Sarah Drummond, Valerie Carr and Andy Young explore how a service design approach can facilitate co-design of supportive communities for older people.
Design for Health (2017) illustrates the history of the development of design for health, the various design disciplines and domains to which design has contributed. There are 26 case studies in the book revealing a plethora of design research methodologies and research methods employed in design for health.
We’re delighted that this book has finally been published and Snook’s work is presented alongside some very interesting projects and reflections on the role of design in improving health and well-being.
As a former member of staff at Imagination Lancaster, I worked with Prof Rachel Cooper on a number of projects from 2009-2012 before moving to work at Snook. Rachel has amazing energy and commitment to highlighting the value of design in improving health and wellbeing. She is a series editor for the Routledge Series, Design for Social Responsibility, and this book, Design for Health is the latest in the series.
“The purpose of this book is to summarise the current state of knowledge about the use and application of design in health.”
Design for ageing wellIn 2014, Emmanuel Tsekleves, who is co-editor of this book, invited us to write a chapter as part of the theme ‘Design for ageing well’. We were asked to provide a brief introduction to service and co-design approaches with older people and focus on case studies showing how Snook had developed and applied service design methods and tools in our work with older people. We submitted our chapter in 2015 so the projects discussed are not our most up-to-date. They do showcase three quite disparate projects that all involved older people in co-designing services to enable them to maintain well-being and remain active in their own homes and local communities. Snook’s chapter is titled ‘Exploring how a service design approach can facilitate co-design of supportive communities and service frameworks for older people’. We discuss three specific projects – the methods and tools used and we reflect on the learnings.
- BRIDGE (Building Relationships in Deprived General Practice Environments)
- Care Information Scotland Service Redesign
- Responsive Interactive Advocate (RITA)
BRIDGEBRIDGE stands for Building relationships in deprived general practice environments. This project used participatory methods with staff in general practices, community organisations and older people. This was done to understand, co-design and ‘road-test’ a system in which general practices in deprived areas identified older people in need and helped them access resources and/or participate in activities known to help prevent or delay disablement and enhance well-being. [caption id="attachment_14762" align="aligncenter" width="1024"] Care Information Scotland: project workshop. Image: Snook[/caption]
Care Information Scotland Service RedesignThis project used participatory methods with staff in general practices, community organisations and older people to understand, co-design and ‘road-test’ a system in which general practices in deprived areas identified older people in need and helped them access resources and/or participate in activities known to help prevent or delay disablement and enhance well-being.
Responsive Interactive Advocate (RITA)RITA has been developed as an avatar-based support system under Innovate UK’s Long Term Care Revolution. A reference group of older people (aged between 54 and 81) were involved in the co-design of the RITA service concept and helped to identify the challenges and opportunities for a digitally-based support system.
The conclusionWe finally sum up the learning from the different projects and conclude that a key element of effective services for the ageing population will be their ability to integrate a whole person with a whole systems approach. Fragmented services delivered in isolation cannot solve the intractable problems of sustainability in both human and economic terms.
“We believe that service systems and service design approach provides the methods and tools to respond to the complexity of multi-layered services, and enables and supports people to co-design new, dynamic and personalised service models that help create a network of supportive communities that will enable us all to age well in place.”[post_title] => Design for health [post_excerpt] => In a chapter in this book, we explore how a service design approach can facilitate co-design of supportive communities for older people. [post_status] => publish [comment_status] => open [ping_status] => open [post_password] => [post_name] => design-health-book [to_ping] => [pinged] => https://vimeo.com/181780814 [post_modified] => 2019-12-04 00:09:12 [post_modified_gmt] => 2019-12-04 00:09:12 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=14758 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 11372 [post_author] => 16 [post_date] => 2016-04-28 17:45:53 [post_date_gmt] => 2016-04-28 17:45:53 [post_content] => We have a tradition going on here: since 2009, industrial design students from Auburn University come over for a visit and a Service Design training workshop. Charlotte and Eve facilitated these intense two days of researching, prototyping, testing and iterating. And, of course, there was a rubber chicken. Here’s an overview of what happened.
The BriefWe challenged the #AuburnSnooks to re-imagine mental wellbeing for students. Based on the Aye Mind project, we asked how to improve the mental health and wellbeing of young people by making better use of the Internet, social media and mobile technologies. This gave the students an insight into a real industry brief and encouraged them to tackle a difficult problem that might affect them and their fellow students.
Let’s DiscoverWe kicked off with a presentation of design methods and teaching the students the Double Diamond design process. Most of the students were unfamiliar with it but pretty eager to learn more!
100 ways to destroy an IphoneThe first challenge was to come up with 100 ways to destroy an Iphone in under a minute. This was a brilliant way to get everyone’s brain thinking about generating ideas quickly and easily.
The DiscoveryWe moved onto researching the problem. Research methods included interviews, group discussions and surveys to gain a deeper understanding of students’ mental wellbeing. The important element here was research planning, understanding of what’s out there and exploring/thinking about how younger people behave online. It was also key to talk to strangers, or each other about how mental wellbeing effected them, the challenge was to go deeper into the problem, and find out from real people how this issue effected them. Gaining this understanding would be key to designing solutions that really worked later on. Teams had an opportunity to think about what questions they wanted to ask and which methods would be best suited for this. The questions ranged from ‘What does mental wellbeing mean to you?’ to ‘What makes you smile?’ As both Charlotte and Eve work on the Ayemind project, it was interesting to hear the discussions #AuburnSnooks were having - for example, a common theme was the difference between ‘mental wellbeing’ and ‘mental illness’ and the stigma attached to language surrounding these.
Get DefiningFrom speaking to their peers face-to-face, online and talking to people on the street about the topic, groups gathered many insights. At this stage, it was important to get ALL of these insights out on post-its notes while chatting within groups. We chose a few insights and generated ideas around them using the Lotus Flower Idea Generation technique. Teams were encouraged to go around and comment on each other’s post-its. We then encouraged students to really quickly Freeze Frame four ideas, and prototype one. The Freeze Frame involved taking an idea, and showing a still of how it would work with your body as a group. That way, they could bring their ideas to life. The emphasis was on having fun and being speedy (plus silly) - an important part of workshops and hack events.
Now DevelopRapid idea generating and prototyping allowed the teams to hone in on one idea. They used Opportunity Cards to outline the idea, explore the problem it addresses and how it looks like. The User Journey Map allowed students to think about all the touchpoints/interactions of their service and how the user would experience it. After developing a rough prototype of the idea, the rubber chicken walked everyone out of the door and thus, encouraged further testing and iteration of the prototype and idea. For some of the groups, this meant going out onto the street to see what people thought of their idea, for others it meant observing how people interact and react to the idea. Getting early feedback allowed the students to come back for more iteration. They experienced the process of iterating an idea/product/service with the user in mind.
Aaaand Deliver!The close of our two-day workshop was called ‘Show & Not Tell’ - show us your idea, don’t tell us what it is, let us feel it, smell it, interact with it. The #AuburnSnooks presented their prototypes back to each other, their tutor and three designers from Snook. They received feedback on what they had developed. And a big round of applause for working so hard over the two days. Here are the five ideas teams developed:
Friendr AppAn app that allows you to connect with people when you arrive at a new place, like a new University. This group encouraged the use of technology in terms of ‘making social media social again’. Insights gathered during research and testing showed that we are all human beings and we love interactions. When we’re trying to find our feet at a new location, we like talking to friends and meeting people with similar interests.
Happy Coffee CupsPositive messages on coffee cups and cup warmers to help us feel positive about our day. What makes you smile? This was one of the questions the group explored during research. It’s all about the little things in life and making your day. Even though the team struggled to test these at the coffee shops in Glasgow, we definitely have been enjoying seeing them on our Snook mugs! Smiles all the way.
Sports AppAn app that helps young people find other people to play their favourite sports with, based on location. The group found that sport could have a positive effect on mental wellbeing. They found that playing team sports on campus was difficult to organise, especially when students first arrived. They developed a prototype of their app and tested it at Sports Direct, and found people who were willing to use it.
Solitude CampaignA campaign encouraging students to enjoy spending time alone. Self-awareness and reflection can do wonders. It’s important to stop every now and again and not being afraid to be alone for a bit. During research here, it was raised that social media/technology doesn’t sleep so we might feel overwhelmed by it all at different points of our lives. But it’s me time now!
