Scottish Approach to Service Design: Where next?
Transcript of 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
We are SnookPeople by Default Sarah Drummond
This is about a new approach
We are SnookPeople by Default Sarah Drummond
#satsd
We are SnookPeople by Default Sarah Drummond
Meet Sharon 2015
We are SnookPeople by Default Sarah Drummond
We are SnookPeople by Default Sarah Drummond
“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
We are SnookPeople by Default Sarah Drummond
“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.”
The British Association of Social Workers and Social Workers Union
We are SnookPeople by Default Sarah Drummond
“I spend most of my working day typing and inputting services plans, filing, etc., all admin tasks.”
The British Association of Social Workers and Social Workers Union
We are SnookPeople by Default Sarah Drummond
“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”
The British Association of Social Workers and Social Workers Union
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
We are SnookPeople by Default Sarah Drummond
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
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“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
We are SnookPeople by Default Sarah Drummond
“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 are SnookPeople by Default Sarah Drummond
“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
We are SnookPeople by Default Sarah DrummondWe are SnookPeople by Default Sarah Drummond
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
We are SnookPeople by Default Sarah DrummondWe are SnookPeople by Default Sarah Drummond
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
We are SnookPeople by Default Sarah DrummondWe are SnookPeople by Default Sarah Drummond
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
We are SnookPeople by Default Sarah Drummond
Meet Sharon 2020
We are SnookPeople by Default Sarah Drummond
We are SnookPeople by Default Sarah Drummond
THIS IS HARRY AND SAM
We are SnookPeople by Default Sarah Drummond
We are SnookPeople by Default Sarah Drummond
“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)
We are SnookPeople by Default Sarah DrummondWe are SnookPeople by Default Sarah Drummond
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
We are SnookPeople by Default Sarah DrummondWe are SnookPeople by Default Sarah Drummond
AN UPHILL BATTLE
The touchpoint has grabbed our design attention
UX and digital has over shadowed the service and organisation play
We are SnookPeople by Default Sarah DrummondWe are SnookPeople by Default Sarah Drummond
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.
We are SnookPeople by Default Sarah Drummond
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.
We are SnookPeople by Default Sarah Drummond
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
We are SnookPeople by Default Sarah Drummond
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
We are SnookPeople by Default Sarah Drummond
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
We are SnookPeople by Default Sarah Drummond
Double Diamond - Design Council 2007
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We’re in a room of early adopters
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(Thanks Stuart Bailey)
2007 | SKILLS DEVELOPMENT SCOTLAND
We are SnookService Design Atelier Sarah Drummond
MASTERS THESIS ON EMBEDDING DESIGN (2009)
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(Thanks Lauren)
The infamous @redjotter
PARTNER IN CRIME FOR 2008 - 2014
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We are SnookPeople by Default Sarah Drummond
(Thanks to the first 10)
Service Design Drinks and Thinks
(2009)
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(Thanks to Social Innovation Camp and Ewan Mcintosh)
MyPolice
(2009)
We are SnookPeople by Default Sarah Drummond
We are SnookPeople by Default Sarah Drummond
(Thanks Peter Ashe)
ALISS
NHS and ALISS (2009)
We are SnookPeople by Default Sarah Drummond
We are SnookPeople by Default Sarah Drummond
(Thanks to Lucy Robinson, Lisa Pattoni and Gayle Rice)
IRISS
(2010)
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We are SnookPeople by Default Sarah Drummond
(Thanks to Anna Maclean)
Loch Lomond and Trossachs National Park
(2013)
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We are SnookPeople by Default Sarah Drummond
(Thanks to Louise McDonald, Lisa Murphy, Toni Andrews)
Young Scot (The Matter and Ayemind)
(2012 to now)
We are SnookPeople by Default Sarah Drummond
We are SnookPeople by Default Sarah Drummond
“We realised we could make anything happen”
We are SnookPeople by Default Sarah Drummond
We are SnookPeople by Default Sarah Drummond
(Thanks to Jane Reid, DWP)
Mental Health, digital and employment journeys
(2015)
We are SnookPeople by Default Sarah Drummond
We are SnookPeople by Default Sarah DrummondWe are SnookPeople by Default Sarah Drummond
(Thanks to Karen Bell and NHS Ayrshire and Arran)
150 + people working together to improve unscheduled care
(2016)
We are SnookPeople by Default Sarah DrummondWe are SnookPeople by Default Sarah Drummond
(Thanks to Sally Kerr)
Walk Hack and Edinburgh Apps
(2016)
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(thanks to Open Change and Duncan Of Jordanstone)
Open Change (Mums and dads of Snook)
(You’re stuck with us)
We are SnookPeople by Default Sarah Drummond
We are SnookPeople by Default Sarah Drummond
(thanks to Mike Press)
Renewing public services conference
(Mums and dads of Snook)
(2014)
We are SnookPeople by Default Sarah Drummond
We are SnookPeople by Default Sarah Drummond
THE LAST 7 YEARS
Bloody large proof of concept and a development in the translation of design
We are SnookPeople by Default Sarah Drummond
COLLABORATION IS KEY
We need all of the approaches to make this work and build the platforms we need to do this
We are SnookPeople by Default Sarah Drummond
COLLABORATIVE APPROACHES
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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
We are SnookPeople by Default Sarah Drummond
We are SnookPeople by Default Sarah Drummond
We are SnookPeople by Default Sarah Drummond
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
We are SnookPeople by Default Sarah Drummond
We are SnookPeople by Default Sarah Drummond
Can, and how can, the insights of frontline workers influence systems
change
We are SnookPeople by Default Sarah Drummond
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
We are SnookPeople by Default Sarah Drummond
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
We are SnookPeople by Default Sarah Drummond
Individual change and organisational change
Asking questions and doing organisational ethnography by front line workers
Systems Change at the frontline
We are SnookPeople by Default Sarah Drummond
We are SnookPeople by Default Sarah Drummond
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.
