Scottish Approach to Service Design: Where next?

We are SnookPeople by Default Sarah Drummond

Service Design in the public sector A retrospective and where next?

@rufflemuffin | @wearesnook


This is about a new approach


#satsd


Meet Sharon 2015



“I no longer feel that I can deliver an adequate service even allowing for working a 70 + hour week. I have taken

a support worker role in order to spend time with my family in an attempt to recover some quality

of life. I wish you all well.”

The British Association of Social Workers and Social Workers Union


“Social workers are spending too much time in the office and not enough time with clients. The very essence

of social work is being eroded, which is a great, great shame.”



“I spend most of my working day typing and inputting services plans, filing, etc., all admin tasks.”



“Working in an out of hours team, we have no administration, we have to organise all assessments,

visits and undertake reports. I spend most of my time on the computer”


We are SnookPeople by Default Sarah DrummondWe are SnookPeople by Default Sarah Drummond

ADMINISTRATION COSTS US PEOPLE

We have created systems that don’t solve problems. They create more work, cost

us more to run and take us away from the frontline


1. Manual processing use of paper and manual copying across systems

2. Unnecessary processing users completing the wrong transactions at the wrong time

3. User contact users trying use a service, complain or track something

4. Casework edge cases and ‘user-errors’ handled by humans

Louise Downe, Head of Design | Government Digital Service | @louisedowne


“It took me an hour to apply for a provisional license online. They locked me out twice, I couldn’t save it and I

didn’t know before starting I’d need my national insurance number.”

DVLA services


“I cried down the phone because it was the 27th time I’d called the hospital. They direct transferred me through to a department that wasn’t even open that day. I was

desperate to shift my appointment, they insisted on sending a letter each time to change the appointment”

NHS Service User


“We phoned the council about care for mum, it’s pretty urgent her dementia is tearing the family apart. We were

told we’d be given a visit, it’s been 4 weeks and we’ve heard nothing”

Council user


INDUSTRIAL MODELS OF THE PAST CONTINUE TO SHAPE OUR DESIGNS

“Technology has locked us into ways of working, the design of services, even operating models of organisations”

Dave Briggs, Head of Digital and Design at Adur & Worthing Councils


TECHNOLOGY WON’T SAVE US, WE ARE

AUTOMATING THE WRONG PROCESSES

We must fundamentally understand the problems we have to solve, meet user needs and design services that work


GOOD TECHNOLOGY {AND DESIGN} SHOULD BE INVISIBLE

We need insight into what works, what doesn’t and what jobs we want to help people do to improve our systems and

services


Meet Sharon 2020



THIS IS HARRY AND SAM



“Burton and van den Broek espouse the belief that

social workers should be involved in the design and application of the technology, as well as being

provided with appropriate ongoing training.

They go on to quote and applaud Sapey’s (1997) contention that: ‘

. . . unless social workers do become involved in the ways in which new technologies are used within

organisations, they will fail to influence its impact on their clients and may further fail to control the way in

which computers affect the nature of social work itself in the future’”

Burton and Van Der Broke | Sapey (1997)


MORE PUBLIC FACING SERVICES

With automation and good service design comes more time to spend on the frontline. A fundamental rethink and opportunity on

how we deliver

Image courtesy of Flickr user makeworks


AN UPHILL BATTLE

The touchpoint has grabbed our design attention

UX and digital has over shadowed the service and organisation play


THE INTERNET IS A MATERIAL WE CAN WORK WITH

We need to skill up on how we use the internet. We are locked down, unable to

access it and we haven’t met its potential.


Here’s my top five IT fix requests:

1. Use standard usernames Each system appears to require its own type of login. My

usernames include hoggda80645, david.hogg. dhogg, hoggd, hoggd80927, DHOGG, 80927hoggd and david. Add to that

inconsistent passwords (some requiring uppercase, some not allowing uppercase, others needing punctuation).

Solution: we need this to be standardised. The NHSnet email address is a good place to start for a username or alternatively couldn’t we use the registration number - GMC, NMC, HPCC?

The username ‘gmc123456’ makes a lot more sense.