ReflectA journal where students can write their diary entry, and highlight the positive parts. During research the group learned that the process of writing in a journal allowed for reflection, which is positive for mental wellbeing. When you look back at your diary entries only the highlighted part will appear. Reflect can be an app, a physical diary, or this group even tested out using a google form. We’ll be excitedly following what happens with the ideas now and whether teams will be implementing them back home. It was fantastic to have this bunch of #AuburnSnooks! We wish them all the best and we look forward seeing you again soon. If we got you interested in Service Design training workshops for students, why not get in touch with the Snook Training team? Drop us an email: email@example.com [post_title] => Service Design Training: 20 industrial designers explore the role of digital in students’ mental wellbeing [post_excerpt] => Service Design Training: 20 industrial designers explore the role of digital in students’ mental wellbeing. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => service-design-auburn2016 [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:39 [post_modified_gmt] => 2019-12-04 00:09:39 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=11372 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 11172 [post_author] => 16 [post_date] => 2016-04-07 16:41:37 [post_date_gmt] => 2016-04-07 16:41:37 [post_content] => The Aye Mind team recently hosted speedy message and image mental wellbeing workshops at the NUS (National Union of Students) Mental Health Summit.
Why is this conference important?For many, the time you spend at University is filled with ups and downs. The pressure that students are under can be debilitating to their learning. The conference had a great turn out, which highlighted how many of the professionals in higher education see the importance in addressing mental wellbeing in their institutions.
What can we share with you?We participated in the Mindfulness workshop led by Sandy MacLean, an advisor for the College Development Network and a current Masters student. Sandy took us through some simple mindfulness exercises to support our mental wellbeing. She talked about how the practice of mindfulness can benefit us in our everyday lives, rather than being mainly used as a treatment at the crisis points of mental health. Sandy recommended these links for people wanting to learn more about mindfulness: Headspace.com Flowygame.com Stopbreathethink.org
What did we bring to the conference?We hosted two Aye Mind workshops to inform professionals who work with young people about:
- The new Aye Mind toolkit, which is still in development, will be open and free for anybody to use. The toolkit supports youth professionals who work in or around the mental wellbeing sphere to understand how to use digital technology to support young people. Whether you’re a rookie or a pro with technology you will be able to understand how digital can support youth mental health;
- The successful Aye Mind campaign we have been running in tandem with Young Scot. The campaign has involved a set of GIFs co-designed with young people’s messages, a series of informative Bored Panda articles on issues surrounding young people including exam stress and sleepless nights. We also have invited young people to make and submit Aye Mind mental wellbeing GIFs through the Young Scot site with over 78 submissions;
- The Aye Mind resource map to signpost young people and the people who work with them to an extensive collection of mental wellbeing resources for young people to use online.
‘I want to but I can’t find the motivation today’ Pete ‘Will I always be alone?’ Amy ‘I can’t think about the exams’ Claire ‘I need some space in my life, but I’m scared of missing all the fun’ JackWe started by asking everyone to make mini personas. A persona is a snapshot of a person and allows idea generation that keeps that person in mind. Everyone simply wrote down a name of a young person with a quote on post-it notes. All the people present at the workshop had experience of working with young people, so they generated quick personas that were fictional or based on people they had come into contact with. This quickly gave a valuable, rich bank of mini personas, with their own small story to base ideas on. From this, everyone formed a small groups. They grabbed some of the personas they had generated and created positive mental wellbeing messages to share. For instance, a mini persona was ‘I need some space in my life, but I’m scared of missing all the fun’ Jack. So for Jack, the creative message was ‘Space is good!’. Each group then took a few of their favourite messages and create images to go with the message. They got their hands on play doh, little figurines, coloured paper and pens to set up the scene and create the story behind their messages.
Many thanks to NUS for hosting the conference and everyone who attended our workshops.
Would you like to host a gif workshop or mental well being on a topic of your choice?
Get in touch firstname.lastname@example.org
Here's the social media story:[post_title] => 45-minute Aye Mind workshop at the NUS Annual Student Mental Health Summit [post_excerpt] => The Aye Mind team recently hosted speedy message and image mental wellbeing workshops at the NUS (National Union of Students) Mental Health Summit. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => aye-mind-nus-studentmh [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:40 [post_modified_gmt] => 2019-12-04 00:09:40 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=11172 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 10969 [post_author] => 16 [post_date] => 2016-03-18 18:18:41 [post_date_gmt] => 2016-03-18 18:18:41 [post_content] => The Enquire Conference on ‘Positive Mental Health in Schools: Overcoming Barriers to Learning’ was an exciting day for the Aye Mind team. It was a delight to see Caitlinn Jay Quinn and Zoe Mann, two young people who attended our GIF making workshop at the Riverside Museum present Aye Mind. Hearing the young people talk about how they had shaped Aye Mind in their own words was brilliant. Their confidence in talking about their experiences of mental wellbeing was inspiring. They spoke about what messages they had chosen to promote when they created their own GIFs. They used the GIFs to let their peers know that a way to help yourself is to help someone else, they encouraged friends to talk about mental health and wellbeing; letting friends know the valuable message that ‘It’s OK to not be OK’. They drew everyone’s attention to the fact that mental health doesn't have to be elephant in the room and you can find right person to talk to. They received a really positive response and said that they were proud to present their work. Enquire are the Scottish advice service for additional support for learning. They provide independent and impartial advice to parents and carers, practitioners in education, social work and health services, and children and young people. The day featured many insightful speakers. We learned from others in the field of young people’s mental wellbeing. Chris Sullivan from the Mental Health Foundation also presented Aye Mind. Aye Mind is on a mission to improve the mental wellbeing of 13 to 21 year olds by making better use of the internet, social media and mobile technologies. We take a co-design approach to everything we do, from workshops on our digital platform, to inviting young people to submit their mental wellbeing gifs on the Young Scot site. Young people had insightful messages to pass onto schools and professionals working within the mental wellbeing sphere who were at the conference: don’t turn a blind eye when young people need help, show them how to use online technologies safely, raise awareness that too much time online can be negative and don’t ban digital media in schools, use it to your advantage! Here are some insights that we’d like to share with you:
- Firefly Yoga for Youth, showed us practical ways of bringing mindfulness and yoga to young people. A brilliant way to a healthier, calmer mind. You can also have a read of our Aye Mind articles on mindfulness here;
- Students from Lesmahagow High School championed the mental wellbeing day their school hosted and what a positive effect it had on their learning environment;
- Karen Muir from the Glasgow City Inclusion Team talked about the importance of creating a consistently nurturing, warm and empowering learning environment. When a learner’s mental wellbeing is good, their ability to learn is greatly improved;
- Speakers during the conference emphasises that when the environment is right for the learners with most complex needs, it will be best for all learners.
Make your own GIFWe’ve teamed up with Young Scot on a campaign for gif submissions, check out the post on their site. You can follow the instructions and make your own gif which will be featured on Aye Mind social media and website. Anyone can submit a gif! All you need to do is head to the Young Scot website (and you can win rewards points, too) or just email your gif to email@example.com
Competition WinnersWe are also proud to announce that Aye Mind won the Adaptive Lab gif making competition! The submitted gifs are co-designed with young people at a workshop, with participants from YSortIt, See Me and GAMH. The gif that caught Adaptive Lab’s eye was created by Caitlin, who used ‘heart attack’ as a metaphor. After her mum suffered a heart attack, Caitlin found this term triggering. The workshop allowed her to take control of the phrase and at the end of the workshop, she felt more comfortable with the language around heart attacks. We loved the workshops with young people and you can read more about our process and materials used here. Aye Mind has also been taking over Bored Panda with a series of articles on Anger, Panic Attacks, Exams and more. Check us out on Bored Panda here.
