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Imagine going about your normal day without access to the internet. At the time of writing, during the COVID-19 lock down that’s more inconceivable than usual with most of us relying on it to do our work, shopping and socialising. But for many, even in ‘normal’ times, access to digital services is highly problematic and contributes to their exclusion from essential services.

Those who depend on the government’s digital services need internet access to sustain their lives. Snook have met people who couldn’t log into their Universal Credit accounts and lost benefits as a result, and there are countless children who are expected to do schoolwork online but have no suitable device to do so at home. By excluding people digitally, we are excluding them from society.

The crisis has precipitated a lot of progress in digital inclusion. From Government Zero to DevicesDotNow to No One Left Behind. A lot of organisations are working together to quickly help people get online and get the support they need during this crisis. Their work builds on decades of experience of working to bridge the digital gap.

The Scottish Government commissioned Snook to synthesise existing research into recommendations for digital inclusion. This research, much of which is Snook’s own, ranges from digital rights with parents and carers, to digital exclusion of children in poverty, to the experiences of getting online for older people.

This is a summary of our findings, which can be found in full in our report, unpacking the complexity of digital inclusion. We see it as a useful resource to provide context to the work going on today.

The key factors in digital inclusion

1. Low cost and accessible connections

Access to the internet is the foundation of digital participation, and people often have limited power over this. Home broadband packages can be confusing, with hidden fees and people feeling forced into contracts. Public Wi-Fi provisions lack bandwidth, block access to certain applications such as streaming services, and are time limited. We met a woman who knew all the hotspots, — as well as their time limits — at cafes and other public spaces on her route to work. She would plan her journey so she could get access to essential services on her commute. Smartphone data, particularly on pay-as-you-go, is the most expensive way to access the internet, and people report struggling to manage their data usage.

“Some people will go without claiming benefits because they have to apply online. People don’t have the IT skills to do this, or access to computers or internet at home. Out of the 50 people we support, only 2 people have home broadband and Wi-Fi, although half of the young people have data on their smartphones.” — Carr Gomm support worker (Online Identity Assurance, 2018)

2. Motivations to get online

People who don’t currently have access need a good reason to go through the rigmarole of getting online. Personal needs such as contacting relatives, shopping or doing homework are strong motivating factors. When people feel forced to go online by certain services they feel disempowered, which isn’t the best place to start learning from. Even when given access to devices, new users without a clear drive of their own are unlikely to use them. For people living with a disability, there is a greater motivation to use digital services, as they are often more inclusive and user friendly by default. However, more is needed to make services accessible and joined up, for instance by encouraging more face-to-face interactions..

3. Access to appropriate (connected) devices

Owning a device allows a person to use it at home and in their own time, and usually increases their digital skills and confidence. Issues are raised around privacy and security if they have to share a device. In families, children are often the driver for acquiring a device to help them with school work and to feel included in their peer group. Providing devices is a quick and easy way to contribute towards digital inclusion, but it needs to go hand in hand with the provision of an internet connection.

4. Skills, confidence and safety

The fourth piece of the puzzle is about giving people the skills and confidence to get online. Most adults worry about how organisations access, process and share their personal data. Technology can be seen as a tool for abuse, but that doesn’t stop people from sharing information, opinions, and photos freely on social media. Despite high levels of concern for child safety, parents don’t trust safety measures such as parenting controls. All these fears can contribute to an aversion to getting connected.

What needs to happen to include everyone in the digital world?

Training needs to be offered and exchanged

Some people get digital skills through employment or education, while others rely on those in their immediate circle. Every person’s needs and motivations are different. This suggests that tailored, task-based training works best. Learnings from community-centred initiatives need to be shared, and skills could be exchanged between user groups.

Our digital rights need to be clear

As more services become digital, we can expect to see more people encouraged to use technology. Concerns for online safety can be a barrier for people choosing to go online. More knowledge is needed around how people can protect themselves online so that they can navigate the online world safely.

Connectivity is a basic need

People make light of the idea that digital should be the most basic of Maslow’s hierarchy of needs — over food, water, shelter, and warmth — but there is evidence that people do, to an extent, prioritise connectivity over food and comfort. Some refugees, for instance, are known to have asked for Wi-Fi or charging services ahead of food or water on arrival in a new country.

When people lose access to the internet though disruptive life events such as unemployment or illness, their connectivity is not addressed as a key need to help them get back on their feet. Regulating connectivity as the fourth utility will help reduce inequalities and allow more and more people to maximise their digital impact.

The full report can be found here.

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About the company

Snook are on a mission to design a world that works better for people. We work with organisations to design more effective services which help people thrive. We do this by engaging with users, building digital products, training our clients, and much more. This year we’re ten years old. In the past five years, we’ve scaled to more than double our original size when we started up in Scotland. We've opened a London office and our team is approaching 40 people. And we've worked with brilliant clients — from Cancer Research UK and Tesco to Hackney City Council and the Scottish Government.

About the role

As a Senior User Researcher at Snook, you will lead and participate in multidisciplinary project teams and will be responsible for ensuring our design projects are rooted in a deep understanding of users and their needs. Your work will include designing and delivering a range of research activities and methods, and communicating actionable insights to project teams and clients.  Your work will require collaboration across our user-centered disciplines and go beyond the screen.  You will work in the open, communicating the research findings within the project team and clients, championing the importance of user research and user needs.  You’ll relish working closely with our clients and partners in co-designing services and products with users. You will work with the Head of User Research and the Head of Design to grow and develop our user research practice across Snook’s studios and our partners.

Requirements 

We’re keen to hear from a range of applicants, not just those who have worked in the design or creative industries. You should be able to demonstrate that you are able to meet some, or all, of the following requirements:

Your skills and experience

What we offer 

Snook offer a competitive salary, 29.5 holidays per year (including public holidays), additional annual Christmas closure and a supportive maternity leave policy. We provide an annual training budget for external opportunities from talks and conferences to more bespoke hands-on training. We respect that people have commitments and provide flexible working hours through discussion. We have an annual team-away retreat for us to come together as a company, taking time out to learn, reflect, and eat snacks. We spend a Friday together every quarter as one studio to run show and tells. Every Monday morning, we have a team breakfast where we eat together and share our ambitions for the week ahead. We are an equal opportunity, Disability Confident and Living Wage Foundation employer. We have a bike to work scheme and free membership to HeadSpace the mental health app. We support you with a Snook buddy when you join to get you started. We strive for diversity in our team. If we’re going to design services for the public we need to ensure our team is inclusive. We welcome applications from people of all backgrounds and ages, however, all applicants must have the right to work in the UK.

How to apply 

This is a rolling recruitment campaign so please don't wait to submit your application. We are sifting and interviewing candidates on a weekly basis. Please submit a CV, cover letter, your notice period and a portfolio of your work highlighting key projects. If you do not have a portfolio, we have created a simple template that you can use. Send your CV, cover letter and portfolio as pdfs to 'apply-a94a83c4b55d01@snook-ltd.breezy-mail.com' with the title “Hire me: Senior User Researcher”. In your covering letter, please tell us a little bit about yourself, why you want to work at Snook and what sort of design problems you’d be interested in tackling with us. Due to the current Covid-19 epidemic, we anticipate that all interviews will be conducted remotely. We will offer interviews at times that suit you, so if you have children, caring duties, or other circumstances affecting your availability for an interview, we’re happy to offer convenient times outside of work hours.  [post_title] => **CLOSED** Senior User Researcher [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => senior-user-researcher [to_ping] => [pinged] => [post_modified] => 2020-06-15 16:11:38 [post_modified_gmt] => 2020-06-15 16:11:38 [post_content_filtered] => [post_parent] => 0 [guid] => https://wearesnook.com/?post_type=jobs&p=19307 [menu_order] => 0 [post_type] => jobs [post_mime_type] => [comment_count] => 0 [filter] => raw ) [2] => WP_Post Object ( [ID] => 19304 [post_author] => 92 [post_date] => 2020-03-18 14:44:28 [post_date_gmt] => 2020-03-18 14:44:28 [post_content] =>

About the company

Snook are on a mission to design a world that works better for people. We work with organisations to design more effective services which help people thrive. We do this by engaging with users, building digital products, training our clients, and much more. This year we’re ten years old. In the past five years, we’ve scaled to more than double our original size when we started up in Scotland. We've opened a London office and our team is approaching 40 people. And we've worked with brilliant clients — from Cancer Research UK and Tesco to Hackney City Council and the Scottish Government.

About the role

We are looking to recruit a Head of User Research who can expand our research capability, develop our research and research ops practice, train the existing team, and deliver high quality research outputs for our external and internal projects, ensuring that we take an evidence-based approach to design. You will work closely with our Head of Design to grow and develop our user research practice across Snook’s studios and our partners.

Requirements 

We’re keen to hear from a range of applicants, not just those who have worked in the design or creative industries. You should be able to demonstrate that you are able to meet some, or all, of the following requirements:

Your skills and experience

What we offer 

Snook offer a competitive salary, 29.5 holidays per year (including public holidays), additional annual Christmas closure and a supportive maternity leave policy. We provide an annual training budget for external opportunities from talks and conferences to more bespoke hands-on training. We respect that people have commitments and provide flexible working hours through discussion. We have an annual team-away retreat for us to come together as a company, taking time out to learn, reflect, and eat snacks. We spend a Friday together every quarter as one studio to run show and tells. Every Monday morning, we have a team breakfast where we eat together and share our ambitions for the week ahead. We are an equal opportunity, Disability Confident and Living Wage Foundation employer. We have a bike to work scheme and free membership to HeadSpace the mental health app. We support you with a Snook buddy when you join to get you started. We strive for diversity in our team. If we’re going to design services for the public we need to ensure our team is inclusive. We welcome applications from people of all backgrounds and ages, however all applicants must have the right to work in the UK.

How to apply 

This is a rolling recruitment campaign so please don't wait to submit your application. We are sifting and interviewing candidates on a weekly basis. Please submit a CV, cover letter, your notice period and a portfolio of your work highlighting key projects. If you do not have a portfolio, we have created a simple template that you can use. Send your CV, cover letter and portfolio as pdfs to 'apply-0aee38cc5f8e01@snook-ltd.breezy-mail.com' with the title “Hire me: Head of User Research”. In your covering letter, please tell us a little bit about yourself, why you want to work at Snook and what sort of design problems you’d be interested in tackling with us. Due to the current Covid-19 epidemic, we anticipate that all interviews will be conducted remotely. We will offer interviews at times that suit you, so if you have children, caring duties, or other circumstances affecting your availability for an interview, we’re happy to offer convenient times outside of work hours.  [post_title] => **CLOSED** Head of User Research [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => head-of-user-research [to_ping] => [pinged] => [post_modified] => 2020-06-26 08:58:20 [post_modified_gmt] => 2020-06-26 08:58:20 [post_content_filtered] => [post_parent] => 0 [guid] => https://wearesnook.com/?post_type=jobs&p=19304 [menu_order] => 0 [post_type] => jobs [post_mime_type] => [comment_count] => 0 [filter] => raw ) [3] => WP_Post Object ( [ID] => 19293 [post_author] => 92 [post_date] => 2020-03-18 14:42:52 [post_date_gmt] => 2020-03-18 14:42:52 [post_content] =>

About the company

Snook are on a mission to design a world that works better for people. We work with organisations to design more effective services which help people thrive. We do this by engaging with users, building digital products, training our clients, and much more. This year we’re ten years old. In the past five years, we’ve scaled to more than double our original size when we started up in Scotland. We've opened a London office and our team is approaching 40 people. And we've worked with brilliant clients — from Cancer Research UK and Tesco to Hackney City Council and the Scottish Government.

About the role

As a User Researcher at Snook, you will work in multidisciplinary project teams and will be responsible for ensuring our design projects are rooted in a deep understanding of users and their needs. Your work will include participating in a range of research activities and methods, and communicating actionable insights to project teams.  Your work will require collaboration across our user-centered disciplines and go beyond the screen.  You will work in the open, communicating the user research findings within the project team and with clients. You’ll relish working closely with our clients and partners in co-designing services and products with users.

Requirements 

We’re keen to hear from a range of applicants, not just those who have worked in the design or creative industries. You should be able to demonstrate that you are able to meet some, or all, of the following requirements:

Your skills and experience

What we offer 

Snook offer a competitive salary, 29.5 holidays per year (including public holidays), additional annual Christmas closure and a supportive maternity leave policy. We provide an annual training budget for external opportunities from talks and conferences to more bespoke hands-on training. We respect that people have commitments and provide flexible working hours through discussion. We have an annual team-away retreat for us to come together as a company, taking time out to learn, reflect, and eat snacks. We spend a Friday together every quarter as one studio to run show and tells. Every Monday morning, we have a team breakfast where we eat together and share our ambitions for the week ahead. We are an equal opportunity, Disability Confident and Living Wage Foundation employer. We have a bike to work scheme and free membership to HeadSpace the mental health app. We support you with a Snook buddy when you join to get you started. We strive for diversity in our team. If we’re going to design services for the public we need to ensure our team is inclusive. We welcome applications from people of all backgrounds and ages, however all applicants must have the right to work in the UK.

How to apply 

This is a rolling recruitment campaign so please don't wait to submit your application. We are sifting and interviewing candidates on a weekly basis. Please submit a CV, cover letter, your notice period and a portfolio of your work highlighting key projects. If you do not have a portfolio, we have created a simple template that you can use. Send your CV, cover letter and portfolio as pdfs to 'apply-7e5fcff77f7b01@snook-ltd.breezy-mail.com' with the title “Hire me: User Researcher”. In your covering letter, please tell us a little bit about yourself, why you want to work at Snook and what sort of design problems you’d be interested in tackling with us. Due to the current Covid-19 epidemic, we anticipate that all interviews will be conducted remotely. 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[post_status] => publish [comment_status] => open [ping_status] => open [post_password] => [post_name] => service-design-with-cancer-research-uk [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:09 [post_modified_gmt] => 2019-12-04 00:09:09 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=16695 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [7] => WP_Post Object ( [ID] => 16565 [post_author] => 29 [post_date] => 2018-09-14 09:56:02 [post_date_gmt] => 2018-09-14 09:56:02 [post_content] => [post_title] => Taking action on academic research [post_excerpt] => How design can turn concepts into something that works in the real world [post_status] => publish [comment_status] => closed [ping_status] => open [post_password] => [post_name] => taking-action-on-academic-research [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:09 [post_modified_gmt] => 2019-12-04 00:09:09 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=16565 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [8] => WP_Post Object ( [ID] => 14383 [post_author] => 14 [post_date] => 2017-03-29 13:58:02 [post_date_gmt] => 2017-03-29 13:58:02 [post_content] => [post_title] => User research: how do you look after yourself? [post_excerpt] => User research: how to look after yourself and colleagues after difficult conversations come up? [post_status] => publish [comment_status] => open [ping_status] => open [post_password] => [post_name] => research-staff-wellbeing [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:13 [post_modified_gmt] => 2019-12-04 00:09:13 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=14383 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [9] => WP_Post Object ( [ID] => 13661 [post_author] => 14 [post_date] => 2016-10-21 10:30:05 [post_date_gmt] => 2016-10-21 10:30:05 [post_content] =>  

[post_title] => User research: how do you look after participants? [post_excerpt] => Research workshops on emotional topics: 6 things to consider. [post_status] => publish [comment_status] => open [ping_status] => open [post_password] => [post_name] => research-workshops-considerations [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=13661 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [10] => WP_Post Object ( [ID] => 12848 [post_author] => 14 [post_date] => 2016-06-24 14:34:14 [post_date_gmt] => 2016-06-24 14:34:14 [post_content] => Our collaborative research project with Chayn and SafeLives, commissioned by Comic Relief, is well underway! Do you have few minutes to participate in an online survey? techvsabuse_practitioners Share your thoughts as a practitioner working with and supporting victims and survivors of domestic abuse and their families. We're exploring your views on the role of technology and any potential problems with it being used increasingly in the sector. Click on the image or click here to fill in the survey. It takes no longer than 10mins. techvsabuse_women-girls As technology becomes a bigger part of our lives, it's ever important to see how victims and survivors of domestic abuse are using it. Share your thoughts on how technology is currently used, and could be developed to support victims and survivors of domestic abuse, as well as those who support them. We're exploring views on what you feel would be useful and what you would be concerned about. This survey should between 15-30mins to complete and is open to anyone who identifies as a woman and is over 18 years old. It's all anonymous and all questions are optional. Click on the image or click here to start. techvsabuse_snook_research We’re exploring how organisations delivering support to women and girls experiencing domestic violence and abuse see the challenges and potential to use technology to enhance their service. Snook researchers will be spending few hours with staff members in shadowing sessions. If you’d like to take part or are interested in knowing more, get in touch with me via email eve@wearesnook.com or phone our Glasgow HQ at 0141 258 7644 to chat more. The intent behind this research is to inform the best use of digital technology to create social change, with people affected by the issue at the heart of the solutions created.  If you have any questions or would like to know more, email the team: techvsabuse@gmail.com   [post_title] => techVSabuse: participate in our research [post_excerpt] => Our collaborative research project with Chayn and SafeLives, commissioned by Comic Relief, is well underway! Do you have few minutes to participate in an online survey or interested to arrange an interview? Here's more details. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => techvsabuse2 [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=11938 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [11] => WP_Post Object ( [ID] => 11890 [post_author] => 14 [post_date] => 2016-06-19 16:10:20 [post_date_gmt] => 2016-06-19 16:10:20 [post_content] => techVSabuse is a research project exploring how technology can help those with experience of domestic abuse. It's a collaboration between Snook, SafeLives and Chayn, funded by Comic Relief. We want to find out more about:  

The project

This is a short discovery research project launched in May 2016, involving service design research, with women and girls who have experience of domestic abuse, and with organisations supporting them. Comic Relief has commissioned this research because they understand how important digital technology is in modern life, and recognise its potential to address some of the biggest solutions and challenges out there. The intent behind this research is to inform the best use of digital technology to create social change, with people affected by the issue at the centre of the solutions created.  

How can you get involved?

We would like to hear from a diverse group of women, and we encourage anyone who identifies as a woman and is over 18 years of age to share their thoughts by filling out the survey, where you can remain anonymous. If you'd like to be interviewed, you can get in touch via email and we can arrange this: techvsabuse@gmail.com We're exploring how organisations delivering support to women and girls experiencing domestic violence and abuse see the challenges and potential to use technology to enhance their service. Snook researchers will be spending few hours with staff members in shadowing sessions. If you'd like to take part or are interested in knowing more, get in touch with me via email eve@wearesnook.com or phone our Glasgow HQ 0141 258 7644 We'll write blog posts throughout this research project and our website is coming out soon so watch this space! [post_title] => techVSabuse: a new collaborative research project [post_excerpt] => techVSabuse is a short discovery research project launched in May 2016 involving a service design research with women and girls who have experience of domestic abuse, as well as with those organisations supporting them. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => techvsabuse1 [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=11890 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [12] => WP_Post Object ( [ID] => 19493 [post_author] => 20 [post_date] => 2020-06-01 12:41:25 [post_date_gmt] => 2020-06-01 12:41:25 [post_content] => On this Service Design Day 2020 we wanted to reflect on the many routes our team had taken into service design.  At Snook we currently have 32 service designers  and we asked them to tell us about their education and what led them to service design. Unsurprisingly 27 of our team had completed undergraduate degrees in design and you can see the different courses they took outlined below. Seventeen of our Service Design staff also have Masters degrees and 12 of these are specifically in design-related subjects. We have always been fortunate in our ability to recruit staff from across the world, giving us a strong international perspective, and we currently have staff from Australia and New Zealand, Taiwan, all across Europe (from Sweden to Portugal), and also Central America. Valerie Carr, our Director of Strategy shares her personal story of her introduction to service design by reflecting on who she learned from and what she learned. I’m the single Interior Design Graduate in the chart above and, after graduation, worked in Interior Design until I had my first son in 1989. I then completed a Masters in Computer Aided Design and worked for a while doing computer generated graphics for architects before moving into lecturing part-time.  I continued lecturing right through the birth of three more sons,  then decided to embark upon a PhD when the youngest was four.  We obtained funding from NHS Estates  to conduct a joint Project involving the School of Design and School of Nursing and Midwifery at the University of Dundee.  The project aimed to evaluate the impact of the built environment on birth mothers, their partners and staff in maternity units. I had the great privilege of being supervised by Tom Inns, a pioneer in Design for Innovation, and learning research methods from the team at the Social Dimensions of Health Institute.  I also learned a lot about evidence-based design and the importance of rigour in user research from the team at Center for Healthcare Design. Anyone interested in the outputs from the project can find my thesis here - but I warn you, it’s very long! It was while evaluating the impact of the built environment that I became interested in how we might design organisations and services to better meet the needs of those who access them. It  became clear that some elements of the interior environment which have been designed for specific  benefit did not achieve the desired impact because of organisational constraints related to how services were delivered.  After taking a midlife gap year in Burundi, Central East Africa, in 2009 we relocated to Lancaster where I worked as Research Associate on an 18 month research project “Design in Practice”.  This project built on the foundations of the Design Council Red Programme, the NHS Institute for Innovation and Improvement experience-based design approach, and the work of Ezio Manzini and team at Politecnico di Milano. It also gave me the opportunity to work with and learn from an amazing team at Imagination Lancaster.  Prof Rachel Cooper has been instrumental in defining the role of designers in the 20th/21st century (check the link to see another familiar name in Scottish Service Design circles). Daniela Sangiorgi was one of the first academics really exploring Service Design as a discipline in its own right, tracing the origins from other disciplines. The other members of our project team, Sabine Junginger and Monika Buscher brought valuable insights from Design Management and Sociology. Our reflections on the development of Service Design can be found in the papers we wrote.  In 2012, I joined Snook, who were the first (and only at that time) Service Design company in Scotland. Over the past 8 years I’ve had the privilege of working on a wide variety of projects across the UK and beyond. We've seen our team grow from 5 to over 50, and the breadth, depth and impact of our projects increase. We’ve seen User-Centred Design and Service Design become mainstream with the establishment of Government Digital Services and the Scottish approach to service design. Meeting user-centred design criteria has become mandatory for government services in both Scotland and the wider UK. I think back to the absolute bewilderment and frustration expressed by one of the GPs involved in our Design in Practice project in 2009, “I just don’t understand what design has to do with clinical practice!’ and hope more people across the public, third and private sector value the contribution design can bring to making services work better for everyone. 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About the company

Snook are on a mission to design a world that works better for people. We work with organisations to design more effective services which help people thrive. We do this by engaging with users, building digital products, training our clients, and much more. This year we’re ten years old. In the past five years, we’ve scaled to more than double our original size when we started up in Scotland. We've opened a London office and our team is approaching 40 people. And we've worked with brilliant clients — from Cancer Research UK and Tesco to Hackney City Council and the Scottish Government.

About the role

As a Tech Lead at Snook, you will work alongside our other tech leads to assist in the day-to-day running of the development work within our digital design team, and provide oversight of their technical delivery.  You will work with the team to develop digital products and services, making the best use of budget to provide value for our clients and to our internal projects. You will help create a strong team ethic and foster a culture of partnership, consistent delivery, operational excellence and continuous improvement.  You will foster strong engineering practices, team dynamics and delivery. You will have experience of user centered design and delivery and foster a good working relationship between UI/UX staff and the rest of the build team.  Our Tech Leads will report to the Head of Digital and will collaborate across our user-centered disciplines, including service design, user research, operations and comms. 

Requirements 

You should be able to demonstrate that you are able to meet some, or all, of the following requirements:

Your skills and experience

We’re keen to hear from a range of applicants who can demonstrate some, or all, of the following skills and experience:

What we offer 

Snook offer a competitive salary, 29.5 holidays per year (including public holidays), additional annual Christmas closure and a supportive maternity leave policy. We provide an annual training budget for external opportunities from talks and conferences to more bespoke hands-on training. We respect that people have commitments and provide flexible working hours through discussion. We have an annual team-away retreat for us to come together as a company, taking time out to learn, reflect, and eat snacks. We spend a Friday together every quarter as one studio to run show and tells. Every Monday morning, we have a team breakfast where we eat together and share our ambitions for the week ahead. We are an equal opportunity, Disability Confident and Living Wage Foundation employer. We have a bike to work scheme and free membership to HeadSpace the mental health app. We support you with a Snook buddy when you join to get you started. We strive for diversity in our team. If we’re going to design services for the public we need to ensure our team is inclusive. We welcome applications from people of all backgrounds and ages, however all applicants must have the right to work in the UK.

How to apply 

This is a rolling recruitment campaign so please don't wait to submit your application. We are sifting and interviewing candidates on a weekly basis. Please submit a CV, cover letter and your notice period. Send your CV and cover letter pdfs to 'apply-f0fe13d0220301@snook-ltd.breezy-mail.com' with the title “Hire me: Tech Lead”. In your covering letter, please tell us a little bit about yourself, why you want to work at Snook and what sort of design problems you’d be interested in tackling with us. Due to the current Covid-19 epidemic, we anticipate that all interviews will be conducted remotely. We will offer interviews at times that suit you, so if you have children, caring duties, or other circumstances affecting your availability for an interview, we’re happy to offer convenient times outside of work hours.    [post_title] => Tech Lead/Lead Developer [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => tech-lead-2 [to_ping] => [pinged] => [post_modified] => 2020-06-23 10:52:25 [post_modified_gmt] => 2020-06-23 10:52:25 [post_content_filtered] => [post_parent] => 0 [guid] => https://wearesnook.com/?post_type=jobs&p=19487 [menu_order] => 0 [post_type] => jobs [post_mime_type] => [comment_count] => 0 [filter] => raw ) [14] => WP_Post Object ( [ID] => 19489 [post_author] => 55 [post_date] => 2020-05-27 11:58:54 [post_date_gmt] => 2020-05-27 11:58:54 [post_content] =>

About Snook

Snook is a design studio built to make the world more human. We work with organisations to design more effective services which help people thrive. We do this with our design team, engaging with users, building digital products, training our clients, and much more. In the past five years we’ve more than doubled in size to a team approaching 60 people, opened a new London studio, and worked with brilliant clients — from Cancer Research UK to Hackney City Council, Tesco to the Scottish Government. Learn more about Snook’s exciting journey here. We have big plans for the next three years and are seeking people who can join us, working with our partners and clients to design services that support people to thrive. Below, you’ll find information on our requirements, the job responsibilities, our values, what we’re looking for, what we offer, and how to apply.

About the role

Our lead design training role focuses on building literacy in user centred design with our clients at Snook and our partner company Northgate Public Services. We have been training our clients for over ten years in design from the basics in prototyping to how to monitor services when they are live. We want to grow this capability into something special and are on the hunt for someone who can take existing practice into a launchable enterprise. A major part of the role is delivering a programme of work across Northgate Public Services to deliver user-centred design training across the organisation and build capability. Additionally, building a community of user-centred design and practice across NPS. This is an ideal role for someone with experience in service design and delivery who wants to focus on training and build a new offer.

Responsibilities

You will be expected to have the following responsibilities:

Our Requirements

We’re keen to hear from a range of applicants who can demonstrate some, or all, of the following skills and experience: Desired skills: Most importantly, you’re looking to join a lovely team and support us in delivering great design work. Definite bonus points include an appreciation for gifs and bad puns.

What we offer

You will be on a Northgate Public Services contract, working in the Snook studio. Alongside a competitive salary, we can offer a contract with the following benefits:

How to apply

We strive for diversity in our team. If we’re going to design services for the public we need to ensure our team is inclusive. We welcome applications from people of all backgrounds and ages. Please submit PDFs of a CV, cover letter, your notice period and a short supporting example of your work in the format of an A4 document highlighting key projects. Send this to 'apply-3f1e865e445701@snook-ltd.breezy-mail.com' with the title 'Hire me: User-Centred Design Trainer' . If you do not have a portfolio, we have created a simple template that you can use. In the covering letter, please tell us a little bit about yourself, why you would be a good candidate for the position, and why you want to work at Snook. We will offer interviews at times that suit you, so if you have children, caring duties, or have to travel after work we’re happy to offer convenient times outside of work hours. Please note, candidates must be able to demonstrate a pre-existing right to work and travel within the EU. Documentary evidence will be required. All offers are subject to satisfactory vetting and reference checks. All roles as standard undertake a Disclosure Barring Service (DBS) check, some roles may require additional vetting such as NPPV/MOD. Northgate Public Services is an equal opportunities employer, welcoming applications from all communities.   [post_title] => User-Centred Design Trainer [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => user-centred-design-trainer [to_ping] => [pinged] => [post_modified] => 2020-07-01 11:36:55 [post_modified_gmt] => 2020-07-01 11:36:55 [post_content_filtered] => [post_parent] => 0 [guid] => https://wearesnook.com/?post_type=jobs&p=19489 [menu_order] => 0 [post_type] => jobs [post_mime_type] => [comment_count] => 0 [filter] => raw ) [15] => WP_Post Object ( [ID] => 19451 [post_author] => 29 [post_date] => 2020-05-18 14:36:57 [post_date_gmt] => 2020-05-18 14:36:57 [post_content] =>

This post is the first of a series in which we’ll look at how the UK social landscape has been shaped by COVID-19 and especially government, healthcare and communities. Our focus in these posts will be to share insights and tools that people can take away to help address their own challenges. 

  At Snook, one of our missions is to work toward a kinder and smarter next era of government, and so we have an immediate interest in current shifts in how public services work. Some of these services are new and very visible, like financial support mechanisms for people and organisations in crisis, or contact-tracing initiatives.  Others, however, might be less visible, but ultimately represent longer-term changes in the relationship between government and public.  In this post, we’ll share insights that we’ve gained from developing a tool that enables local councils to run official meetings online – an example of how everyday processes of democratic decision making are being forced to change by the crisis, and what long-term impacts might result

The democratic process, live from the kitchen table 

Before the pandemic only about 12% of the UK workforce regularly worked from home, with less than 30% having ever worked from home, so relatively few people or organisations had systems in place for staff to work from home. While it attracts little mainstream attention, how best to work from home takes on a different significance when it includes core parts of our democratic process.  In the UK, local government meetings are involved in granting permits, licenses, and planning permission, as well as allocating resources and budgets in their area; and a pandemic has meant local governments  needing to find ways to hold such meetings online Defining a service that would meet the legal requirements of a democratic process in a virtual space is more complex than it might first appear. From the second week of the lockdown, Liam Hinshelwood and Liv Comberti from the Snook team began to work with Neil Terry and Chris Cadman-Dando from Adur & Worthing Councils (A&W) to do so. We wanted to describe some of their insights from the development process, and launch a set of reflections for further conversations. 

How do meetings work in physical versus virtual space?

The meeting script. Council meetings run to a tight script. Adhering to an agreed structure is what makes these meetings legally binding. Although some functions of a meeting could be done in writing rather than in person, this would remove the opportunity for everyone to express their opinion as easily, make ‘responding’ in real time more difficult, and limit public participation. Finding ways to take the script online is preferable.  The physical space. Council meetings tend to occur in purpose-built chambers. These spaces are usually organised around a hierarchy, with the person chairing the meeting and their deputies in the centre, and the legal officer seated nearby to offer guidance where necessary. Those who will present, and those who are eligible to vote on arguments, are arranged around them. This makes it easy to see who is guiding the process. The virtual space. All this changes in a virtual context. Here, everyone is ‘on the same level’. The performative characteristics of space have changed, and adjustments to behaviour are necessary – people talk over each other, need to remember to mute microphones, and we also tend to see more casual dress and participants’ homes in the background. The whole atmosphere changes.    [caption id="attachment_19474" align="aligncenter" width="1549"]The need for rapid adaptation from a built for purpose physical space to working from home is not limited to the UK. Left: An image of the empty Hackney Town Hall, UK. Right: A recent council meeting in Clinton, USA The need for rapid adaptation from a built for purpose physical space to working from home is not limited to the UK. Left: An image of the empty Hackney Town Hall, UK. Right: A recent council meeting in Clinton, USA[/caption]

What are the practical problems and solutions of moving council meetings online?

Who is responsible for tech and training? Currently there is no dedicated software to conduct either council or any other democratic meetings. Software decisions usually fall to the IT department, however, because of the urgency of moving online, the responsibility for these decisions fell to the Democratic Services Support Team at A&W. They found a need to train councillors and members of the public who were due to participate in how to use the video conferencing software and digital devices to participate in virtual meetings. Chris says “In some cases, councillors have had comparatively low exposure to modern digital technology, and it is essential that we make sure the training they receive in the necessary applications allows their other, more traditional skills (debate, scrutiny and decision making), to shine through”. Training 70 councillors was, in itself, very resource intensive – imagine what it would be like to train hundreds at larger councils.   Scale and roles have an impact. Council meetings are of different sizes, depending on location and even the subject under discussion. For example, A&W meetings are often 30-60 people, which is relatively small and can work on a call. However, for some other councils these meetings can be much larger (e.g. Birmingham Council with around 300 councillors). As Neil from A&W observes: “In a remote context you can easily control a planning committee of 8 participants, but as the numbers increase, so do the challenges, exponentially.” The roles needed in a virtual context will be, to a degree, highly connected with their scale – facilitating a call with 20 people is not the same as facilitating one with 200+!  New roles. “There’s a need for new roles and new responsibilities in these virtual council meetings,” Liv from Snook says, “and we are only just beginning to understand what these are ”. As Chris describes: “We have identified new technical roles that we would not normally have to consider at traditional meetings. This has meant that we have had to identify additional resources outside of our small Democratic Services Support Team, and train and prepare those people we bring in. In addition to this, traditional roles such as that of the chairman now require different skills and knowledge which has been challenging.” Trade-offs between software and protocol. Most council constitutions require public visibility on how each councillor has voted. In A&W, this is done by councillors verbally confirming their vote. However, in larger councils, registering hundreds of verbal votes one at a time is impractical. The processes councils follow and the tasks required are tied in with the platforms they are using. Infrastructure limitations. Designing around participants’ internet connectivity is a huge challenge. At best it can mean councillors being forced to abstain from voting on issues where they haven’t heard the full debate. The risk increases when the chair or legal counsel’s connection drops. And that’s clearly not the worst that can happen

How can we enable the public to take part – and given that digital inclusiveness is always a problem, what new challenges might arise?

Technology shifts who is being included and excluded. Liv explains: “Physical meetings may exclude parents, disabled people, or simply those living busy lives. Virtual meetings are more likely to exclude older generations or those without access to the technology needed. But overall, virtual meetings may actually be more accessible.”  A less intimidating prospect. Members of the public can now see both the meeting and what participation involves much more easily than they could before. The formality and pomp of physical meetings disappears, making them more approachable and open to all.

How can issues like these be addressed?

The biggest challenge the Snook team found was not the ability of a council team to systematically come up with a solution to every issue outlined above – something they excelled at. It was the sheer amount to think about, and the risk of overlooking or not anticipating something that turned out to be critical. As Chris points out: “In some cases we have protocols for dealing with issues and we can adapt them to the online context. However, there are challenges that you would never ever think about.”  Some councils have been discovering these the hard way. This means greater demands on council resources in a time where they are already considerably overstretched. A new tool. With this in mind, we worked with the A&W team to create an extensive blueprint of every stage of the process – from meeting set-up through post-meeting admin – in granular detail. At every stage the team considered behaviours, hardware, software, governance, and legislative risks. “They shared that what they found incredibly helpful about that”, Liv says, “was that it ensured there was nothing they hadn’t thought about – it was a very comprehensive lens. It wasn’t about putting something in each cell – in a way the blueprint acted as a checklist for them to make sure they’d thought about everything and proposed solutions”.   [caption id="attachment_19472" align="aligncenter" width="1999"]A&W Remote Council Meetings Blueprint A&W Remote Council Meetings Blueprint[/caption] A user manual for governance. Ultimately, a blueprint is a difficult thing to follow, and not every participant needs to know the whole process. Liv told us, “We need a big picture of the whole process, broken down into the different roles required, so that people can see where their role fits in, including members of the public. What we really need to exist is a user manual for each member of a council meeting”.  [caption id="attachment_19473" align="aligncenter" width="1999"]Sketch of A&W remote council meeting process by roles Sketch of A&W remote council meeting process by roles[/caption] Local variation. Such a blueprint would be different for individual councils. “ While there is a centralised Local Government Act 2000 that outlines a strong common framework for what should and shouldn’t be done, implementation is different at a local level. They are currently changing the governance to reflect the current situation”, Liam says.  At Snook, we are deeply interested in understanding what kind of long-term impact will result from these changes and interventions. While it’s likely that many councils will move back towards physical meetings, there are aspects of online provision that we would like to see pursued, especially its ability to make meetings more approachable and accessible. We see digital not just as a lever to transform delivery channels, but as a creator of new activities and roles which will shape what governance will look like around the world.  As Neil puts it: “Whilst the current legislation allowing remote meetings is only in place until next year, we’re planning on some form of remote participation being here to stay. Before the lockdown, we had pressures from those who welcomed remote participation and those who opposed it. In demonstrating what is possible, the opposition has dropped and we’re in the process of shaping the new normal”.  We’d like to thank Adur and Worthing Council for involving us in this interesting piece of work, and Benedict and Marta from Rival for partnering with us on the research for this post. If you’d like to get involved in discussing redesign of democratic processes for inclusion and accessibility in the digital age, please get in touch. [post_title] => Reflections on Covid-19: Exploring remote democratic decision making [post_excerpt] => [post_status] => publish [comment_status] => open [ping_status] => open [post_password] => [post_name] => exploring-remote-democratic-decision-making [to_ping] => [pinged] => https://wearesnook.com/our-principles-for-digital-inclusivity/ [post_modified] => 2020-05-18 15:36:45 [post_modified_gmt] => 2020-05-18 15:36:45 [post_content_filtered] => [post_parent] => 0 [guid] => https://wearesnook.com/?p=19451 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [16] => WP_Post Object ( [ID] => 19410 [post_author] => 92 [post_date] => 2020-04-17 13:46:32 [post_date_gmt] => 2020-04-17 13:46:32 [post_content] =>

About the company

Snook are on a mission to design a world that works better for people. We work with organisations to design more effective services which help people thrive. We do this by engaging with users, building digital products, training our clients, and much more. This year we’re ten years old. In the past five years, we’ve scaled to more than double our original size when we started up in Scotland. We've opened a London office and our team is approaching 40 people. And we've worked with brilliant clients — from Cancer Research UK and Tesco to Hackney City Council and the Scottish Government.