Service design is the design of services

Co-design is an approach

It’s not organisational change, but organisations need to change to make it work


SERVICE DESIGN DISTINCTIONS

HIGH LEVEL - RE-DESIGNING A CUSTOMER EXPERIENCE (FRONT FACING USER EXPERIENCE)

DEEPER LEVEL - OPTIMISING CAPACITY OF BUSINESS TO DELIVER A THING

ORGANISATIONAL - LONG TERM BUSINESS TRANSFORMATION TO BEING USER CENTERED

SYSTEMS LEVEL- SYSTEMS THINKING TO RE-DEFINE PROBLEM/SCOPE/POTENTIAL ACROSS ORGANISATIONS


THREE LAYERS

DO TANK / CENTRALISED SERVICE DESIGN Running an R+D capacity / Delivering the eco-system

EMBEDDING DESIGN Organisations that can iteratively improve their services

and link into the wider eco-system

COMMUNICATION PLATFORMS Integrating feedback into the system and co-producing

outcomes


Double Diamond - Design Council 2007


We’re in a room of early adopters


(Thanks Stuart Bailey)

2007 | SKILLS DEVELOPMENT SCOTLAND

We are SnookService Design Atelier Sarah Drummond

MASTERS THESIS ON EMBEDDING DESIGN (2009)


(Thanks Lauren)

The infamous @redjotter

PARTNER IN CRIME FOR 2008 - 2014



(Thanks to the first 10)

Service Design Drinks and Thinks

(2009)


(Thanks to Social Innovation Camp and Ewan Mcintosh)

MyPolice

(2009)



(Thanks Peter Ashe)

ALISS

NHS and ALISS (2009)



(Thanks to Lucy Robinson, Lisa Pattoni and Gayle Rice)

IRISS

(2010)



(Thanks to Anna Maclean)

Loch Lomond and Trossachs National Park

(2013)



(Thanks to Louise McDonald, Lisa Murphy, Toni Andrews)

Young Scot (The Matter and Ayemind)

(2012 to now)



“We realised we could make anything happen”



(Thanks to Jane Reid, DWP)

Mental Health, digital and employment journeys

(2015)



(Thanks to Karen Bell and NHS Ayrshire and Arran)

150 + people working together to improve unscheduled care

(2016)


(Thanks to Sally Kerr)

Walk Hack and Edinburgh Apps

(2016)


(thanks to Open Change and Duncan Of Jordanstone)

Open Change (Mums and dads of Snook)

(You’re stuck with us)



(thanks to Mike Press)

Renewing public services conference

(Mums and dads of Snook)

(2014)



THE LAST 7 YEARS

Bloody large proof of concept and a development in the translation of design


COLLABORATION IS KEY

We need all of the approaches to make this work and build the platforms we need to do this


COLLABORATIVE APPROACHES


Research Design

Delivery

Strategy

Coaching Events

Our services have been designed to focus on working with organisations to create services that work

Over the past 7 years we have honed our experience into not only providing service design expertise but ensuring our processes take organisations on the journey with us and build design capacity across their business




Google Fellowship

Personal Democracy

Forum - 2011

Young Scot

Enterprise Award-

2011

Finalist Lighthouse

Design for Impact

Award - 2014

Winner of Design Council

Working Well Challenge

(2013)

Winner of the Mozilla +

TSB IC Education

award - 2013

Core 77 Design for

Social Impact

Award - 2015

NCTJ Award for Best

Multimedia Campaign

UK - 2014

GovKnow Award

for Social Justice -

2014

Winner of Scotland’s

first Social Innovation

Camp - 2009



Can, and how can, the insights of frontline workers influence systems

change


12 week programme defining systems from the participants perspective

Not our ‘systems design’

Starting with a fresh understanding of their place in the broader system

Looking at the power structures around them to designing and testing ways to change things


SYSTEMS CHANGERS DIAGRAMS: CHARLOTTE

Q1) Schools Children’s centres

Nursery’s

Nursery

YOT

Police

crisis Probation

Voluntary

CPN

Drug and alcohol treatment Health

Housing

Midwifes Health Visitor

Children’s Social Care

CPN

Community fostering

Family support worker GPS

By Charlotte hunter

Changing Lives – Family Support worker

Ridley Villas Families

2

4

A C D

1

B

3

6

5


Individual change and organisational change

Asking questions and doing organisational ethnography by front line workers

Systems Change at the frontline



THE SYSTEM

NEW AREAS IN WHICH FRONTLINE WORKERS HAVE A DISTINCT OFFER FOR SYSTEMS CHANGE

“ I’m motivated like they are [government people] - but I’m doing it from a different angle.” Systems change can’t be done with a project-based approach - what’s required is to build R&D capacity and mobilise movements of civil servants, practitioners and ordinary people. Within that, FW have an important role because they bring a different type of power. If FW link up across organisations at the frontline, they bring a lateral networked power.