Safer Internet DayRecently, we celebrated Safer Internet Day with gifs that used messages from young people #shareaheart. Some of our Snooks wrote down their message which included 'I love the internet for helping me connect with my friends and family around the world! Be nice and stay safe' and 'I love how the internet makes knowledge and information accessible to everyone. But let's make sure we keep it that way'. Check out Aye Mind on: Twitter Scottish Co-production Network Aye Mind website Our partners on this project are; NHS Greater Glasgow and Clyde, Mental Health Foundation, Young Scot and Aye Mind is awarded funding by the European CHEST fund. [post_title] => Young people takeover the internet with GIFs promoting mental wellbeing [post_excerpt] => Aye Mind is a project on a mission to improve the mental health and wellbeing of young people by making better use of the internet, social media and mobile technologies. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => gifs-promote-mentalwellbeing [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:41 [post_modified_gmt] => 2019-12-04 00:09:41 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=10633 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 12846 [post_author] => 20 [post_date] => 2012-12-16 17:02:53 [post_date_gmt] => 2012-12-16 17:02:53 [post_content] => Recent questions about the difference between Snook’s service design approach and the LEAN approach have inspired me to put my thoughts around this into writing. As advocates of the benefits of design thinking, methods and tools we believe that these bring an additional creative dimension to organisations seeking to innovate and co-design new services that are user-centred and user-friendly. I have put together a table outlining some of the differences I see in LEAN and Service Design Approaches below. Although the different aspects are presented in binary form, we recognise that each item is on a spectrum from the analytic and scientific to the intuitive and creative.
To help frame the discussion of the differences between the two approaches I am going back to my roots in architecture and design. Vitruvius, an architect living in the 1st century BC , defined the necessary qualities of architecture as firmitas, utilitas and venustas. Firmitas and utilitas can be translated quite easily as firmness or sturdiness and utility or functionality. Venustas is, however more elusive. Originally translated as ‘delight’ it also has a sense of grace, charm and beauty. Vitruvius’s principles were used by architects throughout the centuries to create buildings which combined sound engineering and aesthetic qualities. The modern movement in architecture, which centred around the Bauhaus in Germany, had a machine aesthetic and technological focus on new materials such as glass and steel and, in seeking ‘truth to materials’, eliminated all ornamentation or decoration in buildings, following the mantra that ‘form follows function’. Whatever your views on architecture, it is recognised that the modern movement, or international style resulted in some very soulless buildings. The stripping away of the principle of venustas (delight, beauty, charm), meant the removal of all extraneous ornamentation which, while ideologically sound, alienated those who were the inhabitants of these buildings. Another interesting point relating to the reductionism inherent in LEAN is that many of the individual components of these buildings were remarkably elegant in themselves. Somehow stripping individual elements back to their most basic form, highlighting the structural properties of the materials used, often (not always) resulted in something of beauty. However some elusive quality was lost when this approach was applied to a whole building. Often these buildings have little sense of the people who inhabit them, no personal touches indicating their character or personality. Using the same formula as the modern movement, LEAN focuses on evidence-based, mechanistic approaches to refining processes and reducing variation, eliminating waste and emphasising efficiency. LEAN and Six Sigma divide processes into discrete parts to be analysed and made subject to Total Quality Management formulae. These can certainly ensure the firmitas and utilitas of the various processes making up a service. But what of venustas? The aspects of delight which give one company, product or service that market differentiation which is such a key component in attracting and retaining customers? What of the personality, the distinctive character of the company? Service Design focuses on designing for experience, emphasising the involvement of the service user in co-designing the service. A service design approach is built on the generation of a deep and holistic understanding of the service user experience, uncovering the ‘touchpoints’ or points of emotional connection (both delight and despair) with a service. Considering the need for innovation and new models of user-centred services, we recognise that many large organisations function with fragmented structures and processes, departmental boundaries and hierarchies, making efforts at integrated organisational change challenging. Organisational Development (OD) experts make a distinction between first-order change, representing incremental changes within an organisation, and second-order or fundamental system change, where the core values and modes of operation are challenged and redeveloped (Bartunek and Moch 1987). It is recognised that protocol and process driven (first order) approaches can lock an organisation into fixed methods of thinking, perceiving and responding to situations. These lead to smoother functioning on a daily basis, and short term organisational and efficiency gains, but may act as barriers to transformation and innovation in the long run (DiMaggio and Powell, 1983; Carley and Harrald 1997) I would suggest that LEAN, in its original form, functions as a means of achieving first order change – incremental, process focused improvements. Roger Martin in his book, The Design of Business: Why Design Thinking is the Next Competitive Advantage (highly recommended) talks about the ‘wicked problems’ facing business and society today, which can’t be solved using yesterday’s evidence base. The global recession and collapsing economies, an ageing population and unsustainable public services all qualify as ‘wicked problems’ in their multiple levels of complexity and impact. Martin suggests that design thinking offers the possibility of a context and creative environment for framing these problems in new ways. As we say at Snook, seeing differently, before doing differently. One of the other specific benefits of Service Design is in its participatory approach to the development of new services. Levasseur (2001) has suggested, ‘a fundamental principle of effective change management is that people support what they help to create’. Public sector cuts, particularly, have prompted the need for new models of public service delivery, focused on co-design and coproduction (Cottam and Leadbeater 2004). The major challenges in healthcare, and increase in health inequalities in UK has prompted Marmot (2010) to suggest that a stronger emphasis must be given to individual and community empowerment, creating the conditions and increasing the opportunities for people to work with public service providers to participate in the definition of community solutions, enabling a real shift of power:
Without citizen participation and community engagement fostered by public service organisations, it will be difficult to improve penetration of interventions and to impact on health inequalities (Marmot 2010 p151).An increase in participation can also lead to more appropriate and accessible services, while increasing social capital and people’s self confidence and health-enhancing attitudes (Popay, 2006). Wanless (2004 and 2007) in attempting to assess the sustainability of the NHS, produced three scenarios of ‘fully engaged’, ‘solid progress’ and ‘slow uptake’, each related to how individuals might take responsibility for maintaining their own health. Fully engaged was the only viable route to a sustainable welfare system. The NHS Institute for Innovation and Improvement has advocated a ‘design’ approach as offering the potential to produce transformational change in the NHS (Bevan and Robert, 2007). It is obvious from these references to the need for engagement in public services, that the challenge is to win the hearts and minds of communities and individuals to encourage them to take responsibility for their own wellbeing and develop supportive communities with less reliance on public sector provision of services. At Snook we believe we can help public sector organisations approach this new model of partnership working through using design tools and methods first of all to gain the deep understanding of where people are in their attitudes and motivations, secondly to create a democratic and creative environment where service users and public sector organisations can work together to turn recognised barriers and obstacles into opportunities for service improvement. Finally we prototype ideas, working iteratively, testing and refining services in practice, involving service users in co-designing and coproducing their new service models. Service Design methods and tools don’t apply only to public sector organisations however – they bring added value to any business seeking to engage in new ways with their clients or service users. Open innovation models have seen more companies partnering with clients to improve and customise products and services. Service Designers are moving from focusing on solutions to specific problems, to providing organisations with the tools and capacities for human-centred service innovation and transformation. So, back to our architectural principles of firmitas, utilitas and venustas. Services with a strong focus on a ‘delightful’ user experience, which adopt innovative models of service user engagement will, ultimately, be the services which stand out in the marketplace and offer the quality and functionality that people desire and need. For a deeper exploration of evidence and experienced based approaches see this academic paper I co-authored with some colleagues at ImaginationLancaster: http://www.ncbi.nlm.nih.gov/pubmed/21960190 Also further discussion of design and organisational change can be found in this paper: http://www.haciric.org/static/doc/events/HaCIRIC10_Conference_Proceedings1.pdf
ReferencesBartunek, J. M. and M. K. Moch (1987). "First-Order, Second-Order, and Third-Order Change and Organization Development Interventions: A Cognitive Approach." The Journal of Applied Behavioural Science 23(4): 483-500 Bevan, H., G. Robert, et al. (2007). "Using a Design Approach to Assist Large-Scale Organizational Change: "10 High Impact Changes" to Improve the National Health Service in England." The Journal of Applied Behavioral Science 43(1): 135-152. Carley, K. M. and J. R. Harrald (1997). "Organizational Learning Under Fire: Theory and Practice." American Behavioral Scientist 40(3): 310-332. Cottam, H. and C. Leadbeater (2004). Open Welfare: Designs on the public good. London, The Design Council. DiMaggio, P. J. and W. W. Powell (1983). "The iron cage revisited: Institutional isomorphism and collective rationality in organizational fields." American Sociological Review 48: 147-160. Levasseur, R. E. (2001). "People Skills: Change Management Tools - Lewin's Change Model." Interfaces 31: 71-73. Marmot, M. (2010). The Marmot Review: Fair Society, Health Lives. Strategic Review of Health Inequalities in England post-2010. London, The Marmot Review. Popay J (2006) Community engagement and community development and health improvement: a background paper for NICE (available on request by emailing firstname.lastname@example.org or email@example.com). Wanless, D. (2004). Securing Good Health for the Whole Population. HMSO. London. Wanless, D., J. Appleby, et al. (2007). Our Future Health Secured? A review of NHS funding and performance. The King's Fund. London. [post_title] => LEAN and Service Design | Understanding the differences. [post_excerpt] => Recent questions about the difference between Snook’s service design approach and the LEAN approach have inspired me to put my thoughts around this into writing. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => lean-service-design-differences [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:10:12 [post_modified_gmt] => 2019-12-04 00:10:12 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=5295 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 12229 [post_author] => 16 [post_date] => 2016-09-16 12:24:14 [post_date_gmt] => 2016-09-16 12:24:14 [post_content] => After 2 wonderful years and 3 great months at Snook, I’m moving on to do a master in Service Design at the Royal College of Art in London. This new chapter will not be the end of my time at Snook, as I’m eager to contribute to upcoming projects and will be joining as an ongoing associate. Before I leave the Glasgow studio, Sarah asked me to do a blog post of my highlights at Snook. Here are my proudest moments!