About the role

We are looking to recruit a Head of Digital to provide strong leadership, direction and coaching within our digital design department.  Our digital design team is composed of interaction designers, full-stack developers, technical leads, content designers and data experts.  We’re looking for someone to take a lead in growing our capacity, developing the service offer, supporting the tech leads, and ensuring we’ve got the right skills and tools to do the job.  We are looking for someone with previous senior developer experience, who is keen to move to a more strategic management position.  You should have proven experience of growing, nurturing and running a digital product design and delivery team. You will have the authority and experience to make key decisions on technical matters such as code base, architecture and hosting.  The role will ensure the team does their best work, maintaining consistency of high quality delivery across our projects. You will help push us to meet our mission by designing services that have real impact on people’s lives. You will work with our Head of Design to grow and develop our product development and design practice across Snook’s studios and our partners. You will help set a digital product approach for Snook that ties in with our aims and principles, and sets direction for the way that we design digital services and products across the wider team.

Requirements 

You should be able to demonstrate that you are able to meet some, or all, of the following requirements:

Your skills and experience

We’re keen to hear from a range of applicants who can demonstrate some, or all, of the following skills and experience:

What we offer 

Snook offer a competitive salary, 29.5 holidays per year (including public holidays), additional annual Christmas closure and a supportive maternity leave policy We provide an annual training budget for external opportunities from talks and conferences to more bespoke hands-on training We respect that people have commitments and provide flexible working hours through discussion We have an annual team-away retreat for us to come together as a company, taking time out to learn, reflect, and eat snacks. We spend a Friday together every quarter as one studio to run show and tells Every Monday morning, we have a team breakfast where we eat together and share our ambitions for the week ahead We are an equal opportunity, Disability Confident and Living Wage Foundation employer We have a bike to work scheme and free membership to HeadSpace the mental health app We support you with a Snook buddy when you join to get you started We strive for diversity in our team. If we’re going to design services for the public we need to ensure our team is inclusive. We welcome applications from people of all backgrounds and ages, but all applicants must have the right to work in the UK.

How to apply 

This is a rolling recruitment campaign so please don't wait to submit your application. We are sifting and interviewing candidates on a weekly basis. Please submit a CV, cover letter and your notice period. Send your CV and cover letter as pdfs to 'apply-92573e2358ac01@snook-ltd.breezy-mail.com' with the title “Hire me: Head of Digital”. In your covering letter, please tell us a little bit about yourself, why you want to work at Snook and what sort of design problems you’d be interested in tackling with us. Due to the current Covid-19 epidemic, we anticipate that all interviews will be conducted remotely. We will offer interviews at times that suit you, so if you have children, caring duties, or other circumstances affecting your availability for an interview, we’re happy to offer convenient times outside of work hours.    [post_title] => **CLOSED** Head of Digital [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => head-of-digital [to_ping] => [pinged] => [post_modified] => 2020-06-16 11:01:37 [post_modified_gmt] => 2020-06-16 11:01:37 [post_content_filtered] => [post_parent] => 0 [guid] => https://wearesnook.com/?post_type=jobs&p=19410 [menu_order] => 0 [post_type] => jobs [post_mime_type] => [comment_count] => 0 [filter] => raw ) [17] => WP_Post Object ( [ID] => 19371 [post_author] => 92 [post_date] => 2020-04-07 10:21:25 [post_date_gmt] => 2020-04-07 10:21:25 [post_content] =>

About the company

Snook are on a mission to design a world that works better for people. We work with organisations to design more effective services which help people thrive. We do this by engaging with users, building digital products, training our clients, and much more. This year we’re ten years old. In the past five years, we’ve scaled to more than double our original size when we started up in Scotland. We've opened a London office and our team is approaching 40 people. And we've worked with brilliant clients — from Cancer Research UK and Tesco to Hackney City Council and the Scottish Government.

About the role

We are looking to recruit a Head of Service Design to provide strong leadership and coaching to our growing design and delivery teams. The role will be key to ensuring the team do their best work, maintaining consistency of high quality delivery across our projects and pushing us to meet our mission by designing services that have real impact on people’s lives. You will champion user-centred design and research within Snook, with our clients and partners, and across the wider design industry.  You will work closely with our Head of Design to grow and develop our service design practice across Snook’s studios and our partners.

Requirements 

We’re keen to hear from a range of applicants, not just those who have worked in the design or creative industries. You should be able to demonstrate that you are able to meet some, or all, of the following requirements:

Your skills and experience

What we offer 

Snook offer a competitive salary, 29.5 holidays per year (including public holidays), additional annual Christmas closure and a supportive maternity leave policy. We provide an annual training budget for external opportunities from talks and conferences to more bespoke hands-on training. We respect that people have commitments and provide flexible working hours through discussion. We have an annual team-away retreat for us to come together as a company, taking time out to learn, reflect, and eat snacks. We spend a Friday together every quarter as one studio to run show and tells. Every Monday morning, we have a team breakfast where we eat together and share our ambitions for the week ahead. We are an equal opportunity, Disability Confident and Living Wage Foundation employer. We have a bike to work scheme and free membership to HeadSpace the mental health app. We support you with a Snook buddy when you join to get you started. We strive for diversity in our team. If we’re going to design services for the public we need to ensure our team is inclusive. We welcome applications from people of all backgrounds and ages, however all applicants must have the right to work in the UK.

How to apply 

This is a rolling recruitment campaign so please don't wait to submit your application. We are sifting and interviewing candidates on a weekly basis. Please submit PDFs of a CV, cover letter, your notice period and a portfolio of your work highlighting key projects. If you do not have a portfolio, we have created a simple template that you can use. Send your CV, cover letter and portfolio as pdfs to 'apply-b6c875b4e11701@snook-ltd.breezy-mail.com' with the title “Hire me: Head of Service Design”. In your covering letter, please tell us a little bit about yourself, why you want to work at Snook and what sort of design problems you’d be interested in tackling with us. Due to the current Covid-19 epidemic, we anticipate that all interviews will be conducted remotely. We will offer interviews at times that suit you, so if you have children, caring duties, or other circumstances affecting your availability for an interview, we’re happy to offer convenient times outside of work hours.  [post_title] => **CLOSED** Head of Service Design [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => head-of-service-design [to_ping] => [pinged] => [post_modified] => 2020-06-26 08:57:55 [post_modified_gmt] => 2020-06-26 08:57:55 [post_content_filtered] => [post_parent] => 0 [guid] => https://wearesnook.com/?post_type=jobs&p=19371 [menu_order] => 0 [post_type] => jobs [post_mime_type] => [comment_count] => 0 [filter] => raw ) [18] => WP_Post Object ( [ID] => 19326 [post_author] => 92 [post_date] => 2020-04-03 14:29:26 [post_date_gmt] => 2020-04-03 14:29:26 [post_content] =>

A crisis like Covid-19 requires urgent emergency responses. With crises come feelings of panic and we see lots of people running quickly towards the problem to help. But we know those feelings of panic tend to inhibit us to short-term thinking only.

There are various practical ways we’ve been addressing just getting on with the work we’re already doing at Snook. We’re conducting remote user research with control room operators — designing a rapid response to emergency calls seems more pressing than ever when the volume of calls they’re handling is unprecedented. We’re also continuing our work with British Sign Language communities and the National Citizen Service to improve their services. We’re running workshops using video conferencing-delivering a training session in service design for NHS National Services Scotland and convening with 100 designers and charities to look at ways to combine forces in their response to Covid-19. But it’s not just approaches to working remotely. There’s a bigger picture emerging of a world that may have to be restructured radically and will require a considered, long-term strategy to solving all the challenges which we will face globally in the wake of this.

Setting our response principles

We’ve been holding working sessions to discuss our response as a team to Covid-19. At first, we all felt a sense of panic — what can we do to help now? Apart from staying indoors and joining our local volunteer networks, where can we help? The usual questions came up, like asking if civic society needs an app to better organise themselves or building smart emergency response services? The answer was, and is, no. In the second week, we started to understand the scale of the challenge hanging over us and help clients organise and think through their emergency response. As we hit our third week of working in this ‘new normal’, we recognised we needed to set some principles about how we can support our clients past and present. We need to move from a crisis response state to being a calm supportive partner who’s looking ahead.

Our principles and approach to designing in times of crisis:

1. Show what’s possible

  Person shouting through a megaphone There are a huge number of things that need to be completely rethought right now, but bringing about these types of changes can seem overwhelming. For example, making internet access universally free to all those who are currently classified as vulnerable seemed like a pipedream. But we’re taking an approach to change a small thing and seed the bigger idea. We worked quickly with Nominet to get mobile phone operators to zero rate access to nhs.uk, so everyone can access accurate, up-to-date health information during the pandemic. A small win — and now they’re stepping up to provide access to a whole host of sites with new data packages. But this is just the start of a wider job of ensuring everyone is included in a world where there’s a growing assumption that just putting everything online is the answer. It’s not that simple. An estimated 1 in 10 households in the UK have no access to the internet. There are school pupils and students who are currently being told to do their lessons online and are simply unable to. Many elderly people feel they lack the skills to use computers, and the number of homeless is steadily rising, and while some may have phones, they frequently run out of data. These people are being allowed to fall through the cracks right now. But, with this challenge, many small prototypes working in the open can seed the change, and we’ll continue to press for these, linking them to wider positive agendas.

2. Balance immediate needs with the long-term view

Covid-19 will have a dramatic impact beyond the next week, and the month after. Not only specifically in the new normal of physically distancing that has been forced upon us but also in our ability to think, connect and live differently in the future. Who would have thought that in a matter of weeks, we could house everyone who is homeless? Or reduce our C02 emissions so quickly? In the short term, we’re supporting organisations to rethink service delivery with new Government regulations in the now — to support the people at highest risk (the elderly, the immunocompromised). But with this, we must ensure we also take a longer-term view and consider what might come next. There’s then the medium term. What’s coming in the next 4–6 weeks. Data from some of the most highly affected areas in the world such as Italy, shows us that the coming month is about to get much worse and we’ve heard from clients that workforces are depleting by up to a third in vital services like children’s social care. How we staff and continue to deliver vital services needs to be considered now and over the next few months as staff self-isolate or go off sick due to the virus. In the longer term, we’ll see much bigger impacts. How will people who’ve been in self-isolation for months feel? What are the long-term mental health impacts? How will a frontline workforce working in emergency mode feel in six months time after experiencing death, sickness and fear every day? What will happen to our food chains when we rely on much of our produce being imported and transport has been halted? What happens to homeless people we’ve housed in this period when the curve flattens? There are so many questions that need a longer-term view but need to be considered now, so we can start designing for these new needs and scenarios before they arrive on our doorstep.

3. Listen first, look second, build last

Our perspective is to listen first, understand needs, look at what exists then build if needed. We don’t know best. There are vast networks of grassroots efforts, civic sector organisations and charities that know their people and areas well. There are service providers who are experts in what they deliver and the people they support. We’ve seen a host of new services spring up, sometimes outside the organisation’s core expertise, because they saw a need and tried to fill it. We’re keen to help organisations understand their specific skill sets and how they can be put to use alongside others, stopping them from pivoting everything to solve the immediate crisis. If there’s a clear need for something new which no one else can meet, then build it. But listen first, and find out whether someone already does what’s needed and connect them up. Developing a new product or service at this time isn’t needed unless it helps with convening safely or delivering an existing service online. It will just add to the noise.

4. Meet immediate needs safely

Where there is a need, and something does need to be built, it must still meet regulations and good design principles. Yas, research and design will need to move at pace to meet new daily Government announcements or emergent societal needs. But a crisis doesn’t mean throwing out all data, ethical, privacy and accessibility principles. We have basic accessibility guidelines and tools to build quick services that work for people. We have data ethics workbooks to help us ask the questions we should ask to ensure that what we’re doing safeguards users. Organisations like the Information Commissioner’s office have provided supportive statements to help organisations get online at speed — assuring them that they won’t be penalised, but careful to ensure privacy and data standards are not dropped entirely. Even in a crisis, we should not ignore safeguarding and ethical data practice. We must think through our service designs to ensure we put no one in harm’s way.

5. Shape challenges, convene responses

Through our listening, we’re hearing common challenges from all types of organisations. Some of the simpler questions are how to deliver a support programme online. Or get digital access for the people they support. Or figure out how to support people paying for goods delivered to them who aren’t online.We can help by finding common problems and shaping these, convening the right people to solve them and publishing this knowledge. We’re about to bring this principle to life in our work across the Catalyst. This is an alliance of civil society organisations, funders, and digital agencies, incubated on behalf of the Centre for Acceleration of Social Technology. We’ve been working with them and Futuregov to build a list of common transactions that charities and civil society organisations might deliver and how these might be delivered online. We’re going to convene groups of service providers to discuss, share and publish how they’ve taken their services online so others can learn from this, in a series of patterns.

6. Stimulate learning loops

In a crisis, we have a tendency to deliver at speed then rush off to put the next fire out. But many of us are delivering services in ways we have never delivered before. We are learning what works, what doesn’t and what to do differently. We have a role to play in stimulating learning cycles and sharing them with others. Only together, can we learn how to meet the present and near-future needs well. We’re encouraging our clients to keep a short learning log during this time so they can look back and share what’s working and what needs to change. Last week, we held an online conversation involving charities, digital experts, designers, change-makers and commissioners. Someone said after the call that they’d been inspired to make sure they document their learnings, as they’re trying out lots of new ways of delivering their service remotely. Let’s keep inspiring those learnings.

Looking further into the future

We’re mindful of how often great shifts in society can happen after upheavals like this. The NHS was founded in the wake of the second world war. It cost an enormous amount of money — but aren’t we grateful for it now? It also took a great long-term vision and a commitment to the common good. The belief that things can be different and that we can design them to be better for everyone and everything on the planet seemed like a fantasy only a few weeks ago. But in the past two weeks, people are having to face a new reality that’s being foisted upon them. There’s a future to plan for beyond the pandemic. We need to reflect on what we want to keep from how we used to live and what must change to make a fairer, more sustainable future for all. We’ll be considering this in a series of posts soon. In the meantime, do get in touch if you’d like to get involved in designing the best response to the present — and the future — together. [post_title] => We need long-term thinking now more than ever [post_excerpt] => [post_status] => publish [comment_status] => open [ping_status] => open [post_password] => [post_name] => we-need-long-term-thinking-now-more-than-ever [to_ping] => [pinged] => [post_modified] => 2020-04-06 16:43:05 [post_modified_gmt] => 2020-04-06 16:43:05 [post_content_filtered] => [post_parent] => 0 [guid] => https://wearesnook.com/?p=19326 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [19] => WP_Post Object ( [ID] => 19269 [post_author] => 91 [post_date] => 2020-03-18 19:42:13 [post_date_gmt] => 2020-03-18 19:42:13 [post_content] => UK mobile operators give free access to NHS websites As service designers, our job is to design services — for the people who use them, and the staff and organisations who deliver them. We research user needs. Analyse impact. Look for new solutions to improve experiences for everyone involved. But we need to go further. It has to be our duty to tackle the barriers that keep users from accessing services, even when those barriers are outside of our remit. If that means pushing an idea to the heart of government, stakeholders and corporates, then that’s what we need to do! We are absolutely thrilled to hear that one of those ideas has come to fruition: Government Zero; a simple but effective idea to give free access to essential services.

The NHS has announced that “Vodafone, EE/ BT, 02 and Three are giving all their mobile customers across the UK free access to www.nhs.uk so that they can get the latest health information without worrying about data costs.”

The digital transformation of services has delivered value to the majority of users, but places services behind what feels like a paywall for those who don’t have appropriate access to the Internet. Digital exclusion goes hand-in-hand with social, economic and political exclusion. It is also complex: people need the appropriate device, connection, skills, confidence, motivation and the ability to maintain those through changing circumstances. Addressing these complex needs will take time, so we need to look for intermediate solutions. Time and time again, whilst doing research, we’ve met people who had a mobile phone but couldn’t afford a monthly contract, and frequently ran out of data on their pay-as-you-go. Their stories stay with us: the woman in Scotland who had a mental map of all the wifi hotspots she could access on the way to work, hopping on and off buses to use a cafe’s free wifi for a bit before moving on to the next location. The estimated 1 million children who are routinely set homework that requires access to the internet, which they don’t have at home. The man in West Sussex who missed the deadline for submitting his application for universal credit because he ran out of data and ended up homeless. Just a few of the people who make up a huge sector of society who struggle to use digital services. Zero-rating means users can still access essential services even if they don’t have data on their phones — just like they can call 999 or 111. We know it’s feasible, as mobile operators let customers access their website to top up their account. It’s also been done before with projects such as Wikipedia Zero and Facebook Zero, or for Childline. We need to tread carefully and comply with the net neutrality principle. This requires Internet service providers (ISPs) to treat all Internet communications equally so that users can freely choose from a wide range of information sources. For this reason, ISPs must self-report zero-rated pages to OFCOM. The concept of Government Zero focuses on the services where there is one source of truth: there is only one place to apply for a passport or for a given benefit, so net neutrality doesn’t apply. It’s a ‘big picture’ idea that was propelled to the forefront in the past week by the current Coronavirus situation. UK residents have an urgent need to access reliable information in order to reduce misinformation, and potentially lighten the load on health services. Government Zero will mean that anyone with access to a device can obtain reliable, accurate information from the NHS about the coronavirus situation whatever their circumstances. Over a number of projects, Nominet and Snook have built a strong relationship. Together, we reached out to partners across industry, government, health and organisations involved in digital inclusion to enable Government Zero to be brought to the fore at this critical moment. A whirlwind week saw a growing network of stakeholders, mobile operators, government departments and health services work together, share their knowledge, reach out to their contacts and explore the technical feasibility — leading to today’s announcement. This is the product of a 10-day relay between people with a single-minded commitment to making sure that the national response serves everyone in society. Prototypes come in all shapes and forms, and this is certainly an unusual way to test a new concept! It will enable mobile operators and service providers to evaluate the traffic, cost, impact and implementation of this initiative — paving the way for a more permanent solution to open access to all government digital services, in particular those serving the most vulnerable. Now the real work continues to tackle the wider issue of digital inclusion systematically. Until then, keep washing your hands! https://medium.com/wearesnook/government-zero-how-might-citizens-have-unfettered-access-to-government-digital-services-564f65f2c767 [post_title] => Digital inclusion in times of crisis  [post_excerpt] => [post_status] => publish [comment_status] => open [ping_status] => open [post_password] => [post_name] => digital-inclusion-in-times-of-crisis%e2%80%8a [to_ping] => [pinged] => [post_modified] => 2020-03-19 10:09:59 [post_modified_gmt] => 2020-03-19 10:09:59 [post_content_filtered] => [post_parent] => 0 [guid] => https://wearesnook.com/?p=19269 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [20] => WP_Post Object ( [ID] => 19308 [post_author] => 92 [post_date] => 2020-03-18 14:45:09 [post_date_gmt] => 2020-03-18 14:45:09 [post_content] =>

About the company

Snook are on a mission to design a world that works better for people. We work with organisations to design more effective services which help people thrive. We do this by engaging with users, building digital products, training our clients, and much more. This year we’re ten years old. In the past five years, we’ve scaled to more than double our original size when we started up in Scotland. We've opened a London office and our team is approaching 40 people. And we've worked with brilliant clients — from Cancer Research UK and Tesco to Hackney City Council and the Scottish Government.

About the role

As a Senior Interaction Designer at Snook, you will be responsible for taking a lead role in projects with a focus on creating intuitive, inclusive and accessible design solutions.  Your work will include designing holistic services that work for a wide range of people, and the design of digital products and supporting the digital design team and wider disciplines to embrace the importance of accessible interaction design.  Your work will require collaboration across our user centered disciplines and go beyond the screen.  You will design in the open, leading the communication of design decisions within the project team and clients, championing the importance of design and user needs.  You’ll relish working closely with our clients and partners, supporting our approach to new business opportunities, and in co-designing services and products with users.

Requirements 

We’re keen to hear from a range of applicants, not just those who have worked in the design or creative industries. You should be able to demonstrate that you are able to meet some, or all, of the following requirements:

Your skills and experience

We’re keen to hear from a range of applicants who can demonstrate some, or all, of the following skills and experience:

What we offer 

Snook offer a competitive salary, 29.5 holidays per year (including public holidays), additional annual Christmas closure and a supportive maternity leave policy. We provide an annual training budget for external opportunities from talks and conferences to more bespoke hands-on training. We respect that people have commitments and provide flexible working hours through discussion. We have an annual team-away retreat for us to come together as a company, taking time out to learn, reflect, and eat snacks. We spend a Friday together every quarter as one studio to run show and tells. Every Monday morning, we have a team breakfast where we eat together and share our ambitions for the week ahead. We are an equal opportunity, Disability Confident and Living Wage Foundation employer. We have a bike to work scheme and free membership to HeadSpace the mental health app. We support you with a Snook buddy when you join to get you started. We strive for diversity in our team. If we’re going to design services for the public we need to ensure our team is inclusive. We welcome applications from people of all backgrounds and ages, however all applicants must have the right to work in the UK.

How to apply 

This is a rolling recruitment campaign so please don't wait to submit your application. We are sifting and interviewing candidates on a weekly basis. Please submit a CV, cover letter, your notice period and a portfolio of your work highlighting key projects. If you do not have a portfolio, we have created a simple template that you can use. Send your CV, cover letter and portfolio as pdfs to 'apply-d589d8545fed01@snook-ltd.breezy-mail.com' with the title “Hire me: Senior Interaction Designer”. In your covering letter, please tell us a little bit about yourself, why you want to work at Snook and what sort of design problems you’d be interested in tackling with us. Due to the current Covid-19 epidemic, we anticipate that all interviews will be conducted remotely. We will offer interviews at times that suit you, so if you have children, caring duties, or other circumstances affecting your availability for an interview, we’re happy to offer convenient times outside of work hours. [post_title] => Senior Interaction Designer/UX [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => senior-interaction-designer [to_ping] => [pinged] => [post_modified] => 2020-07-02 14:52:22 [post_modified_gmt] => 2020-07-02 14:52:22 [post_content_filtered] => [post_parent] => 0 [guid] => https://wearesnook.com/?post_type=jobs&p=19308 [menu_order] => 0 [post_type] => jobs [post_mime_type] => [comment_count] => 0 [filter] => raw ) [21] => WP_Post Object ( [ID] => 19303 [post_author] => 92 [post_date] => 2020-03-18 14:43:53 [post_date_gmt] => 2020-03-18 14:43:53 [post_content] =>

About the company

Snook are on a mission to design a world that works better for people. We work with organisations to design more effective services which help people thrive. We do this by engaging with users, building digital products, training our clients, and much more. This year we’re ten years old. In the past five years, we’ve scaled to more than double our original size when we started up in Scotland. We've opened a London office and our team is approaching 40 people. And we've worked with brilliant clients — from Cancer Research UK and Tesco to Hackney City Council and the Scottish Government.

About the role

As a Delivery Manager at Snook you will be responsible for overseeing the delivery of client and internal projects. You’ll be responsible for helping run the rhythms and rituals of our projects, supporting project leads to deliver on time, on budget and to high standards. You’ll also support the Head of Development and wider Delivery Team with project resourcing and scoping. As a Delivery Manager, you'll be experienced in agile and sprint based delivery on a diverse range of projects. This will range from consultancy projects, designing public services to software development.  You'll have excellent project management skills, know when to challenge and when to listen. You'll be able to build relationships with clients at a senior level.

Requirements 

We’re keen to hear from a range of applicants, not just those who have worked in the design or creative industries.   You should be able to demonstrate that you are able to meet some, or all, of the following requirements:  

Your skills and experience

We’re keen to hear from a range of applicants who can demonstrate some, or all, of the following skills and experience:

What we offer 

Snook offer a competitive salary, 29.5 holidays per year (including public holidays), additional annual Christmas closure and a supportive maternity leave policy. We provide an annual training budget for external opportunities from talks and conferences to more bespoke hands-on training. We respect that people have commitments and provide flexible working hours through discussion. We have an annual team-away retreat for us to come together as a company, taking time out to learn, reflect, and eat snacks. We spend a Friday together every quarter as one studio to run show and tells. Every Monday morning, we have a team breakfast where we eat together and share our ambitions for the week ahead. We are an equal opportunity, Disability Confident and Living Wage Foundation employer. We have a bike to work scheme and free membership to HeadSpace the mental health app. We support you with a Snook buddy when you join to get you started. We strive for diversity in our team. If we’re going to design services for the public we need to ensure our team is inclusive. We welcome applications from people of all backgrounds and ages, however all applicants must have the right to work in the UK.

How to apply 

Please don't wait to submit your application. We are sifting and interviewing candidates on a weekly basis. Please submit a CV and one page cover letter. Send your CV and cover letter as pdfs to 'apply-fb928efdfc6b01@snook-ltd.breezy-mail.com' with the title “Hire me: Delivery Manager”. In your covering letter, please tell us a little bit about yourself, why you want to work at Snook and what sort of design problems you’d be interested in tackling with us. Please include your notice period. Due to the current Covid-19 epidemic, we anticipate that all interviews will be conducted remotely. We will offer interviews at times that suit you, so if you have children, caring duties, or other circumstances affecting your availability for an interview, we’re happy to offer convenient times outside of work hours.  Deadline: 30th June. Interviews starting 8th July. Please note: This role requires Security Clearance and applicants will need to have been resident in the UK for the past three years. Due to the current Covid-19 epidemic, we anticipate that all interviews will be conducted remotely. We will offer interviews at times that suit you, so if you have children, caring duties, or other circumstances affecting your availability for an interview, we’re happy to offer convenient times outside of work hours.  [post_title] => **CLOSED** Delivery Manager [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => delivery-manager-2 [to_ping] => [pinged] => [post_modified] => 2020-06-26 08:58:34 [post_modified_gmt] => 2020-06-26 08:58:34 [post_content_filtered] => [post_parent] => 0 [guid] => https://wearesnook.com/?post_type=jobs&p=19303 [menu_order] => 0 [post_type] => jobs [post_mime_type] => [comment_count] => 0 [filter] => raw ) [22] => WP_Post Object ( [ID] => 19265 [post_author] => 92 [post_date] => 2020-03-18 14:42:10 [post_date_gmt] => 2020-03-18 14:42:10 [post_content] =>

About the company

Snook are on a mission to design a world that works better for people. We work with organisations to design more effective services which help people thrive. We do this by engaging with users, building digital products, training our clients, and much more. This year we’re ten years old. In the past five years, we’ve scaled to more than double our original size when we started up in Scotland. We've opened a London office and our team is approaching 40 people. And we've worked with brilliant clients — from Cancer Research UK and Tesco to Hackney City Council and the Scottish Government.

About the role

As an Interaction Designer at Snook, you will be responsible for participating in projects with a focus on creating intuitive, inclusive and accessible design solutions.  Your work will include designing holistic services that work for a wide range of people, and the design of digital products and supporting the digital design team and wider disciplines to embrace the importance of accessible interaction design.  Your work will require collaboration across our user centered disciplines and go beyond the screen.  You will design in the open, communicating the design decisions within the project team and clients, championing the importance of design and user needs.  You’ll relish working closely with our clients and partners in co-designing services and products with users.

Requirements 

We’re keen to hear from a range of applicants, not just those who have worked in the design or creative industries. You should be able to demonstrate that you are able to meet some, or all, of the following requirements:

Your skills and experience

We’re keen to hear from a range of applicants who can demonstrate some, or all, of the following skills and experience:

What we offer 

Snook offer a competitive salary, 29.5 holidays per year (including public holidays), additional annual Christmas closure and a supportive maternity leave policy. We provide an annual training budget for external opportunities from talks and conferences to more bespoke hands-on training. We respect that people have commitments and provide flexible working hours through discussion. We have an annual team-away retreat for us to come together as a company, taking time out to learn, reflect, and eat snacks. We spend a Friday together every quarter as one studio to run show and tells. Every Monday morning, we have a team breakfast where we eat together and share our ambitions for the week ahead. We are an equal opportunity, Disability Confident and Living Wage Foundation employer. We have a bike to work scheme and free membership to HeadSpace the mental health app. We support you with a Snook buddy when you join to get you started. We strive for diversity in our team. If we’re going to design services for the public we need to ensure our team is inclusive. We welcome applications from people of all backgrounds and ages, however all applicants must have the right to work in the UK.

How to apply 

This is a rolling recruitment campaign so please don't wait to submit your application. We are sifting and interviewing candidates on a weekly basis. Please submit a CV, cover letter, your notice period and a portfolio of your work highlighting key projects. If you do not have a portfolio, we have created a simple template that you can use. Send your CV, cover letter and portfolio as pdfs to 'apply-4456795eac5e01@snook-ltd.breezy-mail.com' with the title “Hire me: Interaction Designer”. In your covering letter, please tell us a little bit about yourself, why you want to work at Snook and what sort of design problems you’d be interested in tackling with us. Due to the current Covid-19 epidemic, we anticipate that all interviews will be conducted remotely. We will offer interviews at times that suit you, so if you have children, caring duties, or other circumstances affecting your availability for an interview, we’re happy to offer convenient times outside of work hours. [post_title] => Interaction Designer/UX [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => interaction-designer-2 [to_ping] => [pinged] => [post_modified] => 2020-07-02 14:52:43 [post_modified_gmt] => 2020-07-02 14:52:43 [post_content_filtered] => [post_parent] => 0 [guid] => https://wearesnook.com/?post_type=jobs&p=19265 [menu_order] => 0 [post_type] => jobs [post_mime_type] => [comment_count] => 0 [filter] => raw ) [23] => WP_Post Object ( [ID] => 19238 [post_author] => 93 [post_date] => 2020-03-12 17:48:25 [post_date_gmt] => 2020-03-12 17:48:25 [post_content] => We're hiring at Snook - not just a few roles - lots of them. We’re looking to grow our team in a number of areas because we’ve got a big challenge on our hands.

Why is Snook here?

We’re on a mission to design a world where people and planet thrive. We think deep and look wide to transform the systems that shape our world. That means everything, everywhere – from exploring healthcare’s digital future to tearing down barriers to accessible transport. Bit by bit, we’re making our world more human – so everyone can thrive. We believe that when our world is built around people, it makes everyone happier, healthier, and more productive. Right now, parts of our world aren’t like that. They’re not designed for or with the people who live in them. This creates barriers that make life harder – from small, everyday experiences, to the bigger systems that shape our lives. We’re looking for people to help us make the world more accessible, more sustainable, more effective: more human.

What are we shooting for? Our 5 mission areas

Our missions are like shared dreams we are chasing. They are still in development but we’re crafting key questions that help us aim towards realising them. They are;

1. Thriving planet

2. Next-era government

3. Good business

4. Healthy lives

5. Communities for all

If all this sounds good to you, then come and join our team. We work both in the practical stabilising space (doing the hard work that needs to be done now to make things accessible in the current system) and the emergent space (thinking and articulating what a different system might look like in the future). Thanks to Cassie Robinson for her articulation of emergent models and roles.

What are we working on right now?

Who are we looking for?

We have lots of roles going as our team grows. We break down our roles into: Heads of - support the studio discipline and offer to grow  Principals - leading experts in their field with significant experience  Senior/Leads - experienced practitioners who can take a lead on projects Mid-weight - experienced practitioners Associate - entry level roles  We’re on the lookout for;

Delivery Managers

To support our design teams in delivering project outcomes and work with our amazing clients.  View our Delivery Manager job role.

Head of User Research

To grow and manage our user research team, building and developing our user research practice. View our Head of User Research job role.

User Researchers (entry level to senior) 

Looking for great researchers of all kinds with knowledge in the user research discipline and backgrounds in social sciences or experience in the field. View our User Researcher and Senior User Researcher job roles.

Head of Service Design

To grow and manage our team of service designers, building our practice in Service Design. View our Head of Service Design job role. 

Service Designer

We’re looking for people who are great at designing holistic services that work for a wide range of people. View our Service Designer job role.

Head of Digital 

To grow and manage our digital design team which consists of interaction, developers, technical leads, developers, building our practice in digital design. View our Head of Digital job role.

Content Designer

We need people who have experience of designing and testing language in the context of product and service design.  View our Content Designer job role.

Interaction Designer (entry level to senior) 

People who are great at designing accessible products and services, with a flair for great online experiences and a consideration for the user experience around them. View our Interaction Designer and Senior Interaction Designer job roles.

Digital Product Designer

Experienced designers who are great at shaping product and service direction to join our digital design team.  Job role details coming soon!

Technical Lead (senior/principal) 

A great all rounder who understands and has experience in technical development, data and enjoys unpicking complex challenges and can make simplifying complexity. Job role details coming soon!

Accessibility and Inclusion Design Lead and entry level/specialist 

People with a passion for products and services that are inclusive and accessible to all. We’re looking for people with specific experience in helping design and audit digital services that are WCAG 2.1 proficient but also go beyond this into considering inclusive design practices in all of our work View our Accessibility Specialist and Accessibility & Inclusive Design Lead job roles.

How does this all fit together?

We’re happy to share our organisation chart above. We’ve recognised a need for a new phase of growth which ensures we have a wider range of skills to meet the emergent needs of our clients and ensure we have the right support in place for our team by hiring heads of our disciplines to grow, nurture and train our teams.

How can I apply?

When our adverts go out they will specify requirements and skills for each role. But, we’re looking for a range of people and are open to all kinds of experience so please do apply.  If you’ve applied before, please do so again.  They will all be appearing on our jobs page and linked to this post as they go live. We recently overhauled our recruitment process to help ensure we’re building a diverse and inclusive team. Throughout the recruitment process, we’ll be providing applicants with any support they need. We actively encourage applications from a diverse range of backgrounds.  Please send your application to jobs@wearesnook.com with the title Hire me: Role Title (and your role you’re shooting for). All our jobs are advertised for at least 6 weeks but we are undertaking rolling recruitment so please do send in your applications. We will keep the posts open for as long as we need, to find the right people. [post_title] => We're hiring! [post_excerpt] => [post_status] => publish [comment_status] => open [ping_status] => open [post_password] => [post_name] => were-hiring [to_ping] => [pinged] => https://wearesnook.com/inclusive-recruitment/ [post_modified] => 2020-04-17 14:02:36 [post_modified_gmt] => 2020-04-17 14:02:36 [post_content_filtered] => [post_parent] => 0 [guid] => https://wearesnook.com/?p=19238 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [24] => WP_Post Object ( [ID] => 19191 [post_author] => 93 [post_date] => 2020-03-06 11:19:42 [post_date_gmt] => 2020-03-06 11:19:42 [post_content] => Snook is excited to announce that we are the Home Office's user centred design partner. The team will be working with Katy Arnold, Deputy Director for Design and Research at the Home Office and her excellent research and design teams. We’ve long been fans of the HO Digital Blog. We’ll be supporting them with capabilities in design and working on a range of their portfolio projects. This is a significant partnership for Snook with the Home Office, over two years, working on the inside of Government to design and deliver critical services that are used by the whole population. 11 years ago, Snook first walked through the doors of the Home Office with a new product we were developing - MyPolice, the UK’s first online feedback tool which we successfully launched in Scotland. Since then we’ve worked on projects helping housing organisations consider the journey of asylum seekers, worked with senior policy makers on security and worked with operatives in control rooms to design the software and services that manages 999 calls. It's a big landmark for us and we can't wait to get started.   [post_title] => Home Office + Snook [post_excerpt] => [post_status] => publish [comment_status] => open [ping_status] => open [post_password] => [post_name] => home-office-and-snook [to_ping] => [pinged] => [post_modified] => 2020-03-09 09:25:02 [post_modified_gmt] => 2020-03-09 09:25:02 [post_content_filtered] => [post_parent] => 0 [guid] => https://wearesnook.com/?p=19191 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [25] => WP_Post Object ( [ID] => 19016 [post_author] => 91 [post_date] => 2019-12-19 12:54:39 [post_date_gmt] => 2019-12-19 12:54:39 [post_content] => We turned 10, so we’ve been celebrating and reflecting on everything we’ve learnt along the way. And of course, we’re always looking forward - thinking about how we’ll build for the next 10 years.  Firstly, we became part of the Northgate Public Services family. This move gives Snook the opportunity not only to scale as a company but to scale our impact. From discovery to build, Snook is now positioned to go deeper into projects and work on large scale services from national policing and control rooms to the benefits system.  We also went through a strategic re-brand. This wasn’t about just designing a new logo. We wanted to find new ways to talk about and re-define our purpose. It's allowed us to better articulate why we’re here and act as the starting point for defining our missions and culture.  We’ve worked on too many projects to write something about all of them. So we’ve cherry-picked some highlights here, aligned with our mission areas. We hope they convey something of the breadth and depth of our work and our commitment to making the world more human.

Thriving Planet

In April, after an inspiring Design on the Inside (DOTI) event, about sustainable environmental action, we set up the Design+Climate Community.  The aim is to work collaboratively with the wider community of designers and related disciplines to develop ways of considering the environment at every stage of the design process. We've started in Glasgow and London and are looking for people to host in cities and towns across the world next year. If you’re interested in joining us and seeing what we can do together, click here. We’re currently working with Climate-KIC, supporting them to develop and test their ideas for organisation design as they reorganise around their new mission. Design-led approaches have played an important role in making sure they have the internal functions and structure that will enable them to continue delivering important climate innovation work. DOTI Fest 2019 was a platform for honest, system-wide conversation and collaboration which was designed to embody our commitment to environmental awareness. We wanted to walk the walk, not just talk the talk, so as well as lining up a whole day of amazing speakers, workshops, forums and fun we made sure that everything from the breakfast pastries to the name tags and decorations was sourced zero-waste, recycled and reusable. [caption id="attachment_18885" align="aligncenter" width="578"]People discussing something at DOTI Fest 2019 DOTI Fest 2019[/caption]

Next-era Government

In April we led a discovery with OpenCommunity, a group of local authorities pioneering data standards for community services. Off the back of our research, there are now 10 councils actively piloting implementing the standards to help people find services that help them live a fair, healthy and equal life.  A great example of the Local Digital Declaration to #fixtheplumbing in action. The real benefits and savings of standards adoption will come from improved availability and quality of data about community services. Better access could play an important role in preventative health and social care. People have joked that digital should be the basis of Maslow’s hierarchy of needs – over food, water, shelter, and warmth – but in fact, there is evidence that people do prioritise connectivity over essentials and comfort. The importance that refugees attach to owning a mobile phone is a reminder of that. As more public services go online, digital exclusion is expected to drive inequality gaps. We worked with the Scottish government on a report which concludes that the seamless integration of digital and human engagement is essential as Scottish public services expand.

Good Business

We’ve been working with a global company that delivers around 100 services in areas ranging from defence contracts to leisure facilities. They wanted to improve the catering service they provide to large institutions like schools, hospitals and universities. We focused on a higher education college in the UK, conducting research and co-design with students and the client. We’ve come up with prioritised recommendations based on feasibility and the areas that align with their business plan. Like the work we're doing with Climate-KIC, the focus on enabling them to adopt user-centred design as the way they do business as usual is key. We help organisations to develop these capabilities in-house.

