a_national_perspective___an_exploration_of_professional_learning_comm...
Hughes  a_national_perspective___an_exploration_of_professional_learning_comm...Hughes  a_national_perspective___an_exploration_of_professional_learning_comm...
Hughes a_national_perspective___an_exploration_of_professional_learning_comm...William Kritsonis
 
Hughes a_national_perspective___an_exploration_of_professional_learning_comm...
Hughes  a_national_perspective___an_exploration_of_professional_learning_comm...Hughes  a_national_perspective___an_exploration_of_professional_learning_comm...
Hughes a_national_perspective___an_exploration_of_professional_learning_comm...William Kritsonis
 

Similar to A Service Design Model for Academic Non-Profit Organizations (20)

SSO Faculty Advisor Guide
SSO Faculty Advisor GuideSSO Faculty Advisor Guide
SSO Faculty Advisor Guide
 
SSO Faculty Advisor Guide - Information
SSO Faculty Advisor Guide - InformationSSO Faculty Advisor Guide - Information
SSO Faculty Advisor Guide - Information
 
Service learning week 2 pp
Service learning week 2 ppService learning week 2 pp
Service learning week 2 pp
 
52 Journal of College Science TeachingThe partnership betw.docx
52 Journal of College Science TeachingThe partnership betw.docx52 Journal of College Science TeachingThe partnership betw.docx
52 Journal of College Science TeachingThe partnership betw.docx
 
52 Journal of College Science TeachingThe partnership betw.docx
52 Journal of College Science TeachingThe partnership betw.docx52 Journal of College Science TeachingThe partnership betw.docx
52 Journal of College Science TeachingThe partnership betw.docx
 
Conventionalities and answer ability in the teaching employment
Conventionalities and answer ability in the teaching employmentConventionalities and answer ability in the teaching employment
Conventionalities and answer ability in the teaching employment
 
B
BB
B
 
SSO Student leader guide
SSO Student leader guideSSO Student leader guide
SSO Student leader guide
 
Center for Excellence in Teaching and Learning at WSSU: Towards an Effective ...
Center for Excellence in Teaching and Learning at WSSU: Towards an Effective ...Center for Excellence in Teaching and Learning at WSSU: Towards an Effective ...
Center for Excellence in Teaching and Learning at WSSU: Towards an Effective ...
 
Professor Peter McKiernan PDW on Engaged Scholarship at the 2012 IAM Conferen...
Professor Peter McKiernan PDW on Engaged Scholarship at the 2012 IAM Conferen...Professor Peter McKiernan PDW on Engaged Scholarship at the 2012 IAM Conferen...
Professor Peter McKiernan PDW on Engaged Scholarship at the 2012 IAM Conferen...
 
OCW- Open Sharing, Local Payoff
OCW- Open Sharing, Local PayoffOCW- Open Sharing, Local Payoff
OCW- Open Sharing, Local Payoff
 
SSO Leadership Team Guide - Information
SSO Leadership Team Guide - InformationSSO Leadership Team Guide - Information
SSO Leadership Team Guide - Information
 
Implementing Service Learning into the Classroom
Implementing Service Learning into the ClassroomImplementing Service Learning into the Classroom
Implementing Service Learning into the Classroom
 
Augmenting Higher Education Students Work Experiences Preferred Purposes An...
Augmenting Higher Education Students  Work Experiences  Preferred Purposes An...Augmenting Higher Education Students  Work Experiences  Preferred Purposes An...
Augmenting Higher Education Students Work Experiences Preferred Purposes An...
 
5 charlton
5 charlton5 charlton
5 charlton
 
Donna Charlton & William Allan Kritsonis, PhD
Donna Charlton & William Allan Kritsonis, PhDDonna Charlton & William Allan Kritsonis, PhD
Donna Charlton & William Allan Kritsonis, PhD
 
Development of Administrative Theory
Development of Administrative TheoryDevelopment of Administrative Theory
Development of Administrative Theory
 
Hughes cohort i
Hughes   cohort iHughes   cohort i
Hughes cohort i
 
Hughes a_national_perspective___an_exploration_of_professional_learning_comm...
Hughes  a_national_perspective___an_exploration_of_professional_learning_comm...Hughes  a_national_perspective___an_exploration_of_professional_learning_comm...
Hughes a_national_perspective___an_exploration_of_professional_learning_comm...
 
Hughes a_national_perspective___an_exploration_of_professional_learning_comm...
Hughes  a_national_perspective___an_exploration_of_professional_learning_comm...Hughes  a_national_perspective___an_exploration_of_professional_learning_comm...
Hughes a_national_perspective___an_exploration_of_professional_learning_comm...
 

More from Allen Cochran

2013 Professional Portfolio
2013 Professional Portfolio2013 Professional Portfolio
2013 Professional PortfolioAllen Cochran
 
Eng workshop-pres-v01
Eng workshop-pres-v01Eng workshop-pres-v01
Eng workshop-pres-v01Allen Cochran
 
NAGPS 2012 Midwest Regional Conference Program & Agenda
NAGPS 2012 Midwest Regional Conference Program & AgendaNAGPS 2012 Midwest Regional Conference Program & Agenda
NAGPS 2012 Midwest Regional Conference Program & AgendaAllen Cochran
 
2012 Profession Portfolio of Allen J Cochran
2012 Profession Portfolio of Allen J Cochran2012 Profession Portfolio of Allen J Cochran
2012 Profession Portfolio of Allen J CochranAllen Cochran
 
Allenjcochran 08 irbprelimproposal
Allenjcochran 08 irbprelimproposalAllenjcochran 08 irbprelimproposal
Allenjcochran 08 irbprelimproposalAllen Cochran
 
Allenjcochran 07 citicert
Allenjcochran 07 citicertAllenjcochran 07 citicert
Allenjcochran 07 citicertAllen Cochran
 
Allenjcochran 05 3rd_qtrdocs
Allenjcochran 05 3rd_qtrdocsAllenjcochran 05 3rd_qtrdocs
Allenjcochran 05 3rd_qtrdocsAllen Cochran
 