1. Aye Mind GIF workshopWorkshops, images, GIFs! Aye Mind is our project improving the mental health and wellbeing of young people by making better use of the internet, social media and mobile technologies. A collaborative project with brilliant organisations; NHS GCC, Young Scot, Mental Health Foundation and funded by the European CHEST fund. I led the first GIF making workshop, with the rest of the Aye Mind team, encouraging a small group of young people to have a dialogue about mental wellbeing through GIF making. Image making allows people to think about mental wellbeing and what advice they’d like to hear in a playful and creative way. Those feel-good images and messages can then be shared with others online. Since then we’ve created a mini version of the workshop, and we’ve published exactly how to run the workshop (including the downloadable materials) online. This means that the workshop has now been carried out at least 10 times by us and others, with over 300 people participating and an even larger number of positive mental wellbeing messages going out across social media. Check out #AyeMind to see the images and messages. Check out this post if you’d like to run your own workshop.
2. The new studio huntOur old studio was above a quintessential coffee shop on Bath Street, and we were fast outgrowing it. With no prior property knowledge, I set about finding a new design studio for Snook. What a hunt it was! I started by looking around the city at ‘office space to rent’ signs, phoning the numbers, working out how many square feet our new place would need to be. Gradually I started to understand rates and energy efficiency charts. I got to know a few estate agents over the months as I studio-hunted who were bemused by our requirements. Every estate agent in Glasgow: ‘You need a place with no carpets?’ Me: ‘Yes, a design studio never has carpets.’ Eventually, with some help from Anne and the rest of the team, we found our current studio, a huge spacious top floor office that needed some renovation. And here we are all settled in at 84 Miller Street!
3. Whose Round and Cash for Kids fundraisingUsing Whose Round, a project that promoted safer drinking for young people, in collaboration with Young Scot, we decided in 2014 to raise money for children’s charity Cash for Kids by asking people to swap a drink for a donation. We were promoting the message in bars on social media, at Christmas parties and all over the city. Eve and I spotted an opportunity; the taxi drivers of Glasgow. There are hundreds of them, daily coming into contact with thousands of Glaswegians night and day. If we could get our alcohol awareness message into their cabs we could reach a huge amount of people, and remind them to swap a drink for a charitable donation. Network Cabs liked the idea and invited us to their headquarters that day to drop off business cards with the message on. I hopped on a train to an old business park in the middle of nowhere, where I saw a taxi depot. I was taken to meet the Network Cab boss, who warmly shook my hand and took a huge bag of Whose Round/Cash for Kids promotion from me. They insisted that I got a Network Cab back to our studio on them and that Christmas we raised over £1000 for Cash for Kids.
4. Jam Jam JamThe Service Jam takes place across the world, strangers collaborate to design, build and test new products and services. The tagline is ‘48 hours to change the world’ and it’s a lot of fun. I went to my first jam in 2014, before I started working at Snook and the event opened my mind to the possibilities of service design. The next year I was a designer at Snook, and helped brand, organise and run the 2015 Service Jam alongside expert hack/jam/lab leader Keira. For the brand identity, I captured the wild spirit of the jam by pouring jam on the scanner for the poster! Then in 2016 I ran the Glasgow Service Jam, a lively event. Two people who attended Snook’s Service Jams are now running their own jam events in Ireland and Hungary, I hope we inspired them to inspire others.
5. Auburn SnooksAnother highlight for me was setting a mental wellbeing brief for American Auburn University students, and leading them through the design process alongside Eve. They came up with brilliant prototypes including; a campaign for Solitude, a location-based ‘Friendr’ App, a journal for reflection, a new way of linking with others playing sports, as well as my person favourite, positive messages on coffee cup sleeves.
6. Community Alcohol CampaignWe were faced with a tricky mission; to encourage people over 18 to think twice before buying alcohol for underage people, and to offer alternatives to drinking for young people in Glasgow. For this campaign, I loved trekking around Govan with Marie, armed with some simple activities that encouraged people to open up about the tricky topic of underage drinking in their community. We even re-appropriated the drinking game ‘Never Have I Ever’ at a youth club to get young people talking about their experiences of alcohol and what they felt should be done to combat it. This user research culminated in a tailored campaign that encouraged community responsibility through portraits and quotes.
See you soon Snook!The rest of the team have made all the workshops, interviews, away days, days in the studio, and nights out an absolute joy. Snook is a rare organisation with an attitude to learn and grow constantly. Always open to innovation within the company and looking at how things can be done better. I would recommend Snook to anyone looking for an encouraging workplace where they can have a real impact. [post_title] => 6 Snook Highlights from Charlotte [post_excerpt] => Moving on to do a master in Service Design at the Royal College of Art in London, after 2 wonderful years and 3 great months at Snook. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => 6-highlights-charlotte [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:37 [post_modified_gmt] => 2019-12-04 00:09:37 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=12229 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 12852 [post_author] => 14 [post_date] => 2016-08-11 15:17:16 [post_date_gmt] => 2016-08-11 15:17:16 [post_content] => The Inspiring City Awards celebrate the people and organisations helping Glasgow to flourish. This year's finalists are now announced... *drum rolls here please* After its launch, our Aye Mind project - a partnership between NHS Glasgow & Clyde, Young Scot and the Mental Health Foundation, and funded by the European Union - is shortlisted in the Industry & Young People Innovation awards category! The project aims to explore and develop a digital platform with and for young people, aimed at promoting their mental health and wellbeing.