OUR OPPORTUNITIES FOR BAKING DESIGN INTO THE PUBLIC REALM

Where do we have opportunity to make this work?


DESIGN IS THE GLUE

The mindset, approach, principles and skills can bring multiple perspectives and evidence to the table to make

things work


EMBEDDING DESIGN

Into every part of the organisation and into the training of staff at all levels, and inside the organisation from on boarding to meetings. Create space for service design

to flourish.


WORK LIVE

No more big reports, no more processs for the sake of process.

Open up our projects and knowledge as we go


DIGITAL TRANSFORMATION

Ensuring we look end to end, put people first and consider multi-channel services, not just digital


WE HAVE LEADERS

Cat and colleagues are ferociously pushing this forward, we all need to support this mission collectively to ensure

we have the skills and capacity to do this


A CONNECTION BACK TO DELIVERY

In 2012 Joseph Rowntree Foundation identified that involving frontline staff from care services in the co-

design of services increased job satisfaction


CO-PRODUCTION

This is a genuine chance to build and take a system wide approach to Co-production and build on the work of the

Christie Commission


NEW AND IMPROVED

Lets look at improving what we’ve got and developing new services


DESIGN LED CONSULTATION

Lets reverse the model and hack consultation and push bottom up towards policy to make it more open


MAKE DESIGN THE DNA OF OUR ORGANISATIONS

Internal and external focus on our people

‘FIX THE BROKEN WINDOWS’ @BENHOLLIDAY


KEY CONSIDERATIONS

What do we, as early adopters need to deliver on


LINK UP WITH POLICY

Help the strategy unit and policy makers to create more open policy that design can support


DELIVER CHANGE

We need to focus on delivering service improvements and highlighting these, small and large

Process is not enough


FRAME THE RIGHT PROBLEMS

Focus on designing for the right problem or opportunity


MICRO ANALYSIS

Detail is important, we need to move from ideas into implementing change and really getting to the detail of

how things work


MICRO ANALYSIS

Detail how the thing works, end to end and with the systems that make the organisation work


MOVE BEYOND THE TOOLS

Apply empathy, openness, curiosity, find out what doesn’t work and what we need.

Use the basic tools as facilitative tools to bring people on board.


SCOTTISH BUSINESS PLEDGE

‘The continuous development of products and services’ Micro change is as important as macro innovation

Lets redefine the ‘new’ of innovation


CODIFY OUR APPROACH

Lets make it accessible and help people understand the various starting points and application of design, and a

consistent language


TRAINING

Basics matter, principles matter. Scale up a joint training programme for the Scottish

Public Sector


TRAINING FOR IMPACT “We have a new Children’s eye screening project being piloted at the moment in 5 local primary

schools which grew out of one of the Snook sessions you led. We’ve been working with an educational consultant to develop the concept that was originally the superhero themed session – we still have the photo of you in your cape. – this will reach 4,500 children a year and will be responsible for preventing sight loss in 105 children a year – which is a pretty cool outcome!”



NEW SUITE OF SERVICE DESIGNERS WHO UNDERSTAND DATA/INTERNET

Skill up our Service Designers who are professionally training to understand the fundamentals of building

digital services


PRODUCTS THAT SUPPORT THE EMBEDDING OF SERVICE DESIGN

APPROACH

GDS Performance platform as exemplar


SKILL UP OUR PUBLIC SECTOR TO UNDERSTAND DIGITAL

We really need to develop this capacity to understand what services can be designed using data and by being

digital


BETTER PROCUREMENT AND COMMISSIONING OF DESIGN

Support the sector and make partnerships but make sure they work with you not at you


DEMOCRATIC RENEWAL

Fundamental belief that Service Design, and more largely design is an inclusive process for all

Lets make sure we design the models that keep it that way in Scotland


OUR OLD 2009 POSTER


“BOTH DIY PRODUCTION AND OPEN DESIGN EMPOWER THE USER BY PUTTING PROFESSIONAL

TOOLS IN THE HANDS OF THE MASSES”

- Tommi Latio (Open Design)


“A RAT RACE IS FOR RATS. WE’RE NOT RATS. WE’RE HUMAN BEINGS”

- Jimmy Reid


“We can choose comfort or courage, I chose courage”

Chris (Petrus)



THANKS!

WEARESNOOK.COM

[email protected]

@RUFFLEMUFFIN @WEARESNOOK

mailto:[email protected]