Healthy Lives

We’ve worked on several projects that address the impact on young people’s health of poverty and the increased demand for mental health support.  Not all of those eligible to receive free school meals actually get them. We worked with pupils in Scotland to understand their experiences of school lunches whilst also seeing how the Child Poverty (Scotland) 2017 Act gets implemented on the ground. Ultimately we wanted to see how we could make a difference - effectively working to flip the benefits model on its head by bringing services to people instead of waiting for people to come to services.  Meanwhile, in London, we worked with Hammersmith and Fulham to address the impact of food poverty on children and young people. We went out to communities and engaged with local volunteers, residents and children to research, co-design solutions and start building an alliance. We’re now working to explore how these ideas can be delivered in practice and to ensure the alliance continues to flourish after the project. In order to tackle the root causes, we’re supporting staff in children’s services to connect with other parts of the council to harness existing resources and explore how to improve the whole system response. We’re working in partnership with Barnado’s and Public Policy Lab to develop a library of best-practice guidance for developing digital mental health products for young people. This is part of the recently launched #RESET online Mental Health funding Programme. We’re thrilled to have partners to go on an open and exploratory journey, to build something new that we hope will ensure that young people can access effective support when they have difficulties with mental health.  We’ve done a lot of work around mental health over the years, so in the spirit of putting our own oxygen masks on first, we also trained the whole Snook team in both studios to become Mental Health First Aiders.

Communities for All 

One of the ways in which communities thrive is in the work of many volunteer organisations run by and for members of the public in their spare time. This year we achieved a long-held ambition to work with the Scouts! They asked us to look at improving the adult volunteering experience and we sent members of our team out to meet with people all over the UK, often at weekends (because that’s when volunteers are doing their thing). We learnt that Scouts the energy and enthusiasm that drives people to volunteer can lead to burnout or feeling under-appreciated in the end.  We’re currently prototyping solutions to explain the realities of volunteering, open the communication within the Scouts community and help Scouts feel recognised. We’ve been working with Renfrewshire Council, in partnership with Dartington Service Design Lab and funded by the Life Changes Trust, to ensure all young people in care have their voices heard. We've worked with them all the way from user research and co-design through to testing and implementation. Research with young people revealed that good conversations are key enablers for many important decisions in a young person’s care experience. We’re now building a framework to improve the quality of conversations and will be testing a shared resource, co-designed with young people and practitioners to improve care experiences from early 2020. Another great experience of being involved in creating a fully built service from research to delivery was with Hackney Council. After finding out that over 50% of applications fail, we worked with them to design and launch a new digital service for household planning applications. We met with planners, citizens and housing experts to understand their needs. In alpha, we developed a series of recommendations and prototypes, designing an end-to-end service using the GDS Design System. In beta, we’ve designed a new data-led service and re-worked the user experience to include dynamic forms to make the submission process easier and effective. 

The next decade is about systems 

As you can see from above, no one project we run is simply a ‘health’ or an ‘environmental’ challenge. As Dahlgren and Whitehead pointed out, your health is connected to your socioeconomic level. Many issues are determined by economic factors or the environment. When we talk about designing a world where people and planet thrive, we recognise this isn’t the challenge of one organisation alone, but a systems challenge. Our new missions are purposefully wide and we’re proud of that. We want to work across systems in the next decade, working with multiple partners who connect together to build alliances that will tackle the tough inequalities and human and planetary health problems that exist today.  We’re here for that. If that sounds like something you want to do - get in touch, we’re planning out 2020 and beyond as we type.  But for now, 2019 has been an epic adventure. We’ve grown in size and impact and are so excited about what we can achieve. 2020 will see both the London and Glasgow offices moving to new premises. We’ve got big plans to do even more with DOTI (watch this space) and tons of exciting project work coming in.  But now it’s time to turn off the laptop and have a well-earned break. We hope you’ll be enjoying a relaxing, joyful, harmonious holiday and look forward to seeing you in the New Year. See you in January 2020!   [post_title] => Snook 2019: A year in review [post_excerpt] => From co-designing services and training charities to sustainability and our 10th year as Snook - these are our highlights of 2018. [post_status] => publish [comment_status] => open [ping_status] => open [post_password] => [post_name] => snook-2019-year-review [to_ping] => [pinged] => https://wearesnook.com/design-like-theres-a-climate-crisis/ https://wearesnook.com/free-school-meals/ https://wearesnook.com/sharing-knowledge-to-build-better-mental-health-services/ https://wearesnook.com/put-oxygen-mask-helping-others/ [post_modified] => 2020-01-17 13:00:49 [post_modified_gmt] => 2020-01-17 13:00:49 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=19016 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [26] => WP_Post Object ( [ID] => 18558 [post_author] => 90 [post_date] => 2019-12-03 21:24:37 [post_date_gmt] => 2019-12-03 21:24:37 [post_content] =>
Sarah Drummond talks about learnings and best practice in procuring service design.

I’ve been responding to requests for bids from clients in the form of ITTs, RFQs, Briefs, Proposal requests — for over 10 years, across the public, private and third sector for my company Snook. Even after all this time, I’m still surprised at how some of the small things that our clients do at this stage often make it very hard for them to get good results from the work they commission later on.

Procuring design can be a tricky business if you’ve never done it before, or you’re having to explain what it is and what you need via a procurement department.

It’s even more difficult when you are protected by rules that ensure you don’t discuss the job in hand with potential suppliers .

The market is increasing in size with more people eager to commission Service Design, and even more people trying to sell it.

With an increase in the popularity of Service Design (and ‘design thinking’), I’ve seen a growing trend towards clients asking for service design without necessary knowing what it is or how to integrate it with the other outcomes they want to achieve from a given scope of work. ‘Service Design’ has become a catch all for any kind of change, making it increasingly hard to buy as a service from an agency or supplier.

I want the people I work with to get the best possible results — so I’ve written a 16 (awkward) part guide on how to buy service design.

It’s not exhaustive, but rather a list of some helpful tips that might help you if you’re involved in commissioning or selling service design.

I find that these elements help both sides reach a quicker understanding of what’s needed.

 

1. Be clear about what problem you’re trying to solve

Start with a clear intent, and don’t use ‘Service Design’ as a catch all for all ‘creative’ or ‘innovation’ projects.

Normally it’s good to start with a problem to solve that you have either evidence for but if you don’t know what the problem is, describe the issue you need to explore.

Here are a list of potential starting sentences and project types that I use to describe the different asks that come to us. They help us to define what kind of team we might put on our projects and how we might help answer the ask.

Problem defining and service design: We’re looking to understand why a service we run doesn’t work and how we can improve it

Digital channel shift: We’re looking to exploit digital as a way to scale our service offer

Proposition development: We’re looking to develop a clear product proposition and service to deliver it

Service Design: We need to design a service for the future

Product innovation: We need to think about the wider user experience of a product we deliver

Detail design: We’re looking to design the end-to-end service in detail at a delivery level

Technology driven innovation: We’re looking to understand an opportunity with a new technology we’ve discovered

Capability building: We’re looking to build our capacity to design services and re-align our internal structure to facilitate this

System and problem shaping: We’ve got a big challenge around X and we need to find a way forward to tackle it

User research: We need to better understand if we need to build a service or how we can better meet the needs of a user group.

We need to transform our organisation to centre around our customer needs and set a vision for where we are going.

This isn’t exhaustive but it might help you think about the intent of your project over the process of Service Design.

 

2. Set a budget or investment bracket

People often ask me ‘how much does service design cost’ and the honest answer is — it depends entirely on what you want to achieve.

Not setting a budget leaves an agency in a difficult position to consider how deep you want to go, for what length of time, if you can add on other deliverables that will enhance the final design. It’s like shooting in the dark.

Without a budget we can’t understand your level of investment and are left without understanding if you have the funds for a Ferrari or Fiat Panda. This isn’t about selling you dead time — we make our client’s budgets work to maximise the value they get for the time they can afford.

Budget can mean the difference in numbers of research participants to how long we spend on shipping the design. A budget range from x to x is fine but at least give the responders somewhere to aim for.

Without this, you end up with either unrealistic budgets where agencies try to over promise or proposals that shoot way beyond what you were looking for or able to invest in.

 

3. Focus on outcomes not outputs

Ensure your brief or tender focuses on outcomes not outputs. When you ask for a report at the end, you’re laying the focus on the delivery of the thing, not on the knowledge you need to make the right decision to deliver or design a service.

Try dropping reports out from your deliverables and instead focus on a KPI or outcome along the lines of ‘We need to have a concrete understanding of the existing user experience so we can take the right decisions on what we need to change’

Be flexible for that output to change, just ensure you map what you need to know at each stage of the project and work collaboratively with your partner to identify the right format as the project begins to close.

Treat the project as a learning experience and consider how your organisation can join the journey of knowledge development. I’m not adverse to writing reports, but if the focus is on an agency to write a report to meet your stakeholder needs, the richness and value of the original research and insight can get lost in producing something that is watered down to the ‘right wording’. If this is really needed, create a separate budget line to support you to write the stakeholder report.

You should place the value and emphasis on learning, rather than on the delivery of outputs. Raw deliverables are much better and ultimately more useful than over produced tools or reports.

When the output is the goal, we lose all value and meaning in what the intention of the project was at the end.

[caption id="" align="aligncenter" width="1920"] The team from Letchworth Garden City working with Snook on a design project, learning was baked in from the outset of the council’s team[/caption]

4. Make the space for your team to learn

Service Design is a knowledge and insight game. If you’re bringing someone in-house recognise that you will gain the most value from them by working with them.

Ensure there is time made available for your team, in particular a product lead, delivery manager or individual closely related to delivering the thing you’re working on to join that team’s journey.

Look wider too, who would benefit from what this team are doing? Any good agency will support you to think about that at the outset, a RACI framework can help with that but it is good to look ahead and make the resource available on your side.

This doesn’t mean looking over their shoulder, but join in their research, attend their stand ups and make sure there are regular show and tells for you to hear about the work first hand.

5. Give us time, commission early

It’s down to an agency to only pitch for a job if they know that they can deliver it. However, I’d be worried if anyone can say confidently they can start within two weeks. Does this business have no other work on? I’m regularly being asked to tender within a two week window and ‘start’ the week after.

We say we can start because ultimately, there are always delays. Contracts, recruitment, finding first dates for meetings, the list goes on, and usually by the time it is all worked out everyone is ready to go, so it usually works out. But it isn’t the best start, it’s good to get that all out the way so our prime focus is the job in hand and our team have had time out from the project that just finished to decompress and ready themselves for the next job.

This could all be smoother.

Try to look ahead in your commissioning cycle by thinking two to three months before you want to start. This means you’ll get a fresh team ready to work on your project without trying to finish off other projects.

Ultimately, this is an agency’s responsibility to be ready to deliver, but just look ahead and commission early, it could make work better for everyone.

[caption id="" align="alignnone" width="566"] At Snook we often map hypothesis across the project at kick off, building ideas and testing prototypes but they can be really helpful at the outset of a tender process from clients[/caption]

6. Tell us your hypothesis upfront

At the start of any project I map the hypothesis of the project team to gain an understanding of what they think we might find out through the research or what the outcomes of the project might be. It helps us to understand any bias, pre-conceived ideas and recognise any agendas at the table.

It would be really helpful if we knew this when writing a proposal upfront. It helps us to understand what we might want to validate or question from the get go and write a proposal around. Again, any good agency should go through this with you at the outset, however, it is helpful to give the agency more understanding of where your head is at and what they will need to do to validate or break your hypothesis.

 

7. If you’re trying to win a battle make it clear

Often once we’re commissioned, we find out that our work is more of a political piece than a straight up service design project. This is ok, I understand that part of design can be a democratic tool to validate a user need or perspective with evidence, but it’s good to know upfront. When our work needs to be more persuasive then it’s good for us to think about who is good at that kind of work.

If you aren’t going to be open with a brief, find a way to help an agency understand the wider context of what’s going on. There needs to be budget for some of that understanding and context setting so we can do our work well by understanding the politics of the situation early on.

Design skills can be different from consultancy skills and if you’re going to need a persuasive critical friend, we need to look at our team carefully and think about who right people are to help both surface that insight but then communicate it. That is often not the same person.

 

8. Beware over delivery promises

We all lose proposals, but nothing stings more than being told someone else promised double what we did for the same budget.

For me, if someone promises you the world for far less than the majority of other bids, this is a red alert.

I’ve been on the commissioning side and been burned early on in my career when someone promised everything.

Ultimately, they couldn’t deliver, and I found they were working all hours to deliver, which meant in turn, the work was sloppy, they were late for meetings and generally didn’t do a great job on any of the project because they had other projects on to bolster their income.

I’d listen to people who push back on the budget, they probably have enough experience to tell you it’s tight. It’s then yours (and theirs) discretion to go forward with the work on the identified budget or bolster it.

 

9. Remember you’re hiring talent not a process or methods

I’ve lost pitches because ‘our methods’ weren’t clear enough and the competitor had ‘more innovative methods’. Now, I’m not crying over spilled milk here — but it’s really important to remember if you’re hiring designers, you’re hiring good people with experience who can navigate complexity and turn it into direction.

In the modern market of Service Design, it’s pretty easy to pick up a book, learn some methods and dazzle you with the latest buzzwords and methods.

In reality, design means sitting together in a room and working out a route forward by asking the right questions. Those questions come with experience and skills from a design team, not a book.

In commissioning, focus on what they’ve done before, where they’ve done it, what their clients thought, what it helped them to achieve and how they did it. Find out about their process, but don’t weigh this too heavily.

No project is the same with repeatable ‘methods’. Remember it is the quality and experience of the people you are buying, not a process.

 

10. Don’t expect the answer upfront

We’re exploring together so don’t feel nervous when a design team doesn’t know the answer. The best answer is we’ll find out together but we’re here to guide you.

I’ve been asked a lot for ‘the answer’ or ‘the concept’ in tender documents and the reality is there is no possible way I can tell you. What I can do, is show you where we’re tackled a similar problem but until we get stuck into your organisation and users, I can’t tell you the right route forward.

That is what service design is about, we’re here to take you on a journey to find the right insight and help make a design decision.

This doesn’t mean a design team shouldn’t have ideas. Ask them what questions they would have for you. You want them to be curious and to be ‘thinkers’ who will help uncover the right route forward.

 

11. Respect the time to think and design

Often tender documents focus on exact days we will ‘deliver’ and what the output is at each stage. For example, for a day of ‘Sensemaking’ what is the output?

The output is a team with the knowledge to design the right thing. But we’re pushed to create outputs that symbolise we’ve ‘done’ this.

I’ve been genuinely queried on ‘time’ that we’ve baked into a proposal for the team to actually design. What they’re doing here is sketching, discussing, researching, prototyping and it doesn’t always need an output.

It seems we’ve forgotten in the world of Service Design that people who are experts still need the space to think.

I 100% stand behind joined sense making workshops and co-design but we need to strike a balance. When we’re not with you, we’re still delivering and sometimes the researchers or designers just need time to think.

I know this point may sound ludicrous, but it happens fairly frequently in commissioning design, to not actually consider the budget to create freedom to just, well, design.

[caption id="" align="alignnone" width="758"] In roughly 50% of proposals, we’re asked to break down projects by exact days[/caption]

12. Buy time not days

I can’t tell you how many times I’ve spent breaking down a day by day delivery to make a budget work. It’s painstaking, and I’d say 95% of the time changes as soon as we meet the client.

It looks a bit like this;

Phase One Prepare research framework — 0.5 days Recruitment framework — 0.25 days Recruiting — 2 days Data and platform preparation — 0.5 days User research x 12 interviews — 4 days User research interview write up — 1 days

You get the picture. Now do this across a project that requires multiple skillsets, lasts over 12 months and you’re breaking down every day down to 0.25 of days to make a budget work and satisfy the commissioner.

Buy time, weekly blocks of time where people work with you on a problem to solve. It’s better for both organisation procuring and agency.

For example:

Phase One Sprint week one: User researcher ( 5 days) Service Designer (5 days) Project Manager (2 days)

Ask what each block will focus on and what the outcomes and outputs are for overall phases. Use this flexibly as a sprint based model and pause (through negotiation and trusting contracts) with your supplier, there’s nothing worse than buying dead time. Getting down to the above level of minutia is really a painstaking approach to negotiate how someone will work for you. Re-frame that to how someone can work with you.

 

13. Clarify what you mean by ‘on-site’

There’s an increase in asking agencies to work ‘on-site’. I totally get this, and we do it fairly frequently but clarify what you mean by this.

When we see on-site requirements we either a) don’t bid as we don’t think the team can travel daily to the site or b) tip the budget on the travel time and expenses to get there.

What I’ve found, is the reality of ‘working on-site’ daily isn’t actually expected as we’re out researching anyway, and our client likes to come to our studio anyway.

During the tendering process, just be explicit on what this means.

[caption id="" align="alignnone" width="1964"] After 3 days of writing an application for funding, we’re denied because we named one file wrong[/caption]

14. Usability test your procurement process

If I had a pound for every hour I’ve spent trying to understand how to respond, reading multiple documents and piecing together the ask, then responding into formatted templates that don’t work, I’d be rich.

It’s painstakingly hard sometimes when PDFs have input boxes that don’t work, codes for projects must be followed to the letter to save a file and there are complex questions without direct asks. It’s like a test in itself and that isn’t even about our response and proposal as experts.

Make it simple. Have a clear ask and make it easy to reply. Try giving your proposal to someone, even a few agencies to have a quick read and get feedback before formally putting it out.

Keep the questions and page expectations relevant to the contract cost.

Above all, make sure your submission forms work.

I have been close to tears at stages trying to fill in badly designed tender forms and that is not an exaggeration. Often it’s another 3 to 4 hours work.

I understand that this is often largely based on using outdated legacy technology to pass over briefs but there’s some simple techniques above in the documentation you provide to the questions you ask that could simplify the process greatly.

 

15. Tell us if you’ve done this before, and if it failed last time — why did it fail?

It is rare to find a client who hasn’t tried to do a major piece of strategic change before. It’s even rarer still to find one where that was a roaring success. Knowing what came before — what worked and what didn’t — is a great way to help an agency know what ideas or ways of working need to be avoided when delivering a piece of work.

Do people feel burned by a previous agency? Why was this and what should we do to ensure that doesn’t happen?

This is another helpful political question for an agency to gain an insight into who needs to be won over and how.

 

16. Meet the supplier

Above all, meet the supplier.

An initial phone call with potential suppliers either collaboratively or 1 to 1 is helpful for everyone involved. It may seem time intensive but in the long run will save resource by reducing any confusion of intent from the outset. Additionally, it allows organisations to decide not to respond.

Nothing works better than a follow up meeting to ask the questions you want answers to, and it helps the agency understand the full brief and what you’re looking for.

This can also be done, law permitting, by doing things like holding a supplier engagement call or recording a video of you and your team explaining the work. Overall it can help agencies to propose better teams and approaches.

I’ve written far too many proposals where we’ve been told that we haven’t been successful in the feedback call because what we wrote initially and what the client wanted were completely different.

Words can be a very ambiguous when it comes to mutually understanding a problem space.


I hope some of these are helpful. I don’t want this to sound like I’m crying over spilt milk — losing a tender is a natural part of any business and expected — but we could make it a lot smoother for everyone involved!

If you’d like to add any please tweet me @rufflemuffin and I’ll build them in with a repost.

I’d really like to thank Zoe Stanton at Us Creates for providing some good additions and eyes on this.

[post_title] => How to procure service design [post_excerpt] => [post_status] => publish [comment_status] => open [ping_status] => open [post_password] => [post_name] => how-to-procure-service-design [to_ping] => [pinged] => https://www.sinnaps.com/en/project-management-blog/agile-project-management-sprint-methodology [post_modified] => 2020-02-18 15:54:19 [post_modified_gmt] => 2020-02-18 15:54:19 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=18558 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [27] => WP_Post Object ( [ID] => 18509 [post_author] => 53 [post_date] => 2019-12-03 17:16:53 [post_date_gmt] => 2019-12-03 17:16:53 [post_content] =>
Senior Service Designer Ness Wright talk about the challenge and opportunity of designing services and products that people want to use. I’m a proud Fairphone owner (of the 17,248th to be precise). I personally was excited to support a start-up making modular, repairable smartphones from conflict free-materials. Persuading others to jump ship isn’t easy, the camera can’t compete with the latest Apple device and Wired described it as ‘ethical but ugly’.
When I switched to a green energy provider, it felt great knowing our electricity was coming from renewable source, but we received wildly inaccurate bills for the first year and struggled to navigate our way around complex online payment systems.
Picture of Fairphone
Image of a customer bill
Encouraging people to make sustainable choices is hard, from the phones we buy to the energy suppliers we choose (and everything in between), cost, speed, convenience, ease, simplicity, look and feel often trump sustainability. The opportunity here is for sustainability not to have to compete at all – what if the sustainable thing was also the best thing. Service design and its user-centred approach are key to this. We conduct research to understand the needs of our users. We find out what challenges they face, how the service help them and find out what context are they are using it in? We find opportunities to make the service easier to use, more helpful and more attractive, for all sorts of different users. Services can be designed really badly or really well. A well designed service increases the likelihood of someone using because it is genuinely helpful and enjoyable to use. Good service experience is a compelling incentive and plays a key role in making the sustainable choice the best choice.

How have we done this before?

Fishermen contend with the challenges of selectivity every time they go out to fish. Policy places restrictive bans to prevent overfishing of particular species implementing large fines in efforts to curb the insurmountable waste attributed to the industry. In attempt to fish sustainability and to mitigate the negative financial impact of these restrictions, fishermen have been creating their own hacks to modify their nets to help them catch the right fish. SafetyNet Technologies, a London based SME has developed Pisces, a new technology that retrofits to fishing nets and emits different colours and frequencies of light. Fish respond to light in different ways and by capitalising on their physiology, fishermen can attract or deter certain species based on their needs. All impressively innovative, but how might we ensure this technology lands in the hands of fishermen in a way that we can ensure it’s used?
Image of Snook researcher speaking with a fisherman
Looking at where Pisces should attach to the net so we can offer guidance to future owners of the device
For three months we worked with SnTech to understand the needs and motivations of fishermen to adopt this new technology. We developed an ongoing strategy for development of the product based on the needs of fishermen and articulated an ongoing vision of product development of ‘Pisces, built by fishermen, for fishermen’. Our research helped SnTech to modify the development of Pisces and view the product as a service considering everything from guidance for use to a marketing plan. We helped build the sustainable thing as the best thing ensuring the adaptation to new technology was easy and guided by the needs of users.

What’s next?

Sustainability shouldn’t mean compromise on service. Service and user-centred design can help ensure the sustainable thing is enjoyable, helpful and easy to use. Are you developing a sustainable produce or service? We want to work with you to make sure your service offering is the best out there. Email curious@wearesnook.com with the subject line “Sustainability Snooks” to get the conversation started.
[post_title] => Make the sustainable thing the best thing [post_excerpt] => [post_status] => publish [comment_status] => open [ping_status] => open [post_password] => [post_name] => make-the-sustainable-thing-the-best-thing [to_ping] => [pinged] => [post_modified] => 2020-05-18 14:49:12 [post_modified_gmt] => 2020-05-18 14:49:12 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=18509 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [28] => WP_Post Object ( [ID] => 18470 [post_author] => 91 [post_date] => 2019-12-03 12:44:59 [post_date_gmt] => 2019-12-03 12:44:59 [post_content] => Her job is to support researchers in the initial stages of the projects with recruitment and logistics. She focuses on ensuring we deliver our research and co-design activities ethically, inclusively, and accessibly. Raquel’s sharp sensitivity to social injustice and keen sense of curiosity have led her to conduct research in different environments and topics. From focusing on the adult education needs of immigrants and refugees in Scotland and Malta; identifying the needs of local fishermen and farmers in Costa Rica; developing financial literacy projects; to working in Corporate Social Responsibility with both private and public institutions, identifying and addressing social and environmental issues. In her spare time, she enjoys the outdoors, meeting people from different backgrounds and learning new recipes.   [post_title] => Raquel Rivera [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => raquel-rivera [to_ping] => [pinged] => [post_modified] => 2020-07-01 14:09:53 [post_modified_gmt] => 2020-07-01 14:09:53 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?post_type=people&p=18470 [menu_order] => 6 [post_type] => people [post_mime_type] => [comment_count] => 0 [filter] => raw ) [29] => WP_Post Object ( [ID] => 18476 [post_author] => 91 [post_date] => 2019-12-03 12:42:29 [post_date_gmt] => 2019-12-03 12:42:29 [post_content] => Recruited under the slogan of Multitasking Wizard, he’s there to juggle whatever else may come his way to help the team work their magic. A long-departed Londoner, Rob studied Economics in Edinburgh, taught English in Chile, worked as an academic researcher, and then supported an entrepreneurship programme in England. He returned to bonnie Scotland for the good company and bracing clime. Among other things he runs a variety comedy gameshow, pens silly sci-fi stories and shoots the odd video. [post_title] => Rob Pallot [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => rob-pallot [to_ping] => [pinged] => [post_modified] => 2019-12-03 12:42:29 [post_modified_gmt] => 2019-12-03 12:42:29 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?post_type=people&p=18476 [menu_order] => 7 [post_type] => people [post_mime_type] => [comment_count] => 0 [filter] => raw ) [30] => WP_Post Object ( [ID] => 18466 [post_author] => 91 [post_date] => 2019-12-03 12:28:57 [post_date_gmt] => 2019-12-03 12:28:57 [post_content] => She has a diverse background in user research, co-creation, service, and is experienced in designing for agencies, startups, and local government. Rachel is happiest when she is making a positive impact on people’s lives. Outside of Snook, Rachel will probably be found practising yoga. She teaches classes with a specialist focus on mental health and resilience. [post_title] => Rachel Hardy [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => rachel-hardy [to_ping] => [pinged] => [post_modified] => 2019-12-03 12:28:57 [post_modified_gmt] => 2019-12-03 12:28:57 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?post_type=people&p=18466 [menu_order] => 10 [post_type] => people [post_mime_type] => [comment_count] => 0 [filter] => raw ) [31] => WP_Post Object ( [ID] => 18446 [post_author] => 91 [post_date] => 2019-12-03 12:11:05 [post_date_gmt] => 2019-12-03 12:11:05 [post_content] => She’s currently leading on a project with the Future Cities Catapult to help bring people's stories of the built environment to life. She has a background in bioscience and found her way into the design world much by accident. She has worked as a freelance researcher for four years leading on projects in the third sector and most recently, worked in a technology start-up supporting the design of a new visual interface while pondering the future of the web. She is the founder of FreshSight Ltd., a student-run consultancy service that pioneers new ways of teaching and learning by embedding students in local initiatives. Besides thinking and reading a lot in her spare time, Lucy spends time exploring the wilds of London and beyond. [post_title] => Lucy Stewart [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => lucy-stewart [to_ping] => [pinged] => [post_modified] => 2019-12-03 12:11:05 [post_modified_gmt] => 2019-12-03 12:11:05 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?post_type=people&p=18446 [menu_order] => 16 [post_type] => people [post_mime_type] => [comment_count] => 0 [filter] => raw ) [32] => WP_Post Object ( [ID] => 18441 [post_author] => 91 [post_date] => 2019-12-03 11:59:01 [post_date_gmt] => 2019-12-03 11:59:01 [post_content] => She founded The Before I Die Network, a social enterprise that helps people to identify and pursue their wildest ambitions. She developed their workshops and online community through co-design sessions and prototyping with potential users. As an associate service designer at GDS she developed a new onboarding tool for designers and user-researchers to use across government, and helped to redesign and deliver training programmes in user-centred design. Olivia is a passionate advocate for conversations around mental health, grief and social justice. [post_title] => Liv Comberti [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => liv-comberti [to_ping] => [pinged] => [post_modified] => 2020-07-01 15:07:31 [post_modified_gmt] => 2020-07-01 15:07:31 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?post_type=people&p=18441 [menu_order] => 22 [post_type] => people [post_mime_type] => [comment_count] => 0 [filter] => raw ) [33] => WP_Post Object ( [ID] => 18402 [post_author] => 90 [post_date] => 2019-12-03 00:33:00 [post_date_gmt] => 2019-12-03 00:33:00 [post_content] =>

Snook was founded 10 years ago this December. Sarah Drummond reflects over nearly a decade of great work, and where we want to be in the future.

We’re stronger now than ever before. We have a full portfolio of work for the year, doing the things we love best — working on some of the most significant Scottish and UK Government programmes around.

Over the years we’ve grown a team of over thirty in Scotland and London and recently, we have brought in more support roles to make it easier for great work to happen.

This year more than any other, Snook has hit its stride, and we’ve finally been able to take a step back and ask ourselves — how can we make an even bigger impact in the world?

Snook was founded on a mission to scale the design capability of the public sector and to make it more user-centered.

So many things have happened since the early incarnation of those principles, embodied in the slightly questionable poster above.

We have trained thousands of people and delivered hundreds of live products and services that have touched the lives of people across the world.

There are too many to list, but over the years we’ve helped Samaritans design ways for people to improve their mental health, supported Neighbourhood Watch to help older people facing fraud, worked with the NHS to redesign A+E, created new national care services with the Scottish Government, worked with housing providers to support vulnerable tenants, helped local authorities commission new homeless systems and launched award-winning platforms supporting young people to prepare for the world of work — to name just a few.

Alongside this, we’ve released our own products that improve the world in areas we’re passionate about. From CycleHack, an award-winning initiative to overcome the barriers to cycling in 50 global cities, to Dearest Scotland, a snapshot of the referendum which culminated in a book of letters written by citizens to the future of the country.

In recent years, we’ve pushed the design industry to be more accessible by running initiatives and events on inclusive recruitment and inclusive design. We also started ‘Design On The Inside’ a set of events, conferences and (soon to be) podcasts. It shares the knowledge of designers who work inside large organisations and furthers our mission of increasing in-house design capability.

We are beyond proud of the work we’ve done. I’m eternally grateful for the people who’ve employed us, and even more for those we’ve worked with. We are now hooked on the same mission — we want to design a world that’s more human.

 

So where now?

All of this is a huge achievement, especially for a studio that’s only been around for 10 years — but the world is changing.

Our mission is still the same as it was, but how we deliver it today needs to be different. The market and its needs are changing. I’ve been open and honest about my scepticism of the traditional design studio model in meeting the new demands and needs of the Government, our NHS and the wider public sector.

In the past five years, we’ve seen countless service design projects (both our own and those of other agencies) struggle to get delivered through consultancy, and it can be unsatisfying for both the team and the organisation investing in them.

We’ve also noticed an increase in the number of technology companies with product oriented models being awarded work by designing multi-channel services. This is generally being done without having the in-house skills to undertake the work, or expertise to build capabilities of organisations, leading to badly designed services and unsustainable delivery models.

“We need the NHS’s staff and patients to benefit from this talent [in the marketplace] and we need this talent to see the NHS as a brilliant market for their innovation.

The new NHSX CEO, Mathew Gould summarised what the market needs far more succinctly than I could. For organisations supporting the NHS to deliver world class health services to work differently, he said; “We need the NHS’s staff and patients to benefit from this talent [in the marketplace] and we need this talent to see the NHS as a brilliant market for their innovation. All this means a clear approach — creating the platform for digital innovation and creating the standards that will allow that innovation to plug in safely. It means not competing against the market and resisting the urge to build or commission everything ourselves”

We are facing a reality where government, the public sector and many other large organisations have and will become platforms on which products and services are built. To do this we need open, ethical organisations who can take on this challenge, build real partnerships with these organisations and build their capability so that they are able to deliver these services sustainably.

More importantly, these organisations need to be able to make these partnerships well in the first place, and that means rapidly increasing their capability in design, from policy downwards.

The route of delivery

Right now, Snook simply doesn’t have the scale to be able to do this on our own. This is why we’ve chosen to take Snook to the next level by integrating with a partner that can help us achieve this mission.

There are two main options open to agencies looking to do this — work with a large consultancy firm, as so many other agencies have done, or work with a delivery one.

We chose delivery for all of the reasons I talked about above. The strategy, after all, is delivery — not more strategy.

Our exciting news

I’m excited to announce today that the partner we’ve chosen to join with is Northgate Public Services (NPS).

What we needed to find was an organisation who had a deep expertise, knowledge and platform for scaled delivery. That’s what NPS has.

If you don’t know NPS, they have helped to screen more than 10 million babies for hearing loss, maintained over 21 million people on the NHS Organ Donor Register, provided 50% of police forces in the UK with vital frontline information and supported 150 social housing providers to deliver efficient services to tenants across the globe.

They have the scale and technology, we have expertise in user centred-design that they want to bring deeply into their products.

This move marks a change in both the pathways of Snook and NPS. For Snook, this means scaling the level of delivery we’re able to offer, and for NPS, this means becoming a design-centred, user-led organisation.

The design studio model of yesterday is in danger of becoming obsolete for the type of capabilities the sector is calling for, and we want to ensure we’re listening to the patterns we’ve witnessed.

For me, this integration is about both Snook and NPS creating the type of organisation a 21st-century public sector needs in order to deliver great services.

Part of this means accelerating the independent initiatives we’ve started, like our work on inclusive recruitment, our Design Patterns for Mental Healththe User Research Library and Design on the Inside.

Working with NPS will provide us with the ability to invest in building these platforms in the open, with an aim to support wider sectors for good beyond our own work.

We don’t see this as ‘tacking’ design on, this is about fully integrating user-centered design into the heart of a delivery organisation that can not only innovate but sustain and maintain delivery.

What’s next?

Firstly, it’s important to say, Snook isn’t changing.

Our mission, name and services won’t change. We’re committed to continue the work we’ve been doing and will work with NPS to build a shared capability in Service Design, transformation and delivery.

We will still have our studios in Glasgow and London, and continue to invest in the skill development and pathways of our team to grow and hone their talent.

We are however growing, and we will be hiring.

We will be developing our skills and offer in digital product design and transformation more deeply by integrating our teams together.

We want to go beyond our client expectations and set the vision of what great looks like, and we can now do this at scale. There are a number of critical things we want to ensure happens in our work together with NPS;

  • All the services we design, past and present, consider user needs first, building services that work first time for those who need them
  • We live in a world where services work inter operably, exploring how our platforms can be open to enable this
  • Ensuring all of our products and services are accessible
  • Developing critical thought on user data

Further to this, we have always advocated for preventative models of care and service. With scale and data, we can begin to explore and test preventative health and care models and explore how to ethically bring these to life in the sector.

To make sure that all of these things get delivered, I’m going to support Snook in a new role as Chief Digital Officer for NPS, and join the executive team at Northgate. I’m excited to be operating at this scale and set the pace for a company to develop deep capabilities in Service Design and human-centered design.

Opportunities like this don’t come along often, and when they do, you know it’s right. I’m proud of Snook past and present who have taken us to this stage, and even more excited about what the future holds.

You can read the NPS press release here.

You can read my personal blog on the last ten years of Snook here.

It goes without saying, there are some people who I owe dear thank-yous to for being part of the Snook journey to date:

Lauren Currie — Co-founder with me at Snook who I shared many laughs and cries with for the first half of the Snook journey.

Cassie Robinson — A dear friend, confident and board member who helped Lauren and I start up Snook in the first place.

The early crew — Andy Young and Kirsty Joan Sinclair who really solidified the early portfolio of Snook.

Our first project ALISS — Peter Ashe, Christine Hoy, Andy Hyde who we shared our first project with and invested a whole lot of love into bringing people together to design a system to support people with Long Term Conditions.

Glasgow School of Art — In particular Gordon Hush who’s been a long time support and let us set up an office in the art school for our first six months and Irene Macara McWilliams who made me think hard during my masters year.

Open Change — Known as Mike Press and Hazel White who supported us during the early days and continue to be great friends in the world to build more design in Scotland.

Our board — Stuart McDonald and Scott Cain who have provided fantastic support and asked the hard questions of me.

My partner Lou — Who has shared the joys and the pain of this bumpy ride for the past four years and helped keep me sane, without Lou, I’d have given up.

Friends and family — There are FAR too many of you to mention, but you know who you are. Thanks for supporting this first part of the ride.

All of the Snook team and extended family — Snook is nothing without team and I’m eternally grateful you’ve joined the journey for however long or short in our mission. You know who you are and there are too many to name individually that would favour anyone, so a deepest thank you.

Valerie Carr — My longest standing Snook, super mum and all round fantastic role model. Thank you for standing by me and continuing to invest so much of yourself into what we do at Snook.

Simon Smith — Our strategy director who’s really supported me in turning the company around in the last year by investing so much time internally to get our wheels turning smoothly and helping to make this move happen.

NPS, and Steve — for making this an easily smooth ride. It’s been a pleasure this far and we’re looking forward to working with you.

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Not to brag but we’ve been hacking for some years now. Here we’ve updated and expanded on our 2015 blog post to let you know why we still love hacks (and why you should too).

Hacks defined:

A hack is a time-restricted, issue-exploring, and idea-generating event, where participants come together to create a series of potential solutions to a problem and quickly test them in the real world. The ideas themselves might be realistic or impossible, obvious or completely wild. In any case, the strength of a hack lies in the insight you can gain into why a problem occurs and in the transformation from thinking about what the solution must be to understanding the many solutions there could be. Hacks are never the end of a journey, but they are often the first step on the road to real change led by a group of enthused team members who can own the process and transform an organisation. Also, there is coffee and, quite often, cake.