“The project looks at giving more autonomy to young people for not only their wellbeing, but also where they feel services could begin to meet young people on platforms they already engage with in everyday life.”[caption id="attachment_12123" align="aligncenter" width="580"] A GIF created by Caitlin at a Ayemind co-design workshop in Glasgow and won Adaptive Lab's competition. After her mum suffered a heart attack, Caitlin found this term triggering. The workshop allowed her to take control of the phrase and at the end of the workshop, she felt more comfortable with the language around heart attacks.[/caption] We're beyond delighted and want to congratulate all of the nominees across all categories. The awards ceremony is on 8th September and our team are now coordinating their outfits... [post_title] => Industry & Young People Innovation Award [post_excerpt] => Our Aye Mind project - a partnership between NHS Glasgow & Clyde, Young Scot and the Mental Health Foundation, and funded by the European Union - is shortlisted for the Industry & Young People Innovation award! [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => inspiring-city-awards-2016 [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:38 [post_modified_gmt] => 2019-12-04 00:09:38 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=12122 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 9181 [post_author] => 2 [post_date] => 2016-01-11 15:07:24 [post_date_gmt] => 2016-01-11 15:07:24 [post_content] => We've just got over the indulgence of our festive cheer to take a look back at the year of 2015. This was a particular year of growth for us, with our team spreading out across the country: working up north in Aberdeen, across the East Midlands and in Central London. We opened a new office in London, grew its central HQ in Glasgow to a beautiful new space and notched up some fantastic new collaborations with local authorities, Government Departments and some great private sector service companies. Let's take a run down of our year: quarter by quarter. January – March April – June July – September October – December
AyeMindOur project in collaboration with NHS Greater Glasgow and Clyde, funded by the EU Chest gets started. Throughout 2015, we co-delivered our AyeMind service (previously Project99) with 23 partners across Greater Glasgow, Young Scot and the Mental Health Foundation, continuing on into 2016. Our particular favourite moments are the workshops with young people building animated gifs to create content for the service and hearing about our service being used by professionals in the field to find digital tools to use in the mental health field. Dearest Scotland Dearest Scotland, our self-initiated project crowdsourcing letters to the future of Scotland hits the target of £10,000 on Kickstarter with the support of you. We get our first book design underway and partnership with publishers RingWood Publishing. You can purchase the final book here. Creating digital tools for mental health and employment support We continue our research with the Department of Health and Department for Work and Pensions on how digital can support the journey in, out and during employment in relation to positive mental health and wellbeing. In partnership with The Point People, we are re-commissioned to produce follow-up solutions on how the research could be taken forward into products and services by the system. You can read the report below: Culture Shift Athens In partnership with the British Council, we run our 4th Culture Shift, this time in Athens. Alex and Sarah spend three days in the Greek capital running a hack focused on surfacing more grassroots cultural activity in the city. The event is supported by Google and the winners take a trip to Youtube in London. Carr Gomm We complete our 9 month relationship with the fantastic Carr Gomm. We worked inside the agency to actively embed design thinking to improve their innovation capacity and service design. The results created Carr Gomm futures, an in-house research and development unit, which is now actively staffed, and a series of projects where cross sections of the staff came together to research and design new interventions to improve their care delivery. Department for Education In March, we kicked off our 12 month project with the Department for Education, Codesigning Care. Based out of London, we have been working with Affective State, Kent University and the University of Portsmouth. The project explores how technology can support young people in care to stay safe; recognise and manage their emotions and behaviour; and communicate more effectively with practitioners. Glasgow Service Jam Our long time friends, The Global Service Jam, come around again and we run the annual Glasgow leg of the Service Jam. We love running this event where anyone with or without 'design experience' can come together and learn a bit about prototyping, design and have some fun on the side too. Innovation Labs Led by Valerie Carr, in partnership with SeeMe, we brought together a great group of people from all over Scotland to work on ideas and projects that help tackle mental health stigma and discrimination. Culture Shift Dubai We run our second Culture Shift of 2015, this time in Dubai at the JamJar. Our wonderful friends at Flux Video produce an amazing video of the weekend. The final report can be found here. Open London office We confirm our London office and get to work on taking over a space in collaboration with Origin Housing Association. In collaboration with The Point People, we open The Interchange: London. Hello London! Snook visits Austria We are kindly invited by the Travel and Tourism Research Association (TTRA) to keynote on Social Innovation and how design is considering the total experience of tourism. We talk about the Glasgow Smiles better campaign, and how involving the local community in service delivery can drive results and volunteering in cities. Apps for Good We continue to work with Apps for Good to research their fellows programme. We spend time with young people who have been on their programme, reviewing their experience and looking at the process of the competition. We spend a fantastic evening in Reuters, London, witnessing 11-16 year olds pitch and present their apps for social good. Systems Changers Systems Changers has been a particularly special programme for us in 2015. Working with The Point People and Lankelly Chase, we support the branding and running of this initiative. Systems Changers is an investment in frontline workers who support people facing severe and multiple disadvantage. The projects enables them to develop their voice, their collective knowledge and their influence on a wider system. We worked with 10 frontline workers up to December this year embedding skills from systems thinking to service design to surface insights on how the system needs to, and can be changed from the perspective of frontline workers. Includem: Now Including Design Keira finishes her 12 month programme with Includem whose one-to-one support model helps young people in creating and sustaining positive changes so that they lead happy and healthy lives. The Transitional Support Service takes young people through the transition from Child Services to adult life and the charity asked Snook to help develop the future of this service. Read more about Keira's experience here. Know How What a year we spent with Broadway Cinema! In collaboration, we ran a £1 million 12 month programme Know How that supported arts, cultural and heritage organisations across the East Midlands to develop design and digital thinking capabilities inside their organisation. We had a brilliant time working with Broadway and the story doesn't end here. BFI Cinema Know How kicks off Continuing our work with Broadway, we create Cinema Know How. It aims to deliver a bespoke, forward thinking and open source programme designed around the cinema experience with impact for venues, their audience and culture change. From June onwards, we worked with Broadway to test the programme and then open up the programme to six new cinemas. CycleHack 25 cities We support the running of the second Global Annual CycleHack. CycleHack is a global hack focused on reducing barriers to cycling. This year, it takes place in 25 cities and our friends Maklab and Trakke dive in to support the initiative from our home town in Glasgow. SmartSTEMs Our friends at Seric launch SmartSTEMs: encouraging, involving and inspiring more young people into science, technology, engineering and mathematics. Their first mission in 2015 is to inspire young girls, aged 11-18, to become the great thinkers and creators of tomorrow. Snook's Sarah gave a talk on co-designing a better world in a room full of inspiring young girls in June and even managed to fit in a brilliant Mexican wave! Core 77 Award So, we only go and bag the top award from Core 77 in the Social Impact category for CycleHack. We're honoured, given the other awards went to some of the biggest design agencies, including IDEO. Glasgow City Council Website We continue our work with Glasgow City Council to engage citizens in the re-design of their new website. A first for the Council, we directly bring the public into the process, researching their needs from services and relaying this back iteratively week on week to the Council to modify both their user experience and content for their forthcoming new site. Make Things Last (Zero Waste Scotland) We support Zero Waste Scotland and their Make Things Last campaign to run a quick fire hack in our studio to develop new service models for the shared economy. Ideas span from recycling and reusing birthday cards to rent a suitcase models for travelling. TedxPortobello We take part in Tribe Porty's first TedxPortobello: an amazing event we feel lucky to be part of. Our Sarah manages to squeeze her design journey into less than 15 minutes. Sexual Health and Wellbeing report Working with Young Scot and LGBT Youth Scotland last year, we explored young people’s views on sexual health and relationships in the Greater Glasgow and Clyde area for the NHS GGC. Young Scot hosted an online survey and all partners were involved in a series of workshops with young people. We worked closely with a core group of young people who acted as peer researchers through The Matter process, producing a newspaper outlining their findings. The results were published and our original report here. Design for health | Sheffield Valerie is invited by Sheffield Hallam University to take the lead of a team at their 24 hour Design Challenge at the 2015 Design4Health conference, organised by Matt Dexter and led by Julia Cassim of Kyoto Design Lab. Revolution Talk at Creative Edinburgh Mornings Sarah gives a new talk entitled 'Revolution' and building movements for our friend Alex Humphrey Baker at Edinburgh's Creative Mornings. Vista Over a four-month period, our Andy and Alex facilitated 5 workshops with Vista: a leading provider of services for blind and partially sighted people in Leicester, Leicestershire and Rutland. The initial brief aimed to deliver and support the upskilling and capacity building of staff at Vista by introducing members of the team to design thinking and service design processes. New Office and Interchange opens We move! Our team rolls their sleeves up to move us from our humble beginnings on Bath Street to our mammoth new space on Miller Street. We open our co-working and events space which still has space and is open for events at half day and full day rental. Stirling Futures Lab We run a hack focused on Stirling City Centre and the forth coming Culture Plan. On behalf of Forth Valley College, we invite students to build prototypes of what they'd like to see the city centre used for. Society by Design Pecha Kucha In collaboration with Taktal, we run a Pecha Kucha at the Whisky Bond entitled Society by Design. We ask what design means to different sectors of society and how we apply the process