Doing design inside and outside of organisations

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@wearesnook



“You can’t make me do it”





That’s me“We’ve got this idea for a website that the public can put their feedback on”



policebribe

everyone





closed feedback loops-I take over Sainsburys, Ch4



VisualisationPrototypingCo-creation

PEOPLE!





police



ventures and initiatives



The public don’t trust the police



Back of napkin idea

“The service was ok but it could have been much better” - Jo, 25



It might be a good idea but being an outsider is hard



Outside in



Services aren’t just websitesThey live in an eco-system

information feeds post data face to face interactions

online paper media timing announcements/tone of voice

phone

rules/documentation





public users

service providers

police users

police as organisation



Inside out







bribe



Tools and Support

ProjectsW

orkshops/EventsSkills/Expertis

e

Polic

y an

d Re

port

Servi ce Support T eam

Team toolkit

Lite Toolkit

Support Packs

Delivery Projects

Small projects

Discovery Projects

Insightful projects

Consultation

Hard Skills

Soft Skills

Design work

Facilitation

Skill building workshop

Problem Solving

Moving forward

Experiences for change

Influence policy from customer insight

Work with policy to make it more people centered

Produce project reports and explain how we did it

Reports on future innovation







Plan

Map

you

r pro

ject

B

udge

ting

Ban

k Te

rms

of re

fere

nce

Cal

l to

actio

nPr

ojec

t sta

keho

lder

map

Proj

ect o

ppro

tuni

ties

Post

it p

lann

ing

Con

curr

ent a

ctiv

ities

Dis

cove

r

Ethn

ogra

phy

My

jour

ney

Obs

erva

tion

Link

ing

the

touc

hpoi

nts

Wor

king

with

exp

erts

Visu

al p

rom

pts

Map

ping

my

com

mun

ityA

ssum

ptio

nsA

day

in th

e lif

eIn

spira

tion

Res

earc

hD

isco

very

blu

eprin

tG

roup

ske

tchi

ngC

ultu

ral p

robe

Syst

ems

Map

Futu

re v

isio

ning

Met

hod

Empa

thy

Tool

sO

bser

vatio

nSh

adow

ing

Enga

gem

ent T

ools

Med

ia P

ortr

aits

Visu

alis

ing

Esta

blis

h sp

ecifi

catio

n

Gat

her e

xistin

g in

form

atio

n/da

taGa

ther

exis

ting

ideas

Evalua

te ex

isting

servi

ces/o

fferin

gs

Discover la

tent needs

Conduct new research

Contextual

understanding

Future thinking

discover01 discoverdis 1.0-1.6

-------------------------------------------------------------------------------------------->

Insight

0.1

1.61.5

1.4

1.3

1.2

1.1

1.0

Mapping user experience

Evaluating existing services

Programme: Understanding the development process

Talking to users (understanding customer needs)

Visualising Service Offerings

Setting up projects/work

Future Visioning

Map your project Budgeting Bank Terms of referenceCall to actionProject stakeholder mapProject opprotunitiesPost it planning Concurrent activities

Service BlueprintStakeholder MappingGroup SketchingSystem MappingEmpathy ToolsGraphic facilitation

Customer Journey MappingDay in the lifeShadowingObservationEmpathy ToolsDiscovery Blueprint

Engagement toolsContextual- InterviewFocus GroupCultural ProbePersonas

Linking the- touchpointsMy journeyCustomer journey- mapping

Future visionInspiration researchRoleplay

Service support search for trigger points through applications

Service support and design board choose ‘short’ projects

Frontline day. Face to face customer interaction using new tools

Setting up projects module + term of reference for project

Introduction to ‘project’ day, learning key tools and process steps

Workshops

Events

Talk to customers hour

Customer Day

Feedback week

Mystery shopper day

Future thinking hour





B4 Put together the team offerings

B5 Tell the org. what your team offers

B3 Map the organisation

B2 Team member meets the org.

B1 Employ designers

B6 Create service design ‘bites’

Stage B

Stage C

Stage D

C6 Put a value on your work

C1 Create a studio space

C5 Build an online space

C2 Create a design associate network

C4 Do small projects

C3 Start introductory workshops

C8 Build a communication blueprint

C9 Share work around the org.

C7 Hold a design event

C10 Go back to the board

D6 Start associate programmes

D1 Build an intranet

D5 Build a toolkit

D2 Start initiatives that uncover problems and encourage ideas

D4 Plan projects using the design process

D3 Weekly meetings of design board

D7 Build a framework of modules

A4 Create a service support team

A3 Design School project

A6 Build a basic toolkit

A5 Start with an external consultancy

Stage A

v§v Design leader

A1 Corporate Strategy

Incr

ease

d ca

pabi

litie

s

Time



everyone



Onstage contact employee actions

Backstage Contact Employee Actions

Support Processes

Customer type 2

Customer type 1

Customer Actions

Physical Evidence

Line of interaction

Line of visibility

Line of interaction

Stage awareness joining using

I have a

Project

Dates

Name and l

ocation

Contact

to

Project Interes

t

Student Educa

tor Organisatio

n

I am a

Description

FORSTUDENTSgo back

Sign upas a student

See Interests | See Projects | See Events

CASE STUDIES ON MATCHABLE

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PROJECTS AND NOTES OF INTEREST FOR YOU

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customer discovers options

customer logs in

customer signs up for first time

Matchable admin checks if customer needs help

Matchable back room checking idle time on sign up and feeding data to onstage admin

timekeeper on desktop hooked up to monitor in top room

back room monitoring slip use

Matchable admin floating



Scottish Ministers/Government

senior civil servants and Scottish government directorates

the board

chief executive

corporate support and government relationsboard secretariat

directors

area managers

sub division area managersteam leaders for Career Centresfrontline staff of Skills Development Scotland

customers of Skills Development Scotland

Project teams: Diagonal Slice of the organisation

cocreating with customer at

cent

re

closest to understanding user needs and day to day operations‘Expert knowledge’ +‘Tacit and explicit knowledge’





bit of both