Allenjcochran 04 pilot02
Allenjcochran 04 pilot02Allenjcochran 04 pilot02
Allenjcochran 04 pilot02Allen Cochran
 
Allenjcochran 03 pilot01
Allenjcochran 03 pilot01Allenjcochran 03 pilot01
Allenjcochran 03 pilot01Allen Cochran
 
Allenjcochran 02 ab,bib,cplan
Allenjcochran 02 ab,bib,cplanAllenjcochran 02 ab,bib,cplan
Allenjcochran 02 ab,bib,cplanAllen Cochran
 
Allenjcochran 01 stateintent
Allenjcochran 01 stateintentAllenjcochran 01 stateintent
Allenjcochran 01 stateintentAllen Cochran
 
Allenjcochran 06 poster
Allenjcochran 06 posterAllenjcochran 06 poster
Allenjcochran 06 posterAllen Cochran
 
Eval presentation v04
Eval presentation v04Eval presentation v04
Eval presentation v04Allen Cochran
 
Allenjcochran 3rd qtr_docs
Allenjcochran 3rd qtr_docsAllenjcochran 3rd qtr_docs
Allenjcochran 3rd qtr_docsAllen Cochran
 

More from Allen Cochran (20)

What Is Design?
What Is Design?What Is Design?
What Is Design?
 
2013 Professional Portfolio
2013 Professional Portfolio2013 Professional Portfolio
2013 Professional Portfolio
 
Eng workshop-pres-v01
Eng workshop-pres-v01Eng workshop-pres-v01
Eng workshop-pres-v01
 
Local scholar
Local scholarLocal scholar
Local scholar
 
Bi omap
Bi omapBi omap
Bi omap
 
Neofinder
NeofinderNeofinder
Neofinder
 
Gee reception
Gee receptionGee reception
Gee reception
 
NAGPS 2012 Midwest Regional Conference Program & Agenda
NAGPS 2012 Midwest Regional Conference Program & AgendaNAGPS 2012 Midwest Regional Conference Program & Agenda
NAGPS 2012 Midwest Regional Conference Program & Agenda
 
2012 Profession Portfolio of Allen J Cochran
2012 Profession Portfolio of Allen J Cochran2012 Profession Portfolio of Allen J Cochran
2012 Profession Portfolio of Allen J Cochran
 
Allenjcochran 08 irbprelimproposal
Allenjcochran 08 irbprelimproposalAllenjcochran 08 irbprelimproposal
Allenjcochran 08 irbprelimproposal
 
Allenjcochran 07 citicert
Allenjcochran 07 citicertAllenjcochran 07 citicert
Allenjcochran 07 citicert
 
Allenjcochran 05 3rd_qtrdocs
Allenjcochran 05 3rd_qtrdocsAllenjcochran 05 3rd_qtrdocs
Allenjcochran 05 3rd_qtrdocs
 
Allenjcochran 04 pilot02
Allenjcochran 04 pilot02Allenjcochran 04 pilot02
Allenjcochran 04 pilot02
 
Allenjcochran 03 pilot01
Allenjcochran 03 pilot01Allenjcochran 03 pilot01
Allenjcochran 03 pilot01
 
Allenjcochran 02 ab,bib,cplan
Allenjcochran 02 ab,bib,cplanAllenjcochran 02 ab,bib,cplan
Allenjcochran 02 ab,bib,cplan
 
Allenjcochran 01 stateintent
Allenjcochran 01 stateintentAllenjcochran 01 stateintent
Allenjcochran 01 stateintent
 
Allenjcochran 06 poster
Allenjcochran 06 posterAllenjcochran 06 poster
Allenjcochran 06 poster
 
Eval report v_f
Eval report v_fEval report v_f
Eval report v_f
 
Eval presentation v04
Eval presentation v04Eval presentation v04
Eval presentation v04
 
Allenjcochran 3rd qtr_docs
Allenjcochran 3rd qtr_docsAllenjcochran 3rd qtr_docs
Allenjcochran 3rd qtr_docs
 

Recently uploaded

THEORIES OF ORGANIZATION-PUBLIC ADMINISTRATION
THEORIES OF ORGANIZATION-PUBLIC ADMINISTRATIONTHEORIES OF ORGANIZATION-PUBLIC ADMINISTRATION
THEORIES OF ORGANIZATION-PUBLIC ADMINISTRATIONHumphrey A Beña
 
Procuring digital preservation CAN be quick and painless with our new dynamic...
Procuring digital preservation CAN be quick and painless with our new dynamic...Procuring digital preservation CAN be quick and painless with our new dynamic...
Procuring digital preservation CAN be quick and painless with our new dynamic...Jisc
 
Visit to a blind student's school🧑‍🦯🧑‍🦯(community medicine)
Visit to a blind student's school🧑‍🦯🧑‍🦯(community medicine)Visit to a blind student's school🧑‍🦯🧑‍🦯(community medicine)
Visit to a blind student's school🧑‍🦯🧑‍🦯(community medicine)lakshayb543
 
USPS® Forced Meter Migration - How to Know if Your Postage Meter Will Soon be...
USPS® Forced Meter Migration - How to Know if Your Postage Meter Will Soon be...USPS® Forced Meter Migration - How to Know if Your Postage Meter Will Soon be...
USPS® Forced Meter Migration - How to Know if Your Postage Meter Will Soon be...Postal Advocate Inc.
 