20 reasons to hack – and love it

1. Tackle a wicked problem “That’s just something we can’t change”, “this same thing comes up again and again”, “we’re in a vicious circle”. Hacks are a great place to address your ‘wicked problems’; things which seem too big, too complicated, or too impossible to solve. You might not uncover the perfect solution right away, but it’s a chance to bring all actors, stakeholders, and knowledge together to move things forward and start addressing these ‘impossible’ issues. 2. Research against the clock Time is precious, especially when it’s comes to a hack. You can’t research the whole world, but if you use your time wisely you could find a golden solution. Hacks are a great way to help you recognise your limitations, prioritise, and know when to stop. 3. Test your skills in the real world It’s always healthy to get away from your desk and experience the world outside the office. Go on, step outside, see the problem in the real world and get to work on it. 4. Work with people with different expertise The best hacks bring together experts with different backgrounds from across society. Remember, we’re all experts in something and all have knowledge to contribute in a hack. Work alongside and learn from people working at every level of an organisation, with end-users, with people who work with your end-users, and with partner organisations. Have your mind and your network expanded. 5. Learn to use open data Data and datasets can be scary words if you don’t deal with them every day, and even scarier when you are trying to consider how to make use of this data in a meaningful way. Use a hack as a chance to rummage around in the depths of your organisation’s data and discover what it can teach you about your users or how it can help to make an experience better for them.
hack main image
6. Experiment with service design It’s a brave new world out there, and service design is part of the ever-growing landscape. Believe it or not, ‘doing design’ is very simple. It’s really just problem-solving in a way that puts the needs of the people involved first. At a hack you can have a go at using the tools that help designers solve problems. Paper templates, programmes, and methods will help you to understand and communicate a problem quickly and work through it with confidence. Tools aren’t mandatory and they certainly aren’t homework; but they can be a great way to kick off your thinking and create solutions to everyday issues. 7. Develop your business skills It’s one thing to have a good idea that fills a need but it’s another to turn it into a viable business. Polish up your skills in a friendly, fast-paced environment by iterating your ideas, developing your pitching skills, and meeting possible future collaborators or customers. 8. Brainstorm like never before There’s nothing like a good brainstorm to generate creative, radical solutions. It’s all about quantity over quality in a hack. You only have a few hours or days so don’t fret about landing on the perfect idea straight away. Have lots of ideas, have them often, and test them straight away. 9. Meet your future employers or employees Looking for your next big break or employment opportunity? Hacks can be a great space to seek out opportunities and identify exciting individuals for your next business adventure. They’re also a great place to meet other talented individuals and be inspired by how they work. Maybe they’ll be the next addition to your organisation? 10. Prototype at the speed of light Make it fast and make it now. Rather than having endless discussions on what exactly the right thing might be and what it might look like, hacks are the place to make it first and ask questions later. It will all get a little bit Blue Peter, but by building things, by bringing them to life, we can quickly understand how they might exist and work in the wild (…or how they won’t!). You’ll be amazed how quickly you can pull together a rough draft and how much you can learn from even your earliest prototypes.
11. Test ideas with real people When we try to solve problems, it can be very easy to make assumptions about what other people will respond to. The key is testing our assumptions and then adjusting them according to our findings. Until you’ve tested your prototype with ‘real people’, it’s just a model. It’s natural to want to ask people ‘what they think’ of your idea, but at a hack you’ll be persuaded to actually let them experience it, to observe how they interact with it, and to iterate based on what you learn. 12. Learn to pitch ideas Hacks are the perfect place to pick up and practise those all-important pitching skills. Practice makes perfect, and believe us, you’ll be pitching endless amounts of ideas throughout a hack; to your team, to ‘real people’, and to all the hackers. 13. Get inspired! Meeting new people, thinking on your feet, and discovering new ideas and solutions in a fast-paced environment is a great way to get the inspiration flowing. 14. Experiment with new technologies Whether you are computer shy or tech mad, hacks are the perfect setting to get to grips with new technologies and see where they could take you. Remember, you’re working against the clock; it will be messy, you will break things, but then you might just put them back together again. 15. Make friends Meet people who think and operate similarly or differently to you, learn from each other and you might just end up building friendships that last longer than the end of the day.
16. Develop leadership skills In such a team-based working style, which increasingly mirrors our working lives, you’ll all need to play leader at some point. A hack is a great place to experience and try out different leadership styles, and see how people respond to them. Which styles work for you? For your team? Is it better to lead from the front, behind, or in the midst? A hack lets you figure it out, creating a sturdy basis for the next time you’re in charge. 17. Give public speaking a go (if you want!) Hacks are spaces where failing is encouraged and celebrated. You’re all working towards the same goal, so your audience is always behind you. If you’re a nervous public speaker, it’s a great place to swallow that fear with the support of your teammates, fellow hackers, and facilitators, as well as learn from others. 18. Turn great ideas into start-ups Most hacks operate under the ‘creative commons’ concept; the ideas generated there exist in the public realm, available to all. However, don’t worry about ‘keeping your idea to yourself’. An idea is nothing without an audience and a movement around it, and particularly without an enthusiastic and varied team. Use hacks to explore your ideas with others and bring them to life. 19. Brush up on your team skills There’s no I in team, and there isn’t in hack either… The great thing about a hack is that in such a short timeframe you’ll quickly find yourselves divvying up the tasks, finding new ways to bring everyone’s ideas together. By the end of the event you’ll have no clue which idea was whose and you’ll be one slick, problem-busting team-machine. 20. Most importantly, have fun What better way to figure out problems than having fun while doing it? There will be rubber chickens, there will be moments of spontaneous hilarity, there will be the silliest of ideas. Creativity comes best to us when we are enjoying ourselves. We’re curious creatures and exploring problems and ideas with others really sparks our imagination. Even when things get tough, your facilitators will be there to help you step away from yourselves for a while and to reset your mood. You’ll laugh long and hard at a hack, even if you don’t think you find rubber chickens particularly funny.

“The experience of Snook guiding without intrusion and providing the right environment where all comments and ideas are potentially valid is one that could be mistaken for chaos, but is probably closer to genius.”

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In order to design effectively, we aim to understand what people truly need and how those needs fit into their lives.
Research interviews and workshops can lead to deep conversations and may tackle sensitive subjects head on. Some of these discussions will resonate with us more than others. When something touches us we may find that our mind wanders, we might even get flashbacks, feel stressed or find ourselves struggling to ‘shake off’ what we have heard. We might experience emotions that are slightly out of synch with what’s happening, be more angry or sad than the situation warrants. When that happens, we’re not available to those around us – colleagues or participants – or to ourselves. We need to be able to look after ourselves first so that we can support others. This doesn’t always come naturally so we need to prepare ourselves for these difficult moments. We need techniques to ‘ground ourselves’, to stay in the present – before we can respond. It doesn’t take long, often just a few minutes to breathe. This article is gathered from our own experiences. It does not constitute professional advice. If you are worried about your mental health or that of someone else, please contact your GP or some of the organisations mentioned at the end of the article. Some of the techniques below may feel very foreign at first, but they work. I would encourage you to practice them with an open mind and discover the techniques that work best for you.

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 experience

It’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 subjecthow 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
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How design patterns can help deliver better journeys across providers.
We sit in a no-man’s-land. The contested space for bikes, buggies, wheelchairs, bags and the occasional pet. A man who has just been wheeled on board asks if I can pass his bags. The attendant has left them out of reach and he needs to work. He is smartly dressed and makes this commute twice a week. He travels to the city for work on Mondays and returns home on Thursday for the weekend. The attendants often leave his bags out of reach. Sometimes they put them on his lap as they push him through the station. This hurts his legs. He jokes that today he is glad to be on board. Sometimes he is left in the waiting room, watching his train departure time come and go without anyone coming to help him on board. He is forgotten. Occasionally, Passenger Assist forget to take him off the train. He remains on board, travelling up and down the line until someone helps him. [caption id="" align="alignnone" width="1892"] Illustration by Julia Scheele[/caption] Over years of conducting user research on buses, trains and planes, we’ve heard far too many stories like this. The Deaf student who ended up stuck on a train back at the depot after the service terminated early. He missed the audio announcement, and no one thought to check if there were people still on the train. The woman with the broken pelvis waiting for nearly an hour for someone to come and help her carry her bags between the train and taxi. The autistic child who was distraught at having to change trains three times in one journey and not being able to sit in the same seat. Too often we find out that people with a range of mental health issues consider navigating public transport too stressful. Negative experiences like these often lead to people giving up on public transport, feeling safer and happier in private vehicles. This though further segregates them from society. Once people have invested in a car, they are unlikely to switch back. There is some great work being done by the likes of NeatboxWest Midlands Railway and others to overcome many barriers to travel for people with a range of physical and mental health needs. These stories and many more have several common features:

1. Problems that could be designed-out in advance

Most of the issues could have been planned or designed-out in advance, by involving users in the design process and testing prototypes with a range of people before implementation. From physical challenges like the poles on trains that prevent wheelchair passengers from passing, or digital signs with road names being placed behind the wheelchair seat on some buses. To more complex challenges like the autistic child wanting to sit in the same seat number for a rail journey.

2. Friction at boundaries

The majority of challenges also occur in the changes between transport modes and providers. Where transport providers have a support service, this often does not cover the end-to-end passenger journey, only the part provided by that organisation. Providers need to help their customers reach their destination. This highlights a key opportunity for Mobility as a Service (MaaS) concepts to better connect multiple modes and create an easier journey for passengers with accessibility needs.
[caption id="" align="alignnone" width="1892"] Illustration by Julia Scheele[/caption]

3. Human error and misunderstanding

Things go wrong with human interactions, often unintentionally and due to a lack of awareness. The heavy bags that were placed on the wheelchair user’s lap, the driver who announced the train termination over audio without realising there may be a Deaf passenger on board. All of the stories are everyday journeys that people should be able to make easily and without unnecessary stress. This suggests that staff roles need redesigning to provide a great experience. Ensuring all customer-facing staff have the right training, such as specific disability awareness and mental health first aid. Enough time to help people and treat them as individuals, emphasis on empathy as a job requirement, permission to be flexible when necessary. Research is also needed into the organisational processes and rules that are causing the current challenges.
[caption id="" align="alignnone" width="1892"] Illustration by Julia Scheele[/caption]
 
We need to design services that meet the needs of people with both physical and mental health requirements. And this needs to be across all transport services, not just special apps that work in certain areas or for one provider.

Design patterns for accessible and inclusive transport

Service design patterns offer a great opportunity to create more accessible transport services. Design patterns stem from architectural practice, such as making sure steps on stairs are equally spaced for ease of walking. They have since been applied in the service design world by GDSProjects by If and here at Snook to ensure consistent experiences for users across multiple services. Defining accessible design patterns for transport services would enable all providers to adapt their services to meet a range of needs, without each provider having to conduct specific research or design individual apps. Good service experiences go far beyond apps and design patterns could be used for better experiences at stations, planning travel, face-to-face with staff and over the phone. Furthermore, a set of standards would help hold providers to account when things go wrong or fall beneath an acceptable level. At Snook, we want to develop service design patterns for accessible transport as part of our mission to help deliver better, more human-centred travel. We are looking for partners and are exploring funding options, so if you are interested in working together get in touch! Email curious@wearesnook.com with the subject line Design Patterns for Accessible Travel.
[post_title] => Design patterns for accessible transport [post_excerpt] => [post_status] => publish [comment_status] => open [ping_status] => open [post_password] => [post_name] => service-design-patterns-for-accessible-transport [to_ping] => [pinged] => https://wearesnook.com/mobility-as-a-service/ [post_modified] => 2019-12-03 22:51:21 [post_modified_gmt] => 2019-12-03 22:51:21 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=18553 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [37] => WP_Post Object ( [ID] => 18464 [post_author] => 91 [post_date] => 2019-11-13 00:42:44 [post_date_gmt] => 2019-11-13 00:42:44 [post_content] => From being part of the team redesigning Social Security in Scotland and improving the experience of Deaf BSL users working with the Scottish Government, to rethinking the adult volunteer journey for the Scout Association. He has also designed and delivered workshops for Scottish Enterprise, Ted X and the University of Glasgow. He has experience in service design, user research, digital transformation, product design, workshop design and facilitation. He also brings with him years of professional photography and video production experience - enabling him to document and communicate the design process and bring projects to life. Originally from Cork, on Ireland's south coast, Peter moved to Scotland to study Product Design at the Glasgow school of art and has stayed ever since. Outside of work, you might find Peter at a trad session or gig in many of Glasgow’s great pubs and venues. In previous lives, having worked as everything from a content producer at the Edinburgh Fringe, commercial carpenter, and even a windsurfing instructor; Peter has a wide set of interests and skills. [post_title] => Peter Swanton [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => peter-swanton [to_ping] => [pinged] => [post_modified] => 2020-07-02 12:25:12 [post_modified_gmt] => 2020-07-02 12:25:12 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?post_type=people&p=18464 [menu_order] => 17 [post_type] => people [post_mime_type] => [comment_count] => 0 [filter] => raw ) [38] => WP_Post Object ( [ID] => 18444 [post_author] => 91 [post_date] => 2019-11-12 00:43:18 [post_date_gmt] => 2019-11-12 00:43:18 [post_content] => She’s a whizz at translating insights into opportunities, has a soft spot for design research, and enjoys facilitating the odd workshop. She channels her energy into injecting design where it’s needed most. Outside of Snook, Louise can be found digging around the charity shops, befriending dogs or watching movies. [post_title] => Louise Mushet [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => louise-mushet [to_ping] => [pinged] => [post_modified] => 2019-12-18 10:42:38 [post_modified_gmt] => 2019-12-18 10:42:38 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?post_type=people&p=18444 [menu_order] => 18 [post_type] => people [post_mime_type] => [comment_count] => 0 [filter] => raw ) [39] => WP_Post Object ( [ID] => 18547 [post_author] => 90 [post_date] => 2019-11-11 18:11:10 [post_date_gmt] => 2019-11-11 18:11:10 [post_content] =>
Ten years ago we couldn’t have imagined the connected world we now live in. The possibility of MaaS (Mobility as a Service) and the integration of various transport services into a single, on demand product – was a long way off. It was a conceptual Northstar that didn’t have the right data infrastructure or technology to land on. The announcement in March 2019 that City Mapper would be launching a (rival) travel card to TFL offering cheaper tariffs plus a bus service, that utilises user data to run smarter routes, brings us closer to understanding what this might look like in practice. However, what cost will this have to our public transport infrastructure?
[caption id="" align="alignnone" width="1892"] Source: citymapper.com[/caption]
Whether commuting, shopping or making a one off trip, MaaS benefits when thinking about it from a door-to-door perspective (your home to place of work, or end location) and by asking how seamless journeys of value can be built for customers. As policies like ULEZ have finally become a reality in cities like London, traditional product companies (like car manufacturers) are having to quickly consider how to integrate their products with wider public transport systems whilst looking at all transport modes, as a co-operative interconnected system.

It’s always been my belief, that the major players in the system –  from public transport providers to car manufacturers – can benefit from Service Design.

Service Design helps us explore the end-to-end experience of users and the underpinning of the business model in how it is delivered, and what value there is for the user. The tools of Service Design give us a space to explore and develop these new joined up travel systems, all from the perspective of the end user leaving the front door.

Bringing Service Design to the world of transport

Our journey into transport began in 2011. We worked with the brilliant Dr. Steve Cassidy at MMM Group, a global mobility consultancy. With them, we developed the “MMM Doers toolkit” which sought to integrate the core tenets of design practice into MaaS. We adapted our service design methods that we were using at the time within Government and healthcare, and focused them on transport, developing training for Steve and his team.
[caption id="" align="alignnone" width="1892"] Source: mmmgroup.com[/caption]
Our adaptation focused on the testing side of design, detailing how the methods and approaches could be used to identify behaviour change around transport and how they could encourage more active travel. Working with their vision for a MaaS model, we were able to play around with strategies for business model design through a service lens with added user value. For example, we looked at being able to shop and order shopping on journeys home; to shared service models for carpooling. After this project, it became clear to us that transport can benefit from taking a user-centered approach. It can be used to reconsider how it constructs itself as a whole system around the user – providing vision on how partnerships across places could be developed to meet these needs. We still see a major lack of joined up travel options for users, particularly in rural locations. Much of this eventually comes down to a lack of visionary partnership in how needs can be met, and a joined up user journey enabled.

With a platform infrastructure, we can design alternative travel options

A big interest that evolved from this work was how to encourage active travel into an everyday journey. We had the fortune of working with MMM on prototyping an app that would encourage city commuters to walk an extra one or two stops whilst waiting for the next bus/train. In this scenario, by demonstrating more prototyping, a better case could be made for investing in these concepts as you can actively show potential behaviour change. This was only possible due to the emerging technological capabilities that utilise local transport data.
Our depth of knowledge in this field increased when we worked with the great team over at Run Friendly on The First and Last Mile – changing the everyday journey on behalf of Go-Ahead. We delivered the user research that showed the benefits that might be happen if people switched from car travel to public transport. Plus, we helped build a case for people to use active travel modes for the journey to and from the railway station or bus stop. Through this work we confirmed the value of taking a user-centered approach to travel and the benefits prototyping can provide – in understanding user needs and behaviour change in the door-to-door journey.

In the world of Maas, everyone is your user

Much of our disjointed travel systems are a result of conflicting politics. Service Design has a real role to play here. If we really are to engender seamless transport systems we need to look at how end-to-end journeys can be delivered through partnerships. By mapping the user journey we want to see, we can work back from the user experience to look deeper into how the system needs to operate in order to enable it. We can still disagree and protect our ‘share’, but by looking from a user perspective and needs, it provides us with a vehicle to discuss what ‘could be’ and root our own interests around this. This will be about openness and standards. These partnerships need to look at how they safely open up their systems and data in order to connect with one another. This requires standards, APIs, and a number of open system approaches that will allow innovators and companies to provide connected offers to customers. By bringing it to the perspective of the users, it will hopefully result in all players in a transport system developing integrated offers that give us seamless, cost effective and connected opportunities for travel.
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Snook — Privacy Policy

This is the privacy notice of We Are Snook. It was drafted with brevity and clarity in mind and does not provide exhaustive detail of all aspects of our collection and use of personal information. You can read more about our privacy policy here and we’re happy to provide any additional information or explanation needed beyond that. Please get in touch if you have any questions or queries by emailing us on curious@wearesnook.comphoning, or writing us. The privacy notice is valid from 25th May 2018. We keep our privacy notice under regular review, it was last updated in May 2018.

How we use your information

This privacy notice tells you what to expect when We Are Snook (also referred to as Snook) collects personal information. It applies to information we collect about:
  • people who visit our websites and social media channels
  • people who email us
  • people who use our services (including our newsletter)
Note that people who participate in our research or apply to work with us will receive an extended version of our privacy notice. This privacy notice does not apply to businesses or organisations. Under the General Data Protection Regulation individuals have the right to make a request for information, rectification, erasure, restriction, transfer, and/or object to the processing of their data. If this concerns you, please see more information about your rights and how to use them below.

People who visit our website

We use a third-party service, linode.com, to host our website wearesnook.com. We collect anonymous information through linode.com as well as the third-party service wordpress.com about users’ activity on the site, for example the number of users viewing pages on the site, to monitor and report on the effectiveness of the site and help us improve it. For more information about how Linode and WordPress processes data, please see their privacy notices. When someone visits our website we also use a third party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to find out the identities of those visiting our website. If we do want to collect personally identifiable information through our website, we will be up front about this and ask for your explicit consent. We will make it clear when we collect personal information and will explain what we intend to do with it. Our website uses cookies to save browsing preferences and to optimise users’ browsing experience. You can read more about how we use cookies in our cookies policy. Snook uses a third party service to help maintain the security and performance of its website. To deliver this service it processes the IP addresses of visitors to the website. This privacy notice does not cover the links within this site linking to other websites. We encourage you to read the privacy statements on the other websites you visit.

People who e-mail us

We use a third party provider, Gmail, for our email services. Our provider uses a Secure Sockets Layer (SSL) to encrypt and protect email traffic.  Messages are sent using SSL between Snook and Gmail. However, you should be aware that any emails we send or receive may not be protected in transit. We will also monitor any emails sent to us, including file attachments, for viruses or malicious software.

People who use Snook services

We Are Snook offers certain services to the public, such as subscribing to our e-newsletter. We have to hold the details of the people who have requested the service in order to provide it. However, we only use these details to provide the service the person has requested and for other closely related purposes. For example, we might use information about people who have signed up to our newsletter to carry out a survey to find out if they are happy with the content they receive. It will not be disclosed or shared for any other purpose. When people do subscribe to our services, they can cancel their subscription at any time and are given an easy way of doing this.

People who sign up for our e-newsletter

We use a third party provider, MailChimp, to deliver our monthly e-newsletters. We gather statistics around email opening and clicks using industry standard technologies to help us monitor and improve our e-newsletter. For more information, please see MailChimp’s privacy notice.

Access to your data

Under the General Data Protection Regulation individuals have the right to make a request for information, rectification, erasure, restriction, transfer, and/or object to the processing of their data. Find out more about your rights on the Information Commissioner’s Office website. A request for any of the above can be done verbally or in writing by using our contact details. In order to fulfil the request we must be able to verify your identity and may ask for further details about you and your contact with Snook. We will respond to a request within one calendar month of receiving it, free of charge. However, if the request is complex or there are numerous requests we may extend this deadline by a further two months and/or charge a fee, we will notify you if this is the case and explain why.

Complaints or queries

We Are Snook tries to meet the highest standards when collecting and using personal information. For this reason, we take any complaints we receive about this very seriously. We encourage people to bring it to our attention by using our contact details if they think that our collection or use of information is unfair, misleading, or inappropriate.
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We’re helping 5rights get the word out on their call to action to make a submission to the Information Commission Office (ICO)'s consultation on the Age-Appropriate Design Code.
The 5Rights Foundation exists to ensure that children’s rights are observed online. Children’s rights are not optional, however inconvenient.
The Age-Appropriate Design Code was brought into UK legislation by Crossbench Peer, Baroness Kidron, with the support of Parliamentary Under-Secretary, Department for Digital, Culture, Media and Sport, Lord Ashton of Hyde, Opposition Spokesperson, Lord Stevenson of Balmacara, Conservative Peer, Baroness Harding of Winscombe and Liberal Democrat Spokesperson, Lord Clement-Jones of Clapham.
It represents an opportunity to address the asymmetry of power between children and the technology they are using. 5Rights Foundation will make its own submission to the Information Commissioner’s Call for Evidence in September, their initial thoughts are here in a wider briefing.
Their key recommendations for the code are;
The Code must offer a high bar of data privacy by default.
This would reverse current industry norms and would apply, as standard, to all devices and online services likely to access a child or be accessed by children.
Routine failure by an online service to adhere to its own published rules including; joining age, community rules, terms and conditions and privacy notices, should be considered a breach of the Code and subject to enforcement penalties.
Geolocation must be off by default.
Unless a geolocation is service critical (to be determined by the Information Commissioner), it should be off by default.
Childhood Impact Assessments as standard for all existing services and products, and new services and products prior to launch.
The “move fast and break things” and “fail furiously” culture of the technology industry does not hold the best interests of the child as their primary consideration. Introducing child impact assessments before services and products are rolled out would circumvent some of the most obvious data risks. The Commissioner might consider using the Responsible Innovation Framework as defined by the Engineering and Physical Sciences Research Council.
The Code must introduce universal reporting standards (RRP).
By which we mean the steps a child takes, the information offered, and outcomes of reporting should be similar and therefore become familiar to a child as they grow up. We do not mean that a site cannot use its own brand or speak in their own branded voice.
The Code requires a commitment from government for enforcement.
Unless there is a meaningful likelihood of enforcement, then the ISS are not incentivised to implement the Code in ways that are robust and effective. The ICO needs sufficient expertise and resources, and given the huge wealth of some ISS, the backing from the treasury to fund enforcement.
Making a submission
You can make a submission to the ICO's consultation on the Age-Appropriate Design Code (closing date 19th September), either as an individual or an organisation. Further information on children's privacy and the Age-Appropriate Design Code can be found on the Information Commissioner's blog.
The 5rights foundation is always open to hearing your questions, thoughts and any additions or corrections on their briefing paper, which can be sent to info@5rightsframework.com.
It is important for the Information Commissioner to hear from a broad range of people, so if you know other people and organisations in your professional or personal life who care about the experience children have online, please encourage them to engage with the submission. They may do so independently but are also welcome to attend a briefing session held by Baroness Kidron on the following date;
Tuesday 4th September, 12:30 - 14:00 in Westminster.
If you would like to attend the session, please email info@5rightsframework.com.
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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 well

In 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.
  1. BRIDGE (Building Relationships in Deprived General Practice Environments)
  2. Care Information Scotland Service Redesign
  3. Responsive Interactive Advocate (RITA)
  [caption id="attachment_14761" align="aligncenter" width="1024"]bridge project BRIDGE project workshop. Image: Snook[/caption]

BRIDGE

BRIDGE 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"]cis_workshop Care Information Scotland: project workshop. Image: Snook[/caption]

Care Information Scotland Service Redesign

This 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 conclusion

We 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 ) [48] => WP_Post Object ( [ID] => 14546 [post_author] => 21 [post_date] => 2017-04-27 14:48:21 [post_date_gmt] => 2017-04-27 14:48:21 [post_content] => [post_title] => Shaping policy whilst building a product [post_excerpt] => From research, prototyping, and testing to launching a website and shaping policy - this is Good Finance. [post_status] => publish [comment_status] => open [ping_status] => open [post_password] => [post_name] => good_finance_launch [to_ping] => [pinged] => [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=14546 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [49] => WP_Post Object ( [ID] => 13416 [post_author] => 18 [post_date] => 2016-09-29 09:28:17 [post_date_gmt] => 2016-09-29 09:28:17 [post_content] => It’s been a while since we updated the story of our BadgeMaker project. What follows is the transcript of the presentation given to the UFI VocTech Showcase in London on September 28th and at the Open Badge Networking Group in Glasgow on September 29th. It’s been a hard journey, but we’re getting there. The UFI Charitable Trust funded the project and their unwavering support as we hit roadblocks has been invaluable. Throughout the project, Borders College have involved their learners, lecturers, digital learning and IT teams to make the project deliver real impact for future learners. View BadgeMaker presentation

Showcase new skills

Inspired by Scout badges, Open Badges are an international standard to inspire people to learn new skills, recognise and showcase those skills, in particular to employers. BadgeMaker’s brief was to support innovation champions in Borders College to build an Open badge prototype. We worked with learners and lecturers to explore how Colleges can use badges to challenge users to try new skills, like submitting their assignment as a podcast instead of a written paper for example. The co-design with young people showed that open badges help learners put their learning experiences in perspective, use them as assets to reach their objectives for their next destination.

Identify the barriers

We also worked with lecturers and managers to identify the barriers to adoption, in this case around buy-in, resource and technical constraints. The insights from the business case and stakeholder research moved us away from a commercial solution to a free open source Moodle plugin to improve the Open Badge experience.

Crafting an original approach

There isn't a single Open Badge solution for all organisations. We want to look at the needs, constraints and opportunities and support each organisation into taking their first steps into digital badges. We want to guide to the platform most appropriate for them - as a short, medium or long-term solution - and fill the gaps in the offering if need be. Offering the best possible solution in this initial implementation is key to building support. Instead of bringing people to an open badge platform, we see potential in bringing open badges into their existing learning environment. It allows users - from learners to educators and managers - to experiment with badges, to observe the benefits and deal with the barriers one by one. We know that openness, innovation and out-of-curriculum activities could be challenging. For this to work, our research has shown the benefit of free and open source solutions as any outlay - no matter how small - can be a barrier.

Free and open source

By making the Moodle BadgeMaker plugin free and open source, we hope it will allow the 200,000 College learners in the 26 Colleges in Scotland who use Moodle (and eventually 3,000 organisations in the UK) to experience open badges. The plugin opens access to the criteria and the evidence so that learners can showcase their skills and the quality of their work to prospective employers. It also allows Colleges to embed badges throughout Moodle to increase take up. It shows the progress with the number of badges increasing in the dashboard.

Sometimes innovation is the small stuff

Focusing on such a small change isn't an easy choice for designers who live and breathe UX and end-to-end user journeys. Free open source isn't an obvious choice for a small business focused on sustainability. In this case, it was all about impact and the hundreds of thousands of learners who don't have access to Open Badges because their institutions can't afford it. Sometimes innovation is the small stuff. employability_badges_edited

BadgeMaker launch

On 29th September 2016, we officially launched BadgeMaker with College representatives and people interested in the Open Badges arena. Dr. Doug Belshaw, our keynote speaker, presented the past, present and future landscape for OpenBadges. Robert Stewart from Scottish Social Services Council told his story of developing Open Badges and lessons learned. Anne and Marie shared our BadgeMaker journey and a demo video. The launch ended with a workshop led by Marie for participants to experience the open badges process by reflecting on skills they used during a transitional points in their life using our Skills Story Tool. A detailed blogpost is coming soon to recap the launch. badgemaker-launch1 Watch our BadgeMaker demonstration video:

Plans for the future

Our long-term goal is to embed open badges throughout the College experience inside and outside the Curriculum. Open badges really fulfil their potentials when we can build a complete picture of our learning journey throughout our lives. [post_title] => BadgeMaker is ready to launch [post_excerpt] => Discover the Badgemaker free and open source solution to improve the Open Badge user journey in Moodle in partnership with Borders College [post_status] => publish [comment_status] => open [ping_status] => open [post_password] => [post_name] => badgemaker-update [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=13416 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [50] => 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! 22028608786_e08608ec63_z

1. Aye Mind GIF workshop

Workshops, 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. 22028608786_e08608ec63_z

2. The new studio hunt

Our 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!

whoseroundsadgirl-min

3. Whose Round and Cash for Kids fundraising

Using 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. img_7932-copy_1340_c

4. Jam Jam Jam

The 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. IMG_5502

5. Auburn Snooks

Another 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.

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6. Community Alcohol Campaign

We 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 ) [51] => WP_Post Object ( [ID] => 12857 [post_author] => 16 [post_date] => 2016-09-05 16:00:41 [post_date_gmt] => 2016-09-05 16:00:41 [post_content] => When we talk about labs, hacks or jams what we mean is – an intense event where strangers from a variety of backgrounds come together to gather research, generate ideas, build and test prototypes on any given theme. Check out this post on the value of these Hacks. We have run hacks, jams and labs with organisations such as: NHS Ayrshire and Arran, See Me, Edinburgh University, Edinburgh Apps, Glasgow School of Art, Sustrans and Zero Waste Scotland – to name drop a few. We’ve also created CycleHack, a global movement tackling the barriers to cycling. So how do we get started? To kick off each lab, hack or jam we equip participants with these tips. They help people to get the most out of the event, getting them collaborating to produce innovative results.

1. Don’t fall in love

It’s easy to get attached to your first idea. Chances are, it’s probably the worst one you’ll come up with all weekend. Let it go!

2. Ideas are cheap

There’s no such a thing as a good idea, it’s really what you do with it that matters. Sometimes it’s a good idea to pursue the really bonkers one - it’s those ideas that can lead you to a completely new way of doing things.

3. Be more dog

By the end of the process, you won’t know who came up with which idea. The best collaboration involves letting go of your ego and being enthusiastic about your team. Greet your teammates and their ideas like they are the best in the world - even if you don’t agree. See where it takes you!

4. Yes and…

Is the opposite of ‘no but.’ How can you encourage your team to let go and think up great ideas? Every time you hear a new idea, build on it with ‘yes and’ rather than ‘no but’. Then watch your ideas grow in ways you never expected.

5. Prototype, prototype, prototype

Stop talking about your ideas, start making them. A prototype doesn’t necessarily have to be the snazzy finished thing. It could be a role play or a paper mock up. The most important thing about the prototype is that it allows you to test your idea. Can a person interact with? Can they touch, smell, feel your idea?

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6. Presentations are talking - prototypes are doing

It’s much better to have people experience your idea than to tell them what your idea is. Think about how best to make the idea come to life when communicating it to someone. If it’s a new type of restaurant can you serve people the food rather than describing the food? We run ‘Show Not Tells’ as a way of sharing ideas at our labs. Can you go one better than showing your idea - by having people experience it?

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7. Talk to strangers

Make sure your ideas and prototypes are based on insights you’ve gathered from the real world. ‘Can you tell me about your morning routine?’ ‘What are the best things about walking in your city?’. It’s scary to go up to strangers and ask them random questions, but gathering their thoughts will be fuel for idea generation, and testing your prototypes will allow you to improve them. Take a teammate with you and keep it fun - don't forget to keep laughing. There is never a point when you will feel truly ready to talk to strangers, and some of them won’t want to talk to you. But, It’s a necessary part of the process. Ignore what your parents taught you, go out and talk to strangers.

8. You can’t research the whole world

It is possible to simply overwhelm yourself with too much research. When you get to that point get your group together to write down and share what you found out - making sure to listen to one another to see where the connections are.

9. Doing not talking

It’s easier to endlessly discuss things than just get up and make them happen. In this fast paced environment, don’t spend too much time overthinking things; you can always improve on what you’ve got once you’ve made it. The magic comes from making your ideas come to life and testing them, rather than talking about whether or not they will work. If they don’t work - reiterate. Change something and try again or move to the next idea.

10. Failing is fun

‘One must let go of failure in order to take the risks necessary to gather research from strangers, come up with fresh ideas, prototype those ideas, test those prototypes, and improve on the prototypes.’ I wrote that quote just now. By the end of the process, it’ll be the people who failed the most who have learned the most, rather than the people who played it safe and stuck with ideas they knew would work.

11. It’s the journey that matters

Brilliant research will be gathered, ideas generated, lessons learned, all at a high speed. Make sure you enjoy it and don’t worry too much about getting every bit right. At the end of the day, your ideas won’t be perfect solutions or finished products. If you’ve allowed yourself to explore and have fun then you’ll walk away with the tools, skills and confidence in your own ability to be creative and innovate. Lot’s of these tips were inspired by the brilliant and wonderful Adam St John and Markus Hormess of the Global Service Jam. We have over 7 years of experience running hacks, labs and jams. Snook labs are invaluable for bringing together people to gather research, ideas and insights. Labs are a great way to move forward with solutions to tricky problems. They allow people to share ideas and experiences from lots of people. If you feel like the lab model could be useful for your business get in touch: curious@wearesnook.com. [post_title] => 11 of our Best Tips for Lab Participants [post_excerpt] => Find out our Top Tips for getting the most out of a lab event, helping people to collaborate and produce innovative results. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => tips-lab-participants [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=12197 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [52] => WP_Post Object ( [ID] => 12856 [post_author] => 16 [post_date] => 2016-09-05 12:51:58 [post_date_gmt] => 2016-09-05 12:51:58 [post_content] => At Snook, we always make sure that the projects we do with young people are engaging, and endeavour to use co-design in a way that is truly meaningful for everyone involved. Since 2010, we’ve ran a number of projects with young people, and we want to share what we’ve learned along the way. Alongside Young Scot, we created The Matter – a project where young people create their own newspaper and gain employability skills. For Aye Mind, a collaboration with Mental Health Foundation, Young Scot, NHS Greater Glasgow & Clyde, we worked with young people to create digital tools for mental wellbeing. We’re currently developing Badgemaker where young people will be able to gain badges for their skills. Here are our tips and methods.

1. A more meaningful icebreaker

During 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 wheel

When 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 everyone

We 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 first

Safety 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. Screen Shot 2016-01-08 at 12.59.51

7. Don’t preach to the choir

When 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 out

Meaningful, 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 curious@wearesnook.com [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 ) [53] => WP_Post Object ( [ID] => 12853 [post_author] => 29 [post_date] => 2016-09-01 13:35:59 [post_date_gmt] => 2016-09-01 13:35:59 [post_content] => Enrol Yourself is a platform set up by Roxana Bacian and Zahra Davidson aiming to harness the potential of peer groups, infinite content and a networked world for personalised, flexible and affordable lifelong learning. In this blog post, Roxana explains how the idea came about and how it works. From September, Enrol Yourself will be piloting a six month ‘learning marathon’ with thirteen participants, all professionals who want to push their creative development through setting learning goals they’ve been wanting to pursue, whether that’s acquiring a new skill, leading their own ventures or developing social innovation projects. The project’s early beginnings date back four years ago, when we met whilst working at Snook. We started having conversations about what work meant to us, how our personal values related to our working practice, why creative development and continuous learning mattered to us and most importantly how this fit with our day-to-day responsibilities. For myself, it started out of a need to explore different avenues for my work in design and beyond, into dance, writing and performance. I wanted to do this through short-term projects instead of long-term commitments such as a new job or degree. For Zahra, the idea for Enrol Yourself had grown out of several years’ work, research and thought, and whilst she had been thinking of applying for a master’s, she couldn’t find one that would truly tailor to her interest in design, sustainability and education, and the huge fee was a barrier too. Today, we have thirteen participants ready to kick-start their first ever learning marathon. We are encouraged to see others excited by the unbounded possibilities today’s world provides for learning. We are also looking forward to participating and understanding the needs of the learner at each stage of the journey, helping us build the tools that make personalised, lifelong and flexible learning possible for a wider group of people; from employees that need to meet the growing demands and responsibilities of their jobs to those for whom access to learning is a struggle. In order to get here, we've already started on a learning journey that has been made so much more positive through the support we've had from people within our networks and beyond. Starting with EdSpace who have offered us desk space and membership to their community: an extremely valuable chance to work alongside people transforming education; to Snook, who have offered us space to hold events and their ongoing feedback. We’re also thankful to UsTwo, Red Jotter, Forum for the Future and Coachbright for their ongoing support. There are many others we haven’t mentioned here, who’ve helped us in one way or another, whether through coverage, offering their expertise over lunch or the chance to share Enrol Yourself more widely. Between us we’ve met 40 people across several different countries to develop the idea through conversation. By going through this process we prototyped one element of a learning marathon: the value of networks for learning, which to us lies in building relationships, forming a collaborative web and framing our learning within collective thinking and practice.    Listen to 21st Century Design’s podcast to learn more about Enrol Yourself. Follow our progress on Twitter, Facebook or Medium. Applications reopen January 2017 for a second group to set out on their learning marathon. [post_title] => 13 learners setting out on a learning marathon [post_excerpt] => Enrol Yourself is a platform set up by Roxana Bacian and Zahra Davidson aiming to harness the potential of peer groups, infinite content and a networked world for personalised, flexible and affordable lifelong learning. In this blog post, Roxana explains what it is and how it works. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => learning-marathon [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=12166 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [54] => WP_Post Object ( [ID] => 12854 [post_author] => 21 [post_date] => 2016-08-12 15:24:17 [post_date_gmt] => 2016-08-12 15:24:17 [post_content] => Help to seamlessly guide people through the social investment labyrinth, educate them along the way and direct them down the right path. This is an objective we have been working towards, alongside Allen at NDP, for the past 6 months now. It’s been quite a journey but I’m excited to see our collective hard work - and that includes all our great helpers along the way - is coming together to crystallise the next iteration of Good Finance. Rewinding 6 months, Snook were brought on board by The Cabinet Office to leverage pre-existing research in the space and ensure existing insight was utilised. We all know research projects don’t always end up with something being created but here was our chance, alongside Big Society Capital, Access and others, to put the thinking into practice and develop something truly user-centred for the sector. We began by undertaking an extensive period of research to understand people’s attitudes and behaviour towards social investment. In doing so we could begin to understand their challenges and consequently their needs for a service of this nature. We spoke to a wide range of people up and down the country from charities and social enterprises that fitted the bill of our identified user groups and gradually began to build a set of personas to represent our findings. This research allowed us to identify common themes and opportunities for the service we were creating. It was the first time a project of this nature had been undertaken involving both sides of the conversation, investors and social enterprises/charities. Taking this approach allowed us to build the full picture of the landscape from both sides and ultimately helped shape the areas of focus for us to begin to define our offering. The key areas of opportunity being language, connection and knowledge. Our biggest finding was people’s confusion and lack of clarity around the language and terminology used within the social investment landscape. Acronyms and jargon are highly prevalent and in an already complex arena, this just adds to the noise. Connection was an area fast emerging as a key opportunity for Good Finance. This is a face-to-face world and we need to see Good Finance as a facilitator of connections, not a replacement for human interaction (a theme we encounter regularly in our work at Snook). Social enterprises and charities are looking for investors with a similar value set, the relationship will always come first for them. In terms of knowledge we knew going into this project that a core objective of the Good Finance service was to educate. This research has allowed us to drill into the detail around what users really need/want to know to ensure we are building a service that people will use. These themes were the springboard for developing the shape of our second round of research. At Snook we take a very hands on, iterative approach to user research and product development and at this point it was time to get stuck in. We held a number of paper prototyping workshops with charities and social enterprises around the country and worked side-by-side with these organisations to start co-designing parts of the platform that would address our key opportunity areas. We’ve explored diagnostic tools, matching services, connection widgets and much more. We are now in the process of developing, testing and iterating our digital prototype as we move towards the final phase of the project. I’d like to take this opportunity to thank those that have been involved in the Good Finance research. Every design project relies heavily on the participation of users and without all your valuable input we wouldn’t be where we are today - about to begin the development of a truly user-centered digital product to educate charities and social enterprises about social investment and help them navigate the market in a way that is meaningful for them.   We will be sharing the research report for this project publicly in due course. If you are interested in reading about our journey in more detail, and want to be kept updated on the project, please sign up to the Good Finance email updates here. [post_title] => Making social investment user-centred [post_excerpt] => Help to seamlessly guide people through the social investment labyrinth, educate them along the way and direct them down the right path. This is an objective we have been working towards, alongside Allen at NDP, for the past 6 months now. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => social-investment [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=12170 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [55] => WP_Post Object ( [ID] => 12849 [post_author] => 14 [post_date] => 2016-07-21 10:51:17 [post_date_gmt] => 2016-07-21 10:51:17 [post_content] => The first design-led adventure in London and Scotland is here - a joint venture between us and On-Off Group. Design Safari discovers Service Design and UX from companies who live by it and focuses on how to create a modern design-led organisation.  This is your chance to get on the inside of companies who are putting design at the heart of their delivery in the UK. Design Safari takes place this September with the first instalment of a series of events focusing on service design and user experience (UX) taking place across the globe in 2016 and 2017.
The inaugural “design-led adventure will be hosted in London and Scotland by organisations including technology giant IBM, media powerhouse Pearson PLC, the largest tech incubator in the UK, CodeBase, and the world’s number two travel search site, Skyscanner. In the face of widespread industry research showing that every company needs to harness design to succeed in the 21st century, there has been a high demand for the limited places available on Design Safari and we encourage applications to be made by early August.
"We know that for every £1 spent on design there is a £4 gain in net operating profit, over £20 net turnover and over £5 net exports. Design and a focus on user experience is now viewed as a critical competitive strength across companies of all sizes, helping organisations design and develop services that work and deliver value to people. We have put together an adventure that takes people into the heart of businesses who have adopted and are embedding this approach to see how some of the UK's best-of-class manage the process within their own organisations.”

