"With record numbers of 16-24 year olds not in education, employment or training, there is a pressing need to improve how young people secure the opportunities they deserve. Jargon such as ‘NEET’ not only does many a disservice, but presents the situation as a problem of economic policy rather than an opportunity to do something practical to help. The Design Council in partnership with Nominet Trust is running a competition to design, build and launch new digital products and services that help young people develop their talents and make a living. We believe well designed digital technology can build upon the skills and abilities of young people and the exceptional work of those already supporting them."We will be working with; Young Scot , a national youth information and citizenship charity for Scotland. They provide young people, aged 11 - 26, with a mixture of information, ideas and incentives to help them become confident, informed and active citizens. Firstport aims to release the potential of social entrepreneurship in Scotland to benefit communities and individuals and to promote social change. Telaco is a web development & communications consultancy based in Glasgow, Scotland. Six by Six are specialists in enterprise level online technology and e-commerce systems on Linux and PHP platforms. Our idea is called Newstart - A programme that enables young people to form temporary micro-enterprises that respond to burning, societal questions via online publishing. Newstart will allow young people to develop soft skills in communication, collaboration and self-organisation, whilst gaining practical experience of self-employment. I'm really excited to be taking this forward, thanks to our partners and Design Council and Nominet Trust for believing in the idea. Watch this space. [post_title] => We're working on the Design Council's Working Well challenge [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => were-working-on-the-design-councils-working-well-challenge [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=2850 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => 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 tableBefore 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[/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[/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[/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 )  => 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:
- Think data by default
- Make data open and accessible
- Empower citizens with engaging data
- Open Data catalogue, 370+ datasets from health and environment to social housing. Suitable for digital savvy citizens, developers, data analysts and data scientists.
- City Dashboard to create your own dashboard and see real time data in action. Medium digital knowledge, as simple as using Google Drive.
- Interactive Maps for citizens to see how data works in the city and discover datasets in their neighbourhoods or everyday life. Suitable for basic digital knowledge, easier than Google Maps.
- Interactive infographics showing how data is harnessed to generate insights and inspire targeted service redesign. Basic digital knowledge.
- Citizens engagement through community mapping in experiencing the city through data. Increase citizens digital skills, connect communities and discover new datasets together. For digital beginners, people of all ages and backgrounds.
- Combine shared datasets to predict the behaviour of the city
- Stimulate innovation with Data
AyeMindOur project in collaboration with NHS Greater Glasgow and Clyde, funded by the EU Chest gets started. Throughout 2015, we co-delivered our AyeMind service (previously Project99) with 23 partners across Greater Glasgow, Young Scot and the Mental Health Foundation, continuing on into 2016. Our particular favourite moments are the workshops with young people building animated gifs to create content for the service and hearing about our service being used by professionals in the field to find digital tools to use in the mental health field. Dearest Scotland Dearest Scotland, our self-initiated project crowdsourcing letters to the future of Scotland hits the target of £10,000 on Kickstarter with the support of you. We get our first book design underway and partnership with publishers RingWood Publishing. You can purchase the final book here. Creating digital tools for mental health and employment support We continue our research with the Department of Health and Department for Work and Pensions on how digital can support the journey in, out and during employment in relation to positive mental health and wellbeing. In partnership with The Point People, we are re-commissioned to produce follow-up solutions on how the research could be taken forward into products and services by the system. You can read the report below: Culture Shift Athens In partnership with the British Council, we run our 4th Culture Shift, this time in Athens. Alex and Sarah spend three days in the Greek capital running a hack focused on surfacing more grassroots cultural activity in the city. The event is supported by Google and the winners take a trip to Youtube in London. Carr Gomm We complete our 9 month relationship with the fantastic Carr Gomm. We worked inside the agency to actively embed design thinking to improve their innovation capacity and service design. The results created Carr Gomm futures, an in-house research and development unit, which is now actively staffed, and a series of projects where cross sections of the staff came together to research and design new interventions to improve their care delivery. Department for Education In March, we kicked off our 12 month project with the Department for Education, Codesigning Care. Based out of London, we have been working with Affective State, Kent University and the University of Portsmouth. The project explores how technology can support young people in care to stay safe; recognise and manage their emotions and behaviour; and communicate more effectively with practitioners. Glasgow Service Jam Our long time friends, The Global Service Jam, come around again and we run the annual Glasgow leg of the Service Jam. We love running