What is Model Inheritance in Odoo 17 ERP
What is Model Inheritance in Odoo 17 ERPWhat is Model Inheritance in Odoo 17 ERP
What is Model Inheritance in Odoo 17 ERPCeline George
 
Barangay Council for the Protection of Children (BCPC) Orientation.pptx
Barangay Council for the Protection of Children (BCPC) Orientation.pptxBarangay Council for the Protection of Children (BCPC) Orientation.pptx
Barangay Council for the Protection of Children (BCPC) Orientation.pptxCarlos105
 
Incoming and Outgoing Shipments in 3 STEPS Using Odoo 17
Incoming and Outgoing Shipments in 3 STEPS Using Odoo 17Incoming and Outgoing Shipments in 3 STEPS Using Odoo 17
Incoming and Outgoing Shipments in 3 STEPS Using Odoo 17Celine George
 
ACC 2024 Chronicles. Cardiology. Exam.pdf
ACC 2024 Chronicles. Cardiology. Exam.pdfACC 2024 Chronicles. Cardiology. Exam.pdf
ACC 2024 Chronicles. Cardiology. Exam.pdfSpandanaRallapalli
 
Proudly South Africa powerpoint Thorisha.pptx
Proudly South Africa powerpoint Thorisha.pptxProudly South Africa powerpoint Thorisha.pptx
Proudly South Africa powerpoint Thorisha.pptxthorishapillay1
 
Inclusivity Essentials_ Creating Accessible Websites for Nonprofits .pdf
Inclusivity Essentials_ Creating Accessible Websites for Nonprofits .pdfInclusivity Essentials_ Creating Accessible Websites for Nonprofits .pdf
Inclusivity Essentials_ Creating Accessible Websites for Nonprofits .pdfTechSoup
 
INTRODUCTION TO CATHOLIC CHRISTOLOGY.pptx
INTRODUCTION TO CATHOLIC CHRISTOLOGY.pptxINTRODUCTION TO CATHOLIC CHRISTOLOGY.pptx
INTRODUCTION TO CATHOLIC CHRISTOLOGY.pptxHumphrey A Beña
 
ECONOMIC CONTEXT - PAPER 1 Q3: NEWSPAPERS.pptx
ECONOMIC CONTEXT - PAPER 1 Q3: NEWSPAPERS.pptxECONOMIC CONTEXT - PAPER 1 Q3: NEWSPAPERS.pptx
ECONOMIC CONTEXT - PAPER 1 Q3: NEWSPAPERS.pptxiammrhaywood
 
Concurrency Control in Database Management system
Concurrency Control in Database Management systemConcurrency Control in Database Management system
Concurrency Control in Database Management systemChristalin Nelson
 
Like-prefer-love -hate+verb+ing & silent letters & citizenship text.pdf
Like-prefer-love -hate+verb+ing & silent letters & citizenship text.pdfLike-prefer-love -hate+verb+ing & silent letters & citizenship text.pdf
Like-prefer-love -hate+verb+ing & silent letters & citizenship text.pdfMr Bounab Samir
 
Influencing policy (training slides from Fast Track Impact)
Influencing policy (training slides from Fast Track Impact)Influencing policy (training slides from Fast Track Impact)
Influencing policy (training slides from Fast Track Impact)Mark Reed
 
HỌC TỐT TIẾNG ANH 11 THEO CHƯƠNG TRÌNH GLOBAL SUCCESS ĐÁP ÁN CHI TIẾT - CẢ NĂ...
HỌC TỐT TIẾNG ANH 11 THEO CHƯƠNG TRÌNH GLOBAL SUCCESS ĐÁP ÁN CHI TIẾT - CẢ NĂ...HỌC TỐT TIẾNG ANH 11 THEO CHƯƠNG TRÌNH GLOBAL SUCCESS ĐÁP ÁN CHI TIẾT - CẢ NĂ...
HỌC TỐT TIẾNG ANH 11 THEO CHƯƠNG TRÌNH GLOBAL SUCCESS ĐÁP ÁN CHI TIẾT - CẢ NĂ...Nguyen Thanh Tu Collection
 
FILIPINO PSYCHology sikolohiyang pilipino
FILIPINO PSYCHology sikolohiyang pilipinoFILIPINO PSYCHology sikolohiyang pilipino
FILIPINO PSYCHology sikolohiyang pilipinojohnmickonozaleda
 

Recently uploaded (20)

THEORIES OF ORGANIZATION-PUBLIC ADMINISTRATION
THEORIES OF ORGANIZATION-PUBLIC ADMINISTRATIONTHEORIES OF ORGANIZATION-PUBLIC ADMINISTRATION
THEORIES OF ORGANIZATION-PUBLIC ADMINISTRATION
 
Procuring digital preservation CAN be quick and painless with our new dynamic...
Procuring digital preservation CAN be quick and painless with our new dynamic...Procuring digital preservation CAN be quick and painless with our new dynamic...
Procuring digital preservation CAN be quick and painless with our new dynamic...
 
Visit to a blind student's school🧑‍🦯🧑‍🦯(community medicine)
Visit to a blind student's school🧑‍🦯🧑‍🦯(community medicine)Visit to a blind student's school🧑‍🦯🧑‍🦯(community medicine)
Visit to a blind student's school🧑‍🦯🧑‍🦯(community medicine)
 
USPS® Forced Meter Migration - How to Know if Your Postage Meter Will Soon be...
USPS® Forced Meter Migration - How to Know if Your Postage Meter Will Soon be...USPS® Forced Meter Migration - How to Know if Your Postage Meter Will Soon be...
USPS® Forced Meter Migration - How to Know if Your Postage Meter Will Soon be...
 
