onlinepublicservice sd

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

Designing online public services

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

projects and collaborations

ventures and initiatives

First Things First

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

EMERGENT PRACTICE OF SERVICE DESIGN

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

AN INTANGIBLE PRODUCT WE EXPERIENCE IN TIME THROUGH MULTIPLE TOUCHPOINTS AND

CHANNELS

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

MOST COMPANIES BELIEVE THAT THEY

PROVIDE A GOOD SERVICE

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

ONLY 8% OF THEIR CUSTOMERS AGREE

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

SERVICES ACCOUNT FOR 75% OF THE WESTERN ECONOMY BUT ARE RARELY DESIGNED WITH THE SAME CARE AND ATTENTION TO DETAIL AS PRODUCTS

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

discover define dev

elop

deli

ver

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

"You should put yourself In my position,Put Yourself In tHe users PosItIon, I tHInK tHat doesnt HaPPen enougH"

Isabella, 53,Penge

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

COCREATIONPEOPLE

PROTOTYPING

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

THIS IS ALL ABOUT PEOPLE

- do the friends and family test

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

THINK IN JOURNEYS

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

Prototype

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

JOINING UP AND SEEING THE BIG

PICTURE

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

"It would be wrong for public services to be 100% online. What if you live in an area which doesnt

have good broadband access? Or what if English isnt your first language?"

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

Visualise and tell stories

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

BRINGING IDEAS TO

LIFE

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

cocreate

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

"the majority of the attention has focused on the mechanics of shifting

public services online, working out how to drive more traffic to them"

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

It requires public servicesto build the capacity to innovate.

- be more agile- work with designers and developers- allow time to investigate- change mindsets/new cultures- embed design into your dna- embed cocreation into the org

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

you are a felt tip fairyit is hard being a designer in a public body!!!

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

Procurement vs Problem SolvingBuying solutions off the shelf?

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

Changing the DNASD&I (service design & innovation) team created

*mindset*behaviour*culture*systems*practice

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

Balancing - delivery'My World of Work'

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

"does this mean i will be made redundant?"

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

Balancing - embedding'This is service design'

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

Breaking barriersGetting out there, doing small projects

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

The BarriersIt's all a bit fuzzy"Most managers are trying to design variance out of the system and cannot handle a process which starts off not knowing where it will eventually get"Roger Martin, The Design of Business

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

embedding designdesign is one piece of the puzzlework in projects and work across sectors

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

"We Want onlIne PublIC servICes tHat are easY to

understand and use"this should be a bottom line.

what would you want someone to say after using your service?

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

what's the vision?

what new ways of seeing and being could we consider in the use and delivery of public services?

coproduction?community work?mutuality?

it may be difficult to imagine but design can help bring form to ideas and imagination.

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

wearesnook.com@wearesnook

Sarah DrummondDirector of Design

sarah@wearesnook.com@rufflemuffin