to engage citizens in the design of the future. Our very own Valerie and Keira take to the stage. Better World by Design Sarah is flown out to Providence in the States to join a panel with the Director of Frog and curator at the Moma in NYC under the fine roof of Brown University. We have an amazing time and kudos to the brilliant organising panel who like to dabble in Karaoke too. Dearest Scotland Book Launch at Scotgov What a year for Dearest Scotland. We close the core of the project with an invited exhibition inside Scottish Parliament and book launch in Edinburgh. We're particularly happy when Nicola Sturgeon shows up to grab her copy of the book dressed in the brand colours. And that's it – Snook's first published book. Culture Aberdeen We begin an exicitng new project with Aberdeen City Council to support them in engaging citizens and the cultural sector to co-produce a Culture Plan for the city. We launch a Citizens Circle and Culture Circle to support the development of wider public events. We're continuing to run and update Culture Aberdeen here into 2016. Walk Hack Building on our CycleHack work, we support Sustrans to develop a model to bring interested citizens together to encourage walking in the city. Run by Keira and Sam, they bring together a variety of groups to undertake fast paced research and create design interventions and prototypes for the city. Inspiring City Awards We don't win but at least we're shortlisted for a finalist in the Inspiring City Awards for young business person of the year. The whole team join the evening and our Eve wins selfie of the evening (she does do communications after all!) Whose Round Freshers Weeks Our work from 2014 continues on in 2015 as we deliver our Alcohol Awareness work for NHS Greater Glasgow and Clyde. During September, our busiest period kicks off, spending time at Fresher Festivals collecting Dear Alcohol stories from new students. We will be publishing these in 2016. Innovative Learning Week | Edinburgh University We work with our friends at Edinburgh University to co-design a hack pack and model for rethinking events at the annual Innovative Learning Week. Aye Mind Gif Workshops AyeMind continues to grow over 2015 and we run a host of workshops with young people to create animated GIFs for the Aye Mind site. London Design Festival Launch We take part in London Design Festival and Emma opens up our London base to talk about Snook and Service Design. We co-host with Jon Foster of Origin Housing Association, Settle and The Point People. Unusual Suspect festival Social Innovation Exchange (SIX) from the Young Foundation bring their conference up North and Snook support in designing the host tools, opening up our new studio as Café during the festival. Over 600 people engaged with the Festival across the city. #UnusualGlasgow was supported by the Big Lottery Fund Scotland, Nesta, and the Joseph Rowntree Foundation. Rebase Dublin Our friends at Rebase, Dublin kindly invite Sarah over for a flying visit to talk about social innovation and design. BadgeMaker We're awarded a Vocational Learning and Technology fund by the UFI charitable trust to continue the work on BadgeMaker we began in 2013. BadgeMaker will allow young people to display a range of skills that build upon traditional qualifications. As educators and businesses devise their own badges, we're expanding the ways in which young people can personalise their learning. Badges act as a digital form of validation that can be shared with educators and future employers. We're excited to be working in partnership with Borders College and Dynamically Loaded to bring this to life in 2016. Promoting Change Network We work with Lankelly Chase again to run a two-day Promoting Change Network event in Birmingham with 150 people. We come together to discuss actions we can take to create a supportive, trusting and relationship-based approach to end severe and multiple disadvantage. The groups create 14 projects for taking forward in the New Year to drive a movement around equality and people facing severe and multiple disadvantage. National Galleries of Scotland We run a project with National Galleries of Scotland and pupils from James Gillespie High School in Edinburgh to design interactive media concepts to promote the gallery to their peers. Students took part in workshops, designed in collaboration with us, thinking about what they might want to gain from looking at modern art in a gallery setting. The aim of the project was for the students to come up with ideas for a digital resource, using the exhibition as inspiration, and to learn about digital career possibilities within the creative industries. Read more about the project here and the outputs here. Fife Council We run a hack focusing on the future of the digital work force with Fife Council. This is a first step into this practice for the Council. Hosted in collaboration with Microsoft, we work for a day with staff from different departments to design new initiatives around what the future workforce needs to meet the needs of service users in the future. Domino Letting We work with our friends at Domino Letting to document their end to end processes. We love working with local business and supporting them to become more efficient and customer-centric in what they do. We create a new service manual for the letting agency and a digital Wiki to continuously update and find work processes for all new and existing staff. Home Care We continue to work on a new online Home Care service. We undertake research with UK citizens and their families to research the feasibility of buying home care online and design a service model for integrating care providers, council direct payments and service users all into one journey. The final alpha product is being built now for testing in 2016 which we'll be supporting. Service Design for Uni Training Working with our long time collaborator, Jean Mutton of Go Process Design, we deliver our final training sessions in Service Design for Universities. This year, we've worked with SROC and self-hosted the training in our own Interchange. Expect more of this in 2016. Loch Lomond and Trossachs National Park win award Our friends over at Loch Lomond only go and bag themselves an award from Scottish Government for Our Live Park, an initiative that Snook supported back in 2014 to improve the engagement with the local community in the Main Issues Report. Congratulations team! Andy in Poland Our Andy heads over to Krakow to present at #WDKRK on design innovation. He gets over 150 people playing with play-doh and delivers a stellar talk. New Brand Over 2015, with a growing a team and getting our studio move underway, we slowly developed a new brand. You'll see from some of our open blog postings, it's really tough to make the time to service design yourself. We're going for the soft launch approach, you may have seen elements of it appearing across our platforms but we're awfully proud of our new logo and brand. Keep your eyes peeled for our new website in 2016.
What can you expect in 2016?There are some big new projects in the pipeline that we can't quite announce yet but will be coming to your inbox shortly in 2016. We're continuing to support CycleHack in 2016 and will be helping them get over the line of 70 cities this year. We're going to be running our own training on service design and sector specific training: from health to cultural sector. With over 7 years experience designing services and 150 projects under our belt, we don't just bring the textbooks and methods but case studies and stories of how it works in the real world. So, cheers and here's to a brilliant 2016! [post_title] => 2015 | A year in review [post_excerpt] => We opened a new office in London, grew its central HQ in Glasgow to a beautiful new space and notched up some fantastic new collaborations. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => snook-2015 [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:41 [post_modified_gmt] => 2019-12-04 00:09:41 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=9181 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 18630 [post_author] => 90 [post_date] => 2019-11-18 23:01:42 [post_date_gmt] => 2019-11-18 23:01:42 [post_content] =>
5 techniques for self-care:1. Breathe. Breathing is the cornerstone of self-care. Gradually extend your exhalation so that it becomes longer, then inhale. You can imagine that you are breathing slowly in and out through a straw. Some people like to exhale through the mouth, like a sigh. Just be aware of the the air coming in and out, either by placing your hand on your abdomen or by paying attention to wherever you can track the sensations of breathing. Find your own way to do as much of this as you feel comfortable doing – there’s no need to make yourself feel self-conscious. A few moments of awareness can make all the difference. Extending your exhalation sends a calming down message to your nervous system and can make a huge difference. Don’t worry about the in breath, it will take care of itself. 2. Feel your feet on the ground. If you’re sitting down, feel the chair under your bottom, the back of the seat supporting your back. Keep breathing out slowly. 3. Pay attention to your environment. If you’re on the train heading home, can you feel the wobble of the train? What can you hear around you? What else can you notice around you? Can you feel wind on your face? Keep breathing out slowly. 4. Shake it off. Animals who have escaped a danger tremble to release the adrenaline. Shake your hands, your arms, your legs, your head, as if you were trying to flick something off. Return to breathing out slowly. 5. Brush it off. Brush your shoulders as if you were brushing some dust of your shoulder pads. You’re letting the stories fall off your shoulders. Think of the expression: “you’ve got too much on your shoulders,” or, “to have a monkey on your back.” Well, flick them away. You can do the same thing on your back.
Open up to the experienceIt’s hard, sometimes very hard. It’s tempting to escape that feeling instead of opening up to it. All feelings are legitimate and less frightening when we name and include them. If you feel yourself becoming reactive to what’s happening, see if you can open up to being curious, maybe by saying to yourself: “Well, that’s interesting.” That little sentence seems to create just enough distance to allow you to breathe and maybe remember the other four techniques for self-care. Practicing these techniques will hopefully help you stay grounded when difficult moments arise. What techniques do you use? Share them with us #snookthinking Read the rest of the research series post: 10 things to consider when planning a project on a sensitive subject, how we look after ourselves after the research and how we care for research participants. There are also services and organisations that you can talk to. In the UK and Ireland: Samaritans offer emotional support 24 h/day – free phone 116 123 Breathing Space: 0800 83 85 87, 24h at weekends (6pm Fri – 6am Mon) and 6pm to 2am on weekdays (Mon – Thur) With thanks to Clare Crombie
1. A more meaningful icebreakerDuring a workshop, you only have a short time with the participants. So why waste their time on an icebreaker? It is important to make everyone in the room feel comfortable from the beginning, no matter what age they are. But it’s a good idea to use an icebreaker that will feed into the subject that you’re investigating. We ran workshops with young people to find out what they wanted to see in mental wellbeing provision online. We kicked off the workshops with making playlists of feel-good tunes. This activity meant we had music to listen to during the workshop and a collection of songs young people liked. The research we had carried out in an earlier phase of the project showed that music was a really positive mood-lifter, so we took the songs gathered in the playlists and shared them online through Aye Mind’s social media.