- Sarah Drummond, Co-founder and Managing Director, Snook

The 5-day safari takes in London, Edinburgh, Glasgow and Loch Lomond and includes all visits, masterclasses, domestic UK travel, hotels and meals and will also be hosted by STV, the Scottish Government, Design Informatics, Loch Lomond National Park. [caption id="attachment_11997" align="aligncenter" width="1024"]Design Safari Design Safari: click on the image to find out more and register to participate[/caption]  

UX

As one of the fastest growing segments of the modern economy, UX is integral to global innovation, product success and business transformation. The corporate world is investing more in UX than ever before in 2016 but many are failing to fully leverage it. Since 2010, 27 companies founded by designers were acquired by larger companies like Google, Facebook, Yahoo!, Adobe, Dropbox, and LinkedIn. Russell Morgan CEO of On-Off Group UK said:
“The numbers don’t lie and whether you’re talking about a mobile app or a website, if you want customers to engage with the company and its products user experience is paramount. The companies who succeed over the next few years will be the ones who make design front and centre of everything they do. The whole concept of service design and UX scares a lot of people but it’s not as complicated to put in place than many people think.”
Steve Pearce, Global Design Director at Skyscanner, said:
“Design is everywhere. Design leader-ship stops it from being “all over the place”. Skyscanner has embraced design thinking and we ensure everything we now make has the braintrust of Engineering, Product and Design guiding it’s creation. We know we’re not perfect, but you’ll see how we’re now ensuring the design team is aligned as a team and with the organisation and can deliver real value to our customers and partners. Design is one of the few disciplines that is both art and science. When opertationlised well, it has a wonderful capacity to tangibly envision the future, and to glue desperate concepts together into coherent and meaningful experiences. We are at an inflection point on our journey to becoming the worlds most trusted and used travel brand. You’ll see first hand how 2 of our 11 offices feel at different stages: our London office just starting out, and our Edinburgh office in full capacity. You’ll also see what we’re doing globally, bringing coherency, consistency and continuity to our design system.”
 

Contacts

Russell Morgan +44(0)7555-902-382 russ@onoffgroup.com http://www.designsafari.co
[post_title] => Pioneering Service Design & UX programme Design Safari showcases design journey of IBM, Pearson PLC and Skyscanner [post_excerpt] => The first design-led adventure in London and Scotland is here - a joint venture between us and On-Off Group. Design Safari discovers Service Design and UX from companies who live by it and focuses on how to create a modern design-led organisation. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => design-safari-launch [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=11996 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [56] => WP_Post Object ( [ID] => 11829 [post_author] => 14 [post_date] => 2016-06-07 14:32:12 [post_date_gmt] => 2016-06-07 14:32:12 [post_content] => We're working together with Democratic Society on a project commissioned by the Government Digital Service exploring how the experience of online consultations, as run by Whitehall, can be improved.

What are we doing?

We've undertaken desk research to explore a range of questions related to consultation processes. Starting from trying to build a greater understanding of ‘what is a typical consultation process inside central government?’, we're identifying specific groups of people involved in the consultation process – civil servants and Ministers as well as wide a range of individuals and organisations who may or not respond to consultations. Alongside this, we'll be carrying out user research to understand the motivations and behaviours attached to the process, while working to identify what would make a good consultation experience for these groups. While offline consultation practices are not specifically explored as part of this work, we are aware that any online and offline consultation practices will need to support each other.

Join our research!

We’re keen to speak to a very wide range of people and organisations who are (or potentially could be) involved in consultations. This includes:   We're looking for people to participate in 1 hour interview within the UK. Are you interested?
  Fill out the form below and register interest to participate:
  *If you can't see the form, click here to open it in a new window.

What do we mean by ‘online consultations’?

The term ‘consultation’ doesn’t have a fixed definition in the UK. With a wide range of interactions between central government, citizens and organisations, it can be difficult to pin down exactly what this word means. However, for this project, we will be considering instances when central government is asking ‘the public’ questions to inform their decision-making process and/or as part of a statutory requirement. This definition of consultation doesn’t include process for gathering feedback from users or complaints services. It also doesn’t include responses to challenges initiated by Government such as the Red Tape Challenge or spontaneous interactions when a citizen or organisation may directly contact a department or Minister. However, we won’t be limiting our work just to the traditional idea of consultations – such as when a department may release a short questionnaire and invite responses. We'll also be looking at some of the more innovative methods that departments may use, including the use of deliberative online forums. For more information, head over to Democratic Society's blog page where posts will be published over the course of the project. [post_title] => How can online consultations be improved? [post_excerpt] => We're working together with Democratic Society on a project commissioned by the Government Digital Service exploring how the experience of online consultations, as run by Whitehall, can be improved. Join our research! [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => improve-online-consultations [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=11829 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [57] => WP_Post Object ( [ID] => 11787 [post_author] => 14 [post_date] => 2016-05-27 12:28:21 [post_date_gmt] => 2016-05-27 12:28:21 [post_content] => Third day here in Madrid with Democracy Lab looking at initiatives for democracy. The unconference-styled day invited everyone to pitch a lightning talk or a suggestion for a workshop. Topics included privacy awareness, open source democracy tools and bottom-up, citizen-led involvement.  Participants ranged from developers, researchers, activists, journalists, academics and designers who came together to showcase their work, demo products, debate and plan. Here are a few highlights of the day.   Data-driven, participatory fact mapping, Pattrn Open source and free, Pattrn maps for human rights, conflict monitoring, investigative journalism and research and analysis. Recently mapped out the Gaza conflict for Amnesty International and political violence in Africa. Pattrn builds on existing free software libraries and infrastructure and is self-hosted. Grab it, store it, use it.   Re-imagine the city with Hackity Want to improve your neighbourhood? Create, support and be involved in solutions? Hackity allows you to put out proposals for local improvement - be it a fault on the street or unused public space. Over 500 people currently use it in Madrid - both online through the platform and offline at Hackity dinners and co-design sessions to solve unresolved issues. Democratic Cities Lab Madrid 2 Photo: MediaLab-Prado   Online deliberation for massive groups through Baoqu Mapping conversations, no trolls and open source - are the key points for Baoqu, who haven't launched yet, but if you're interested in signing up to be part of their testing group, head to their website. If you are a Spanish speaker they have put up their presentation here.  

Irina Bolychevsky , Redecentralizing

Decentralisation is not just technical thing but also sits on a social level - it needs cooperation to function. It requires standards and many nodes working for the same goals. It’s democratic. There are some issues including lack of innovation - dominance of freemium, monopolies, no real choice and lack of alternatives. 

Quietly, some geeks are decentralizing the net. Again. Who are they? Why are they doing it? What new technologies are they using? How will this change the world?

Redecentralize interviews them and builds a community around this. Watch Irina talk about redecentralisation on this video.

The book webmarking tool, Worldbrain

It's a bookmarking tool but for the web. Fact-check web articles, PDFs and videos with custom annotations. You highlight a bit of text to organise, share and discuss your personal web research to build the foundation for verifying the internet with science.

Follow the next few days on Twitter: #DemocraticCities

[post_title] => DcentMadrid Democracy Lab Day 3: Unconference [post_excerpt] => Third day here in Madrid with Democracy Lab looking at initiatives for democracy. Unconference-styled day invited everyone to pitch a lightning talk or a suggestion for a workshop. Here are a few highlights of the day. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => dcent-madrid16-day3 [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=11787 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [58] => WP_Post Object ( [ID] => 11739 [post_author] => 18 [post_date] => 2016-05-25 15:45:40 [post_date_gmt] => 2016-05-25 15:45:40 [post_content] => “Everyone talks about the smart city” but the reality still feels like a distant mirage. The size of the opportunities is only matched by the scale and complexity of the changes. What if you could prototype a smart city? Research, design and evaluate how to implement new services and technologies. What if you could use a University, the place of research by excellence, to test smart city approaches on itself? This is exactly what the University of Glasgow is setting out to do with its new Smart Campus, prompted by the return of the Western Infirmary site to the University. When Future Cities Catapult commissioned Snook to help the University organise a business event around the Smart Campus, we set out to design the event as a service to the University and to the participants. We engaged with over 30 people through a series of interviews; an online survey and a workshop; gathering insights and working together to shape the event and maximise the value it might bring. A Smart Campus, in a smart city and smarter world The idea that emerged from Snook’s engagement was to gather and connect people interested in the wider context of smart city to exchange ideas and projects, identifying new ways to collaborate and support each other. "Once nurtured over time, would these connections help make the smart city a reality?" This was the aim of the Smart Campus Awareness and Networking Event which took place on 19 May 2016 at Cottiers in Glasgow, created by Snook with the support of Future Cities Catapult. In the beautiful setting of Cottiers, a stone’s throw  away from the University, Snook gathered 80 participants from a wide range of backgrounds (University, supporting organisations, corporates and SMEs). Using the giant name badges and a sticker game, Snook challenged participants to make as many new and relevant connections as possible. [caption id="attachment_11762" align="aligncenter" width="600"]Image: Snook Image: Snook[/caption] Participants were asked to explore and map possible futures together, and contributing their insights into a giant future tech and behaviours timeline, designed especially for the event. This activity prompted them to consider what technological, social, economical and environmental changes might happen over the next 30 years, how these might affect our lives and the cities we live in. [caption id="attachment_11765" align="aligncenter" width="600"]Image: Snook Image: Snook[/caption] Nicola Cameron (Assistant Director of Estates Strategy) presented the vision and the plans for the Smart Campus. With over 30,000 staff and students on site every day, the University is the size of a small city, with the added benefit of controlling most of the supporting services - the very ones the smart city approach aims to transform. She explains the University’s focus on smart infrastructure, integrating new and historic estate, physical and digital infrastructure, improved energy optimisation and sensors. Paul Georgie (Project abstract) captivated the audience with the images taken by “Aimee”, a fixed-wing drone flying above the University to capture near-real-time geographic information with a resolution of just 3cm. The data it captures creates a new wave of datasets, from hyper-local flood modelling, potential solar PV system locations, or the state of the moss on the Kelvin Grove roof! [caption id="attachment_11758" align="aligncenter" width="600"]Image: Snook Image: Snook[/caption] Paul Younger (Rankine Chair of Engineering talked about District Heating)  (video) Paul introduced the recently completed £21m district heating system developed by the University of Glasgow. A unique opportunity to optimise energy consumption and reduce carbon footprint, pioneering new ways of storing heat generated by buildings (for example data centres) to achieve a smarter energy management system in the future Smart Campus and wider context of smart cities. William Nixon - Digital Library Development Manager (video) William presented the development of the new Learning and Teaching Hub and how data analytics, experimentation and ethnographic research play a key role in improving the students experience while fostering innovation within the Smart Campus context. Matthew Chalmers - Professor of Human-Computer Interaction (presentation) The focus should not just be on the place of the new campus but also about people and purpose. It is an opportunity to design new forms of education, work and community. However, we need evidence-based approaches to implement this strategy. This is the role of the new Quantified Campus, constantly generating the data to uncover new findings adapt the campus in an informed and iterative way. Matthew Higgs - Chief Data Officer at Dynamically Loaded (presentation) How can organisations and innovators work together to solve problems and retrofit innovation in existing buildings. How do you help students and visitors navigate around the campus, discover local opportunities, facilitate meetings, or geo-reference mobile sensor data? It all starts with a large-scale indoor-positioning system, as the University has just implemented. Keith Dingwall - Senior Business Manager at The Urban Big Data Centre (presentation) The UBDC helps build capacity inside organisations, promoting innovative ways in which data can be used to address current and future behavioural and environmental challenges faced by cities. Closing remarks: Simon Earp - Head of Knowledge Exchange at The University of Glasgow From visions to actions: Simon encouraged participants to take actions, build a knowledge network and work together to make the Smart Campus a reality. These talks triggered a busy session of discussions and networking. Participants quickly identified people they could talk to or facilitate connections with each other - supported by their action cards, designed to help turn intentions into actions.

“Come there’s somebody I need to introduce you to”

[caption id="attachment_11774" align="aligncenter" width="600"]Image: Snook Image: Snook[/caption]   We are in the process of analysing the material from what was a very busy event. Stay tuned and subscribe to the newsletter to hear all about it. 89% of attendees said they were very or extremely likely to attend similar events in the future, confirming the original research findings. So stay tuned, we’re working hard to make it happen in September 2016. [post_title] => Smart Campus: Glasgow University [post_excerpt] => Smart Campus Awareness and Networking Event, created by Snook with the support of Future Cities Catapult, gathered over 80 participants from a wide range of backgrounds (University, supporting organisations, corporates and SMEs). [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => smart-campus [to_ping] => [pinged] => https://vimeo.com/167001286 [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=11739 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [59] => 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 Brief

We 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 Discover

We 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!

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100 ways to destroy an Iphone

The 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 Discovery

We 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.

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Get Defining

From 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.

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Now Develop

Rapid 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.

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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: IMG_5766
Friendr App
An 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.
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Happy Coffee Cups
Positive 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.
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Sports App
An 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. IMG_5686
Solitude Campaign
A 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!
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Reflect
A 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: training@wearesnook.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 ) [60] => WP_Post Object ( [ID] => 11267 [post_author] => 14 [post_date] => 2016-04-14 15:41:36 [post_date_gmt] => 2016-04-14 15:41:36 [post_content] => On the 4th and 5th April, On-Off Group hosted the Service Design Summit in Manila, Philippines. Sarah Drummond was there and ran a practical hands-on workshop during the first day of the event. Below is a re-blog from the Inquirer. The innovation focused event drew large numbers of people, from Chief Executives to frontline support staff. The Summit showcased how Design Thinking is used to innovate products and services and make businesses more appealing to customers. The two-day event included a practical workshop from UK based Service Design expert Sarah Drummond and case studies from local companies such as Ideaspace, Habi Lab Education, Cebu Pacific, Curiosity, Security Bank, Kalibrr, The Office of Senator Bam Aquino and the On-Off Group.

Designing Government Services

Drummond’s government-themed workshop taught attendees how to research citizen problems and needs, generate ideas and prototype products and services that are valued by the people who need them. The focus was not just fixing the symptoms of the problem but diving deeper to find the root cause. “Design is completely 100% about people. It’s not about you, the designer, it’s about who you are designing for.”, stressed Drummond. “For every service there’s a front stage and a back stage. It’s not just what customers see online, it’s about how people behind the scenes work too.”

Local Case Studies

Some local Philippines have already embraced Design Thinking, Service Design and Customer Experience and speakers shared valuable insights and stories about the benefits of implementing these practices – as well as some of the challenges. “We’re trying to deliver the best experience possible for our customers.” – said Gerry Dy of Security Bank.”, who demonstrated some of the innovative services the company had recently designed for customers. Some of the challenges highlighted by speakers included the problem of getting the whole company to adopt a customer-centered mindset and measuring the return on investment.

Audience Feedback

The event received high praise from audience members, who came away with an appreciation for how Design Thinking enables businesses to differentiate themselves in the market and build sustainable competitive advantage. “Two of the most valuable and educational days of my life.” “I learned many new things that I can apply in my everyday work.” “Learning from the experiences of the speakers was good so we can understand what made the project a success and also see what mistakes we need to avoid.” Read more: http://technology.inquirer.net/47659/innovating-business-with-design-thinking#ixzz45oYJaCFE [post_title] => Philippines: Innovating business with design thinking [post_excerpt] => On the 4th and 5th April, On-Off Group hosted the Service Design Summit in Manila, Philippines. Sarah Drummond was there and ran a practical hands-on workshop during the first day of the event. Below is a re-blog from the Inquirer. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => innovating-business-with-design-thinking [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=11267 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [61] => WP_Post Object ( [ID] => 11042 [post_author] => 14 [post_date] => 2016-03-23 13:31:00 [post_date_gmt] => 2016-03-23 13:31:00 [post_content] => We’re excited to be working together with NHS Ayrshire & Arran and students from Glasgow School of Art on a two-day hack event. In 48 hours, participants will develop proposals for innovative solutions that deliver the right care, in the right place, by the right people, at the right time, for people in Scotland.

Wondering what’s a hackathon?

A Hackathon is an event that brings together a wide range of people who have experience of specific services. We will spend time in a creative environment, focused on generating ideas that may be based on redesigning, developing or combining aspects of services, products and technology.

What’s the topic?

This event will focus specifically on unscheduled or unplanned health or social care. This means care that can’t wait and includes emergency support to people in their own home; booking of urgent GP appointments; 999 ambulance services; and emergency visits to hospital, including A&E.

User Research

We’ve been conducting user research for the past month. Our team has been out and about in Ayrshire, interviewing people with different experiences of seeking, receiving and delivering unscheduled care. From this research, we’ll be creating a series of rich user stories: bringing research to life to inspire our thinking during the hack event. By focusing on real people’s experiences, we can reflect on the challenges of unscheduled care from the point of view of the whole person, considering all of the connections and services that surround them in everyday life. This enables us to design solutions in the wider context of the local community and national services.
“We need to redesign primary care and care in the community to offer a credible alternative to A&E” [research participant]

Get Involved

Next week, on 30th and 31st March, our team of researchers will be observing and interviewing staff and patients at University Hospital Crosshouse while visiting various wards. We’ll also have a drop-in session in the silent study space in the library where you can come and talk to us at any time. There will be post boxes and forms left in the hospital to enable you to post your comments and thoughts if you don’t manage to meet with us. We’ll also be more than happy to have an online conversation! Tweet us or drop us an email with your thoughts on:  

Care Hackathon Event

When: Friday, 29th – Saturday, 30th April Where: McLellan Galleries, Renfrew Street, Glasgow

Want to come along?

Register your interest today! Head over to our website and sign up. Please note that the event venue has limited capacity. We’d like to make sure we have a wide representation of participants - with a mix of knowledge and skills during the event, so please save the date and we will confirm by 15th April if you have a place. For more information, please visit our website: http://www.carehackathon.com/ Don’t hesitate to drop us a line: hello@carehackathon.com And also say hi and follow us on Twitter: https://twitter.com/CareHackathon #carehack [post_title] => Re-imagining unscheduled care in Ayrshire and Arran [post_excerpt] => We’re excited to be working together with NHS Ayrshire and Arran and students from Glasgow School of Art on a two-day hack event. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => care-hackathon [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=11042 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [62] => WP_Post Object ( [ID] => 11064 [post_author] => 19 [post_date] => 2016-03-18 10:09:55 [post_date_gmt] => 2016-03-18 10:09:55 [post_content] => I spent two days at Camp Digital: from 16-17 March 2016 in Manchester. It explored current ideas and perspectives within the user experience, design and digital communities. During this, I gained a better understanding of how to design for digital with a service focused lens. So, what happened?

Say yes to sketching

The first day was spent attending two pre-conference workshops: ‘Sketching: Thinking, Communication and Design’ with Francis Rowland and ‘Designing digital products for kids’ with Karina Ibarra from Arquinata. As we grow older, we tend to become more self-critical about our own sketching and drawing abilities. With some simple sketching activities with Francis, I regained a greater sense of confidence in putting down my pen on paper. There is great value in being able to present, critique and get feedback through quick sketches between teams. The more you do it, the more your confidence grows and you feel more comfortable doing it. The workshop inspired me to try something new: to sketchnote all the conference talks. Camp Digital

On your mark, get set, go

The second workshop shared kid’s cognitive principles for the different age groups. They were then applied in a design sprint where we were to design a classic toy into digital product in 70 minutes. It was a fast-paced experience that condensed a typical 5-day sprint in a little over an hour.

Digital Superheroes

The conference day started with great energy as Julie Dodd shared what digital superheroes look like. Digital superheroes use technology for good. They design to really help people, are smart about using existing tools, not afraid to try things in new ways and are everywhere. We can all be digital superheroes.

Co-designing works

Another key learning was the idea of digital not about being a concrete thing. It is about “applying the culture, practices, processes and technologies of the Internet era to respond to people’s raised expectations,” as expressed by Tom Loosemore, Digital Services Director from The Co-operative Group. Digital should not be about creating more products. It is about designing an experience with the involvement, interactions and needs of people in mind. Many of the talks highlighted common patterns. User experience design is nothing without research. It is valuable to involve stakeholders in user testing and journey mapping. Test, iterate, repeat. If you design for accessibility, you design for everyone.

Be adaptable, be patient

Design and technology is also always in constant flux. We might know something today but tomorrow it may become irrelevant and that’s okay. We need to be adaptable. This is so true for the web and what we do – it changes all the time. 

UX with a service lens

Sketchnoting all seven talks was fun and helped visualise what was learned as it was being absorbed. It was a different and active way of capturing and making sense of information. And this is what we do at Snook by bringing in a service design lens to our digital work. We put users at the core: we codesign with stakeholders and involve them in the process. We help our clients understand how their organisation works and can support digital to ensure the work we do is going to help the people we design for. We are all on the paths of becoming digital superheroes and that’s inspiring. [post_title] => Camp Digital | Let’s all be digital superheroes [post_excerpt] => I spent two days at Camp Digital: from 16-17 March 2016 in Manchester. It explored current ideas and perspectives with the user experience, design and digital communities. Here's my highlights. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => camp-digital-2016 [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=11064 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [63] => WP_Post Object ( [ID] => 11050 [post_author] => 2 [post_date] => 2016-03-14 13:34:34 [post_date_gmt] => 2016-03-14 13:34:34 [post_content] => When I was 20 years old, I was given the opportunity as a designer to enter the public sector. I went inside the machine and was confused about why we weren't designing services the same way we made chairs: people first, understanding our materials, testing iteratively before the final production. Quite the opposite in fact, we were doing to people not for. Top down, prescriptive policy and delivering services as process charts; expecting people to use what we'd created. During this period, I became fascinated by how Government and public services work (and don't work) and where design principles (and designers) could add value. Working as a public servant, developing digital public services back from 2007-10, I undertook a Masters focusing on mapping design across the public sector and how policy moves from the strategy unit to the services we see. This period pre-dated initiatives such as Government Digital Service and many of the innovation labs that were being set up by public sector/government. It was an exciting time and a very new concept that had been brewing for many years before I came to it. I was lucky to become one of a new cohort of designers entering the public sector to redesign services. I built on practice like Sophia Parker’s innovation labs in Kent County Council, leaders in the field like Futuregov and Engine who were launching 'The journey to the interface' and the innovation bodies like Nesta who were discussing Co-production, user led innovation and innovation for public services.

Service Design in Government

In 2014, I gave the Keynote at Service Design in Government. My brief from the organisers was to talk simply through the tools of Service Design, methods and some practical case studies. Having been in the field for a fair bit of time already, we wanted to see service design progressing to hit the mainstream, but we weren't quite there yet. I knew this was a ‘basics’ presentation, getting people behind the mindset of creating people-centred services that work end-to-end across public and government services. Fast forward 3 years and I’m standing alongside our client Camilla Buchanan from the Cabinet Office with Cassie Robinson of The Point People who were our collaborators on the Designing Social Investment project and report.
Designing Social Investment - Cabinet Office UK, Snook & The Point People We're talking openly about researching the needs of users in the social investment field, what we're discovering, how we're creating guiding principles for the sector to be led by the Cabinet Office and how we're prototyping new products and services for the social investment marketplace. We're talking side by side, honestly and openly exploring the challenges of where design is supporting development of better informed policy. In fact, other agencies like Live|Work are talking alongside Department for Health and Us Creates with NHS England. This is an exciting time. A really really exciting time with huge potential to get this right. But we need to keep pushing! I can feel it again. It has been a really hard slog talking the same process and ideas for years but you know what? We are getting somewhere. SDinGov 2016 was a great testament to this. It's conferences like this that are like a mirror, they play back to you the progress that's been made. It's easy to get beaten down, or feel like the same message has been playing for years. Believe me it has, and long before I was in the industry or even studying; but it's exciting to see it being put into action. I think there were more people from across government and public sector bodies presenting than practice-based designers.

Here are my key takeaways

There are exceptional standards of practice and structures being developed at the highest level Government Digital Service is gaining huge traction and their approach is spreading to other bodies. Their exceptional service manual outlines savings produced, an approach to user needs first, end-to-end service design, service standards, service pattern talk and fantastic work from Alistair Duggin on accessibility. Whilst it’s got a digital focus, they're now embedding the foundations and platforms to scale this across all of Government. And other bodies are embedding design too (UKTI, Ministry of Justice, Home Office). It is fantastic to finally see such a united approach to getting service basics right. Service redesign and meeting needs is about designing the organisation I've shared widely Ben Holliday's post on fixing broken windows. Ben is right – successful companies put design at the centre of everything they do. Everything in your organisation should be designed to work for people: on the inside and outside from onboarding process to communication systems and data sets making the service work. Service is everyone's and everything's business What was great to hear Louise Downe, Head of Design at GDS, pointing out is that we're approaching all of this through a service design lenses. She explained that they're not just redesigning forms, or a digital interface, they're looking at everything that makes for a better service: from CSS codes and making sure text is readable by assistive technology, to the loading time on screen, the way we name services and the data sets they're cleaning up.
There is an emergent common language There was a common language being used. This is great. If we have the foundations in place about putting people first and end-to-end journeys, we can begin to build the platforms and structures we need in place to make this a reality. We are all figuring this out - and in the open It felt like everyone was honest, and sharing both their successes and failures, live on stage. This is a principle of a design-led approach, critical debate on the right thing to do and why certain decisions are made. Governments were using hackpads, open Google Docs and Wikis to document learnings and ideas. Agencies and clients were listing how they could better work together now they'd partnered. This might seem simple, but having gone to quite a few industry events where there's often a focus on show pieces, this is really refreshing. We need traction across local government, third sector and commissioning scenarios The above points aren't always true across all of the named fields. There are some fantastic examples out there and guys like Bexley Council are doing some good work but it would be good to hear more from other Local Authorities about what they're doing and see them take part. I know from our work, that sometimes it is a struggle to communicate the value of service design to Local Authorities, particularly when there seems to be a disconnect in terms of a common language or mindset. The barriers to making this happen are often political and complex. Conflicting drivers impact on commissioners, such as moves towards provider market places and citizens being considered as more demanding consumers of services (i.e to get your passport, you can apply to one place and one place only). There is a huge job to do here and a large systems piece... The larger systems piece to consider around design  The public office, and others, picked up on Systems thinking which is taking a role in this, particularly around the local authority service design discussion. In the complex environment of multi-stakeholder delivery, we really need to take a systems approach to consider how we commission services in this arena. This will involve up-skilling Councils to think differently about service delivery and information provision, and move away from the big 'I.T transformation programmes'. We need more of a conversation around the ethics and practice of codesign and research  I can't enthuse enough about the brilliant work of Katherine Garzonis on desinging with mental health service users and Liana Dragoman / Yasmin Fodal on the complexities of designing with and for vulnerable populations. Both brought nuances in how we should approach research, retelling the journeys of people and how we characterise their stories. We've got much work to do here in creating some accessible ethics and training across education on this. We are at another exciting period of development but the job is bigger than we expected There's lot to do, and I think we've got a serious skills gap. It seems nearly every public body and government department is advertising for people to come and work on this. We really need to scale up our training and experience in doing this kind of work. For me – I'm committed to an 'outsider' role after being on the inside of public services. I believe I have more impact from this position, supporting organisations to think differently about what they're doing and building their capacity to do it themselves. And this is something we have done and continue to do. We're talking more and more about supporting organisations to build design capacity rather than doing the design work ourselves; and this has always been the ethos of our agency. However, there's a role for everyone here: from outsiders to insiders in government and public services. We need to keep working together and sharing our insights and stories. Thanks Service Design in Government! I genuinely left this year feeling powered up and positive. We've got a long way to go but we're certainly heading in the right direction.
[post_title] => Service Design in Government | Designing Social Investment [post_excerpt] => Thanks Service Design in Government! I genuinely left this year feeling powered up and positive. We've got a long way to go but we're certainly heading in the right direction. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => sdingov-2016 [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=11050 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [64] => WP_Post Object ( [ID] => 11071 [post_author] => 19 [post_date] => 2016-03-12 14:36:22 [post_date_gmt] => 2016-03-12 14:36:22 [post_content] => HullCoin is a local digital currency created to combat poverty through positive action and rewards within the city of Hull. From November 2015 to March 2016, we supported the not-for-profit company Kaini Industries with the development and design of their digital platform and service. The Alpha phase was completed in four parts: initial service blueprinting workshop, user experience and brand design, user testing and ongoing product development.

Map journeys and key functions together

During our first workshop, we worked together with the team in outlining user journeys and form the service model. We quickly sketched wireframes of the public front-facing user pages along the user journey. This enabled the team to better understand their vision, team roles and how the HullCoin system and process would work. Designing for mobile first, we then created five modules to minimise development time across the platform.

Start testing early

We planned, designed and ran six user testing sessions over two days, from the 3-4 February 2016, in Hull. Though the alpha site was not fully developed, testing early drew insights that guided the site design. This meant that too much development time wasn't already invested. We tested the navigation, how it works and key functions of HullCoin’s live site with each user group: public user, issuer and redeemer. Client's involvement with the user research and testing proved really valuable. The users felt listened to and were contributing to a local venture with massive potential. Clients heard the users' experience firsthand and learnt the importance of language. Even the developer found it useful to be able to make quick changes to test on the fly. We held weekly check-ins to support funding pitches, discuss website functions and manage tasks. We also worked with developers to translate the user experience onto the website.

Keep calm and test on

We coached and developed a user testing toolkit for the HullCoin team to do their own user testing. One month later, HullCoin adopted the toolkit and user tested the end-to-end service experience. It was met with great success as their service model worked in real life with real users. [post_title] => HullCoin | Unlocking the hidden value in Hull’s economy [post_excerpt] => HullCoin is a local digital currency created to combat poverty through positive action and rewards within Hull. We supported not-for-profit company Kaini Industries with the development and design of their digital platform and service [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => hullcoin-recap [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=11071 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [65] => WP_Post Object ( [ID] => 10645 [post_author] => 18 [post_date] => 2016-02-24 14:04:39 [post_date_gmt] => 2016-02-24 14:04:39 [post_content] => We have a keen interest in applying service design to further education and, in particular, student journeys. Up and down the country, we have met educators committed to seeing their students succeed and support them in any way they can. We have met students striving to reach their goals and others struggling to see the point of it all.

Challenges

Three challenges have come back over and over again:  

Living in the moment

Unfortunately, there is no magic wand. Just hard work and step-by-step improvements to help students see where their experience fits in the bigger picture: where they’re coming from and where they’re heading. Once we have achieved something, it can be hard to remember how we felt beforehand, but there’s an added complexity for young people who struggle to project themselves into the future. Not all are able to see how doing well at College will help them get an interesting job.

My learning journey

Open Badges capture and visualise this learning journey, including the invisible learning that goes on inside and outside the classroom. Open Badges are a Mozilla universal standard: Open Badges bring together learners, employers, organisations and decision-makers in the education field.

Badgemaker 2016

At the end of 2015, Snook started a new phase of the Badgemaker project. It is funded by a grant from UFI Charitable Trust and includes Borders College and Dynamically Loaded as project partners. Although the project ends in August 2016, the need for a 3-year plan is emerging. The longer horizon will help us embed change in the College landscape and give us the time necessary to gather impact data. Does helping students visualise their progress throughout their College journey motivate them to stay in education and obtain their qualification? Does helping students and employers work together to identify the skills they need actually have an impact on employability?

Project approach

Continuous research is uncovering insights into what drives or hinders those who use the service and those who provide the service. Only by considering these two points of view at the same time can we design an innovative service that truly delivers value. This leads to co-design, the second core principle. From the onset, sustainability was a priority. We wanted a project that would have a significant and lasting impact. We would try to go beyond a prototype that would require further funding to live on.

Insights

Badgemaker is providing new or renewed insights into the potential and difficulties of implementing Open Badges approaches in the Further Education landscape. Here are a couple to begin with and we’ll continue to share as we go along: With Badgemaker II, Snook and Borders College are exploring the idea that designing for the organisation’s journey is key to unlocking the potential of Open Badges. We continue to test our ideas in the real world and see how far we can go. If you would like to contribute to the conversation, we would love to hear from you. Do get in touch: curious@wearesnook.com, read the project blog and join us for the next Open Badge Networking Group on March 17th, 2016. [post_title] => Could we 'badge' the College experience? [post_excerpt] => We have a keen interest in applying service design to further education and, in particular, student journeys. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => badge-college-experience [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=10645 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [66] => WP_Post Object ( [ID] => 10548 [post_author] => 14 [post_date] => 2016-02-09 18:00:44 [post_date_gmt] => 2016-02-09 18:00:44 [post_content] => Graphic Designer Full-Time / Salary dependant on experience Are you ready to Snook? We're looking for an experienced Graphic Designer to join our multidisciplinary team at our HQ in Glasgow. Could this be you? Read on and apply before the 1st of March.

The role

As a Graphic Designer, you will be a key part of project teams delivering work that identifies and improves services, products and experiences for our clients. We are looking for designers who are confident, can work across teams with minimal support, can convince others of their design decisions, are able to mentor and teach, and can take responsibility to manage smaller projects.