YOUVE GOT EMAIL_FINALS_EL_DORADO_2024.pptx
YOUVE GOT EMAIL_FINALS_EL_DORADO_2024.pptxYOUVE GOT EMAIL_FINALS_EL_DORADO_2024.pptx
YOUVE GOT EMAIL_FINALS_EL_DORADO_2024.pptx
 
What is Model Inheritance in Odoo 17 ERP
What is Model Inheritance in Odoo 17 ERPWhat is Model Inheritance in Odoo 17 ERP
What is Model Inheritance in Odoo 17 ERP
 
Barangay Council for the Protection of Children (BCPC) Orientation.pptx
Barangay Council for the Protection of Children (BCPC) Orientation.pptxBarangay Council for the Protection of Children (BCPC) Orientation.pptx
Barangay Council for the Protection of Children (BCPC) Orientation.pptx
 
FINALS_OF_LEFT_ON_C'N_EL_DORADO_2024.pptx
FINALS_OF_LEFT_ON_C'N_EL_DORADO_2024.pptxFINALS_OF_LEFT_ON_C'N_EL_DORADO_2024.pptx
FINALS_OF_LEFT_ON_C'N_EL_DORADO_2024.pptx
 
Incoming and Outgoing Shipments in 3 STEPS Using Odoo 17
Incoming and Outgoing Shipments in 3 STEPS Using Odoo 17Incoming and Outgoing Shipments in 3 STEPS Using Odoo 17
Incoming and Outgoing Shipments in 3 STEPS Using Odoo 17
 
ACC 2024 Chronicles. Cardiology. Exam.pdf
ACC 2024 Chronicles. Cardiology. Exam.pdfACC 2024 Chronicles. Cardiology. Exam.pdf
ACC 2024 Chronicles. Cardiology. Exam.pdf
 
Proudly South Africa powerpoint Thorisha.pptx
Proudly South Africa powerpoint Thorisha.pptxProudly South Africa powerpoint Thorisha.pptx
Proudly South Africa powerpoint Thorisha.pptx
 
Inclusivity Essentials_ Creating Accessible Websites for Nonprofits .pdf
Inclusivity Essentials_ Creating Accessible Websites for Nonprofits .pdfInclusivity Essentials_ Creating Accessible Websites for Nonprofits .pdf
Inclusivity Essentials_ Creating Accessible Websites for Nonprofits .pdf
 
INTRODUCTION TO CATHOLIC CHRISTOLOGY.pptx
INTRODUCTION TO CATHOLIC CHRISTOLOGY.pptxINTRODUCTION TO CATHOLIC CHRISTOLOGY.pptx
INTRODUCTION TO CATHOLIC CHRISTOLOGY.pptx
 
ECONOMIC CONTEXT - PAPER 1 Q3: NEWSPAPERS.pptx
ECONOMIC CONTEXT - PAPER 1 Q3: NEWSPAPERS.pptxECONOMIC CONTEXT - PAPER 1 Q3: NEWSPAPERS.pptx
ECONOMIC CONTEXT - PAPER 1 Q3: NEWSPAPERS.pptx
 
Concurrency Control in Database Management system
Concurrency Control in Database Management systemConcurrency Control in Database Management system
Concurrency Control in Database Management system
 
Like-prefer-love -hate+verb+ing & silent letters & citizenship text.pdf
Like-prefer-love -hate+verb+ing & silent letters & citizenship text.pdfLike-prefer-love -hate+verb+ing & silent letters & citizenship text.pdf
Like-prefer-love -hate+verb+ing & silent letters & citizenship text.pdf
 
Influencing policy (training slides from Fast Track Impact)
Influencing policy (training slides from Fast Track Impact)Influencing policy (training slides from Fast Track Impact)
Influencing policy (training slides from Fast Track Impact)
 
HỌC TỐT TIẾNG ANH 11 THEO CHƯƠNG TRÌNH GLOBAL SUCCESS ĐÁP ÁN CHI TIẾT - CẢ NĂ...
HỌC TỐT TIẾNG ANH 11 THEO CHƯƠNG TRÌNH GLOBAL SUCCESS ĐÁP ÁN CHI TIẾT - CẢ NĂ...HỌC TỐT TIẾNG ANH 11 THEO CHƯƠNG TRÌNH GLOBAL SUCCESS ĐÁP ÁN CHI TIẾT - CẢ NĂ...
HỌC TỐT TIẾNG ANH 11 THEO CHƯƠNG TRÌNH GLOBAL SUCCESS ĐÁP ÁN CHI TIẾT - CẢ NĂ...
 
FILIPINO PSYCHology sikolohiyang pilipino
FILIPINO PSYCHology sikolohiyang pilipinoFILIPINO PSYCHology sikolohiyang pilipino
FILIPINO PSYCHology sikolohiyang pilipino
 
Raw materials used in Herbal Cosmetics.pptx
Raw materials used in Herbal Cosmetics.pptxRaw materials used in Herbal Cosmetics.pptx
Raw materials used in Herbal Cosmetics.pptx
 

