onlinepublicservice sd

Sarah Drummond | SnookCo founder + Director of Design

wearesnook.comsarah[at]wearesnook.com@rufflemuffin

Designing online public services



projects and collaborations

ventures and initiatives

First Things First



EMERGENT PRACTICE OF SERVICE DESIGN



AN INTANGIBLE PRODUCT WE EXPERIENCE IN TIME THROUGH MULTIPLE TOUCHPOINTS AND

CHANNELS



MOST COMPANIES BELIEVE THAT THEY

PROVIDE A GOOD SERVICE



ONLY 8% OF THEIR CUSTOMERS AGREE



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



discover define dev

elop

deli

ver



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

Isabella, 53,Penge



COCREATIONPEOPLE

PROTOTYPING



THIS IS ALL ABOUT PEOPLE

- do the friends and family test



THINK IN JOURNEYS



Prototype



JOINING UP AND SEEING THE BIG

PICTURE



"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?"



Visualise and tell stories



BRINGING IDEAS TO

LIFE



cocreate



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

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



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



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



Procurement vs Problem SolvingBuying solutions off the shelf?



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

*mindset*behaviour*culture*systems*practice



Balancing - delivery'My World of Work'



"does this mean i will be made redundant?"



Balancing - embedding'This is service design'



Breaking barriersGetting out there, doing small projects



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



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



"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?



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.



wearesnook.com@wearesnook

Sarah DrummondDirector of Design

[email protected]@rufflemuffin

onlinepublicservice sd

Design

director of designwearesnook

public servicesto

services account

mean i

users position

initiatives projects

bemade redundant

apublic body