Essential skills

 

Team skills

 

Desired Skills

 

Application details

We want to see a CV, online portfolio and an example of something you’ve built on the internet. Send this to jobs@wearesnook.com with the subject title “Hire Me | Graphic Designer”. Remember, the deadline for this application is 1st March. Good luck! [post_title] => CLOSED: Come Snook with us! [post_excerpt] => We're looking for a Graphic Designer to come Snook with us. Could this be you? Read on and apply before 1 March. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => join-snook [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=10548 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [67] => WP_Post Object ( [ID] => 9314 [post_author] => 22 [post_date] => 2016-01-23 14:58:45 [post_date_gmt] => 2016-01-23 14:58:45 [post_content] => In 2013, Snook started a project for Open Glasgow and Future City Demonstrator programme. This week, we attended ‘People Make Glasgow Smart’: an event showcasing the progress of the demonstrator and future strategy for the city. Snook’s challenge was to engage citizens in designing a future city together; advocating a culture shift towards a people-centred approach to service redesign and innovation. Today, Open Glasgow is using data to connect the city and redesign services around its citizens: ensuring a better future and quality of life. Here is how:
  1. Think data by default
Public sector mentality needs to change and adapt to a new way of thinking. Glasgow City Council is embracing digital and technology as a natural way of working. Service providers are learning how to approach issues using available datasets, uncover pain points and find opportunities for innovation. “We are data rich and management poor.” Despite the endless availability of rich data sets, the challenge is to develop mindset, skills and technologies to make sense of it all.   
  1. Make data open and accessible
Information is open by default and Glasgow is at the forefront of Open Data movement in the UK. There is an army of people answering freedom of information requests. Glasgow is looking at ways to streamline the process. For example, using digital to automate it, increase efficiency, reduce costs and optimise resources. The challenge is finding the best way to engage with citizens and guide people towards the discovery of the power of data.
  1. Empower citizens with engaging data
“Data and knowledge can be the foundation of the future”. Here is how Open Glasgow is communicating data to citizens with different levels of digital literacy: Dashboard-iPad open glasgow_interactive map  
  1. Combine shared datasets to predict the behaviour of the city
How to enter the system and encourage organisations to share datasets for the greater good? Open Glasgow played the role of a 'Data Dealer': approaching private and public sector organisations to show them mutual benefits of combined datasets and encouraging exchange. Data can generate powerful market insights. Connect stakeholders so they can deliver targeted and proactive services for citizens. For example, combining real time footfall data, road traffic and high street shops traffic allows to predict the 'busyness of the city' and adapt services accordingly. Another example is tracking safe and dangerous parts of the city and analysing related datasets. This can help understand the conditions that lead to the rise of unsafe areas. By doing so, it’s possible to predict where the next dangerous hot-spot will be and act ahead of time to prevent its development. Cross-sector connections and real time analytics can help predict the behaviour of the city and its citizens. This will guide the design of people-focused, future services.
  1. Stimulate innovation with Data
Open Glasgow is on a mission to harness local talent. To think of alternative methods to engage with individuals and organisations. Make of Glasgow a leader in innovation on a global scale. Hackathons for example, have proven to be a great way to foster entrepreneurship. A successful method to push new business development and generate innovative ideas fast. Open Glasgow also focuses on green energy, education and technology. As well as services that can solve citizens issues (employment, housing, commuting etc.) before they arise. Today’s civic engagement strategy brings together public sector, data and academia. Expertise from each sector combined, are the key to research and innovate around cities. An example is Strathclyde University Technology & Innovation Centre: connecting academics and industry to solve challenges in energy, health, manufacturing and other areas. Glasgow will soon be home of a new business accelerator centre, inspired by Google. This will help young, high-growth startups and connect educational institutions across the city. Creating a powerful network of entrepreneurs, business advisors and top facilities. This network, data and citizens will drive innovation for the city. [post_title] => Open Glasgow | 5 ways data can ensure a brighter future for the city [post_excerpt] => In 2013, Snook started a project for Open Glasgow and Future City Demonstrator programme. This week, we attended ‘People Make Glasgow Smart’: an event showcasing the progress of the demonstrator and future strategy for the city. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => data-and-brighter-future [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=9314 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [68] => WP_Post Object ( [ID] => 19061 [post_author] => 90 [post_date] => 2016-01-21 10:05:49 [post_date_gmt] => 2016-01-21 10:05:49 [post_content] => In the UK, there are no fixed legal requirements about what this consultation process must look like and many of the processes live in people’s heads, with a wide variation of approaches across departments. In June 2016, in partnership with The Democratic Society, we were asked to undertake a six week Discovery sprint to explore how the process of online consultations, as run by central government, could be improved. With a view of providing Government Digital Service (GDS) a recommendation about what to build (or not) and build a solid foundation of research for internal service designers to build on, we set about a series of interviews. Speaking to 60+ people, DemSoc undertook desk research and expert interviews to build up a global picture of best practice. In parallel Snook facilitated two-week long user research sprints with government departments, non-departmental public bodies, expert respondents and the general public.

Mapping the end-to-end experience

Despite the lack of a required format or process for consultation, there is a clear, common model for undertaking online consultations in the UK. What we call the ‘Q&A format’ is primarily based around respondents answering a series of questions in a survey format. Working alongside our research participants, we mapped the end-to-end process. This involved understanding the original motivation for consultation, how the questions were decided and written, right through to the respondents’ interaction and receipt of an output after the consultation has closed.

Capturing the detail

We captured detailed insights into the reality of what was happening at each stage. For example, understanding that some consultations need a lot of sign-offs and looking into the respondent’s desire to understand the reasons behind the requirement to submit particular personal data. Capturing the detail, reality and variety of each stage built a picture of the current process of online consultation.
“Four sign offs on the draft policy, three sign offs on the launch date, including putting it through Number 10...”
At Snook, we are big believers in ‘working live’. Documenting use cases live during the research process allowed us to quickly document the future needs of the users across the process as we began to identify opportunities for improvement on both respondent and creator sides. We found that creators need to split big consultations into sections so that they can direct respondents to sections relevant to them. Respondents also need to be able to see all the questions at once so that they can print them out and share them with their organisation.

The future of consultation

Q&A, while the dominant model in the UK, is just one approach to consultation. With a growing civic tech market, we're seeing examples around the world of alternative models of engagement, from broad ‘ideation’ models in Iceland to more detailed ‘commenting’ approaches in the USA. Adding to this, the prominent finding from the research is that culture plays as much, if not more, of a part than technology. What quickly emerged can be described in the words of Caroline Lucas:
“Digital democracy is not a silver bullet”
The recommendations to GDS, based on our user research, followed a tiered format. What could they do tomorrow but also, what could the future model shape up to be. With DemSoc, we provided a suite of short-term recommendations centered around small changes to the GOV.UK platform. For example, segregating open and closed consultations and listing the full name of a department rather than the abbreviation. Language is as much a part of service design as the process is. Looking at the future, DemSoc’s research into the global landscape revealed a multitude of emerging products and platforms within the civic tech space. Equally, the user research revealed a wide range and differentiation of user needs. The key recommendation that followed was to create an open and extensible core infrastructure into which consultation tools, from in-house or external developers, can be inputted - consequently stimulating the market in this space. This infrastructure should focus on functions common to all consultations such as continuity of communication with respondents, creating and growing an audience for engagement. It should be designed as such that tools for interaction - be that a survey or a space for deliberative discussion - can be embedded easily, allowing for a smoother and more consistent consultation experience. Building on this recommendation, the user research identified that the most common need for civil servants at present is a simple survey module with built-in backend support for government bodies and non-departmental public bodies. With Q&A being the dominant model, and creators currently using a variety of external providers, linking a survey tool into the core consultation infrastructure would answer the needs of a large segment of users while streamlining the experience for respondents and providing guidance for creators. Creating an approach that supports innovation in this sector would enable new and emerging consultation tools to be incorporated quickly into government practice, allowing development of new consultation methodologies - helping us to move towards a more iterative, collaborative and flexible democracy.

Find out more

See the report A PDF version is available here [post_title] => Consulting on consultations for GDS [post_excerpt] => [post_status] => publish [comment_status] => open [ping_status] => open [post_password] => [post_name] => gds-consultations [to_ping] => [pinged] => [post_modified] => 2020-01-21 10:06:01 [post_modified_gmt] => 2020-01-21 10:06:01 [post_content_filtered] => [post_parent] => 0 [guid] => https://wearesnook.com/?p=19061 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [69] => 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

January – March

AyeMind

Our 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 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. Glasgow service jam 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.

April – June

Cabinet Office | Designing Social Investment Commissioned by the Cabinet Office and in collaboration with The Point People, we continue our research into the Social Investment sector. Our report captured findings from our design-led research and prototyping project that aimed to find ways to improve the process of seeking and applying for social investment for social ventures. 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 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. know how 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.

July – September

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. vista 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. the interchange: glasgow 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. dearest scotland in parliament 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 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. dear alcohol 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 Lets chat about mental health 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.

October – December

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. promoting change network 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. snook logo 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 ) [70] => WP_Post Object ( [ID] => 9462 [post_author] => 18 [post_date] => 2015-12-17 12:04:12 [post_date_gmt] => 2015-12-17 12:04:12 [post_content] => Snook has been involved in the field of Open Badges for a long time and has seen the interest among educational stakeholders increase over the years. Several organisations have contacted us to get support, advice and information. Thanks to a grant from the UFI Charitable Trust, Snook has started a new phase of the BadgeMaker project. To expand the support for Open Badges, Snook has launched a Quarterly Open Badge Networking Group. The Networking Group will aim to create strong connections between the participants, further the development of Open Badges and better understand the use cases as well as the barriers. It will help us access learners, educators, decision-makers and policy-makers and research the end-to-end journeys, not only of learners but also of educational organisations. Snook hosted the first Networking Group in our new Event space, The Interchange, on December 15th, 2015. Attendees came from a wide range of organisations: Glasgow Life, Glasgow Caledonian University, Creative Scotland, Education Scotland and Digital Me. Click here to view the presentation. The BadgeMaker project team introduced the new project and its objectives: Where we are: This is still in a work in progress. While Borders College recruits their Digital Ambassadors as their first cohort of learners to co-design the Open Badges, our next steps will be to: If you are interested in Open Badges, don’t hesitate to get in touch: curious@wearesnook.com. [post_title] => Open Badges Networking Group Scotland [post_excerpt] => If you are interested in Open Badges, join the Quarterly Open Badge Networking Group. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => open-badges-networking [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:42 [post_modified_gmt] => 2019-12-04 00:09:42 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=9462 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [71] => WP_Post Object ( [ID] => 9448 [post_author] => 18 [post_date] => 2015-11-26 10:37:14 [post_date_gmt] => 2015-11-26 10:37:14 [post_content] => Following a first prototype in 2013/14, Snook has received a grant from the UFI Charitable Trust to continue the development of BadgeMaker. The project aims to develop the marketplace for Open Badges, which has not been achieved yet amongst educational stakeholders. Our objectives: To deliver this project, Snook has partnered with Borders College and Dynamically Loaded. Borders College are early adopters of Open Badges for their staff’s Continuing Professional Development (CPD). They are keen to explore how badges can benefit learners in terms of motivation, retention and employability through learning and banking their new skills. Dynamically Loaded brings to the project their experience on business model innovation and scaling technology platforms, designing and developing data platforms and educating on creativity. Snook are experts in co-design and creative methods that bring the design process to life to undertake research in user needs for digital builds. Before the digital build we will work through ideal user journeys with learners and also educators and employers to understand how the technology can fit into their lives. To reach all stakeholders with an interest in Open Badges, BadgeMaker has launched a Quaterly Open Badge Networking Group. If you are interested in Open Badges, don’t hesitate to get in touch: curious@wearesnook.com [post_title] => BadgeMaker 2015 Launch [post_excerpt] => Following a first prototype in 2013/14, Snook has received a grant from the UFI Charitable Trust to continue the development of BadgeMaker. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => open-badges-2015 [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:43 [post_modified_gmt] => 2019-12-04 00:09:43 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=9448 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [72] => WP_Post Object ( [ID] => 9154 [post_author] => 13 [post_date] => 2015-11-09 12:24:22 [post_date_gmt] => 2015-11-09 12:24:22 [post_content] => As part of Architecture & Design Scotland's DECADE – a series of talks on architecture and design celebrating their 10th year – Keira, alongside Dr James White, lecturer in Urban Design at Glasgow University and Cathy McCulloch of Children's Parliament, presented and delivered a workshop for their "Participate" event. The following copy appears in the publication which will serve as the final output of the DECADE series. “Participation” carried out with honest intentions and appropriate resource, can generate a far more impactful and long lasting legacy than mere consultation. Co-production, co-design, collaboration – or any other “co” term you might wish to mention – used effectively and transparently, allows the end user to play a significant role in the design of their environment. Thus, solutions answer the needs of their intended audience. Additionally, the process builds trust and understanding between decision makers and the public. Ultimately this will ensure the long term success and viability of any project. Great in principle – but there are some pitfalls to avoid and barriers to be overcome. Here are four points to consider: 1) Who? Consider the stakeholders – intended users, the wider community, professional staff,  decision makers etc. Engaging a broad range of individuals from these groups can prove tricky; frustrating even. Participation is a process which asks an investment of personal time and energy. We designers need to reduce barriers to a minimum. Take the work to potential participants. Offer the chance to engage at a variety of levels. Day long workshops, one off encounters, multiple times, digitally, face to face, by post, in public and private spaces, remotely etc. We must seek involvement from the unusual suspects – not just the loudest voices. We must be confident that the insights and opportunities we are identifying do more than scratch the surface. Go beyond listening to voices – support users and providers to show you how issues might be overcome. Use this opportunity to build a supportive community around your project for the long-term. 2) Why? Why are you engaging people? What is their role? How can this impact on outcomes? Give a clear purpose for involvement. Establish this in participants minds before engagement and reiterate throughout. We should aim to be transparent about goals and processes. Participants must see that they are a vital and active piece of the puzzle. In addition – are there skills they will develop through working with you? How can you highlight and support this? 3) How? Design is an evolutionary process. Co-production can not be achieved through a solitary workshop or event. Exercises which ask communities to approve decisions already taken are manipulative. It is not enough to engage communities only as research. Instead, lead participants through the full design process allowing them to contribute to it. We must do more than placate users and clients alike. Look beyond providing a platform for complaints. Create an atmosphere which draws on assets, allowing ideas to be born and flourish. 4) And then? You engaged a wide range of participants. They were respected as experts in their own right and actively led through a design process. But what will happen next? When? What barriers stand in the way of a particular idea? Set clear expectations for your participants. They must see the bigger picture, see why certain decisions are taken or why their ideas might not appear as part of the final outcome. Without this follow-up you will create a disengaged, disenfranchised audience who wont be so quick or willing to participate again. Participative processes are labour intensive, time consuming, resource heavy and expensive. Why subject yourself, your colleagues, your clients to this? Carried out with respect for participants, honestly, with a clear strategy for outcomes and further actions – co-production delivers more than just a comprehensive solution which meets the needs of your users. Users will understand, respect and be invested in the process you undertook to develop your outcome together. The community of participants built around your project and the extended community surrounding them will also take ownership of and embrace the final outcome far into the future. In the long-term, nothing can be more cost-effective than that. [post_title] => Participatory design: who, why, how? [post_excerpt] => “Participation” carried out with honest intentions and appropriate resource, can generate a far more impactful and long lasting legacy than [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => start-participatory-design [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:43 [post_modified_gmt] => 2019-12-04 00:09:43 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=9154 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [73] => WP_Post Object ( [ID] => 8377 [post_author] => 14 [post_date] => 2015-08-10 14:44:31 [post_date_gmt] => 2015-08-10 14:44:31 [post_content] =>

Stirling Futures Lab is a two day event that will take place on Monday, 7 September – Tuesday, 8 September at the Tolbooth, Stirling.

But what do we mean by Lab?

A lab can have many names: hack, hackathon, jam and design camp. During the event, individuals with different backgrounds come together, form teams around a problem or idea and collaboratively work together in finding a unique solution from scratch. Teams will establish a problem, research and discover opportunities, define a solution and concepts, develop and test, and deliver a refined idea.

What’s the problem we’re trying to tackle?

We will explore ways in which a stronger link can be created between Stirling City Centre and the Top of the Town (from the shopping street to the Jail and Castle). You might make your way up that area to reach Dusk, maybe even on regular basis. We want to look at ways to create a vibrant environment within these linking streets – one which can inspire you during day time and feel special at night. Such creative environment could also encourage you to come back to Stirling after graduating.

You’re not a designer or with a creative background?

Not to worry! Everyone is welcome to attend. There will be a team of designers to support you, facilitate the Lab, and introduce you to a variety of Design tools/methods that could be very valuable for your future studies and work.

Why you should come along?

As a recent graduate from Stirling University myself, I can recommend that you participate, if not at this event, at other creative labs and hacks. This is a perfect opportunity to test your skills, develop new ones and discover a new passion, meet like-minded individuals or ones who challenge you to go outside your comfort zone, and maybe even develop a business from your idea with the team. The activities at the event will also support your studies. Here’s how:
Idea generation
Learn about new methods of generating a significant amount of ideas within a short timescale. This can particularly assist you when stuck for ideas during one of those all nighter essay writing sessions.
Research
Whether you’re a qualitative, quantitative or an adventurous mixed methods fan, you can test your research skills – from research planning and interviewing and recording, to synthesising and clustering themes and findings. Here, you will identify problems, opportunities, principles and insights which will be the base of your idea development. Enriching your research techniques, knowledge and skills would greatly benefit your essay and dissertation writing, believe me.
Prototyping and testing
Speedily prototyping and testing to adapt your concepts in accordance to feedback received. In doing this, you will develop an idea which works for the people who will use it. This iterative process of developing ideas will further prepare you for market research whilst showing empathy for the end user.
Presenting
Pitching a concept, talking to the public and presenting your developed ideas builds up confidence in your own abilities. Facing this fear of talking in front of an informal group will definitely help build skills and confidence for the future.

What’s the goal?

The aim is to develop ideas that might inform and be included in a Creative Strategy. Oh, and also, have fun whilst exploring new methods, techniques and tools. Got you inspired? Get your free tickets here. Stirling Future Lab [post_title] => A student in Stirling? Join us for Stirling Futures Lab [post_excerpt] => Join us on 7 September – Tuesday, 8 September at the Tolbooth, Stirling to explore and develop ideas on how to create a more vibrant Stirling. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => join-stirling-futures-lab [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:45 [post_modified_gmt] => 2019-12-04 00:09:45 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=8377 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [74] => WP_Post Object ( [ID] => 8352 [post_author] => 2 [post_date] => 2015-08-01 15:10:37 [post_date_gmt] => 2015-08-01 15:10:37 [post_content] => Last week, I spent the day at Hyper ‘prototyping’ a lesson plan – sharing both Service Design and research methods and how these can/are used within organisations and how to overcome barriers. When I say prototyping, getting the short straw coming nearly last after so many fantastic industry experts I asked the crew at Hyper what they wanted to learn. It’s easy to take design method toolkits, books, videos, tutorials etc but actioning these within large, and complex environments and organisations can be a struggle to say the least. So, I focused not only teaching how I/Snook practice ‘design’ but also how to think about creating environments within organisations to allow design the space to be used. It was refreshing to share this thinking, as we re-brand Snook, it's less out with the old in with the new, but more an exercise of finally communicating what we've always been doing - organisational design and interventions whilst we co-design new products and services. The crews' questions were challenging and spot on, a sign that you'll want to hire these guys.  They know their stuff, have a depth of experience from working directly in Healthcare in Boston to graphic design in the advertising industry so there is a confidence in industries of all kinds. Now, they are learning the magic of collaboration, dealing with conflict, design facilitation and the power of visual – all underpinned by experience design.  Seriously, ones to watch I reckon. This post is a quick synopsis of promises I made to share reports and slide decks I mentioned. My presentation: we didn't go through all of this but the focus is on how to present strategy and recommendations after a design research stage. It is a collection of our work with councils and Governments and my thinking on designers making platforms and space for knowledge exchange to happen.
Hyper Island from Snook
Dept. Health and Dept. Work and Pensions report with the Point People. Breaking down learnings/insights and then recommendations. Worth a look for the subject matter on mental health and employment. For the Hyper crew, an example of breaking down design research and seeing how reports can be split into sections via either user groups or topic matters. Critique of the emergent lab culture in governments and local authorities. We discussed the benefits of labs around creating space for innovation and also the down falls of lack of mission and focus on process rather than outcomes. This report comes at a time where ‘lab’ culture is growing.  This helpful report on growing social innovation by the Young Foundation supplies a short synopsis of other methodologies to driving social innovation in cities. More links to lab reports here. Snook's Learner Journey Report for Scottish Government on breaking down insights and research across the Learner Journey in Scotland. As an addition, it was great to catch up with Lauren, my co-founder of Snook, as we both drive forward in new directions and after ten months of our heads down on developing our pathways, it was great to share, challenge and compare our current work.  It is quite unbelievable to both sit down together and reflect on where we've been and come as two young woman starting out in Scotland. We recounted both the highs and challenges of running a business and shared our ideas for the future on where we both want to go. It was also nice to be positively heckled during a talk (by Lauren of course!).  Thanks Lauren for having me, I’m always excited for a Hyper visit. [post_title] => Snook goes to Hyper [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => snook-goes-to-hyper [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:45 [post_modified_gmt] => 2019-12-04 00:09:45 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=8352 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [75] => WP_Post Object ( [ID] => 8280 [post_author] => 14 [post_date] => 2015-07-30 10:16:15 [post_date_gmt] => 2015-07-30 10:16:15 [post_content] => Snook rebranding. It’s happening. It’s a big endeavour but it’s exciting!

Where do you start with rebranding Snook?

A company rebrand is always exciting. And daunting. Snook was born 6 years ago and since then, we have grown and changed considerably. This year in particular, we opened a new office in London and continued to build on our work across England. We are also moving our Glasgow headquarters to a larger new office and opening an events space. With business expanding, we are refining our strategic direction and working on our website to ensure it reflects what Snook has become and our full potential. At this stage, we felt the need for a company rebrand. The design and development of Snook’s new brand identity is a joint team effort and spreads across the whole offer of Snook, both externally and internally. A re-brand for us is not top down. As always, it is bottom up and includes our customers and audiences giving their input and feedback into the process. This journey means we not only cover graphic and digital design but at the same time look at our strategy, service offer and ensure this works alongside our business plan and future aspirations. It involves strategic sessions with Sarah and our team. We’re using their knowledge to reflect on our tools and services, our previous and future work and their input into what will help us move further towards our ideal state as a company.

#OPENSNOOK

Snook’s rebranding started with an #opensnook session in March 2015. We worked on our company as we would with any of our clients. The team focused on identifying our key stakeholders, mapping everyone that interacts with Snook – from clients to workshop participants. We worked through a branding circle discussing and defining our mission and core values. This exercise helped us clarify our direction as a company. Approaching our identity rebrand as a team highlighted some of Snook’s core strengths, a sense of shared responsibility, ownership for what we stand for and deliver, personal initiative and positive company culture.

Snook expertise

We also clarified our expertise by dividing our offering into 6 key services: - Research - Design - Strategy - Delivery - Build Capacity - Events Having all these elements in place helped us structure our thinking to tackle the visual part of our branding and ensure that our direction reflects the complexity and breadth of Snook’s expertise as well as its values and mission. This influenced the choice of our logo, typefaces, colour palette, patterns and will guide the development of endless Snook’s assets (which we are still in the process of mapping through brainstorming sessions and shared documents). While working on the new brand, Snook’s designers had to keep some distance. Balance their inside knowledge of the company with views and feedback of the team while mitigating their attachment to Snook and its old/new brand identities.

Time management

Unsurprisingly, one of the main difficulties of an in house rebrand that emerged during this project is time management. Juggling external projects and Snook’s branding, resulted in prioritizing the former and postponing the latter. To overcome this issue, we defined a stricter development strategy and timeline, using Basecamp and Evernote to track to do’s and milestones and Slack for internal communication and brand updates for the wider team. Once our basic brand is defined, our plan is to use the expertise of the team, having specific team members leading the development of various components of our identity. For example, a grid/layout system for all our documents, and a range of templates suitable for the development of proposals, reports, toolkits, presentations, prototyping, mockups and wireframes.

The new brand

The brand is still a work in progress but we are set on keeping Snook name with its cheeky nature, and keep the red colour which we have used throughout the 6 years we have been in business. We wanted to go for a more modern, slick feel than the original logo; keep our Scottish component which has always been at the heart of the company, but translate it in a more geometric pattern and new colour palette that builds a DNA for all our documents based on the content. We are very excited to start sharing snippets of our new identity so keep an eye on our Twitter, Facebook and Instagram!

A question for you

Meanwhile, we leave you with a question: what new tagline would you give Snook?‪ We welcome your feedback and views so share your thoughts using #opensnook and follow our progress. [post_title] => Snook Rebrand [post_excerpt] => Snook rebranding. It’s happening. It’s a big endeavour but it’s exciting! The brand is still a work in progress but we are set on keeping Snook name with its cheeky nature, and keep the red colour which we have used throughout the 6 years we have been in business. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => snook-rebrand [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:45 [post_modified_gmt] => 2019-12-04 00:09:45 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=8280 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [76] => WP_Post Object ( [ID] => 8262 [post_author] => 20 [post_date] => 2015-07-20 11:43:18 [post_date_gmt] => 2015-07-20 11:43:18 [post_content] => I was invited by Matt Dexter from Sheffield Hallam University to lead a team as part of the 24 hour Design Challenge at the 2015 Design4Health conference, organised by Matt and led by Julia Cassim of Kyoto Design Lab. THE TEAM The group who had applied to be part of the design challenge were divided into 3 teams. Our team consisted of three industrial designers, two visual designers and two service designers. The focus of this year’s challenge was Parkinson’s Disease and the organisers had arranged for each team to have input and support from people with lived experience of Parkinson’s. Our team had Ali and his wife Jane, who both have Parkinson’s, and Clare, a Parkinson’s nurse. Ali has had Parkinson’s for ten years now so we began by asking him about his life and everyday experiences, and what the biggest challenges were that he faced on a daily basis. THE CHALLENGE While providing us with valuable insights into the lived experience of Parkinson’s, Ali said:
“The biggest challenge is freezing – it is public and embarrassing and a huge, huge emotional thing.”
The Parkinson’s Society explains that
“Freezing is when someone stops suddenly while walking. It can also happen during a repetitive movement, such as cleaning teeth or writing. People with Parkinson's have said that freezing is like having your feet glued to the ground. Episodes of freezing can last for several seconds or minutes.”
Read more here. Ali, Jane and Clare all said that freezing was the most intractable problem associated with Parkinson’s and that many approaches had been tried to enable people experiencing this to get ‘unstuck’ and break the freeze. Current solutions include the use of metronomes, chants or mantras to help people relax and reset their mental state through a calming or set rhythm. Ali said that he would value,
“Anything that allows you to regain control – allows you to rebalance, relax and breathe.”
FINDING A SOLUTION The design team took the detailed information about daily experiences gained from our discussions with Ali, Jane and Clare and developed some themes including, sensory stimulation; environmental cues and crowd sourced data; medication administration and monitoring; and education and simulation. We explored the four themes, brainstorming ideas associated with each, then identified two to explore in more depth. Following a discussion with Ali, Jane and Clare, we decided to focus on developing something that would helps unfreeze through prompting relaxation by setting rhythm and pulse via multi-sensory input through: a)   replicating the feeling of someone gently squeezing your wrist in a rhythmic and reassuring way; b)   playing a personalised playlist or tone linked to an underlying metronome set at your preferred rhythm. THE PROTOTYPE The industrial designers in the team worked very hard through the night to create detailed CAD models of what the device would look like (including 3-D printing a hard copy prototype) and also to mock up a rough, working prototype. The visual designers then took the images and worked with the service designers to mock up some screen shots of what a supporting app would look like. We demonstrated the prototypes and mock ups to Ali, Jane and Clare in the morning and Ali was delighted with the proposed solution, asking,
“Can I have a working version to take with me on my journey home tomorrow?”
WINNING PEOPLE'S CHOICE AWARD Having been involved in a few of these hack type events, it is always amazing to see how ideas can be developed into quite detailed prototypes in 24 hours with the right attitude and the right team. The team for this event were certainly the best I have worked with, including staff and students from Sheffield Hallam, and designers from Waag Society and uscreates. We presented our design concept to a large audience of attendees at the Design4Health conference who voted us winners of the People’s Choice award. The team are so enthusiastic about the idea that we are now looking to work with Sheffield Hallam to apply for funding to develop the concept further. [post_title] => Design4Health 24 hour Challenge [post_excerpt] => Design4Health is a biennial conference that brings together designers and creative practitioners with researchers, clinicians, policy makers and users to discuss, disseminate and test their approaches and methods. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => design4health-24-hour-challenge [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:45 [post_modified_gmt] => 2019-12-04 00:09:45 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=8262 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [77] => WP_Post Object ( [ID] => 8177 [post_author] => 14 [post_date] => 2015-07-05 13:12:04 [post_date_gmt] => 2015-07-05 13:12:04 [post_content] => 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 NHSGGC. 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 Matter | Sexual Health NHSGGC have published a summary of our work alongside other research into young people’s sexual health – you can read it here. [post_title] => The Matter | Sexual Health and Wellbeing in Glasgow [post_excerpt] => NHSGGC have published a summary of our work alongside other research into young people’s sexual health – you can read it here. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => the-matter-sexual-health [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:46 [post_modified_gmt] => 2019-12-04 00:09:46 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=8177 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [78] => WP_Post Object ( [ID] => 8113 [post_author] => 14 [post_date] => 2015-07-02 12:43:25 [post_date_gmt] => 2015-07-02 12:43:25 [post_content] => Innovative Learning Week (ILW) is the University of Edinburgh’s festival of creative learning which takes place in mid-February each year. Currently in its fourth year, it is a week-long programme which gives staff and students an opportunity to learn in new ways. We're currently working with ILW in refreshing and rethinking their strategy and here's how our first meeting went in their own words.
I had a great first meeting with Snook to start rethinking ILW more as a programme of events throughout the year which support, inspire, and celebration innovation and learning. We began the day by doing a stakeholder analysis of the landscape around ILW. It’s an incredibly complex project with numerous different stakeholders and expectations. It was great to be able to discuss it with someone from outside of University community. From there we started a service blueprint which is ‘an operational tool that describes the nature and the characteristics of the service interaction in enough detail to verify, implement and maintain it.’ You can read more about it here.
ILW blueprint
It’s incredibly useful because it not only maps out the actions, touchpoints, resources, and opportunities (all different colour post-its, of course) – but it requires you to see each step from the ‘back end’ and the ‘front end’ and the relationship between the two. The service blueprint helped us understand how we could better communicate the process and support those different target audiences – including our very special event coordinators! Throughout the day we collected questions and opportunities around innovation and learning which I’m really looking forward to exploring further throughout July.
ILW blueprint
Snook’s process is underpinned by co-creating solutions and concepts with the people who will interact with or deliver the service. They lay a strong emphasis on ethnographic research to understand user behaviour and the context in which they are designing for. We want to be sure we are designing and delivering something that is relevant to our community and which works well for all involved, even those that aren’t directly involved in the events! Snook will be spending July interviewing stakeholders from the spectrum of involvement in ILW to date in addition to facilitating a design workshop at the end of the month. Snook’s Keira and Sam will be supporting ILW at this hands-on workshop in which we will explore the process surrounding ILW, any barriers to this and potential solutions to overcome these. We will also take a look at potential tools which might further support the design and execution of successful events across the programme. An innovative approach to the design of Innovative Learning Week.
Follow the process on their blog, Twitter and Facebook Post and imagery are courtesy of ILW.   [post_title] => Service Blueprint of Innovation Learning Week [post_excerpt] => We're currently working with ILW in refreshing and rethinking their strategy and here's how our first meeting went in their own words. Reblog from ILW. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => service-blueprint-of-ilw [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:46 [post_modified_gmt] => 2019-12-04 00:09:46 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=8113 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [79] => WP_Post Object ( [ID] => 8040 [post_author] => 19 [post_date] => 2015-06-30 15:30:01 [post_date_gmt] => 2015-06-30 15:30:01 [post_content] => I never thought I would be setting foot on Scottish soil, let alone spend three incredible months as a Snook design intern. So what brought this budding Canadian designer all the way across the pond?

The short answer: My passion for Service Design and Snook.

The long answer? Watch my #marieforsnookster application video here.