A Service Design Model for Academic Non-Profit Organizations

  • 1. A Service Design Model for Academic Non-Profit Organizations The Service Experience of The Ohio State University’s Council of Graduate Students Thesis Candidate Advisors Allen J Cochran Dr. Peter Kwok Chan Dr. Elizabeth B.-N. Sanders (513) 549 1554 R. Brian Stone allenjcochran@gmail.com cochran.291@osu.edu www.allenjcochran.com Version 05 / 05 Date 2011 03 02 Page 1
  • 2. Contents Research Question XXX Abstract XXX Argument XXX Needs of Students XXX Organizational Chart XXX Audience XXX User Scenarios XXX Experience Cycle Diagrams XXX Primary Research Direction XXX Methodology XXX Sales vs. Experience Cycle XXX Index of Touch Points XXX References XXX Version 05 / 05 Date 2011 03 02 Page 2
  • 3. Research Question How can university student governance bodies utilize a service design framework to provide a more translational student experience? Version 05 / 05 Date 2011 03 02 Page 3
  • 4. Abstract In school, students learn theory that they will use in the professional world. They need ways to apply theories to better understand the impact those theories have on professional practice. Student organizations offer year- round opportunities to do this, thus they offer a variety of practical services to the student body. Because student organizations offer these opportunities, there is a place for designers in the organizations. Just as professional designers are now designing services for profit driven corporations, they can also apply those concepts to not-for-profit academic groups like student organizations. Version 05 / 05 Date 2011 03 02 Page 4
  • 5. Abstract Overview on behalf of their constituents, provide support for issues that affect students, and legislate to Before even that, however, the exact Student organizations provide an a semi- professional outlet for students to participate in. produce enforceable action for their audiences. definition of a service must be clearly Student organizations offer opportunities extra- But as with all government bodies, if the services provided at not clear, well advertised, or thought stated. curricularly for students to practice the theories of as a whole system of interaction with a certain they are learning in their courses, opportunities group of constituents, the success rate and impact • What is service design? to do transdisciplinary work, and engage in of those services is greatly lessened. In effect, the • What impact does service projects that may help build their experiences and audiences does not understand how to participate professional resume. in those services, recommend those services to design have in general? others, or rely on those services for support when Ultimately, students who participate in activities needed. outside the classroom, are more prepared for the professional world because they have taken time This, then, becomes an opportunity for design to engage such organizations and offer guidelines • What impact does service to apply their knowledge rather than to simply absorb it in the classroom. for how to make those services better. The opportunity becomes a service design project. design have on a student Student governance organizations are one such In order to better understand, service design must first be defined. governance body? outlet for extra-curricular involvement. Student governance organizations not only provide • How do the needs of for-profit and not-for profit services differ? opportunities to provide direction and leadership to a specific body of students (undergraduate, graduate, and/or professional students) but also, in many instances, provide opportunities to govern other aspects of student involvement (as in the student governments that govern a university student organizations). Like all governance bodies, student governments provide a service to their constituents as mentioned above. These organizations advocate Version 05 / 05 Date 2011 03 02 Page 5
  • 6. Argument Students need outlets to applied the theory they learn Student Organizations offer outlets for students to apply that theory This outlet is a service to universities and students alike Service design frameworks can offer ways for those organizations to be more strategic with those services To date, service design has been largely applied to for-profit. This is an opportunitie to apply it to non-profit, student organizations Version 05 / 05 Date 2011 03 02 Page 6
  • 7. Needs of Students Graduate Students Self-Actualizing Undergraduate Students Maslow’s Please note that this map repre- Heirarchy Esteem sents students at The Ohio State of Needs Social University Only. 1942 Security Physiological = 1000 students = 1000 students Academic Requirements Physiological Needs Academic Requirements These include the most basic needs that are vital to Advising Advising survival, such as the need for water, air, food and sleep. Maslow believed that these needs are the Campus Access Campus Access most basic and instinctive needs in the hierarchy because all needs become secondary until these Career Direction Career Direction physiological needs are met. Continued Affirmation Continued Affirmation Class Size Security Needs Class Size These include needs for safety and security. Direction Security needs are important for survival, but they Direction are not as demanding as the physiological needs. Exploratoration Examples of security needs include a desire for Exploratoration steady employment, health insurance, safe Expert References neighborhoods and shelter Expert References from the environment. Freedom Freedom Funding/Financial Aid Social Needs Funding/Financial Aid These include needs for belonging, love and Guidance affection. Maslow considered these needs to be Guidance less basic than physiological and security needs. Incentives Relationships such as friendships, romantic Incentives attachments and families help fulfill this need for Independence companionship and acceptance, as does Independence involvement in social, community Leadership or religious groups. Leadership Mentors Mentors Esteem Needs Proactive Behavior After the first three needs have been satisfied, Proactive Behavior esteem needs becomes increasingly important. Professional Development These include the need for things that reflect on Professional Development self-esteem, personal worth, social recognition and Reliance on Others accomplishment. Reliance on Others Restricted Freedom Restricted Freedom Self-actualizing Needs Resources This is the highest level of Maslow’s hierarchy of Resources needs. Self-actualizing people are self-aware, Self-efficiency concerned with personal growth, less concerned Self-efficiency with the opinions of others and interested fulfilling Social Connections their potential. Social Connections Structure Structure Support Support Version 05 / 05 Date 2011 03 02 Page 7
  • 8. Organizational Charts Area of Interest Ohio Board of Regents Board Secretary OSU Board of Trustees (David Franz) OSU President University Senate (E. Gordon Gee) Asst. to the Pres. & Dir. of Op. (Kate Wolford) Counselor to the President (Herb Asher) Exec. VP & Provost (Jos Alutto) Senior VP of Senior VP of Senior VP of Senior. VP of Senior VP of Senior VP of Plan. Senior VP of Leg. Aff. Senior. VP of Senior VP & CFO Development (Peter Gov. Relations Univ. Comm Health Sci. Outreach & Engage. & Spec. Asst. to Pres. & Gen. Counsel Alumni Relations (Jeff Kaplan) (Geoff Chatas) (Chris Culley) Weiler) (Curt Steiner) (T. Katzenmeyer) (Steve Gabbe) (Joyce Beatty) (Archie Griffin) VP & Exec. Dean of CEO of Cancer Assoc. VP & Ath. Dir. Health Sciences Program (Gene Smith) (Chip Souba) (Michael Calguri) VP & Stud. Enroll. & VP of Human Resouces VP of Ag. Admin. VP of Research CIO Academic Support VP of Student Life Planning (Larry Lewellen) (Bobby Moser) (Caroline Whitacre) (Kathleen Starkoff) Units & Deans (Javaune Adams-Gaston) (Dolan Evanovich) Version 05 / 05 Date 2011 03 02 Page 8