We are SnookPeople by Default Sarah Drummond
OUR OPPORTUNITIES FOR BAKING DESIGN INTO THE PUBLIC REALM
Where do we have opportunity to make this work?
We are SnookPeople by Default Sarah Drummond
DESIGN IS THE GLUE
The mindset, approach, principles and skills can bring multiple perspectives and evidence to the table to make
things work
We are SnookPeople by Default Sarah Drummond
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.
We are SnookPeople by Default Sarah Drummond
WORK LIVE
No more big reports, no more processs for the sake of process.
Open up our projects and knowledge as we go
We are SnookPeople by Default Sarah Drummond
DIGITAL TRANSFORMATION
Ensuring we look end to end, put people first and consider multi-channel services, not just digital
We are SnookPeople by Default Sarah Drummond
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
We are SnookPeople by Default Sarah Drummond
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
We are SnookPeople by Default Sarah Drummond
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
We are SnookPeople by Default Sarah Drummond
NEW AND IMPROVED
Lets look at improving what we’ve got and developing new services
We are SnookPeople by Default Sarah Drummond
DESIGN LED CONSULTATION
Lets reverse the model and hack consultation and push bottom up towards policy to make it more open
We are SnookPeople by Default Sarah Drummond
MAKE DESIGN THE DNA OF OUR ORGANISATIONS
Internal and external focus on our people
‘FIX THE BROKEN WINDOWS’ @BENHOLLIDAY
We are SnookPeople by Default Sarah Drummond
KEY CONSIDERATIONS
What do we, as early adopters need to deliver on
We are SnookPeople by Default Sarah Drummond
LINK UP WITH POLICY
Help the strategy unit and policy makers to create more open policy that design can support
We are SnookPeople by Default Sarah Drummond
DELIVER CHANGE
We need to focus on delivering service improvements and highlighting these, small and large
Process is not enough
We are SnookPeople by Default Sarah Drummond
FRAME THE RIGHT PROBLEMS
Focus on designing for the right problem or opportunity
We are SnookPeople by Default Sarah Drummond
MICRO ANALYSIS
Detail is important, we need to move from ideas into implementing change and really getting to the detail of
how things work
We are SnookPeople by Default Sarah Drummond
MICRO ANALYSIS
Detail how the thing works, end to end and with the systems that make the organisation work
We are SnookPeople by Default Sarah Drummond
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.
We are SnookPeople by Default Sarah Drummond
SCOTTISH BUSINESS PLEDGE
‘The continuous development of products and services’ Micro change is as important as macro innovation
Lets redefine the ‘new’ of innovation
We are SnookPeople by Default Sarah Drummond
CODIFY OUR APPROACH
Lets make it accessible and help people understand the various starting points and application of design, and a
consistent language
We are SnookPeople by Default Sarah Drummond
TRAINING
Basics matter, principles matter. Scale up a joint training programme for the Scottish
Public Sector
We are SnookPeople by Default Sarah Drummond
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!”
We are SnookPeople by Default Sarah Drummond
We are SnookPeople by Default Sarah Drummond
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
We are SnookPeople by Default Sarah Drummond
PRODUCTS THAT SUPPORT THE EMBEDDING OF SERVICE DESIGN
APPROACH
GDS Performance platform as exemplar
We are SnookPeople by Default Sarah Drummond
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
We are SnookPeople by Default Sarah Drummond
BETTER PROCUREMENT AND COMMISSIONING OF DESIGN
Support the sector and make partnerships but make sure they work with you not at you
We are SnookPeople by Default Sarah Drummond
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
We are SnookPeople by Default Sarah Drummond
OUR OLD 2009 POSTER
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“BOTH DIY PRODUCTION AND OPEN DESIGN EMPOWER THE USER BY PUTTING PROFESSIONAL
TOOLS IN THE HANDS OF THE MASSES”
- Tommi Latio (Open Design)
We are SnookPeople by Default Sarah Drummond
“A RAT RACE IS FOR RATS. WE’RE NOT RATS. WE’RE HUMAN BEINGS”
- Jimmy Reid
We are SnookPeople by Default Sarah Drummond
“We can choose comfort or courage, I chose courage”
Chris (Petrus)
We are SnookPeople by Default Sarah Drummond
We are SnookPeople by Default Sarah Drummond
THANKS!
WEARESNOOK.COM
@RUFFLEMUFFIN @WEARESNOOK