this event where anyone with or without 'design experience' can come together and learn a bit about prototyping, design and have some fun on the side too. Innovation Labs Led by Valerie Carr, in partnership with SeeMe, we brought together a great group of people from all over Scotland to work on ideas and projects that help tackle mental health stigma and discrimination. Culture Shift Dubai We run our second Culture Shift of 2015, this time in Dubai at the JamJar. Our wonderful friends at Flux Video produce an amazing video of the weekend. The final report can be found here. Open London office We confirm our London office and get to work on taking over a space in collaboration with Origin Housing Association. In collaboration with The Point People, we open The Interchange: London. Hello London! Snook visits Austria We are kindly invited by the Travel and Tourism Research Association (TTRA) to keynote on Social Innovation and how design is considering the total experience of tourism. We talk about the Glasgow Smiles better campaign, and how involving the local community in service delivery can drive results and volunteering in cities. Apps for Good We continue to work with Apps for Good to research their fellows programme. We spend time with young people who have been on their programme, reviewing their experience and looking at the process of the competition. We spend a fantastic evening in Reuters, London, witnessing 11-16 year olds pitch and present their apps for social good. Systems Changers Systems Changers has been a particularly special programme for us in 2015. Working with The Point People and Lankelly Chase, we support the branding and running of this initiative. Systems Changers is an investment in frontline workers who support people facing severe and multiple disadvantage. The projects enables them to develop their voice, their collective knowledge and their influence on a wider system. We worked with 10 frontline workers up to December this year embedding skills from systems thinking to service design to surface insights on how the system needs to, and can be changed from the perspective of frontline workers. Includem: Now Including Design Keira finishes her 12 month programme with Includem whose one-to-one support model helps young people in creating and sustaining positive changes so that they lead happy and healthy lives. The Transitional Support Service takes young people through the transition from Child Services to adult life and the charity asked Snook to help develop the future of this service. Read more about Keira's experience here. Know How What a year we spent with Broadway Cinema! In collaboration, we ran a £1 million 12 month programme Know How that supported arts, cultural and heritage organisations across the East Midlands to develop design and digital thinking capabilities inside their organisation. We had a brilliant time working with Broadway and the story doesn't end here. BFI Cinema Know How kicks off Continuing our work with Broadway, we create Cinema Know How. It aims to deliver a bespoke, forward thinking and open source programme designed around the cinema experience with impact for venues, their audience and culture change. From June onwards, we worked with Broadway to test the programme and then open up the programme to six new cinemas. CycleHack 25 cities We support the running of the second Global Annual CycleHack. CycleHack is a global hack focused on reducing barriers to cycling. This year, it takes place in 25 cities and our friends Maklab and Trakke dive in to support the initiative from our home town in Glasgow. SmartSTEMs Our friends at Seric launch SmartSTEMs: encouraging, involving and inspiring more young people into science, technology, engineering and mathematics. Their first mission in 2015 is to inspire young girls, aged 11-18, to become the great thinkers and creators of tomorrow. Snook's Sarah gave a talk on co-designing a better world in a room full of inspiring young girls in June and even managed to fit in a brilliant Mexican wave! Core 77 Award So, we only go and bag the top award from Core 77 in the Social Impact category for CycleHack. We're honoured, given the other awards went to some of the biggest design agencies, including IDEO. Glasgow City Council Website We continue our work with Glasgow City Council to engage citizens in the re-design of their new website. A first for the Council, we directly bring the public into the process, researching their needs from services and relaying this back iteratively week on week to the Council to modify both their user experience and content for their forthcoming new site. Make Things Last (Zero Waste Scotland) We support Zero Waste Scotland and their Make Things Last campaign to run a quick fire hack in our studio to develop new service models for the shared economy. Ideas span from recycling and reusing birthday cards to rent a suitcase models for travelling. TedxPortobello We take part in Tribe Porty's first TedxPortobello: an amazing event we feel lucky to be part of. Our Sarah manages to squeeze her design journey into less than 15 minutes. Sexual Health and Wellbeing report Working with Young Scot and LGBT Youth Scotland last year, we explored young people’s views on sexual health and relationships in the Greater Glasgow and Clyde area for the NHS GGC. Young Scot hosted an online survey and all partners were involved in a series of workshops with young people. We worked closely with a core group of young people who acted as peer researchers through The Matter process, producing a newspaper outlining their findings. The results were published and our original report here. Design for health | Sheffield Valerie is invited by Sheffield Hallam University to take the lead of a team at their 24 hour Design Challenge at the 2015 Design4Health conference, organised by Matt Dexter and led by Julia Cassim of Kyoto Design Lab. Revolution Talk at Creative Edinburgh Mornings Sarah gives a new talk entitled 'Revolution' and building movements for our friend Alex Humphrey Baker at Edinburgh's Creative Mornings. Vista Over a four-month period, our Andy and Alex facilitated 5 workshops with Vista: a leading provider of services