  • 9. Organizational Charts Area of Interest Ohio Board of Regents OSU Board of Trustees OSU President (E. Gordon Gee) Exec. VP & Provost (Jos Alutto) VP of Research CIO Academic Support VP of Student Life (Caroline Whitacre) (Kathleen Starkoff) Units & Deans (Javaune Adams-Gaston) Council of Graduate Undergraduate Interprofessional Representing Students Student Government Council ~ 11,000 Students ~ 41,000 Students ~ 3,200 Students Dentistry Law Medical Veterinary Optometry Pharmacy Version 05 / 05 Date 2011 03 02 Page 9
  • 10. Organizational Charts Area of Interest VP of Student Life (Javaune Adams-Gaston) Council of Graduate Students Faculty Advisor 10 University Senators ~ 11,000 Students 150 Delegates Student Trustee appt’d to the University Board of Trustees President Vice President Secretary Treasurer Hayes Research Ray Travel Award Chief of Staff Academic Relations Forum Committee Communications & Organization & Social Events Chair Info. Technology Elections DIISC (Diversity & Senate Advisory Inclusiveness) 21 Senate Committees 5 RGC Committees Governmental Relations 35 University Wide Committees Health & Wellness Outreach & Engagement SERC (Sustainibility & Environment) Version 05 / 05 Date 2011 03 02 Page 10
  • 11. Organizational Charts Area of Interest Council of Graduate Undergraduate Interprofessional Representing Students Student Government Council ~ 41,000 ~ 11,000 Graduate ~ 3,200 Professional Undergraduate Students Students Students Version 05 / 05 Date 2011 03 02 Page 11
  • 12. Audience Graduate Council University Students Delegates Leadership Students entering graduate At The Ohio State University, University leadership programs in 2009 totaled the Council of Graduate represents any person more and 13.8 million Students are elected from in direct control of the students across the United more than 123 programs university, college, States. offering graduate degree department, or group of tracks. students (such as graduate At The Ohio State University advisors). this number is approximately Depending on the 13,000 graduate students, approximate size of the While no hard statistics can both male and female in all department this means be found about this number, departments with graduate there are, at any one time, the approximate total is programs. an approximate total of between 275 - 325 leaders 150 Council Delegates across The Ohio State representing the total 13,000 University in all graduate graduate students. degree track programs. Version 05 / 05 Date 2011 03 02 Page 12
  • 13. User Scenarios Graduate Students Current University Committees Standing Organization Committees Organization Offices OSU Administrative Meetings Scholarship Opportunities OSU Administration Connections Delegate Meetings Delegate Elections Give-aways Involvement Fair Welcome Week Description Group Dynamic Ideal Distribution of Touchpoints Students for one reason or Persons included in this another have sought our group, like general students, participation in the Council of are graduate (masters or Graduate students doctoral) students studying in specialized fields. Goal Challenges To understand the services that Understanding the council to a the council provides and to degree that would encourage Graduate students should have a gradual introduction to at that level until towards the end of their education. execute those services to the advocacy to the general public the benefits and touchpoints of the Council of graduate Following it will reduce and then should slowly build best of their abilities. at large. students. At a certain point in their graduate careers, this back up as they are approached to support the amount of knowledge should plateau and continue university. Version 05 / 05 Date 2011 03 02 Page 13
  • 14. User Scenarios Graduate Students Potential OSU Administrative Meetings University Committees OSU Administration Connections Connect Through Email Scholarship Opportunities Organization Offices Latern Articles Repeat Scholarship Applicants Delegate Elections Standing Organization Committees Delegate Meetings Case Studies Inter-collegiate Relationships Event Co-sponsorship College Presentations Useful Resources Gatherings & Networking Give-aways Involvement Fair General Advertising Website Targeted Advertising Donations Welcome Week Connect through Departments Officer Appearances Regular / Annual Events Description Group Dynamic Ideal Distribution of Touchpoints Students for one reason or Persons included in this another have sought our group, like general students, participation in the Council of are graduate (masters or Graduate students doctoral) students studying in specialized fields. Goal Challenges To understand the services that Understanding the council to a the council provides and to degree that would encourage Graduate students should have a gradual introduction to at that level until towards the end of their education. execute those services to the advocacy to the general public the benefits and touchpoints of the Council of graduate Following it will reduce and then should slowly build best of their abilities. at large. students. At a certain point in their graduate careers, this back up as they are approached to support the amount of knowledge should plateau and continue university. Version 05 / 05 Date 2011 03 02 Page 14
  • 15. User Scenarios Council Delegates Current Organization Offices OSU Administrative Meetings OSU Administration Connections Scholarship Opportunities University Committees Give-aways Standing Organization Committees Involvement Fair Delegate Elections Welcome Week Delegate Meetings Description Group Dynamic Ideal Distribution of Touchpoints Students for one reason or Persons included in this another have sought our group, like general students, participation in the Council of are graduate (masters or Graduate students doctoral) students studying in specialized fields. Goal Challenges To understand the services that Understanding the council to a the council provides and to degree that would encourage Council Delegates should have a rapid and extensive ways to work within the Council itself, but there is only execute those services to the advocacy to the general public introduction to the Council over a very short period so much to know about the Council. Towards graduate best of their abilities. at large. of time. Once they have been essentially trained and they will dissassociate with the Council to finalize school introduced to the Council, their knowledge should work. Post-graduation they should have a rapid increase plateau and continue throughout their graduate careers. of knowledge as they are asked to represent and Their knowledge may increase in other areas of the support the university. university and certainly they will identify more effecient Version 05 / 05 Date 2011 03 02 Page 15
  • 16. User Scenarios Council Delegates Potential Scholarship Opportunities Organization Offices Latern Articles Case Studies Event Co-sponsorship University Committees OSU Administration Connections Connect Through Email General Advertising College Presentations OSU Administrative Meetings Delegate Elections Standing Organization Committees Website Gatherings & Networking Repeat Scholarship Applicants Give-aways Involvement Fair Delegate Meetings Useful Resources Targeted Advertising Donations Welcome Week Connect through Departments Officer Appearances Regular / Annual Events Inter-collegiate Relationships Description Group Dynamic Ideal Distribution of Touchpoints Students for one reason or Persons included in this another have sought our group, like general students, participation in the Council of are graduate (masters or Graduate students doctoral) students studying in specialized fields. Goal Challenges To understand the services that Understanding the council to a the council provides and to degree that would encourage Council Delegates should have a rapid and extensive ways to work within the Council itself, but there is only execute those services to the advocacy to the general public introduction to the Council over a very short period so much to know about the Council. Towards graduate best of their abilities. at large. of time. Once they have been essentially trained and they will dissassociate with the Council to finalize school introduced to the Council, their knowledge should work. Post-graduation they should have a rapid increase plateau and continue throughout their graduate careers. of knowledge as they are asked to represent and Their knowledge may increase in other areas of the support the university. university and certainly they will identify more effecient Version 05 / 05 Date 2011 03 02 Page 16
