Post on 17-Aug-2014
description
designing the future of
public services
SNOOK
CIPD Police Forum 16th April 2014
LAUREN CURRIE
@redjotter
SNOOK
WE MAKE PUBLIC SERVICES
BETTER BY DESIGN
SNOOK
WE MAKE PUBLIC SERVICES
BETTER BY DESIGN
SNOOK
WE DO THISBY DESIGNING AND
SCALING HUMAN CENTERED
SERVICES
SNOOKSNOOK
WHY SERVICE DESIGN IS THE MOST IMPORTANT
DESIGN DISCIPLINE YOU’VE NEVER HEARD OF
SNOOK
AGE OF THE CUSTOMER
& PRINCIPLESOUR BELIEFS
OPERATEHOW WE
FOR EVERY £1 SPENT ON DESIGN, YOU GAIN OVER
£4 NET OPERATING PROFIT, OVER £20 NET TURN OVER
AND OVER £5 EXPORTS
THE SNOOK TEAM
DISC
OV
ER
DEVELOP
DEL
IVER
REFLECT
DEFINEESTABLISH
• Snook •
process
AN IMPACT
SNOOK
makes
SCOTTISHPARLIAMENT
The festival of Politics
DEBATE CHAMBER, HOLYROOD
SCOTTISHGOVERNMENT
Learner Journey Data Jam
FIRST EVER HACK DAY
PERSONAL DEMOCRACY FORUM GOOGLE FELLOWSHIP
DIFFERENTLY
SERVICE DESIGNERS
do things
Prototype1
2Human centered
Wednesday, 15 August 2012
Wednesday, 15 August 2012
CoCreate
3
DEEP INSIGHTS ABOUT PEOPLE’S TRUE NEEDS AND
WANTS - FROM THE SOURCE
AN EFFICIENT WAY TO GET SOLUTIONS THAT
REALLY WORK
A CATALYST FORORGANISATIONAL
CHANGE
IF IT’S SO GREAT...WHY ISN’T EVERYONE
DOING IT?
THE INTERNAL REALITY
NOT INVENTED HERE
FRINGE OF THE FRINGE
THE ILLUSION OF SOMETHING FOR
NOTHING
PROJECTSSNOOK
SNOOKCUSTOMER EXPERIENCE
AND SERVICE DESIGN
SNOOKCUSTOMER EXPERIENCE
AND SERVICE DESIGN
STIRLING MAKES
EMBED DESIGNCREATING A CULTURE
OF INNOVATION
Post-16 Education: Improving the learner journey
117
VENTURESSNOOK
LESSONSLEARNED
COLLABORATION STARTS WITH GOOD
CONVERSATION
COLLABORATION ONLYHAPPENS BETWEEN
EQUALS
BUILD EMPATHY NOT EGOS
IMAGINE IF...
PUBLIC SERVICES WERE...
OPEN CO-DESIGNEDCO-OWNEDPERSONALISED
CONDITIONS FOR
COLLABORATION
DESIGN IS INTEGRAL TO THE DNA OF EACH
AND EVERY PUBLIC SERVICE.
THE FUTURE YOU...
SNOOK
FOMENTINGA REVOLUTIONIN SCOTLAND
COACHINGTRAINING
BESPOKE PROJECTS
LAUREN@WEARESNOOK.COM
SNOOK
for Mackay Hannah: Cust�er Experience in the Public Sector
WWW.WEARESNOOK.COM @WEARESNOOK
TIME TO STOP TALKING AND START DOING