At the beginning of February this year, I hopped on a plane from Vancouver to Glasgow and began my Snookster journey soon after. The moment I stepped into the studio, I was thrown in at the deep end of the waters. I was assigned to multiple projects and learnt how to swim right off the bat. From projects in Service Design and User Experience (UX) to Branding and Visual Design to Research and Workshop Facilitation, I am growing as a designer everyday. One of my favourite things about Snook is the diverse nature of projects I am involved with, which require various skills and challenge my thought process. My highlights during these three months include:   My biggest achievement at Snook has been my work on AyeMind, a platform for encouraging positive approaches to youth wellbeing, where I helped design the logo, branding guidelines, web mockups and the user experience. We developed the visual language and imagery centred around young people with a bright and fresh look and feel. I worked with developers to translate the mockups into a live working website. It was amazing to see Ayemind come together and I realised my own strengths, capabilities and what I could improve on through this project. Along with great projects, I work with great people at Snook. I feel at home with these amazing individuals whom I can also call my friends. I still remember the Scottish lunch everyone helped organise during my second week here. It was a feast of Scottish flavours from haggis bagels, tablet, macaroons, shortbread, haggis-flavoured crisps and the infamous Irn Bru. Just like my work as an intern, I was able to try a variety of new things all at once alongside my Snook family. The #marieforsnookster journey came to a close at the end of April. The first of June marked my full-time return to Snook where I have been working on Dearest Scotland’s book design and editing a recap video for CycleHack Glasgow. I look forward to contributing to the next phase of AyeMind and Whose Round, and for the many Snook adventures that lie ahead. Who knew that a Canuck would do just fine in the land of Scots after all. [post_title] => From Beavers to Unicorns, From Poutine to Haggis [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => from-beavers-to-unicorns-from-poutine-to-haggis [to_ping] => [pinged] => https://vimeo.com/121604119 [post_modified] => 2019-12-04 00:09:46 [post_modified_gmt] => 2019-12-04 00:09:46 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=8040 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [80] => WP_Post Object ( [ID] => 7862 [post_author] => 14 [post_date] => 2015-06-22 15:55:26 [post_date_gmt] => 2015-06-22 15:55:26 [post_content] => You’ll see that the website is evolving slowly. It’s technically our 10th week of redevelopment and rebrand. In reality, the team has been launching, managing and finishing some big projects for our clients. So the new website gets pushed back to the bottom of the list but little by little, we’re getting there.
Here’s an overview of what we’ve been up to:
Defining our offerings
We categorised our competences into six groups: research, design, strategy, delivery, build capacity and events. We're working on defining them further so that they fully demonstrate all our strengths and expertise. Putting together client testimonials Client quotes is another new feature on our website and it aims to showcase not only the variety of work we do but also validate it. Forming a framework for case studies In accordance with our offerings, we outlined a framework for case studies. We highlighted this as an important area in moving forward with presenting the projects we've worked on. The framework will enable us to create a consistent display of information across all of our work. Gathering Content This part can be tricky, especially when you have a constantly travelling team. We have been using gathercontent platform to manage content, allow team members to work collaboratively on a case study, monitor progress and capture all relevant information in one place including multimedia and tags. The platform is extremely useful in other aspects of collecting information: we use it both internally when managing communications and externally with clients. Brand Strategist We welcome back Robin who recently returned from South America. She's currently working on our rebrand. Version 1.4 is on its way. We're glad to have you on this journey with us. [post_title] => Open Snook V 1.3 [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => open-snook-v-1-3 [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:10:06 [post_modified_gmt] => 2019-12-04 00:10:06 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=7862 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [81] => WP_Post Object ( [ID] => 7716 [post_author] => 14 [post_date] => 2015-05-29 08:48:16 [post_date_gmt] => 2015-05-29 08:48:16 [post_content] =>  
  1. Test your skills in the real world
  2. Brainstorm like never before
  3. Try researching against the clock
  4. Tackle a wicked problem
  5. Experiment with new technologies
  6. Build things
  7. Learn to use open data
  8. Experiment with service design
  9. Discover design tools
  10. Develop your business skills
  11. Learn to pitch ideas
  12. Give public speaking a go (if you want!)
  13. Speed light prototyping
  14. Test your idea with real people
  15. Brush off on your team skills
  16. Develop leadership skills
  17. Network with people with different or similar expertise
  18. Boost your Linkedin profile
  19. Meet your future employers
  20. Discover a new passion
  21. Got a great idea? Turn into a start-up
  22. Make friends
  23. Have fun
  24. Get inspired!
  25. And ... did we mention great prizes?
  Culture Shift             GSJGlasgow jam-jump   Want to add your reasons to join a hack? Tweet us #WhyHack   If you're itching to get involved in a Hack now, we have a few upcoming events: - CycleHack 2015, kindly sponsored by Sustrans - Stirling Futures Not convinced yet? We have a brilliant example of how powerful a small idea can be: Penny in Yo' Pants! This Hack was born during the Cyclehack 2014 event in Glasgow and has reached more than 3.4 million people around the globe so far! The idea is simple – a rubber band and a penny make skirts bikeable. After the Hack, the team started to further develop and prototype their idea, and are currently working to translate this into a business. Watch this brilliant TEDx talk to find out more about the lessons they've learnt. [post_title] => 25 Reasons to Join a Hack! [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => 25-reasons-to-join-a-hack [to_ping] => [pinged] => https://vimeo.com/98808131 [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=7716 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [82] => WP_Post Object ( [ID] => 7624 [post_author] => 16 [post_date] => 2015-04-29 18:40:30 [post_date_gmt] => 2015-04-29 18:40:30 [post_content] =>   We are working with NHS Greater Glasgow and Clyde on developing a new campaign and strategy around the alcohol consumption of young people in Glasgow. With Govan as our pilot area, we have been speaking to members within this community to gather insights around the behaviours of young people and alcohol as well as the motivations of agents who purchase alcohol for underage drinkers. It was vital that we speak to a variety of stakeholders from off licences to young people to families. Valerie Carr, Marie Cheung and I visited a youth group in Govan to better understand young people’s attitudes towards drinking, with the hope of creating a new campaign with co-design at the core. We used a number of different methods to encourage the youth we met to openly talk about drinking in Govan. We have seen an abundance of ‘design research’ methods being used, but often find them to be paper based which can be a hinderance if someone has literacy issues or a short attention span. Of late, we have been incorporating games as a way to draw insight but also make a fun experience for the people we are working with. CACBlogpost2 ‘Never Have I Ever’ is a common drinking game. We played a modified version of this with the people at the youth centre. We made it clear that we were gathering insights on their drinking habits and encouraged them to stand in a circle with us. For example, the person in the centre of the circle would say ‘Never Have I Ever… got someone to buy alcohol from the shop for me’ and then people, who had done it, would swap places with someone else in the circle. The person unable to find a new spot would contribute the next ‘Never Have I Ever’. This game worked well as an icebreaker and provided an interactive way of gaging answers. The young people were able to disclose as little or as much as they wanted, in their own comfort zone and they got to lead the questions, rather than having us interview them. Each person took turns standing in the middle of the circle and asked their peers about their experiences. It was also good for us to join in, which meant we had to do a little confessing ourselves while fostering this shared experience with the youth. When running this method, our recommendations include to: Prepare a research outline of what you’re seeking to uncover so you can steer the direction gently, but don’t over do it. 1. Ensure you’ve got a few early ‘Never Have I Evers’ stored up your sleeve to encourage the group if they are shy. 2. Get involved in the exercise to build their trust, but make sure someone’s there to take notes and observe too. 3. Watch out to make sure everyone feels included but don’t push anyone to take part if they don’t want to. 4. Consent forms - always. While traditional paper based tools are useful and necessary, sometimes hacking existing games and incorporating them into the research process can lead to interesting insights that you would not otherwise get. By getting the young people involved in asking questions from the get-go, we were able to uncover new lingo and learn about their individual perspectives in a casual and engaging way.   [post_title] => Snook Method: Never Have I Ever [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => snook-method-never-have-i-ever [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=7624 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [83] => WP_Post Object ( [ID] => 7272 [post_author] => 2 [post_date] => 2015-01-27 14:13:08 [post_date_gmt] => 2015-01-27 14:13:08 [post_content] => My Dad has always been one for making and sticking to plans. If we go holiday we need to be packed the day before, at the airport at least an hour early and all the travel documents need to be in order in a plastic sleeve in case of rain. Family outings, even for a lunchtime meal, have become a very serious affair. I guess I take after him in that respect: I’ve always been very good at planning out where I am going and what I want to do. I think I recognise that either through luck, skill or a mixture of the two, I will make sure I get there. sambeforeedit_Fotor3 copy As early as primary school in Edinburgh, I knew I wanted to do something artistic and creative with my life. At high school at I knew I wanted to do something in design. And by the time I was studying Product Design at the Glasgow School of Art, I figured that I was doing the right thing. But, you can imagine my dismay when I found myself a university graduate without a plan or direction. Despite this inherent design inclination, for the first time, I found myself unsure of where I was supposed to go. A summer of deliberation and escapism later I was applying for design jobs in and around the Scottish central belt looking for the next direction to take myself in. I was fortunate that this next direction became Snook. I was welcomed into the studio on a dreich Monday in October with smiling faces and offers of tea, and over the past three months I’ve had the pleasure of picking up new skills, working on innovative projects and meeting some truly fantastic people. I worked first on an ethnographic research project exploring the near future of personal banking and monetary management. This was a breath of fresh air to me after a summer of design withdrawal. I found myself re-finding my design footing in interviews, analyses and concept development and all within a fortnight timespan. After this warm-up of my designer muscles, I moved onto aiding the ‘Dearest Scotland’ campaign; a Snook developed initiative to gather the Scottish public’s hopes and dreams pre, during and post independence referendum. I was given the task of further embedding Dearest Scotland into casual spaces in Scotland for which I developed and began ‘manufacture’ of a series of pop-up letter boxes to be placed around the country. Subsequently, Dearest Scotland has become a project quite close to my (Brave) heart and I am excited to see how it evolves in the coming months. Snookster DS Whilst spinning the proverbial Dearest Scotland plate, I was also introduced to Snook’s ongoing work with Carr Gomm in Edinburgh. At Carr Gomm, we were working to embed service design principles and methodology into the running of their organisation and to educate and train their staff on how to identify and creatively solve problems. The all-day workshops in Edinburgh necessitated some offensively early trains from Glasgow Queen Street but even they failed to dampen my mood; I was designing for a living and loving it. Snookster Carr Gomm Now, my time at Snook as a Snookster has come to an end and it goes without saying that I have appreciated my time spent here immensely. It has served as an interesting first foray into what I can expect of being a design professional. And I have to say; I quite like what I see. On further good news, I have the pleasure of announcing that I will be joining the Snook team full time as a Junior Designer in this New Year. The part Snook plays in the evolving role of design in Scotland is so instrumental, and I feel equally excited and honored to be a contributory to it. It seems I’ve developed a plan after all. Dad will be pleased. [post_title] => Samster The Snookster - A Reflection on Interning at Snook [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => samster-the-snookster [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:10:08 [post_modified_gmt] => 2019-12-04 00:10:08 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=7272 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [84] => WP_Post Object ( [ID] => 7333 [post_author] => 13 [post_date] => 2015-01-20 14:41:08 [post_date_gmt] => 2015-01-20 14:41:08 [post_content] => Recently, alongside a team from across Includem, I attended a one day hack event, hosted by IRISS (The Institute for Research and Innovation in Social Services). The Relationships Matter Jam brought together 5 organisations from across Scotland to explore ways in which young people can continue to be supported as they move away from child, support and care services. In attendance were representatives from Care Visions, Falkirk Council, Hot Chocolate Trust, Includem and Kibble. Includem focused on a barrier that had been identified during the initial phase of our project. When young people exit Includem’s service, they are always reassured that they can still use the Helpline – a service which is available to provide support to young people 24/7. However, experience shows that in practise, young people are reluctant to do this. Even those who have made good use of the Helpline whilst working with Includem fail to use this service after exit. We wanted to understand why this might be, and how Includem can best support young people beyond their initial service delivery, whilst not imposing on the independence (or interdependence) of the young people in question. RMJam1   We were able to bring together a great pool of Includem brain power on this issue: two young people who have been working with Includem in Fife; sister/brother team Alana and Gavin, their Transitional Support worker Kathleen, frontline Core worker in Glasgow Kim, Briege who has been undertaking PhD research with Transitional Support and myself, Keira, Includem’s embedded service designer from Snook. Alana and Gavin had helped me look at this issue during the first phase of our project, and took this opportunity to share and discuss their experience of the issue with the wider group. Fuelled by pastries, tea, coffee and Parma Violets, we delved deeper into what some of the underlying reasons might be that young people are reluctant to pick up the phone at the very moment they need help most. RMJam2 The Jam gave us the opportunity to reach a little deeper into the issue – we began investigating all of the hurdles or aspects of the current system which might be discouraging young people from calling the Helpline. We even spent some time analysing the word “Exit”, which is currently used to describe the disengagement process from Includem. Young people and workers indicated that this word seems very final; “You don’t go back in a door marked ‘Exit’” as one frontline worker put it. RMJam7 In the end, the solution we developed was the same one that had been identified during the first phase of the project; but now we were confident that it really was the most supportive and progressive way of preventing young people from slipping after regular support has stopped. There is a commitment now to offer some young people “Helpline only support” as they exit Includem, on a prototyping basis. As always, they will be able to call the Helpline if they need a little more support, or aren’t sure where else they might find support for a particular issue. Additionally, Includem will commit to a series of call-backs, as necessary to each young person - to check that they are still doing as well as when they exited Includem and to give them reassurance that they can always access the service again if they find that they are slipping back. With one of our team members, Gavin, currently studying acting at college, it was only right that we put our ideas across to the rest of the Jam with a short play, which will be available soon (check back here!) RMJam8 At the end of the day, IRISS also made a commitment to keeping the conversation going between all of the organisations in attendance. Most were concerned with supporting young people after they exit from care or other support services, and recognising the very real relationships young people build with the workers who care for them. A variety of ideas were generated, which lay within a wide range of feasibility and completion. We look forward to learning how these ideas have grown within each organisation over the coming months. RMJam5RMJam4RMJam3 Thanks again to all who attended the event, and to the organisers who kept us filled up with sweets and soup and made it such a success. RMJam9RMJam6 [post_title] => Relationships Matter [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => relationships-matter [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:10:09 [post_modified_gmt] => 2019-12-04 00:10:09 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=7333 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [85] => WP_Post Object ( [ID] => 7293 [post_author] => 2 [post_date] => 2015-01-08 00:06:28 [post_date_gmt] => 2015-01-08 00:06:28 [post_content] => After getting through our inboxes as we started back on Monday and dusting off our post its and setting up our project sprints for a new year, we took a moment to look back on what was a pretty phenomenal 2014 for Snook. What a year we had.  There was some international travelling, a few awards and the launch of in-house ventures we've been sitting on for a few years as well as our continuing to design better services and experiences for people.  
  JANUARY persona_chinese_web Care Information Scotland Phase II We were again invited to work with NHS24 and Scottish Government to help implement the recommendations from our initial service redesign proposals, created in 2013 on Care Information Scotland. The first elements of the new service will go live at end of March 2015 as we've supported the phase by fleshing out a full service blueprint and developing further personas to develop digital use cases.  It's great to see our work being followed up and heading towards implementation on what will be a vital service as more of us take on a caring role both formally and informally in years to come.
  Team Training I lay a big emphasis on ensuring we train our staff well, and with many projects kicking off in 2014 centred on young people, around some particularly sensitive subjects we made sure to equip ourselves.  Thanks to our client Heather Sloan at NHS, as she managed to make us the first group involved in young people's mental health first aid training in Scotland.  
  Loch Lomond and Trossachs We presented our strategy work to Loch Lomond and Trossachs National Park which led to the development of the Live Park Campaign across Facebook, Twitter, Instagram and online.  What a fantastic, fun and 'roll the sleeves up' bunch the team were to work with, as were under pressure to release their Main Issue Report in the most dynamic and engaging way possible.  They even used lego to discuss planning, appeared on the TV, radio and did the best 'non-pro presenter' walk to camera we've ever seen. Thanks to Anna Maclean for being a star to work with and inviting us to work on the team's brand and strategy.  
  FEBRUARY  
  Macmillan Valerie continued our work with Social Value Lab evaluating the impact of the Macmillan Cancer for Glasgow Libraries services, engaging with service users throughout the city and producing feedback boxes for libraries, which Alex worked a fantastic job on.  
  Neilston Going Places 05aa6c8ea55711e389ad0edc7ffa5063_8 We began work with Tom Sneddon, Scottish Government and East Renfrewshire council on supporting ways to engage citizens in the consultation around local plans.  We set up an Open Design Studio in the Neilston Trust and ran a suite of events from lego workshops to community walks and interactive boards to gather opinion and humanise the planning process. We created a feedback platform for the Neilston community, to gather their opinion on the development of the town. One of our favourite moments was when one lady ended up becoming our biggest advocate, even baking us homemade macaroons and raspberry ruffles, delicious! You can find all our Instagram snaps here of our community engagement work.  
  Nigeria Hackathon  Our partnership with British Council continues abroad, this time programming and running our third Culture|Shift in Nigeria. After some dodgy Skypes, we had a plan and Andy travelled to Lagos to work with local innovators, designers and developers to create digital products to stimulate the local cultural economy.  
  MARCH  
  Whose Round research completed 
Our Whose Round work with NHS GGC on co-designing an alcohol awareness campaign for young people in Greater Glasgow and Clyde came to an end, bringing together the board, project partners and the young people involved in the research.  We produced a Newspaper in partnership with The Matter of the results highlighting insights across a 'night out,' and what campaigns young people did and didn't like. We presented behaviour research both of offline and online habits to the NHS to inform the development of our campaign for the rest of 2014.        
  Dearest Scotland Launch dearestscotland_letterspread We finally launch Dearest Scotland, a plan in the making since 2011.  We hosted an opening at the Glad Cafe and fantastic photographer Peter McNally came along to document the evening.  The project is our response to hearing people all over the country talk about future ambitions though never having the platform to share those visions, dream, hopes and fears. Dearest Scotland over the year grew into a popular space which encouraged open democracy and inclusive citizen participation. We start collecting letter written to the future of Scotland, both in hand written and digital submission format, the catalogue of which can be read here at dearestscotland.com    
  Nightriders launch We launched Nightriders, the finishing point of a support programme for eight people.  The programme was instigated by Unltd and Santander who reached out to Spark and Mettle, Good for Nothing and ourselves to brainstorm ways to develop a peer-to-peer network to inspire social entrepreneurship.  We brought a group of fantastic Nightriders together who wanted to 'start something' and every Monday night ran through a series of modules on business, design and network-based thinking.  Our friends at Flux Video made a fantastic video of the process which brought the energy from the programme to life.        
  RITA (Responsive Interactive Advocate) Funded by Innovate UK, as part of the Long Term Care Revolution, we worked with the University of Kent, Centre for Child Protection, Portsmouth University and Affective State, a Winchester based SME, to develop a personalised support system with an avatar based interface, RITA. Our role focused on developing the service and how RITA could be used as a product in supporting Long Term Care.  Friends at Igloo film produced videos that stimulated discussions on how technology can be used to support the growing need of those in care.      
  APRIL        
  Sexual Health and Well Being in Glasgow The Matter | Sexual Health Working with Young Scot and LGBT Youth Scotland, we explored young peoples views and experiences of relationships and sexual health in the Greater Glasgow & Clyde area for NHS GGC.  We produced this in partnership with The Matter and with a group of young people who ran their own consultation approach with their peers. The report is due to be released next year.        
  Future Cities Glasgow We came to the end of our work with Open Glasgow and Glasgow Future Cities.  We developed Service Blueprints of how My Glasgow would work for the city and how waste and road services could be improved to incorporate citizen action.  We worked with groups across Glasgow having interviewed citizens, produced future tech timelines and designed systems for how the council could both operate human-centered services whilst optimising their back end services with the goal to reduce spending in the provision of public services. Our work was produced into reports that brought the user need perspective to the development of new business processes inside Glasgow City Council and supported the building of narratives for how future cities might work in Glasgow focused on enabling people to live better lives.        
  Servdes We hung out at ServDes hosted by Lancaster University and Imagination presenting BadgeMaker tools for developing Open Badges, our project with Mozilla and TSB on open education accreditation.      
  Teach in Austria We taught in Austria at the Innsbruck Management School on behalf of our friend Marc Stickdorn, author of This is Service Design Thinking.        
  MAY        
  Broadway Kick Off Pic_3 We kick off our partnership with Broadway Cinema in Nottingham, running a large scale design and digital thinking training course, Know How, for arts organisations across the East Midlands area.  We hosted 16 organisations through the first part of the process, culminating in December 2014 and starting up again in early 2015.          
  D14 We presented at D14 on Innovation in Education thanks to Alistair Gunn.  We talk about open badges, user-centered thinking for education and the concept of digital and design fellowships in schools.        
  Service Design In Government
We keynoted at the first Service Design in Government Conference, talking about inside to outside innovation of public services and how design can make an impact on joined up services that consider empathy in how they are delivered.  At the conference we also launched our co-produced paper with Design Managers Australia on Design Principles for working in public services and government.  
  JUNE  
  Badgemaker goes to trial We run a small scale pilot testing of BadgeMaker in a high school in Edinburgh, releasing Open Badging to teachers to create additional activities for inside and outside the classroom which students can earn.
  CycleHack 2014 We ran CycleHack, a hack event aimed at reducing barriers to cycling, taking place concurrently over the same weekend in Beirut, Melbourne and Glasgow.  We attracted international attention and within a month we had 25 cities signed up for 2015.  Boom.  
  Berlin Keynote and Barcelona We keynoted at Berlin's webinale on all things digital and web.  Except we focused away from digital explicitly and talked to people about engagement. Apparently, it went down a storm and we recieved a lot of great feedback.  We then, after a segway trip to Brussels because missed our flight, talked at We Question Your Project event on Social Innovation and public services in Barcelona.  
  Glasgow School of art degree show We proudly sponsor the Glasgow School of Art Product Design show where there was an array of interesting products and services showcased, many exploring the use of data in the 21st century and complex human relationships.  
  JULY  
  Penny in your pants goes viral Penny in Your Pants was the simplest of ideas to help ladies who bike in skirts made at our 2014 CycleHack.  A 60 second film was produced showcasing this cyclehack and ended up reaching 3.2 million view and has now been featured in publications all over the world, including the Huffington Post, Cosmopolitan magazine and Slate.com.  Snook and CycleHack are supporting the team which is developing a slicker product to raise money for the Afghan’s Women’s Cycling Team in 2015. Watch this space for more more Cyclehack activity in 2015...  
  Carr Gomm report and launch of CG Futures Screenshot 2014-11-10 23.45.53 We worked with Carr Gomm, a care organisation who have scaled up across Scotland supporting a variety of different people.  We set up Carr Gomm Futures, an internal research and development capacity running design led projects inside the organisation with cross diagonal slices of teams from frontline to business development.  The process will be finished in February this  year with us stepping away after training staff in how to research needs of the people they support, co-design with them and prototype and test new ideas. We've been prototyping new marketing, one page profiles for their Merchiston home and new forms of engagement across the organisation.
  Includem We began work with Includem and part of our embedding programme by placing Keira on long term lease with the charity. Throughout July we met with young people across Glasgow and Fife, who work with Includem's Transitional Support Service. We encouraged them to tell us more about the experience of working with Includem, to highlight the best bits and to identify parts of the service which could be made even better.  We turned this into a short film and a began to piece together what the core components of the transitional service are.  
  AUGUST  
  Know Sugar In August, we ran a pop-up shop called Know Sugar in partnership with Design in Action.  Know Sugar was a campaign and public space where people could come and learn more about their sugar intake. Over the two days, we gathered research on the publics' attitude to sugar, and had more than 700 people pledging to take our Know Sugar Challenges. A highlight was the surprise people had on realising how much sugar was hidden inside fizzy drinks.  
  Dearest Scotland in parliament video platformvideo managementvideo solutionsvideo player Bill Kidd MSP championed Dearest Scotland and hosted a Members' Business Debate on our campaign in the chamber of Scottish parliament.  We got a bit teary eyed when politicians from every side of the fence got behind it, including Scotland's Culture Secretary, Fiona Hyslop;
"I also commend the project’s inclusive nature, welcoming letters from those of any opinion or indeed none on the constitutional question and accepting letters that are in prose or verse or which are fact or fiction. People do not need to be ministers, parliamentarians or any kind of politician to add their own vision and weave their own thread into the tartan. Although everyone in those categories is welcome to contribute, so is everyone else. The only requirement is that the letter start “Dearest Scotland”, and I am sure that we can all unite in holding Scotland very dear indeed."
 
  Includem Research Paper on Transitional Services
In August, both young people and Includem's frontline staff worked together to develop a set of proposals to improve upon the Transitional Support Service. These were brought together in a newspaper, launched at Includem's annual staff conference in October. Alongside this, young people took the opportunity to tell their stories in a film, which aimed to help define the remit which Transitional Support Service works within.  
 
SEPTEMBER

Whose Round hit freshers week
By September our Whose Round campaign was up and running at full steam.  In the same month, lots of students arrived in Glasgow for the new academic year. Whose Round team raised alcohol awareness at freshers fairs across the city's universities and colleges, using a Whose Round pub quiz packed with Glasgow facts, and hangover grab bags full of alcohol awareness delights.

Design Management Institute
Our paper on Project 99 from 2013 on Young people, Mental Health and Technology is presented by us at the DMI annual conference in London.  We focus on the need for change in procuring design-led research and the ethics on designing and building sustainable platforms for co-producing knowledge and information between public services, civil servants and citizens.  
  OCTOBER  
  SDN Conference Screenshot 2014-10-16 23.53.50 We hung out at the Service Design Network Annual Conference and got an invite to the pioneers' dinner, which we were very thankful for, not least to get in these kind of Service Design Gold Selfies.  
  Oman Public Sector Innovation Conference Screenshot 2014-12-01 13.18.07 We are invited to Oman for a conference on Public Sector Innovation and talk about citizen engagement and running pilots and prototypes of public services.
  NOVEMBER  
  Blueprinting SQA
Between November and December, we worked in conjunction with SQA to develop a blueprint of their Business Development Directorate processes. The most complex and intricate blueprint that Snook have produced to date, it was great to witness the interaction of SQA employees with the blueprint and to deliver a piece that can continue to be amended and developed by the client over time.

Developing Glasgow Council on Alcohol's brand and digital presence
At the end of November, we attended the best kick-off meeting we've ever had. The Glasgow Council on Alcohol team had filled an entire room with visual props and information from all of their engagements over the last four years, which they walked us through in depth. It proved a great way to gain insight into your client and project – potential clients, please take note.  We look forward to sharing our work in the New Year with the GCA team.
  Broadway Hackevent Know How from Broadway on Vimeo. Our Broadway Know How programme comes to an end in a hack event of six organisations developing their ideas into working prototypes.  We have services from supporting people with Parkinson's Disease to dance using online tutorials to reduce shakes to artist skill sharing platforms.  
  Social Justice Award We win a final place in Government Knowledge's Social Justice Award and receive a nice glass trophy.  Thanks to Jonathan Baldwin who we found out nominated us!  
  British Council blurring the lines exhibition   We are featured in the British Council and Watershed's Blurring the Lines Exhibition with a focus on Dearest Scotland. Thanks to Tas Kyprianou for the photographs.
  Dearest Scotland NCTJ Award cat_award Dearest Scotland picks up the 2014 National Council for the Training of Journalists (NCTJ) award for best multimedia campaign in the UK.  
  Raft Building 10802398_809507525782626_1395174229_n With a few new team members at Snook, we all got to know each other when we headed off to Loch Lomond, spending the morning talking through a brief history of Snook and then off to build raft in teams.  No one got wet, which we celebrated with a pint while basking in our abilities to build wooden and plastic boats on the coldest of November days.  
  European Institute for Brand Management
Snook - Open Design, a history of our projects from Snook
We are asked by EURIB and Mike Press to talk about designing co-creative platforms with people to allow them to design products of the future.  We must have impressed, they've invited us back next year to Amsterdam.

  DECEMBER  
 
Analogue Social
We sponsor and narrate Analogue Social's event, 11 Mitchell Lane, showcasing local products for the home from local designers and makers. We're proud to support local design networks and gave a leg up to the curation of future shows like this.  We also got to DJ at a pretend house party in the Lighthouse which is a special moment.

Project 99 to grow in 2015
We receive confirmation from Chest EU that Project 99 has been funded for 2015 and is the only UK winner of five successfully funded initiatives across Europe.  Dr Trevor Lakey talks to the Herald about our ambitions.  
   Whose Round and Best Bar None
DecemberCashforKids
In December, Whose Round alcohol awareness campaign teamed up with Best Bar None to raise money for Clyde Cash for Kids, a charity which supports children who are living in poverty in Glasgow. The festive campaign was featured here in the Daily Record.  We raise over £1000 for the charity with our #morethanaglass campaign.

On with 2015
We've probably missed heaps out, though the knowledge we take from a fantastic year is having grown as a team, a company and in our capability set. As we move into 2015, we'll be publishing updates of the work we've built in 2014 in further case studies. Here's to another great year of creative impact and a thanks from me to our team and all collaborators and supporters who have helped make it happen.
Happy New Year!
[post_title] => Hello 2015. A fond farewell to 2014. [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => hello-2015-a-fond-farewell-to-2014 [to_ping] => [pinged] => http://vimeo.com/113908610 [post_modified] => 2019-12-04 00:10:09 [post_modified_gmt] => 2019-12-04 00:10:09 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=7293 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [86] => WP_Post Object ( [ID] => 7205 [post_author] => 2 [post_date] => 2014-12-06 19:18:55 [post_date_gmt] => 2014-12-06 19:18:55 [post_content] =>

This week, I visited Dovecot Studios which has a wonderful new exhibition Selected, supported by Creative Scotland.

Making connections

How does craft practice connect to new forms of consumption, the rise of the creative city, digital process and hybrid practices? How can makers connect with audiences in new ways? Making connections is a half day symposium exploring the fast evolving nature of craft practices in the 21st century that uses Selected as a backdrop to discuss Scotland's new craft.

I was invited to speak at the open session in the afternoon where a room of makers, designers, artisans and interested parties came together to talk future craft, making and manufacturing.  Not a small subject by any means and always an interesting multi-topic debate.

The fantastic Mike Press hosted, making it feel like an informal early Christmas party and less 'conference', stimulating debate across the afternoon, posing a series of questions around our values and the evolving maker movement that is building an entire new eco-system and opportunity for the way we produce both material objects and future designs.

My talk focused on the Maker Eco-system, which was part inspired by an image in Deloitte's think piece on 'A movement in the making' but also because these days, it is hard to discuss any one issue/theme/product in isolation to the wider system it is part of, hence one of the reasons we've discussed systems thinking as part of our work in Service Design.

The Maker movement is now connected to new forms of manufacturing, production, education, technology, value chains, localism, globalism education and economics.  We are in a new industrial revolution that's bigger than manufacture and materials, it's a social revolution and it's posing some big questions about what making and craft is.

There are many drivers of change which are reforming our connection with craft and making and there are now many discussions taking place about where craft fits within this larger movement, and how we challenge and embrace it at the same time.

Now with the opportunity to bypass art schools, apprenticeships and learn online - where does that leave the artisans who have been practicing for years, and what qualifys a maker?

And then there's that question - 'What is craft?'.  We did our best to steer away from the latter question throughout the day and focused more on the practice of making which I found to be a good move on Mike's part - it can often stifle the conversation before even getting started on future action which was another core component of the day.  Come, listen and then take action.

I was asked to talk about consumer change, and this in turn links into making, manufacturing, production and more.  Coming from a service design perspective, I talked about the quest for authenticity and experiences beyond the product, that many service design geeks will relate back to Pine and Gilmour theories on moving to an Experience Economy.  And finally, I found a reason to intertwine my thesis on the quest for authenticity from my Bachelors degree which analysed the hipster movement, post modern music cultures and looked at some of my favourite music movements including 70s Punk, early 90s Rave and the good old 80s Hacienda study and rising of rave/house and drug culture from Chicago.

I doubt my thesis will ever see the light of day on the internet, it was never that well written but I'm very thankful to Dovecot for giving me the opportunity to revisit this knowledge and writing and share it!

I promised to put my slides online and provide links to the research, articles and papers I mentioned throughout. The links are not necessarily in order with the slides and the notes are rough but they will provide a snapshot of the thinking behind what I was presenting.  I hope it is useful and I'm always up for a conversation about projects related to any of the themes.  As I said at the start of my talk, making is in my DNA from early lego models of train networks to practising as a designer at the Glasgow School of Art I've always worked, used and iterated ideas with my hands and this method of working has informed the presentation I put together.

Thanks again to Dovecot for asking me to attend and talk - it was a pleasure and an enjoyable day!

-------

Growing Up

Parents Lego Instructions

http://www.iflscience.com/technology/legos-marvellous-parental-instructions-1973

New Maker Spaces

Fab Foundation

Setting up a fab lab

maklab.co.uk

MakLab - Fabrication Studio Scotland (Glasgow HQ, Dundee, Aberdeen)

http://makerversity.co.uk/

Makerversity - Somserset house

Instructables

Instructables - Knowledge online on making

Railway Model Maker, 3D printing railway models and shipping globally from Orkney

http://www.peediemodels.com/index.php

"The 3-D-printing industry isn't revolutionary, it's evolutionary," said Andrew Left, a notable short seller and chief of Citron Research. "In a hot market like this, you get a good story. It just captures peoples' imaginations, but in this case it also captures peoples' dollars."

http://www.cnbc.com/id/101443055

3D printing is an eco-system - Alan Meckler, MediaBistro chariman and CEO

Art School, Smart School

"People in the past 100 years have regarded the artist as being a sort of disolute, beatnik, living in a world of his own, producing paintings that mean nothing to anybody and  living off public funds. Nothing could be farther from the truth.  The artist is a very Disciplined, sensible and active minded person"

"So lucky to be at an art school where they talked about Media, electronics and technology would change the language of society"

"Infinite number of ways to get to the same point"

"Develop yourself as a human being"

- BBC Radio 4

My fear on art schools becoming middle class and not accessible to the masses.  I worked about 3.5 days a week during art college to pay my way and still ended up with a massive overdraft and a bill I'm still paying.  It was tough but if it hadn't been for free tuition there was no way I could have made it in.  Is the maker movement and access to online technology and information bypassing this - and does this then leave us the space that Art Schools afford to learn how to think through making over an extended period of time? (A blog post brewing on this)

http://www.bbc.co.uk/programmes/b04pr1w2

Authentic Experiences and cool hunting (fake authenticity)

No Logo - Naomi Klein

Walmart 'I am a factory'

Levis: Made and Crafted

Makers:

'Getting one's hands dirty by making things' (Frayling)

Christopher Frayling on Craftsmanship 

Why office work is bad for us | The case for working with your hands

Creative Review |  The Crafts issue

"...but the Japanese Selvedege denim and the skills of the highly experienced staff who cut and sew it are only part of the brand's appeal"

"I realised that along with the jeans factory, we have to start another factoy - a content factory"

Hiut Denmin Co

"I love making shoes...I love the pyhsical process, touching the leather, having the tools in my hand. I feel I'm making something that has real meaning for people"

'For Carre, shoemaking is problem solving"

Carreducker

"I find the process of making something can be quite similar across disciplines"

Jake Rusby, Rusby cycles (Sculptor turned bike maker)

"Our phones are simultaneously human and precision-crafted"

HTC

Maker Movements

"This is what we now call the maker movement, a term coined by Dale Dougherty of O'Reilly Media. In 2005 the technology publisher bet on it by launching not just Make magazine, a quarterly journal about DIY projects, but also, in 2006, a series of Maker Faires that became the first showcases for the movement. The exact definition of "makers" is a bit imprecise, but you can think of them as the web generation creating physical things rather than just pixels on screens. To use the terminology of the MIT Media Lab, they're treating atoms like bits using the powerful tools of the software and information industries to revolutionise the way we make tangible objects."

Wired | Maker Movement http://www.wired.co.uk/magazine/archive/2013/06/feature-20-years-of-wired/maker-movement

"Of course, you don't have to put your product through Crowdrooster if you choose to work from the Makerversity, nor must your idea originate from Makerversity for it to be placed on Crowdrooster -- but there's no denying that the combination of space, access to tools and funding resources could make this corner of London an exciting addition to the UK's maker movement."

Funding platforms connected to maker spaces (Makerversity and Crowdrooster) http://www.engadget.com/2014/04/28/makerversity-and-crowdrooster/

"Finally, I know people who would even claim that they "made" products such as their custom Nike iD sneakers, even if that meant they personalized the colors and design online and had the production take place elsewhere."

What is the Maker Movement? (Huffington Post) http://www.huffingtonpost.com/brit-morin/what-is-the-maker-movemen_b_3201977.html

 Adoption Curve of technology

 GE Garages - Open Maker Spaces

 A shift is happening - 3D printers in libraries | http://www.huffingtonpost.com/brit-morin/what-is-the-maker-movemen_b_3201977.html

 On the corporate giants catching up on the grassroots movements | GE Garges | http://www.gegarages.com/

 Craft Beer Explosion - Brew Dog (the sucess) to smaller beer places like Pilot and Edinburgh Gin Company

 Tenents now in on the action

 http://gizmodo.com/why-3d-printing-is-overhyped-i-should-know-i-do-it-fo-508176750

 We are still firmly in the honeymoon period with 3D printing

 These new one-man makers

 In the late 1970s, manufacturing made up close to a third of British GDP, yet now it is barely a tenth. Over the same period, employment in this sector fell from around 6.8 million to 2.5 million today

ETSY hits 1 billion dollors

 Technology is only one part of the story (RSA Maker movement) - http://www.rsablogs.org.uk/tag/maker-movement/

 Business Population Estimates - Graph rise in one man makers above and the '5 to 9ers'

Working Class - authentic connection

 "We are a lost generation, desperately clinging to anything that feels real"

"But after punk was plasticized and hip hop lost its impetus for social change, all of the formerly dominant streams of “counter-culture” have merged together."

The American Apparel V-neck shirt, Pabst Blue Ribbon beer and Parliament cigarettes are symbols and icons of working or revolutionary classes that have been appropriated by hipsterdom and drained of meaning.

Adbusters: The end of Western Civilisation as we know it

  DIY Revolution

Do it yourself - lost the artsy decoration to our homes brought into our lives by programmes such as changing rooms and begun to connect making with DIY

Makerhood - Lambeth 

Deloitte 'A movement in the making'

Craftspeople, tinkerers, hobbyists, and inventors can all be considered makers. As Chris Anderson puts it, “We are all born makers.”

"Seed capital from crowdfunding sites such as Kickstarter, cheap manufacturing hubs, international shipping, and e-commerce distribution services such as Etsy and Quirky help makers commercialize their creations."

Linking production to manufacturing | Make Works

Big corporations are investing in software to open up manufacturing process

"Autodesk has invested in making its professional-grade design software available on desktops everywhere, and, with its acquisition of Instructables, the company places itself amid the amateur market, deeply engaging with makers at multiple levels."

"With the groundswell of global participation, the maker movement on its own is interesting. As a precursor of a broader shift in the global economic landscape, it is doubly so."

"The transfer of knowledge from the expert to the novice inspires more people to become involved and move from zero to maker."

From Mass Manufacture to Niche Products

However, it is only a matter of time before large firms begin to feel the impact as multitudes of niche products collectively take market share away from generic incumbent products. Ignoring niche products won’t reverse the trend.

Ikea Hackers

Arts and Crafts - What is your movement?

The Arts and Crafts Movement formed into various crafts guilds to try to recreate the dignified working environment that existed in the medieval crafts guilds. They gave themselves names such as the Century Guild, the Guild of Saint George, the Art Workers Guild and the Guild of Handicraft.

The medieval crafts guilds were groups of artists, architects, and craftsmen who formed an alliance to maintain high standards of workmanship, regulate trade and competition, and protect the secrets of their crafts.

Their notions of good design were linked to their notions of a good society

Ruskin, Morris, and others proposed that it would be better for all if individual craftsmanship could be revived-- the worker could then produce beautiful objects that exhibited the result of fine craftsmanship, as opposed to the shoddy products of mass production.

However,in time the English Arts and Crafts movement came to stress craftsmanship at the expense of mass market pricing. The result was exquisitely made and decorated pieces that could only be afforded by the very wealthy. Thus the idea of art for the people was lost, and only relatively few craftsman could be employed making these fine pieces.

RSA - Breaking the Mould

Since 2008 a remarkable 600,000 new microbusinesses have been created

Whereas 10 or 15 years ago businesses were able to rely on price, quality and availability to set themselves apart from the crowd, today many must compete on their ability to make customers ‘feel’ something, in the words of business guru Nicholas Lovell. By talking with buyers via social media, offering custom-made services and creating goods with authenticity and a personal connection, Etsy sellers show how these changing consumer demands can be met while simultaneously retaining a business model that generates a profit. - Nicholas Lovell (Breaking the mould)

New features in making

Lean shift of manufacturing - on demand

Specialised niche markets via Etsy

Feedback from clients

48% of etsy traders reccomended other services

BRAND

Promote the importance of having a personal ‘brand’ from an early age – Educators should help young people develop a personal brand that enables them to stand out from the crowd – something that will become increasingly important as experiences, entertainment and services become more central to our economy. As part of this we should promote the idea of having a ‘Creative Year’ after studies, where young people engage in activities like starting a business or organising a movement where they can express themselves in a meaningful way. 37 percent agreed that emotional support and friendship from other sellers is important to them

Close to three quarters (71 percent) said providing customised products is an important part of their offer

CHANGING MARKETPLACES

Ebay to Etsy, Folksy, Not On The High Street and DaWanda

Through new online platforms it is now relatively simple to rent out driveways (JustPark), lease spare rooms (Airbnb), share garden tools (Streetbank), lend money to others (Zopa) and make money from unused time and talents (PeoplePerHour).

More authentic experiences and products - the story behind it

The Great British Bake Off and The Great British Sewing Bee

Three types of craft/maker community

Visionaries, Independents and Dabblers

THE EXPERIENCE SHIFT

“The ideas that animate the emerging economy are about service; empathy

and emotional intelligence; consumer voice; and providing things with

people rather than only to and for them.”

