designing a new future

SNOOK

for Mackay Hannah: Cust�er Experience in the Public Sector

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

SNOOKSTERS

SNOOKENSEMBLE

SNOOKBOARD

SNOOKSNOOK CORE TEAM

SNOOKCUSTOMER EXPERIENCE

AND SERVICE DESIGN

SNOOKLABSNOOKLAB

DIGITAL INNOVATION

EMBEDSNOOKCREATING A CULTURE

OF INNOVATION

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

PROJECTSSNOOK

SNOOKCUSTOMER EXPERIENCE

AND SERVICE DESIGN

SNOOKCUSTOMER EXPERIENCE

AND SERVICE DESIGN

STIRLING MAKES

EMBED DESIGNCREATING A CULTURE

OF INNOVATION

SNOOKCUSTOMER EXPERIENCE

AND SERVICE DESIGN

TOTALcraigroyston

SNOOKCUSTOMER EXPERIENCE

AND SERVICE DESIGN

TOTALcraigroyston

Post-16 Education: Improving the learner journey

117

Post-16 Education: Improving the learner journey

117

VENTURESSNOOK

TheYou should have asked us ages ago.

How it works

NewspaperYoung PeopleThe Problem

How can we

continue to inspire

people after the

commonweath

games have

gone?

x the Client

THE LABSNOOKLAB

DIGITAL INNOVATION

IMAGINE IF...

PUBLIC SERVICES WERE...

OPEN CO-DESIGNEDCO-OWNEDPERSONALISED

FOR EVERY £1 SPENT ON DESIGN, YOU GAIN OVER

£4 NET OPERATING PROFIT, OVER £20 NET TURN OVER

AND OVER £5 EXPORTS

WHY SHOULD YOU CO-CREATE YOUR

CUSTOMER EXPERIENCE

SNOOK

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

DESIGN IS INTEGRAL TO THE DNA OF EACH

AND EVERY PUBLIC SERVICE.

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