  • 17. User Scenarios University Leadership Current Organization Offices Give-aways Delegate Elections Scholarship Opportunities Welcome Week Delegate Meetings Standing Organization Committees Involvement Fair University Committees OSU Administrative Meetings OSU Administration Connections Description Group Dynamic Ideal Distribution of Touchpoints University adminisrators that Persons in this group are high have interest in listening to or ranking administrators at the working with the Council. University who are involved with student government projects in a very blue sky. Goal Challenges To understand the services of Having enough time to the council and advocate down dedicate to the council and University leadership is not as transient as the graduate To that end, they should have a steadily increasing through the ranks of thier good it’s undertakings and then student population. This group is generally at the knowledge of the benefits of the Council that is virtually work. recommending partnerships university much longer than any student. As such they unending. should have previous knowledge of the organization and with the council to the rest of it’s benefits and touchpoints. the university. Version 05 / 05 Date 2011 03 02 Page 17
  • 18. User Scenarios University Leadership Potential Targeted Advertising Repeat Scholarship Applicants Scholarship Opportunities Organization Offices Event Co-sponsorship General Advertising Connect Through Email Useful Resources Regular / Annual Events Gatherings & Networking Give-aways Involvement Fair OSU Administrative Meetings Standing Organization Committees Latern Articles Case Studies OSU Administration Connections College Presentations Delegate Meetings Website Delegate Elections Connect through Departments Officer Appearances Welcome Week University Committees Inter-collegiate Relationships Donations Description Group Dynamic Ideal Distribution of Touchpoints University adminisrators that Persons in this group are high have interest in listening to or ranking administrators at the working with the Council. University who are involved with student government projects in a very blue sky. Goal Challenges To understand the services of Having enough time to the council and advocate down dedicate to the council and University leadership is not as transient as the graduate To that end, they should have a steadily increasing through the ranks of thier good it’s undertakings and then student population. This group is generally at the knowledge of the benefits of the Council that is virtually work. recommending partnerships university much longer than any student. As such they unending. should have previous knowledge of the organization and with the council to the rest of it’s benefits and touchpoints. the university. Version 05 / 05 Date 2011 03 02 Page 18
  • 19. Experience Cycle Theory Diagrams 1. Connect & Attract The initial connection with the person and used that contact to make an effective and affective 5. Reverberating impression Communicating the 1. Compelling 1 benefits to others Captures the users’s imagination 5. Advocate The person actively communicates their 5 satisfaction to others. 1 5 2 2. Orient The overview of preview 2 of what’s available or possible, allowing exploration and supporting the early stages of learning 4. Generative The promise of more 4 3 2. Orienting Helps users navigate good things the world 4 3 4. Extend & Retain The person comes back for more as their expectations are raised 3. Interact -- at the same time The completion of valuable a significant level of or valued activities while loyalty and leverageable relationships are achieved 3. Embedded delighting the senses, and establishing expectations Become part of about the overall content users’ lives of the encounters Version 05 / 05 Date 2011 03 02 Page 19
  • 20. Experience Cycle Application Diagrams 1. Connect & Attract • Make contact • Seek interest • Provide introduction • Build rapport 5. Reverberating Empower others to speak 1. Compelling 1 for the organization Be present and informational 5. Advocate • Document relationship futher 5 • Mutual engagement • Listen and assist 1 5 2 2. Orient • Continue Contact 2 • Seek further interest • Provide further intro • Develop relationship 4. Generative The continued 4 3 2. Orienting Be a source of information acknowledgement of merit pertinant to students 4 3 4. Extend & Retain • Engage less frequently • Solicit Responses 3. Interact • Document relationship • Provide understanding • Develop friendship 3. Embedded • Engage regularly Involve in all aspects of the organization Version 05 / 05 Date 2011 03 02 Page 20
  • 21. Primary Research Direction Argument To date, service design has been Service design frameworks can This outlet is a service to Student Organizations offer outlets Students need outlets to applied largely applied to for-profit. This is offer ways for those organizations universities and students alike for students to apply that theory the theory they learn an opportunitie to apply it to to be more strategic with those non-profit, student organizations services Research Direction Literature Review Immersion Present Preliminary Work IRB Proposal 5 Qtr Review Revise Based on Feedback Guidelines (Prepare & Present) Test & Verify Guidelines (Card Sorts, Surveys, Make Tools) Write Spring Summer Autumn Winter Spring Exam Version 05 / 05 Date 2011 03 02 Page 21
  • 22. Methodology Literature Review Current Future Keywords Immersion Card Sorting • Service Design Participating in the Council of Graduate Card sorts are an opportunity to see if the Students and regularly observing, the proposed guidelines make sense in the interactions that the Council of Gradaute recommended heirarchy. • Information Visualization Students has with its audiences. This will require a communications audit or • Translational Research internal and external communication as Surveying well as documentation of regular Council • Advertising/Marketing appearances. Surveys will help determine if the proposed guidelines are understandable by a wide • Experience Design range of CGS audiences (graduate students, Interviewing delegates, and university administration). • Student Organizations Interviewing will provide more insight to • Student Needs OSU’s particular needs and views of the Make Tools Council. Interviews will need to be done both inside and outside the organization. Make Tools are a possible testing method. Like Card Sorts is might be a good indicator if the proposed guidelines are sufficient and Photographing make good sense. Photographing the Council, its events, and its materials will provide references for both observation and interviews. Version 05 / 05 Date 2011 03 02 Page 22
  • 23. Test Room Setup Graduate Students Delegates University Leadership Work Materials Work Materials Work Materials ac ks Foo d / Sn Version 05 / 05 Date 2011 03 02 Page 23