2. Don’t reinvent the wheelWhen we worked with young people to promote alcohol awareness, we used the game Never Have I Ever. The game is usually a drinking game, but we used it to get young people talking about the tricky topic of alcohol awareness. Rather than creating a completely new activity, it’s a good idea to tap into things that are already understood. During the game everyone stands in a circle, we let everyone know what the subject we’ll be talking about is. The first person stands in the middle and says ‘Never Have I Ever… Tried a Beer’. Everyone in the circle who has had a beer swaps places until someone is left in the middle of the circle - then it’s their turn to ask the next question. Using simple, familiar games create an atmosphere where young people can share as little or as much as they want about the subject you are designing for.
3. Make a plan, then throw it away!Any workshop is unpredictable, it’s hard to judge what people will respond to. We put a big focus on doing not talking and some of the most interesting ideas will come out of making and doing rather than simply asking questions and talking. We always go into workshops with an agenda that plans out every minute, back-end and front-end. The back-end of the agenda highlights what we, the facilitators, will be doing at any given time. The front-end of the agenda is the part that people will experience, the activities they will be doing. We’ll go into a workshop armed with our own service design tools tailored to the occasion, post-its, big paper and whatever tech toys are appropriate. We might use all of it or none of it. We’re more than happy to throw the agenda out the window if we see it isn’t working. It’s a great idea to have simple activities up your sleeve if something isn’t working. For example; How to Squeeze a Lemon is a technique you can use for quick idea generation. Everyone gathers around a wall with post-its and sharpies in hand. They have 1 minute to write down as many ways to squeeze a lemon as they possibly can. It gets ideas flowing. Plus, it’s fun. It’s about quantity of ideas and not quality.
4. If an activity works for 16 – 25 year olds, it’ll work for everyoneWe designed a mental wellbeing GIF and meme-making workshop for young people as part of our Aye Mind project. The first time we did the workshop was with a group of young people at the Riverside Museum where we played games and made mini-personas to talk about mental wellbeing. Young people had the chance to get their hands on cameras, tripods, coloured paper, play-doh, lego and toys to set up their own images with positive mental wellbeing messages. Since then, we’ve ran a shorter version of the workshop at conferences for adults working in the mental wellbeing sector across Scotland. Over that time, we’ve produced about 400+ Memes and shared them online, we even had #AyeMind trending during the Aye Mind launch.
5. What would work for you?Take a minute to remember what it was like when you were that age and remember what worked for you. There’s a tendency when working with young people to feel like everything should be ‘cool’, use slang or have graffiti-style graphics. In reality, a well-thought out, hands-on, and active workshop will work for young people just as much as it’ll work for adults.
6. Safety firstSafety and fun are the most important part of any kind of user engagement. They come before any aims of any workshop or interview. Our Snook staff are PVG checked, most are first aiders and mental health first aiders. We always meet young people with their own support worker whether that’s a teacher or youth worker. Make sure people you’re working with are fed, watered, happy and healthy as well as feeling safe and having breaks when they need to. This is much more important than running through all the exercises you have planned.
7. Don’t preach to the choirWhen we ran Whose Round, (a project for NHS GCC working with Young Scot) an alcohol awareness campaign for and by young people, we didn’t just talk to people when they were sober. On a Friday night, the streets of Glasgow are full of people having wild nights out, so we took to the streets with Whose Round branded cones, cards and merchandise. At freshers fairs we gave out hangover grab bags and we even went out on Halloween dressed as pumpkins to spread the Whose Round message. We like to tackle the problem head one.
8. Get outMeaningful, interesting work doesn’t usually happen in your own studio. When we’ve worked on projects for and by young people, we go to the places they feel comfortable. When working with Includem, a charity that supports young people transitioning away from services, Keira found McDonalds was a great place to meet. The young people she was speaking to didn’t want to have a meeting about their experiences in an institution, they were more comfortable chatting while having some fries. We hope these tips are useful to you. You can always come chat to us about user engagement and co-design with young people. Just email firstname.lastname@example.org [post_title] => 7 Tips for Co-Design with Young People [post_excerpt] => How to ensure that the projects we do with young people are engaging and that we use co-design in a meaningful and beneficial way. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => co-design-young-people [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:37 [post_modified_gmt] => 2019-12-04 00:09:37 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=12182 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 7699 [post_author] => 2 [post_date] => 2015-05-18 22:55:02 [post_date_gmt] => 2015-05-18 22:55:02 [post_content] => It’s week three/four/five of our Open Snook project and given I’m posting this in our fifth week we’re behind our schedule. Last week, during our Monday morning meeting (nicknamed the MMM) we had a discussion on our Moscow framework for the site. We’re using Moscow to develop the online site iteratively (and other elements of Snook) by discussing, and voting internally if needed on what is most important to build/develop next. You can view our planned schedule here. Previously, using our own design tools in an internal hack event with the team we developed personas of our audience. Don’t worry - we didn’t over stereotype anyone, but we created descriptions and characters of different types of clients, students, citizens, chief executives. This was important exercise for a few reasons. 1. As a fairly new team it was important for me to share knowledge of our clients and audience past and present in terms of what they are looking for from Snook and our services. We try our best to help our customers achieve what they need to so it is important we understand their motivations. 2. We articulated key needs of each person at a wider scale than just the website. This was questioning why our audiences interface with Snook. We also included audiences we currently don’t attract and would like to work with. This open exercise at the beginning of any project blends into many levels of company and brand development. Whilst undertaking needs exercises we’re also discussing brand, tone of voice, how to display case studies, what it is that we do. Here’s an example of some of the needs: As a Middle manager, I need clarification that what we are designing is the right idea so that I can validate what our organisation is doing is right. We do this by hiring Snook to undertake testing of our product. This is the same method we’ve used with organisations like the Department for Health and Department for Work and Pensions when designing digital tools for mental wellbeing and employment. GDS champion the approach and you can read more about it here. 3. The above exercise then allowed us to synthesise user needs into what functions and specific content we need to create online (and offline). We then begin prioritising this. Some of our core needs included: 1. Understanding what Service Design is 2. Seeing a strong client track record 3. Understanding how we work With each need and series of concepts we are going to test the idea being developed. Obviously there are the most important needs which include being able to contact and find us which was our version 1.0. What we hadn’t considered here was the below need, which as a live company is very important. As a potential collaborator on a bid, I need to validate Snook’s credentials and learn more about their past work so that I can utilise this content into writing a shared bid. We do this by checking out their case studies and client list. So - this whole process is about sharing how we design for our clients, and testing it on ourselves. One of the most important elements of design is to listen to feedback from your customers. One of our team brought feedback to the table that some of our potential collaborators were trying to find out more about the company and our clients and without much information online they questioned who we were and couldn't validate us. For this reason we've brought in several quick features that show ongoing work. Client logos of our past experience, a link to our blog which is an ongoing stream of information and embedded our twitter where we communicate on a daily basis about our work. Next week we're focusing on shipping our client testimonials and bringing together our first Case Studies from the old website. See you at version 1.3. [post_title] => Open Snook v 1.2 [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => snook-1-2 [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:10:07 [post_modified_gmt] => 2019-12-04 00:10:07 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=7699 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 6521 [post_author] => 2 [post_date] => 2014-01-02 23:47:09 [post_date_gmt] => 2014-01-02 23:47:09 [post_content] => As we welcome the New Year and get ready for an exciting run of new and continuing projects we thought we'd take a look back at the successes and highlights of Snook last year. It's been an eventful 12 months, so reflected in the expansion of our team, which has grown to ten people; in addition to further collaborators particularly within the digital sector. Thank you to everyone who has come and gone, and to all the internees we've had, all of whom you can read about here. Overall, we've seen a real shift in the way we're getting commissioned to undertake design work. There is a greater and more meaningful emphasis on co-design and putting people first which is a great development in Scotland, particularly aligning with policies such as the Christy Commission from a few years back. We've also seen increased confidence in the design process allowing for more open investigation rather than restricted deliverables in our process. This means our work turns into delivering project initiation documents and service principles as opposed to merely service blueprints, journey maps or a range of personas. We've seen a rise in the use of service design methods in organisations and an surge in design 'jams' and camps which can only be a good thing for the design industry in Scotland. For Snook and the wider industry, this means there is a good basic knowledge in the tools and techniques of design which can result in better procurement and commissioning of design. One of our most interesting learning developments this past year has centred around embedding design, in line with discovering what works and what doesn't in both the private and public sector. Personally, the development of Stirling Makes, an in-house research and development capacity within Stirling Council has been one of my highlights, presenting both successes and challenging moments in terms of building confidence in a design led approach. I hope in 2014 we can continue to develop and implement design labs within and in partnership with Scottish local authorities. We've continued not only to advise on service and product design but also develop our own products and programmes which you'll find in our review of The Matter programme and work on Mozilla Open Badges. Further to this, MyPolice makes a comeback, providing us a real lesson to the fact that you can put things on the shelf, but they can still be relevant years down the line. So for our highlights (and there have been many). Indeed too many to mention that we apologise for missing some key events and opportunities that we've been part of or indeed slightly altering the timeline of events... A very sincere thanks to everyone who has supported us and worked with us during 2013.