for blind and partially sighted people in Leicester, Leicestershire and Rutland. The initial brief aimed to deliver and support the upskilling and capacity building of staff at Vista by introducing members of the team to design thinking and service design processes. New Office and Interchange opens We move! Our team rolls their sleeves up to move us from our humble beginnings on Bath Street to our mammoth new space on Miller Street. We open our co-working and events space which still has space and is open for events at half day and full day rental. Stirling Futures Lab We run a hack focused on Stirling City Centre and the forth coming Culture Plan. On behalf of Forth Valley College, we invite students to build prototypes of what they'd like to see the city centre used for. Society by Design Pecha Kucha In collaboration with Taktal, we run a Pecha Kucha at the Whisky Bond entitled Society by Design. We ask what design means to different sectors of society and how we apply the process to engage citizens in the design of the future. Our very own Valerie and Keira take to the stage. Better World by Design Sarah is flown out to Providence in the States to join a panel with the Director of Frog and curator at the Moma in NYC under the fine roof of Brown University. We have an amazing time and kudos to the brilliant organising panel who like to dabble in Karaoke too. Dearest Scotland Book Launch at Scotgov What a year for Dearest Scotland. We close the core of the project with an invited exhibition inside Scottish Parliament and book launch in Edinburgh. We're particularly happy when Nicola Sturgeon shows up to grab her copy of the book dressed in the brand colours. And that's it – Snook's first published book. Culture Aberdeen We begin an exicitng new project with Aberdeen City Council to support them in engaging citizens and the cultural sector to co-produce a Culture Plan for the city. We launch a Citizens Circle and Culture Circle to support the development of wider public events. We're continuing to run and update Culture Aberdeen here into 2016. Walk Hack Building on our CycleHack work, we support Sustrans to develop a model to bring interested citizens together to encourage walking in the city. Run by Keira and Sam, they bring together a variety of groups to undertake fast paced research and create design interventions and prototypes for the city. Inspiring City Awards We don't win but at least we're shortlisted for a finalist in the Inspiring City Awards for young business person of the year. The whole team join the evening and our Eve wins selfie of the evening (she does do communications after all!) Whose Round Freshers Weeks Our work from 2014 continues on in 2015 as we deliver our Alcohol Awareness work for NHS Greater Glasgow and Clyde. During September, our busiest period kicks off, spending time at Fresher Festivals collecting Dear Alcohol stories from new students. We will be publishing these in 2016. Innovative Learning Week | Edinburgh University We work with our friends at Edinburgh University to co-design a hack pack and model for rethinking events at the annual Innovative Learning Week. Aye Mind Gif Workshops AyeMind continues to grow over 2015 and we run a host of workshops with young people to create animated GIFs for the Aye Mind site. London Design Festival Launch We take part in London Design Festival and Emma opens up our London base to talk about Snook and Service Design. We co-host with Jon Foster of Origin Housing Association, Settle and The Point People. Unusual Suspect festival Social Innovation Exchange (SIX) from the Young Foundation bring their conference up North and Snook support in designing the host tools, opening up our new studio as Café during the festival. Over 600 people engaged with the Festival across the city. #UnusualGlasgow was supported by the Big Lottery Fund Scotland, Nesta, and the Joseph Rowntree Foundation. Rebase Dublin Our friends at Rebase, Dublin kindly invite Sarah over for a flying visit to talk about social innovation and design. BadgeMaker We're awarded a Vocational Learning and Technology fund by the UFI charitable trust to continue the work on BadgeMaker we began in 2013. BadgeMaker will allow young people to display a range of skills that build upon traditional qualifications. As educators and businesses devise their own badges, we're expanding the ways in which young people can personalise their learning. Badges act as a digital form of validation that can be shared with educators and future employers. We're excited to be working in partnership with Borders College and Dynamically Loaded to bring this to life in 2016. Promoting Change Network We work with Lankelly Chase again to run a two-day Promoting Change Network event in Birmingham with 150 people. We come together to discuss actions we can take to create a supportive, trusting and relationship-based approach to end severe and multiple disadvantage. The groups create 14 projects for taking forward in the New Year to drive a movement around equality and people facing severe and multiple disadvantage. National Galleries of Scotland We run a project with National Galleries of Scotland and pupils from James Gillespie High School in Edinburgh to design interactive media concepts to promote the gallery to their peers. Students took part in workshops, designed in collaboration with us, thinking about what they might want to gain from looking at modern art in a gallery setting. The aim of the project was for the students to come up with ideas for a digital resource, using the exhibition as inspiration, and to learn about digital career possibilities within the creative industries. Read more about the project here and the outputs here. Fife Council We run a hack focusing on the future of the digital work force with Fife Council. This is a first step into this practice for the Council. Hosted in collaboration with Microsoft, we work for a day with staff from different departments to design new initiatives around what the future workforce needs to meet the needs of service users in the future. Domino Letting We work with our friends at Domino Letting to document their end to end processes. We love working with local