Pine and Gilmour - The Experience Economy

Vanilla Ink on offering experiences to customers 

Geoff Mulgan

73% said interacting with their buyers through social media increased sales and relationship with their buyers

THE Ikea Effect

"..the increase in valuation of self-made products"

Vat Moss threatens Micro business

The EU's new VAT MOSS rule, which is due to come into force on January 1, will create a #VATMESS and strangle innovation, say the UK's small business owners

http://www.telegraph.co.uk/finance/businessclub/11254829/New-EU-VAT-rules-threaten-to-kill-UK-micro-firms.html

Crafts Council | An Education manifesto for craft and making

  [post_title] => Consumer Change | A new eco-system for making and the search for authenticity [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => consumer-change-a-new-eco-system-for-making-and-the-search-for-authenticity [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:10:09 [post_modified_gmt] => 2019-12-04 00:10:09 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=7205 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [87] => WP_Post Object ( [ID] => 7190 [post_author] => 14 [post_date] => 2014-12-04 15:10:20 [post_date_gmt] => 2014-12-04 15:10:20 [post_content] => I count myself lucky to have found about Adopt an Intern, and to have found Snook. For the last 2 months I have been an intern at Snook and it has literally changed my life for the better. Six months before graduating from Stirling University, and filled with anxiety about job prospects, I launched a job hunt setting Europe as a parameter. My eagerness in the first few months saw me apply for graduate positions within international humanitarian organisations and political institutions. An enthusiast for social change and social justice, the reality of the apparent lack of space for recent graduates within the field hit me hard – 16,500 graduates fight for 500 positions within some core institutions. Determined to find an opportunity which fitted my personal values and vision, my quest led me to discover Adopt an Intern and, subsequently, the Communications and Media position offered by Snook. After an eventful summer school in Sarajevo, I found myself on Skype with Sarah Drummond, the Managing Director of Snook, in the middle of nowhere, in Bulgaria and during a thunderstorm. Her courage, ambition and enthusiasm for social change instantly grabbed me. I admit that I initially did not have much knowledge of Snook or what they do, but after extensive research, I was fascinated by the company; one which believes in the power of people and everyone’s ability to transform their own realities. With their unshakable optimism, they believe anything is possible. BBN awards night I was touched that Snook believed in me – and so, my Snookster journey began. I am now involved in delivering the social-blended marketing campaign for Whose Round – an alcohol awareness campaign for young people in Greater Glasgow and Clyde – and I have been designing the campaign’s messages, delivering its online social media content and analysing the results from our work. To be honest, I was fearful throughout the beginning of my internship – a social scientist within a team of designers, entrepreneurs, idea makers and people genuinely good at anything – literally, anything!! But this made me thirsty for learning and knowledge. Since starting working with the team I have transformed immensely and learned a great deal – from creating social media strategies and marketing techniques, to innovative ways of engaging with people and systems; working not only in a fast paced environment but one that adopts the most creative approaches in testing and taking risks. Some additional key learning also includes how to run a Freshers stall and do a street intervention, how to build a raft and some extensive knowledge of sugar levels in different alcoholic drinks! My adventure as an adopted intern finished recently, but my journey as a Snooker continues. I am happy to announce that I am a full time employee within the team now. I am thrilled to continue to deepen my knowledge in service design and marketing techniques, to further my career working towards lasting impact and social change, and thriving within a company which allows me to work on my personal development. I am lucky to be part of Snook’s vision of designing the future. AAW14 [post_title] => Eve's Journey: From Professional to Personal Development [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => eves-journey-from-professional-to-personal-development [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:10:09 [post_modified_gmt] => 2019-12-04 00:10:09 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=7190 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [88] => WP_Post Object ( [ID] => 7037 [post_author] => 2 [post_date] => 2014-10-21 12:17:54 [post_date_gmt] => 2014-10-21 12:17:54 [post_content] => I'm excited to announce I'll be visting Oman next week for the Oman Competitiveness Forum. I've been invited to join a panel to discuss Trialing Public Policy’ as part of a larger discussion on public sector innovation, with the whole conference covering new skills needed for public and civil servants in 'the 21st civil servant', public service and citizen engagement and innovation as a whole in this sector.  You will be able to follow the event on #OCF14  via twitter. With alot of projects in this space, I'm hoping to bring a fresh perspective and learnings from our work. I'm delighted to join a fantastic panel, including our friends at Bethnal Green Ventures. o   Simon Ruda, The Behavioural Insights Team (London) o   Karsten Schmidt, iNudgeYou (Copenhagen) o   Sarah Drummond, Snook (Glasgow) o   Glen Mehn, Bethnal Green Ventures (London) I'll be focusing on: How to create Safe Spaces to test public policy - What it means to set up failure experiments How to use design thinking to open up public policy and create tangible outputs linked to policy How to humanise public policy and make it accessible How we can prototype public services and how design can support this Looking at mindset and the characteristics, multiple disciplines and skills needed to operate in a progressive, agile process for policy and service development
From my background I'll be pulling on the following experience:
Action research I undertook inside Skills Development Scotland to look at embedding design to deliver new public services in Scotland and digital channel shifts, and the link between policy and services on the ground
Prototyping the UK's first online police feedback platform, MyPolice
Creating R+D labs inside Charities in Scotland to prototype new care services which we are currently working on
Working with Scottish Government on re-designing the learner journey for young people
Prototyping young people's employability services with young people to create a youth led enterprise for publishing newspapers through The Matter
Developing eco-systems for how Open Glasgow and the City Council can enable citizens to co-produce services and be truely involved in delivery
CycleHack, a global movement I've set up with partners operating in 35 cities next year to reduce barriers to cycling through citizen engagement
Dearestscotland.com (recently featured in Scottish Parliament by opposing parties as a democratic method for developing crowdsourced policy)
And a reflection on the politics, actions and initiatives before, during and after the Scottish Referendum which will highlight some behavioural insights and use of social media to develop ideas and thinking and the consequential activism in commenting and participating in policy post indyref.
I'm looking forward to hearing the response of some of our thinking and work in Oman at the forum and seeing what we can learn to trial out in our backyard, Scotland.
[post_title] => Visiting Oman - Co-creating public policy [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => visiting-oman-co-creating-public-policy [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:10:10 [post_modified_gmt] => 2019-12-04 00:10:10 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=7037 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [89] => WP_Post Object ( [ID] => 6992 [post_author] => 2 [post_date] => 2014-09-15 11:25:45 [post_date_gmt] => 2014-09-15 11:25:45 [post_content] => Whose Round website screen shot   At Snook we’re currently shaping an alcohol awareness campaign for 16-26 year olds in Glasgow Whose Round. The project is in collaboration with Young Scot and NHS Greater Glasgow and Clyde. Our aim is not to demonise alcohol but to create an awareness campaign that truly speaks to young people, makes them understand why they should be safer and more responsible and helps  improving Glaswegian drinking culture.  We're focusing on making the campaign reach on and offline and are currently in the process of designing a marketing campaign that introduces services across the night out that helps keep people safe as well as build an awareness message around alcohol. I asked Robin from Snook to give the low down on what the team have been up to: To ensure that our message and online presence are relevant to young people we dedicated the first part of WhoseRound project to research, focus groups, workshops and activities focused on improving our understanding of young people’s relationship with alcohol, social media and various communication channels that might be integrated in the campaign. Working on the second part of WhoseRound project made us dive into social media, explore what an online community manager does, understand and research internet fads, trends and challenges trying to unlock what makes a message, image or meme go viral. The first thing we needed to create was a recognisable Brand. No one would have listened or shared our content unless they saw our link on a friend’s Facebook page, WhoseRound page had to have at least a few hundreds likes, people had to start talking about it. We had to show that others had interacted with our brand, we needed faces, photos and names. We invited young people from Glasgow to participate in focus groups and prototyping sessions where we presented our ideas for WhoseRound campaign and gathered their feedback as well as new ideas for the project. Connecting with young people, having them interacting with our Facebook page, sharing and linking our content is vital for WhoseRound project and their direct input on ideas on how to promote and develop the campaign is extremely valuable. To reward them for their ideas and talent, as part of WhoseRound project, we have set up a competition as that will be running until the end of October 2014. Participants are invited to submit ideas around the relationship between young people and alcohol in Greater Glasgow and Clyde for a chance to win £1000.     To engage with a wider range of young people in Glasgow, especially non student we have also launched another initiative, “Dear Alcohol stories”. Young people can submit their stories on our website (http://whoseroundglasgow.com/dear-alcohol-stories/) or via Young Scot Rewards. They can choose to say their name or remain anonymous. The material gathered from June 2014 until the end of the year will be featured in a small online/offline publication. Some of the stories might become scripts for short films, that will in eventually be made into films by young people. To keep the buzz going around the project we need an ongoing effort to make WhoseRound brand known by young in the city. For this reason we started the  Facebook mini competitions and since mid August we have been going out every other Friday night with golden cones and WhoseRound branded props, asking young Glaswegians on a night out to take photos, like our Facebook page, tag themselves and spread the message for a chance to win £50. Our next goal is bringing WhoseRound to a range of Glasgow Universities’ freshers events to engage with a wider number of people, promote the competition, collect “Dear Alcohol stories” and consolidate our social media presence. We have secured a space freshers fairs in Glasgow and organised idea generation workshop as well as a WhoseRound Pub Quiz, designed to test people’s knowledge of alcohol and spread awareness messages in a fun way. We have got flyers, posters and activities ready to go as well as a few surprises up our sleeves!   [post_title] => Whose Round: Developing a marketing campaign for alcohol awareness [post_excerpt] => Shaping an alcohol awareness campaign for 16-26 year olds in Glasgow. The project is in collaboration with Young Scot and NHS GGC [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => whose-round-developing-a-marketing-campaign-for-alcohol-awareness [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:10:10 [post_modified_gmt] => 2019-12-04 00:10:10 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=6992 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [90] => WP_Post Object ( [ID] => 6973 [post_author] => 2 [post_date] => 2014-09-04 23:48:39 [post_date_gmt] => 2014-09-04 23:48:39 [post_content] => We're just back from the dmi: 19th Academic Design Management Conference where our paper on Project 99 was accepted, 'Moving Beyond the Consultancy Model'. It was a real honor to attend and present at DMI.  For Snook, as practioners, it was an interesting experience to be surrounded by so many academic theories and papers looking at the development of design and the advent of design thinking as a method organisations and individuals are adopting to cope with a world in constant flux. The conference gave us the opportunity to reflect on our wide practice in Scotland where we're developing outside ventures, consulting on the edge with organisations and embedding our team into charities and governments, we're taking a tiered approach to consider how design can fluctuate from straight up idea generation and development of concepts to quite complex entrepreneurial forms of design management and strategy.  For Snook, we are seeing our designers use their rounded skills of prototyping, visualisation, story telling to develop strategy and vision for organisations over and above the development of products and services. Some of the presenters at DMI provided us with evidenced conceptual models to look at how our work can be categorised and communicated succinctly even though some of it can be messy and disruptive, never really following a linear business process. We've always been a fan of writing up our work, the thing is, when you run a business and are out delivering work, the time to write, particularly in a critical or academic fashion does not come along often. Our paper revolved around our experience of being the design partner on Project 99, and reflected on a new form of consultancy where as a design agency we're getting further involved in the early stage framing of issues and exploration of user needs to inform new work streams or project initiation documents.  For my presentation, we focused more on telling the story of how we explored internet based approaches to support youth mental health in Glasgow with Young Scot and Mental Health Foundation  for NHS Greater Glasgow and Clyde, showcasing our approach to co-design and supporting young people to become designers themselves. We reflected on the new forms of tender coming out, in the case of Project 99, we were delighted to see an exploratory approach looking for co-production methods and collaborative work as opposed to the usual tender that already articulates the final solution. You can find our paper here on page 1629 (the paper only here) and our presentation of the paper above. A massive thank you to Valerie Carr and Dr Trevor Lakey who co-authored the paper with me and I'm looking forward to spending some time consolidating my thoughts from the variety of papers I saw presented from the conference. Thanks for having us DMI! [post_title] => Academic Design Management Conference [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => academic-design-management-conference [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:10:10 [post_modified_gmt] => 2019-12-04 00:10:10 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=6973 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [91] => WP_Post Object ( [ID] => 6897 [post_author] => 3 [post_date] => 2014-08-20 11:22:44 [post_date_gmt] => 2014-08-20 11:22:44 [post_content] => Lack of blogs doesn’t mean lack of action here at Snook! We have been amazingly busy with so many projects that we have struggled to find the time to blog. We are excited to have been accepted to present papers at a few high level conferences this autumn. Sarah will be presenting a paper entitled ‘Moving Beyond the Consultancy Model: Strengthening Design Approaches for Public Good’ at the Design Management Institute conference in September http://www.dmi.org/?page=ADMC2014 This is a paper that we have written with our client, Trevor Lakey, Health Improvement & Inequalities Manager with NHS Greater Glasgow and Clyde. Trevor has a focus on Mental Health, Alcohol & Drugs, and we have recently completed an innovative co-design project for NHSGGC with Young Scot and Mental Health Foundation, www.wegot99.com In this paper we reflect on the learnings from this project, and on the need for new forms of commissioning partnerships and processes to evolve between design agencies and statutory public bodies that allow the space for design driven innovation to flourish. Valerie (along with the rest of the RITA team) will be showcasing the RITA project (www.rita.me.uk) at the King’s Fund International Digital Health and Care Congress, also in September. http://www.kingsfund.org.uk/events/international-digital-health-and-care-congress Their paper, ‘Developing a digital advocate & care service with an empathetic heart and a medical mind’, will draw on psychological research and service user feedback, to demonstrate, by way of interactive vignettes, how RITA will work and the types of support she can offer. Valerie will be presenting another paper focused on the RITA project ‘Exploring a technological framework to support control and Conservation of Resources through cognitive decline’ at the Alzheimer’s Europe conference in Glasgow in October. The theme for this conference is Dignity and Autonomy in Dementia, and the RITA service model fits well into this theme, as it is designed to support older people to remain independent for as long as they can. [post_title] => Snook publishing and presenting papers [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => publishing-papers [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:10:11 [post_modified_gmt] => 2019-12-04 00:10:11 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=6897 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [92] => WP_Post Object ( [ID] => 6816 [post_author] => 3 [post_date] => 2014-06-09 11:28:00 [post_date_gmt] => 2014-06-09 11:28:00 [post_content] => Every now and again you meet somebody who is really special. Roxana is one of those people. She came along to the Snook Ensemble in 2012 and within a few weeks she was a Snookster. We were lucky to work with her for two years and now we're celebrating her time  at Snook - she brought optimism and smiles in magical doses, as well as sheer hard work and determination. Roxana has worked on a wide range of projects for our clients such as Stirling Council, NHS 24, Scottish Government and Hyper Island. She's written clever stuff about what she learned and we are delighted to share it with you.
"Service design? Say what? In this blog post I will tell you about how I went from Occupying to working with the government. In September, 2011, I was a visual perfectionist with a fresh Communication Design MA degree and a strong determination to change the world, a desire that sprang out of personal experiences of a world that wasn't rising to my expectations. First, I Occupied, but at the end of the day, occupying felt too passive for me. So, I became a Service Designer at Snook working in the public sector in Scotland. After 2 years in the field, I feel I have something useful to share. I want to tell you about what being a Service Designer entails, what it takes to apply it in the public sector and a few tips for those who are thinking to work in this sector. Service Designers? Service Designers are applied scientists. They research the world as it is and use that information to hypothesise possible scenarios of how a specific service could be different, design a strategy for it and then test it with the end users. If the odds are on their side, they also get to implement that strategy. Implementation is usually a complex process and is dependent on many external factors such as budgets and organisational aims. Community engagement Service Design starts with people and studying their behaviours and values. You need to continuously find new ways of using existing or inventing new research and engagement methods that help you relate to the people you meet in order to gain insight into their lives, needs and desires. The art of designing engagement tools can sometimes turn into a hexagon-shaped hell when you do it for the first time (as it did for me), but most often, keeping things simple is best. As much as it is about finding patterns, researching for design involves looking deep into the detail and identifying the oddest insights - they can sometimes be your best friends. Knowledge carriers However, giving people a voice is only the start. One of the key roles of a Service Designer is facilitating interactions and building relationships between service providers and users. At Snook, Service Designers are called translators. What this means is that, as a facilitator of conversations between the user and the provider, you need to carry knowledge from one to the other. In order to do so, you need to  know how to generate insights from research and work with different levels of meaning. There are so called 'lower level insights' and 'higher level insights' and you need to ensure that your final insights belong to the same level of meaning. Co-design To make your idea a reality, you will need to learn to be a maverick and a deep end diver. That means using your skills and ingenuity to test your ideas. Putting your rough prototype out into the real world is scary, but vulnerability breeds power. This stage in the design process reveals important aspects about your design that you might need to reconsider. It is an iterative and emergent process that can be very efficient and insightful when users are invited to use and give feedback on your prototypes. Organisational change Service Designers work together with organisations to apply and implement the services co-designed with users. Working inside the public sector can be challenging if you are someone who has had little contact with this sector. Supporting organisations to put people first, implement changes and sustain them takes determination, guts and patience. You will need to go out of your way to understand dynamics of politics and organisational culture. You will also need to be fluent in 'Ultimate Babel' in order to relay information targeted at many different audiences and choosing your language accordingly depending on whether you are addressing the NHS, local government or academia. Future Service Designers Here are five lessons I learnt from my experience as a Service Designer at Snook: 1. Immersion in a new sector or field is a long process and requires interest, sharp focus and an enterprising spirit. Service Designers need to place great emphasis on immersive research that allows for deep insight and knowledge creation. 2. Service Designers need to work closer than ever with clients and involve them at every stage of the design process. Similar to how the public sector needs to work together with their users in order to deliver user-centred services, so designers need to create an accessible narrative for design to increase buy-in and demand of designed services. They need to educate clients and the public about the value in design and what it can do in order to usher supporters who can advocate for procurement processes, funding streams and systems that facilitate a thriving environment for small design organisations and independent designers starting out. 3. Graphic Designers, working in a Service Design studio will be the ultimate challenge to test your abilities of communicating clearly, concisely and effectively. However, you will need to give up your visual perfectionism for adaptive empathy. Typography is beautiful but most often, in Service Design, legibility will do. 4. Working in the public sector can sometimes mean you have to consider politics, agendas and organisational dynamics. You will need to learn where your responsibility as a designer ends and where the clients' start. Without management skills, you will not achieve the impact you are aiming for. Stand your ground, delegate work efficiently and master filtering feedback and responding to it. 5. 'Design is not always sexy'. (Sarah Drummond, Co-founder at Snook) It is not about Post Its. It is, though, about people skills, management skills and intentional mindsets that are able to construct a vision, build efficient partnerships and use design to turn insights and creative concepts into realistic and sustainable innovation. What is design? Practising in a field that is constantly evolving and where new disciplines are rapidly emerging, it is imperative that we constantly probe ourselves and seek to build a coherent discourse for our discipline. My experience of working at Snook has prompted me to reframe my design practise. Service Design has allowed me to support organisations to research and implement development by involving the user. In further pursuing my career in design, I am interested in reversing the process and using design in supporting individuals to gain access to unknown worlds, whether that is the financial gobbledygook or their neighbour's morning routine - I am eager to design visual, experiential and immersive interventions that open the design process to the public and engage audiences in conversation, critical thinking and build new connections and relationships between people. From Service Design, I gained a glimpse in the public actor in Scotland and the processes behind it. This will allow me to act as a more educated challenger of the status quo and someone who can make realistic and informed suggestions of ways in which life in society might be different. In this time of scarce jobs and financial adversity, I feel as young designers, we need to reinvent conventions and catalyse alternative ways of thinking. But in order to do that we need to first challenge our own practise and take our personal and professional selves outside our comfort zones."
We're extremely sad to be saying goodbye to such a talented and wonderful human being! The good news for YOU is Roxana is now transitioning into Experience Design and is available for collaborations and adventures of all shapes and sizes. Be sure to follow her tweets, check out her website and seize the chance to work with her! [post_title] => Five lessons I learned at Snook [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => five-lessons-i-learned-at-snook [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:10:11 [post_modified_gmt] => 2019-12-04 00:10:11 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=6816 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [93] => WP_Post Object ( [ID] => 6622 [post_author] => 5 [post_date] => 2014-01-20 16:37:44 [post_date_gmt] => 2014-01-20 16:37:44 [post_content] =>
Could you help The Matter research and design a campaign to help raise awareness around the consumption of alcohol and its impact in Glasgow?
The Matter, a programme delivered by Young Scot and Snook, are inviting young people in Greater Glasgow and Clyde aged 16-25, to take part in a programme that gives young people an opportunity to research, design and help implement a social marketing campaign for NHS Greater Glasgow and Clyde to raise alcohol awareness. You will be selected to form a small group of 8-10 people and will conduct research, provide insight and put forward ideas and solutions in order to tackle the issue. Your team will write and publish your own newspaper, then present your opinions and the work you have produced at the event launch, after the project has ended. The best thing is that you don’t need any previous skills to get involved and all of the activities are supported by staff from The Matter. Your participation will be recognised - we will support you through a form of accreditation that suits you like a Youth Achievement or a Saltire Award. If you're interested then fill out the application form or get in touch with me on andy@wearesnook.com Further Information: Project Information Flyer
Please submit your application by midnight Friday 24th of January 2014. You can email it to Andy Young (andy@wearesnook.com) or Lisa Murphy (lisam@youngscot.org) or if you prefer the old school approach then post it to us at: Campaign on Alcohol Awareness, Young Scot, FREEPOST EH1 077, Edinburgh EH12 0BR.
For more information on The Matter project visit The Matter Facebook page. % [post_title] => 16-25? We need your help! [post_excerpt] => The Matter, a programme delivered by Young Scot and Snook, are inviting young people in Greater Glasgow and Clyde aged 16-25, [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => 16-25-we-need-your-help [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=6622 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [94] => 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.  
January

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.

Under the Start Up Street research from 2012, our partners on the Start Up Street project, Ice-cream Architecture open up a City Lab on King Street as part of the programme.

Our Director, Lauren is appointed the 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.  
February

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

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 Badgemaker Screenshot 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.  
May

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.
In August, Roxana and Andy take design and innovation into Stirling Council with a new programme, Stirling Makes, supported by the Assistant Chief Executive Linda Kinney. We work with the Community Engagement Team to consider the model in which they can operate as an internal design consultancy and put people at the heart of their product and service development. The work continues over the course of the year to embed agile processes into their work and to conduct a 'take a look at' report on Community Councils.
 
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.
November

We run two workshops at the Mind Conference introducing service design methods and tools to staff from local organisations. We also launch Project 99, looking at social media, young people and mental health in collaboration with the NHS Greater Glasgow and Clyde, Young Scot and the Mental Health Foundation. Our outputs include a report of desk research and case studies, a range of developed products and services co-designed with young people and a series of animated images (.gifs) which act as a viral youth guide to support young people in their mental well-being. We will be formally launching the work in early January 2014 and are excited to release this as a support guide for people designing mental health services for young people online. A poignant thought taken from the launch came in the words of a young person who said: 'Just make sure the services you design for us are beautiful.'
 
We work with Social Value Lab to evaluate the Renfrewshire through-care service that supports young people in the area to move into new homes and secure employment, by holding a design day with 20 young people in Renfrew, resulting in a hybrid report of quantitative evaluation and qualitative information collated from the youngsters present.
 
We begin work with the British Council on the Culture Shift programme in Nigeria which we have previously been part of in Lagos and Cairo. Culture Shift brings together technologists, designers and cultural organisations to develop ideas for their sector over a series of workshops and supports the groups to make these sustainable. Andy makes a quick continent jump there to begin the first phase of the programme as we begin to develop the tools and programme for the project which culminates in February 2014.

December
 
Lauren is awarded a coveted place on the Entrepreneurship course at Boston's MIT which takes place in January 2014. We work with Loch Lomond and the Trossachs National Parks on designing an approach to engage more people in the planning process within the team's beautiful offices in Balloch. We finish up our strategy work with Education Scotland on Parent Information and their creative and continuous improvement strategy. We begin work with NHS Greater Glasgow and Clyde and The Matter on designing and delivering a user generated campaign for young people in Glasgow on alcohol awareness and similarly on sexual health and relationships with Young Scot and LGBT Youth Scotland. We gear up for the development of RITA, an outcome of Valerie's involvement in the TSB Long Term Care Revolution Sandpit for 2014. We finish off our report on Community Councils, which puts form to ideas on increasing citizen engagement and involvement in these democratic processes as part of Stirling Makes which we hope to take forward in 2014. So that's us for 2013, and as we look forward to 2014, we've a few plans up our sleeves... It's going to be a very interesting year for both Snook and Scotland. [post_title] => Goodbye 2013. Hello 2014 [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => 2013-roundup-and-into-2014 [to_ping] => [pinged] => http://vimeo.com/72737592 [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=6521 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [95] => WP_Post Object ( [ID] => 1507 [post_author] => 4 [post_date] => 2011-07-11 16:09:44 [post_date_gmt] => 2011-07-11 16:09:44 [post_content] => Set up to mirror the events of TED Global, FED brought together a group of thinkers, researchers and professional practitioners from a variety of backgrounds across Scotland, as a homegrown alternative to the massively expensive TED model. I popped along to Inspace at Edinburgh University, made myself reasonably comfortable and waited for the magic to begin … First up to speak was Robin McAlpine, setting the tone for the rest of the day with a sit-down-chat, as if the audience had simply appeared in his living room - he was brilliant. Robin talked of the importance of narrative in growing ideas, citizen based thinking and flying to the moon in hot air balloons. He voiced many thoughts similar to those in the heads of the Snooksters; that ideas need to be thought through - cradle to grave, and that "doing nothing is not an option". We are doers as well as thinkers. Kevin Williamson followed suit with a talk around transformative power in direct democracy and technology. Ken's ideas are technologically possible now, right now, it's the level of trust and understanding that he feels will need a good 10 years to accumulate. I was excited to see the next stage of Ken's plans, to get involved with prototyping them - creating mockups and taking them to the streets - they are ideas with a great amount of mileage. Jim and Margaret presented a joined vision for the future of Scotland, by posing 5 questions key to Scotland's progress. These questions and their respective discussions centered in on economic changes, greater use and understanding of resources, that the idea of independence is possible - but the road there is still undefined and the implications of a sovereign debt crisis. I've never met Jim and Margaret before, but I'd like the rest of Snook to get to know them and their work - the confidence and ease at which they speak of such issues shows an immense knowledge. I'd love to see a discussion with Snook, designing steps to take to make these ideas a reality. We had a brief interlude, with poems by Elspeth Murray (who's site I have been dipping into all afternoon) - lovely. Kevan Shaw - a lighting designer talked about many things that I did not understand. As well as this, he spoke of the problematic replacement of filament light bulbs with energy efficient ones, as the factories producing them cannot work to a sustainable capacity, the "best way to save light energy is to switch your lights off" and a great part of light pollution in the UK comes from poorly considered street lighting, which reflects too much light upwards. He also spoke of mercury imports, profit margins and low-hanging fruit - one day I will know why! Tom Kane taught us, rather importantly, that all good ideas are not necessarily new ideas. We can, and probably should, consider ideas from the past. This sparked many similarities with Snook's thinking around the Scottish Enlightenment, and sent me looking up names such as Robert Owen and Patrick Geddes. Thanks Tom! FED presented a variety of thinking and questions around ideas for and in Scotland - there was a really enjoyable feeling in the room, as the thunder rolled around us and the rain clattered off the windows. Discussions were furthered with interesting questions expanding the original thoughts and ideas. The fact that the event organisers chose the tagline 'Ideas to sustain' intrigued me - I came along hoping to hear of ideas new, growing and established - I wanted to pitch-in and talk of ways of making these ideas sustainable. I believe that Snook have a valuable place to play in these next steps. We want to use design to test these ideas, prototype them and understand the distance that they can go to. I think that Global Sustainability Jam would be an excellent opportunity to get a brilliant group of minds together from all different disciplines around Scotland - and begin to road-test some of he ideas presented this weekend. I'm going to make it happen. [post_title] => FED - Ideas to Sustain Scotland [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => fed-ideas-to-sustain-scotland [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:10:13 [post_modified_gmt] => 2019-12-04 00:10:13 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=1507 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [96] => WP_Post Object ( [ID] => 1479 [post_author] => 5 [post_date] => 2011-07-08 09:11:31 [post_date_gmt] => 2011-07-08 09:11:31 [post_content] => As a result of research that IRISS conducted on the state of innovation and improvement in Scottish social services sector, key barriers to innovation emerged. A lack of time, finance and political interests were the three main barriers that were reported by the sector – maintaining the status quo rather than focusing on the needs of service users. This project is exploring how co-productive methods can be used in the social services sector to use resources differently and consider how this process may effect the status quo by involving service users and care leavers in the re-design of existing services. It will explore – with the Scottish Throughcare and Aftercare Forum, (STAF) Argyll and Bute Council, IRISS, Snook, practitioners and care leavers  – what a co-productive approach could look like and yield in the social work sector, and create and develop ideas so that they can be piloted and tested by the service providers who come into contact with the young people leaving care services. The first of six workshops kicked off yesterday. We focused on introducing the basics of service design and blueprinting so when we come to blueprinting their own journey through the leaving care service the concept won't be completely new to them. We introduced prototyping in a very simple way. After all, it is just a really simple cheap way of testing ideas. Asking the question 'when was the last time you prototyped?' we introduced familiar things we all do every day like travelling!
"Would you cycle, get a lift, walk with friends or catch the bus? It is likely you have tried more than one of these modes of transport before.  Every time you try a new route or a new vehicle you are prototyping - testing something new! You wouldn't jump on a bus for the first time if you were running late because that would be risky. You test things out when things are nice and simple so you are better prepared for your next journey. When was the last time you prototyped a journey?"
We collected words and phrases to capture how the group felt about prototyping: Today was undoubtedly the most sensitive environment we have ever worked in. Our approach to start very basic worked very well in the outset but slowly but surely became too abstract for the young people to relate to. Naturally, they have much more pressing issues to think about so it was difficult to keep their attention at times. Nevertheless, the day ended on a high as the participants felt they had 'designed a new service'. Entering any environment to deal with a sensitive subject is difficult, however what was unusual in this instance was the diversity of the group. In an afternoon where we had representation from the likes of the health sector, housing, social work, social care, Skills Development Scotland, STAF, as well as the care leavers themselves, trying to manage the expectations made the task all the more challenging. This wasn't just a unique situation for us, but for all the service providers who attended - and they admitted it really made them think differently! Toward the end of the workshop, this was summarised perfectly:
"This many service providers around a table with young people...that never happens"
For us there are big questions designers need to ask themselves as a industry around entering such sensitive and political environments... ( more thoughts on that coming up ) but for now as always, we strive to adapt what might have worked better and have evaluated this to ensure the knowledge we gained from this experience reflects how we approach future workshops. It was great to hear that Snook's input was valued as we were there with no agenda, no political involvement and we genuinely wanted to support this project.You can keep up to date with this project from IRISS's point of view here. We are very excited to be involved in collaboratively designing emotional and social support for care leavers! [post_title] => Re-designing support for care leavers [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => re-designing-support-for-care-leavers [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:10:13 [post_modified_gmt] => 2019-12-04 00:10:13 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=1479 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [97] => WP_Post Object ( [ID] => 1394 [post_author] => 29 [post_date] => 2011-06-06 10:12:23 [post_date_gmt] => 2011-06-06 10:12:23 [post_content] => I’m the new boy in Snook. Well actually I’m the only boy in Snook. And the only person over thirty. Well over thirty actually. So those are the gender and age issues taken care of. Snook is a brilliant and beautiful idea that I am thrilled to now be a part of. Design has this incredible potential to transform public services and the civic sphere in positive and progressive ways, and Snook is at the very vanguard of this new design movement. The challenge is to develop new strategies and tools that empower ordinary people to shape change. I see the new design as a political force that replaces the tired and irrelevant mechanisms of party politics with a vibrant socially responsible creativity. At its core, Snook comprises four dynamic, highly talented and visionary individuals whose  productivity and quality of work is simply remarkable. They have already made their mark on service design in the UK, and founding partners Sarah and Lauren have been invited - all expenses paid - to run workshops and consultancies from New York to Beijing, from Taipei to Berlin. And they have only just graduated. That is truly remarkable dynamism.   The world is transforming and needs wholly new ideas, creative tools and methods of working. Those companies reshaping our world, from Google to Twitter, and the emerging social movements creating a new impulse for democratic change, as we have seen in the Arab Spring, are led by a new generation that has not been institutionalised, and is more determined to embrace change. Snook is part of this. In the corporate world, there’s another new phenomenon - bi-generational management, which is the norm for most successful high tech start ups in the US. Linking the youthful vision of Generation Y to the experience of the Babyboomers appears to give new companies a competitive edge. That is what we hope too! I actually have a day job. I am Professor of Design Policy at the University of Dundee. I have written two of the leading texts in the field of design management, which have been translated in Chinese, Russian and Spanish. I have led major research projects in design, and been a design policy advisor to the UK government. I was co-director of the Design Council’s Design Against Crime project. I have been invited to speak to conferences throughout the world, and have broadcast on TV and radio about design. Before working in design education and research, I was a community activist and research consultant for local government and trades unions. I taught one of the founding Snook partners, and feel privileged to be working alongside her in my associate role within Snook. One of my jobs is to help Snook develop and grow, and to help manage that process of change. So, I act as a coach and mentor to the team and an advisor on their strategic and operational development. Snook is in the knowledge business. So am I. This means that my second role is that of helping Snook communicate the knowledge they create, and turning that knowledge into products. I also help to ensure that Snook is informed by the latest academic design research, and where necessary to build alliances and partnerships with academia. Snook has always had a strong educational role and ethos, demonstrated through projects such as Studio Unbound and more recently Matchable. As the education landscape undergoes continued transformation, then new opportunities arise for Snook to innovate and provide new services. I will be working very closely with them on this aspect of their business. A new chapter is opening for Snook. This is nothing to do with me, but is a consequence of an expanded full time team, new projects, a new dedicated office in the heart of Glasgow, new business systems and new strategic objectives. Exciting times. Very exciting. Especially because I have a small part to play in the shift from Snook Beta to Snook 1.0. I can't wait to see Snook 2.0!" [post_title] => Hi I'm Mike and I'm new at Snook [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => hi-im-mike-and-im-new-at-snook [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:10:14 [post_modified_gmt] => 2019-12-04 00:10:14 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=1394 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [98] => WP_Post Object ( [ID] => 1179 [post_author] => 3 [post_date] => 2011-04-08 09:46:43 [post_date_gmt] => 2011-04-08 09:46:43 [post_content] => Snook are part of an exciting new project at the University of Bolton. Since connecting with @myderbi and @dwrgi we have been hoping an opportunity for us to collaborate would arise. The JISC Relationship Management Programme projects run for eighteen months from March 2011. These projects are focused on improving the student experience in two areas: The audience will be university staff from various adminstrative departments, such as alumni, student services/support, IT, business, research etc rather than teaching staff.  They are being asked to use service design techniques to help in two areas: * Student retention, progression and completion - i.e. if a student is at risk of not completing the course, how do we know?  What can we do to monitor the situation and how can we help?  Of course, there will be some occasions when a student does have to leave their course, but we need to try and help those who are struggling, feeling disenfranchised or unhappy with the university processes, etc.  Some of the projects will be looking at IT interventions to help in this area - but they need to find out where the problems are first. * Alumni - How can a university make the best use of it's alumni and what services can it provide to them?  Suggestions include alumni mentoring schemes to help undergrads, entrepreneurial advice and guidance, systems to give discounts to past students who wish to undertake another course at the same institution, ensuring engagement (via social networking software?) with the institution, etc.  Some of the projects will be IT based and will focus on the social networking aspects, others will be less IT heavy. In both cases, the majority (bar one or two projects who were also involved in last year's Relationship Management projects - including Jean Mutton at Derby Uni) will have had no experience of service design or even what it is. Derby have produced a basic guide to service design - this has been a helpful way to provide a basic introduction to service design to their team . I will be delivering a half day introduction to Service Design, mentoring the projects teams and giving feedback on project deliverables. I can't wait to get started! [post_title] => Service Design at the University of Bolton [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => service-design-at-the-university-of-bolton [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:10:42 [post_modified_gmt] => 2019-12-04 00:10:42 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=1179 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [99] => WP_Post Object ( [ID] => 4091 [post_author] => 2 [post_date] => 2011-02-11 15:35:42 [post_date_gmt] => 2011-02-11 15:35:42 [post_content] => I am very excited to say that Global Service Jam is officially alive and kicking. It’s happening and it’s coming to a city near you!!!!! When we say ‘jam’ we mean:  “Jamming”: Developing new ideas through cooperation, improvisation and creativity. Location: Planet Earth. Rocking the world of service design and customer experience. This is kind of a big deal! Sarah put up a little site for organising the Global Service Jam event in Scotland on the 11th to the 13th March 2011. Make sure you sign up and get involved!
global service jam 2011

global_service_jam

So how does it all work?
“On 11, 12 & 13 March, 2011, people interested in service and customer experience will meet all over the globe. In a spirit of experimentation, co-operation and friendly competition, teams will have 48 hours to develop brand new services inspired by a shared theme. The Friday evening (local times) will see service designers, customer experience folks, students, professors, businesspeople, anthropologists, customers, hackers and actors converge on jam locations all over the world. After meeting up and warming up, they will be given a set of common themes for a brand new service. Based on brainstormed ideas, teams will form. Then it’s time to get practical. The teams will have less than 48 hours to research, ideate, prototype (and iterate) their service using whatever methods they want to explore. A social media thread will make sure that all teams – worldwide – will know what is going on, and who is working on what. Groups will learn together, experiment, and bounce ideas and techniques around the planet. On Sunday afternoon, each team will upload their ideas in a digital, disseminable form, under a Creative Commons license. (The idea remains yours, but the world will see how you made it). Sound like fun? Perhaps you want to run a local jam? Or perhaps you want to find other people local to you who might be interested? Maybe you just want to enjoy the buzz? Get on list at www.globalservicejam.org and keep in the loop by following @GSJam,,,
Round of applause for Adam and Markus who have made the Global Service Jam a reality. The two chaps really are one of a kind -  thanks to them I now carry a rubber chicken in my bag every day … watch them in action at the Service Design Network conference below. http://vimeo.com/15969083 [post_title] => Global Service Jam [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => global-service-jam [to_ping] => [pinged] => http://vimeo.com/15969083 [post_modified] => 2019-12-04 00:10:43 [post_modified_gmt] => 2019-12-04 00:10:43 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=387 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) ) [post_count] => 100 [current_post] => -1 [in_the_loop] => [post] => WP_Post Object ( [ID] => 19392 [post_author] => 92 [post_date] => 2020-04-16 11:18:02 [post_date_gmt] => 2020-04-16 11:18:02 [post_content] =>

Imagine going about your normal day without access to the internet. At the time of writing, during the COVID-19 lock down that’s more inconceivable than usual with most of us relying on it to do our work, shopping and socialising. But for many, even in ‘normal’ times, access to digital services is highly problematic and contributes to their exclusion from essential services.

Those who depend on the government’s digital services need internet access to sustain their lives. Snook have met people who couldn’t log into their Universal Credit accounts and lost benefits as a result, and there are countless children who are expected to do schoolwork online but have no suitable device to do so at home. By excluding people digitally, we are excluding them from society.

The crisis has precipitated a lot of progress in digital inclusion. From Government Zero to DevicesDotNow to No One Left Behind. A lot of organisations are working together to quickly help people get online and get the support they need during this crisis. Their work builds on decades of experience of working to bridge the digital gap.

The Scottish Government commissioned Snook to synthesise existing research into recommendations for digital inclusion. This research, much of which is Snook’s own, ranges from digital rights with parents and carers, to digital exclusion of children in poverty, to the experiences of getting online for older people.

This is a summary of our findings, which can be found in full in our report, unpacking the complexity of digital inclusion. We see it as a useful resource to provide context to the work going on today.

The key factors in digital inclusion

1. Low cost and accessible connections

Access to the internet is the foundation of digital participation, and people often have limited power over this. Home broadband packages can be confusing, with hidden fees and people feeling forced into contracts. Public Wi-Fi provisions lack bandwidth, block access to certain applications such as streaming services, and are time limited. We met a woman who knew all the hotspots, — as well as their time limits — at cafes and other public spaces on her route to work. She would plan her journey so she could get access to essential services on her commute. Smartphone data, particularly on pay-as-you-go, is the most expensive way to access the internet, and people report struggling to manage their data usage.

“Some people will go without claiming benefits because they have to apply online. People don’t have the IT skills to do this, or access to computers or internet at home. Out of the 50 people we support, only 2 people have home broadband and Wi-Fi, although half of the young people have data on their smartphones.” — Carr Gomm support worker (Online Identity Assurance, 2018)

2. Motivations to get online

People who don’t currently have access need a good reason to go through the rigmarole of getting online. Personal needs such as contacting relatives, shopping or doing homework are strong motivating factors. When people feel forced to go online by certain services they feel disempowered, which isn’t the best place to start learning from. Even when given access to devices, new users without a clear drive of their own are unlikely to use them. For people living with a disability, there is a greater motivation to use digital services, as they are often more inclusive and user friendly by default. However, more is needed to make services accessible and joined up, for instance by encouraging more face-to-face interactions..

3. Access to appropriate (connected) devices

Owning a device allows a person to use it at home and in their own time, and usually increases their digital skills and confidence. Issues are raised around privacy and security if they have to share a device. In families, children are often the driver for acquiring a device to help them with school work and to feel included in their peer group. Providing devices is a quick and easy way to contribute towards digital inclusion, but it needs to go hand in hand with the provision of an internet connection.

4. Skills, confidence and safety

The fourth piece of the puzzle is about giving people the skills and confidence to get online. Most adults worry about how organisations access, process and share their personal data. Technology can be seen as a tool for abuse, but that doesn’t stop people from sharing information, opinions, and photos freely on social media. Despite high levels of concern for child safety, parents don’t trust safety measures such as parenting controls. All these fears can contribute to an aversion to getting connected.

What needs to happen to include everyone in the digital world?

Training needs to be offered and exchanged

Some people get digital skills through employment or education, while others rely on those in their immediate circle. Every person’s needs and motivations are different. This suggests that tailored, task-based training works best. Learnings from community-centred initiatives need to be shared, and skills could be exchanged between user groups.

Our digital rights need to be clear

As more services become digital, we can expect to see more people encouraged to use technology. Concerns for online safety can be a barrier for people choosing to go online. More knowledge is needed around how people can protect themselves online so that they can navigate the online world safely.

Connectivity is a basic need

People make light of the idea that digital should be the most basic of Maslow’s hierarchy of needs — over food, water, shelter, and warmth — but there is evidence that people do, to an extent, prioritise connectivity over food and comfort. Some refugees, for instance, are known to have asked for Wi-Fi or charging services ahead of food or water on arrival in a new country.

When people lose access to the internet though disruptive life events such as unemployment or illness, their connectivity is not addressed as a key need to help them get back on their feet. Regulating connectivity as the fourth utility will help reduce inequalities and allow more and more people to maximise their digital impact.

The full report can be found here.

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106 results for Research