We launch The Matter with our partners Young Scot in London as part of the Working Well Challenge from the Design Council and Nominet Trust. The Matter is a programme that gives organisations the opportunity to ask young people an important question and supports young people to research, design, publish and launch their own newspaper in response to it. In 2013 we completed two paper editions with Edinburgh and Stirling Councils and have been commissioned twice more for the same programme in 2014 by NHS Greater Glasgow and Clyde.specialist adviser of Service Design and Innovation for the Cultural Enterprise Office and begins supporting new starts to think about their value propositions and services they offer in Scotland.
I'm honoured to be flown to Australia to keynote at ALIA in Brisbane, giving a talk on social design at RISD, and later spending time with Melbourne City Council sharing ideas about design and cities...though I didn't forget to grab some sunshine in Manly along the way. Andy Young leads work in Salford with Unlimited Potential as part of the Design Council's Leadership programme to tackle problem drinking, developing a concept called 'A Brew Club.' Valerie Carr and Lauren Currie take part in Design In Action's first Chiasma on Diabetes and are funded to take forward two projects, T2U and Low Sugar Shop, which we will be continuing to shape in 2014.
March is an exciting month as it sees the realisation of our embedding design ideas, which come to life just as we also join in the annual Global Service Jam. As a continuation of our report on The Learner Journey for Scottish Government, we worked with the government to embed a designer, Lizzie Brotherston to develop an interactive route map. Together we ran the Learner Journey Data Jam with the education sector and a range of designers and developers to bring concepts to life over a weekend, including a course map built from data released from educational organisations. This was a landmark event and is part of a steady flow of creative hack events being support by government including Project Ginsberg and NHS Hack Event. We co-host a Global Service Jam with Doberman in Stockholm and our own in Glasgow with Zahra Davidson.
April We teach service design to masters students in Austria for Marc Stickdorn at Innsbruck University, and welcome Prof. Chris Arnold's university class form Auburn, Alabama to our annual Service Design Masterclass, building service concepts for the Commonwealth Games. Bridge, a project we worked on with Glasgow University in 2012 based on keeping older people healthy in deprived communities in Glasgow via contact with their GP comes to a close. As the report is launched, evidence shows that thanks to the project some older people are undertaking more physical activity in their daily lives. We win the Technology Strategy Board and Mozilla Education contest with our entry Badgemaker, funding us to work on a platform to use Mozilla Open Badges in schools in Scotland and welcome Lizzie and Vala full time into the team later on in the year to lead this up.
Over the summer we work with the MMM Group taking the service design approach into their transport consultancy, while assisting in the holding of their own jam which developed a Mobility Management toolkit and established embedded design into their organisation.
June Valerie Carr works with the Lancaster University Creative Exchange team and other SMEs to develop a set of procurement guidelines for authorities. We continue to work with Lancaster by giving a short talk on service design with organisations including Engine, Design Wales and Policy Connect relating to their research into service design as part of SDR UK and later lecturing on their Design Management MA course. Lancaster University continue to push forward the agenda on conducting research into the practice and we will continue to follow their work on the SDR UK platform and look forward to the Servdes Conference in 2014. We work with ACOSVO, looking at how service design can support them to shape their business offer and speak at their annual conference later in the year to a host of third sector organisations.
July We continue our relationship with Hyper Island with Andy Young leading this project in Manchester. We've always valued this relationship and the amazing talent of the people we've often had come work with us at Snook from Hyper's UK and Stockholm bases. Snook win a share of a £620,000 digital fund through Creative Clyde to develop a digital arm of our service. We're brought back to work on Sync 2013, after Andy delivers some great projects from 2012 with the Military Tattoo and MacRobert. We become even more excited about the possibility of technology and cultural organisations in Scotland. Sync will be launching the final results in early 2014 so we'll make sure to share them.
August Restarting Britain 2 from Design in Action on Vimeo. Lauren speaks in Scottish Parliament on the launch of Restarting Britain 2 with Design in Action. We complete our work on Care Information Scotland, which Roxana Bacian and Valerie Carr lead up for NHS24. We deliver a complete service blueprint based on months of work with carers and informal carers across Scotland, co-designing an information service for NHS24 to deliver in 2014. We work on ADD-ART in collaboration with Social Value Lab. This is a Greater Glasgow and Clyde NHS Community Health Partnership programme which uses creative writing and drama to support those recovering from addiction. We work with our partners to bring a service design and evaluation approach together to advise and showcase the impact of the service.
September Peer-ing into the future from Pioneers Post TV on Vimeo. In September, I am flown to Providence in the United States to keynote at the Better World by Design Conference at Brown University and Rhode Island's School of Design. This is a phenomenal experience at which I see a great opportunity to quote from Irving Welsh's Trainspotting while discussing how design can support the development of a country. We work with the National Galleries of Scotland on plans for their gallery spaces and enjoy getting down to the details of how this will operate. It's awards season and we're delighted for Lauren to be nominated for Recognition of Outstanding Contribution to Business at the Association Scottish Business Woman Awards, and I for Outstanding Contribution by a young person in business at the People Make Glasgow Awards. We work with UnLtd and Santander to develop Nightriders, a programme we are launching in February 2014 to bring together people who want to make good things happen in Scotland. It is an eight week programme that is led by the first cohort in a repeat of the programme. Our hope is that the network will grow and develop over time to become self-sustaining. You can follow our updates of this project on twitter. We run a workshop in collaboration with the Home Office around online public and police feedback. This is a great moment for MyPolice, which whilst successful in its 2011 pilot in terms of results, then wasn't the right time for its implementation by regional police authorities. We're hoping in 2014 to see more developments, so watch this space.
October We spend the weekend as the Badgemaker team at the Mozilla Festival which blows our minds. It was great to have the first developed paper toolkit of Badgemaker on show, which had conference goers developing over 100 Open Badges. Glasgow City Council has recently received £24 million awarded by the Technology Strategy Board and are running a program named Future City Glasgow with the objective of making life in the city safer, smarter and more sustainable. Struan and Robin begin work on the programme looking at how a smart city can rethink waste and road repairs. We're documenting our work on a blog and are excited about being employed on this platform alongside many other fantastic partner organisations. Andy goes on a business mission to China, touring and talking about Snook, product and service design with BiS and the Creative Industries KTN. We run a Snook soiree, an event bringing together our whole team and a chance to share all the work we've been doing and the lessons we've been learning over the past 4 years. This is a great opportunity to finally catch up as a team and put together all our work and share it online via a live stream link. Roxana leads a design camp regarding the process of Edinburgh University Student Information which we deliver in a report for development in 2014. We talk at Community Engagement 2013 and run a workshop on using social media and engaging communities in Scotland and at the Northern Lights Conference in Aberdeen on digital by default.