  • 24. Sales Cycle vs. Experience Cycle Stage Awareness Consideration Selection Potential Interested Actual Pool Size Audience Prospects Customers Time Version 05 / 05 Date 2011 03 02 Page 24
  • 25. Sales Cycle vs. Experience Cycle Version 05 / 05 Date 2011 03 02 Page 25
  • 26. Index of Touch Points Current Opportunities Future Opportunities Case Studies Critique Delegate Meetings Critique White papers that discuss CGS’s positive White papers that discuss CGS’s positive results Use the monthly Delegate meetings to leverage White papers that discuss CGS’s positive results results the come from projects, legislation, the come from projects, legislation, and committee greater general interaction with students and the come from projects, legislation, and committee and committee work. work. student organizations. work. Connect through Departments DRAFT DRAFT Donations Work with CGS Delegates to enhance Once relationships have been established relationship with each University department White papers that discuss CGS’s positive results White papers that discuss CGS’s positive results to a greater degree than at the present, use by providing additional materials and the come from projects, legislation, and committee the come from projects, legislation, and committee CGS as a means to raise money for the creating more opportunities to work with work. work. University and student funded projects Graduate Coordinators Connect Through Email Event Co-sponsorship Use the University e-mail system more Showcase CGS through co-sponsoship of effectively by taking full advantage of week White papers that discuss CGS’s positive results White papers that discuss CGS’s positive results events. In this way, CGS would build it’s OSU updates e-mail and the allotted annual the come from projects, legislation, and committee the come from projects, legislation, and committee brand through logo placement and officer gratudate student body e-maisl granted by work. work. appearances. the Graduate School College Presentations Gatherings & Networking Host regular presentation sessions of what White papers that discuss CGS’s positive results Use every social event, CGS sponsored or White papers that discuss CGS’s positive results CGS does to each department across the the come from projects, legislation, and committee not, as an opportunity to hand out literature, the come from projects, legislation, and committee university work. interact with constituents, and promote CGS work. General Advertising Delegate Elections Regularly advertise CGS around campus, Use the bi-annual elections to leverage White papers that discuss CGS’s positive results White papers that discuss CGS’s positive results on CABS busses, on posters in buildings, student participation and to showcase the come from projects, legislation, and committee the come from projects, legislation, and committee and like spaces so that we are recognized CGS’s work. work. work. on and around campus. Version 05 / 05 Date 2011 03 02 Page 26
  • 27. Index of Touch Points Current Opportunities Future Opportunities Give-aways Organization Offices Critique Critique Use free give-away items as a way to Create opportunities for students at large connect Delegates with constituents, and delegates alike to use and interface White papers that discuss CGS’s positive results White papers that discuss CGS’s positive results promote visibility of the CGS logo, and the come from projects, legislation, and committee with the CGS offices. the come from projects, legislation, and committee interact with the public. These items also provide greater visibilty to CGS’s work. work. overal brand. Inter-collegiate Relationships OSU Administration DRAFT DRAFT Connections Engage other universities on collaborative projects and regular meetings to discuss White papers that discuss CGS’s positive results Leverage CGS position within OSU to White papers that discuss CGS’s positive results graduate needs. the come from projects, legislation, and committee showcase our efforts to the administration the come from projects, legislation, and committee work. through regular communication and work. reports on projects. Involvement Fair OSU Administrative Meetings Present in a larger booth at the annual Work to increase the number of student organization involvement fair. White papers that discuss CGS’s positive results administrative meetings CGS attends and/ White papers that discuss CGS’s positive results the come from projects, legislation, and committee or the number of university committess the come from projects, legislation, and committee work. CGS appoints members too so that we work. have a great presence. Latern Articles Regular / Annual Events Along with advertising, CGS should work Schedule regular events and establish to promote it’s projects and efforts via White papers that discuss CGS’s positive results an acurate timeline to execute them White papers that discuss CGS’s positive results articlaes in the campus newspaper. the come from projects, legislation, and committee so that they are easy to host and so the come from projects, legislation, and committee work. that they have the maximum impact on work. constituents. Officer Appearances Repeat Scholarship Applicants Officers should work to make as many appearances as possible at student group White papers that discuss CGS’s positive results Maintain communication with scholarship White papers that discuss CGS’s positive results meetings, department meetings, university the come from projects, legislation, and committee award winners so that they can apply the come from projects, legislation, and committee meetings, and the like. Each opportunity work. again or inform CGS of more recent work work. can be a chance to discuss CGS. for us to promote. Version 05 / 05 Date 2011 03 02 Page 27
  • 28. Index of Touch Points Current Opportunities Future Opportunities Scholarship Opportunities Website Critique Critique Advertise for the several scholarship As an easy and cheap way to diseminate opportunities and promote them through White papers that discuss CGS’s positive results information, the website should be regularly White papers that discuss CGS’s positive results events. These are one of the greatest the come from projects, legislation, and committee enhanced, promoted, and utiliized as a the come from projects, legislation, and committee opportunities for CGS to give and should be work. strong communication tool. This should also work. considered high priority. be considered a high priority. Standing Organization Welcome Week DRAFT DRAFT Committees Like the annual involvement fair, CGS Enhance and formalize CGS committee White papers that discuss CGS’s positive results should have a large presence during White papers that discuss CGS’s positive results efforts so that they spend more time working the come from projects, legislation, and committee Welcome Week because it is generally the the come from projects, legislation, and committee and less time planning and thus are more work. first opportunity to introduce CGS to the work. effective and interesting for students to graduate students. Targeted Advertising When concerning projects or events, target audiences that will make each opportunity a White papers that discuss CGS’s positive results larger success. the come from projects, legislation, and committee work. University Committees Work to increse the number of University- wide committees CGS makes appointments White papers that discuss CGS’s positive results to. In this way we will have a greater the come from projects, legislation, and committee presence. work. Useful Resources CGS should be a hub for graduate students and should be the easiest place to go for White papers that discuss CGS’s positive results information regarding issues and concerns the come from projects, legislation, and committee of our constituents work. Version 05 / 05 Date 2011 03 02 Page 28