When we make something together, it’s better.


  • Make an observation about the world: “It appears that people are disoriented when they emerge from BART”
  • State the observation as an opportunity to explore: “How might we orient people when they emerge from BART?”
  • The opportunity statement may change as the understanding evolves with new insights and observations.


  • Capture the context (the beginning of the story) on a substrate such as plain paper or whiteboard.
  • Capture a key moment that addresses the oppportunity at hand (the middle of story) on plain paper or whiteboard.
  • Capture the outcome (ending of the story) on plain paper or whiteboard.
  • The sketches are arranged in a sequence of frames, as in a storyboard or “user journey”.
  • The story (or narrative) may take up to 9 sketches to effectively communicate a solution.
  • Some sketches may change as the narrative and/or opportunity statement evolves.


  • Collaborate with people in your team or other “network” to fully explore possible solutions.
  • Share the storyboard to effectively communicate a possible solution.
  • Watching other people’s actions in near real-time increases engagement.
  • History of actions enables asynchronous collaboration across time zones/working hours.
  • Serendipitous collaboration occurs when you discover other people are working on similar problems.