business and supporting them to become more efficient and customer-centric in what they do. We create a new service manual for the letting agency and a digital Wiki to continuously update and find work processes for all new and existing staff. Home Care We continue to work on a new online Home Care service. We undertake research with UK citizens and their families to research the feasibility of buying home care online and design a service model for integrating care providers, council direct payments and service users all into one journey. The final alpha product is being built now for testing in 2016 which we'll be supporting. Service Design for Uni Training Working with our long time collaborator, Jean Mutton of Go Process Design, we deliver our final training sessions in Service Design for Universities. This year, we've worked with SROC and self-hosted the training in our own Interchange. Expect more of this in 2016. Loch Lomond and Trossachs National Park win award Our friends over at Loch Lomond only go and bag themselves an award from Scottish Government for Our Live Park, an initiative that Snook supported back in 2014 to improve the engagement with the local community in the Main Issues Report. Congratulations team! Andy in Poland Our Andy heads over to Krakow to present at #WDKRK on design innovation. He gets over 150 people playing with play-doh and delivers a stellar talk. New Brand Over 2015, with a growing a team and getting our studio move underway, we slowly developed a new brand. You'll see from some of our open blog postings, it's really tough to make the time to service design yourself. We're going for the soft launch approach, you may have seen elements of it appearing across our platforms but we're awfully proud of our new logo and brand. Keep your eyes peeled for our new website in 2016.
What can you expect in 2016?There are some big new projects in the pipeline that we can't quite announce yet but will be coming to your inbox shortly in 2016. We're continuing to support CycleHack in 2016 and will be helping them get over the line of 70 cities this year. We're going to be running our own training on service design and sector specific training: from health to cultural sector. With over 7 years experience designing services and 150 projects under our belt, we don't just bring the textbooks and methods but case studies and stories of how it works in the real world. So, cheers and here's to a brilliant 2016! [post_title] => 2015 | A year in review [post_excerpt] => We opened a new office in London, grew its central HQ in Glasgow to a beautiful new space and notched up some fantastic new collaborations. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => snook-2015 [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:41 [post_modified_gmt] => 2019-12-04 00:09:41 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=9181 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 6521 [post_author] => 2 [post_date] => 2014-01-02 23:47:09 [post_date_gmt] => 2014-01-02 23:47:09 [post_content] => As we welcome the New Year and get ready for an exciting run of new and continuing projects we thought we'd take a look back at the successes and highlights of Snook last year. It's been an eventful 12 months, so reflected in the expansion of our team, which has grown to ten people; in addition to further collaborators particularly within the digital sector. Thank you to everyone who has come and gone, and to all the internees we've had, all of whom you can read about here. Overall, we've seen a real shift in the way we're getting commissioned to undertake design work. There is a greater and more meaningful emphasis on co-design and putting people first which is a great development in Scotland, particularly aligning with policies such as the Christy Commission from a few years back. We've also seen increased confidence in the design process allowing for more open investigation rather than restricted deliverables in our process. This means our work turns into delivering project initiation documents and service principles as opposed to merely service blueprints, journey maps or a range of personas. We've seen a rise in the use of service design methods in organisations and an surge in design 'jams' and camps which can only be a good thing for the design industry in Scotland. For Snook and the wider industry, this means there is a good basic knowledge in the tools and techniques of design which can result in better procurement and commissioning of design. One of our most interesting learning developments this past year has centred around embedding design, in line with discovering what works and what doesn't in both the private and public sector. Personally, the development of Stirling Makes, an in-house research and development capacity within Stirling Council has been one of my highlights, presenting both successes and challenging moments in terms of building confidence in a design led approach. I hope in 2014 we can continue to develop and implement design labs within and in partnership with Scottish local authorities. We've continued not only to advise on service and product design but also develop our own products and programmes which you'll find in our review of The Matter programme and work on Mozilla Open Badges. Further to this, MyPolice makes a comeback, providing us a real lesson to the fact that you can put things on the shelf, but they can still be relevant years down the line. So for our highlights (and there have been many). Indeed too many to mention that we apologise for missing some key events and opportunities that we've been part of or indeed slightly altering the timeline of events... A very sincere thanks to everyone who has supported us and worked with us during 2013.
We launch The Matter with our partners Young Scot in London as part of the Working Well Challenge from the Design Council and Nominet Trust. The Matter is a programme that gives organisations the opportunity to ask young people an important question and supports young people to research, design, publish and launch their own newspaper in response to it. In 2013 we completed two paper editions with Edinburgh and Stirling Councils and have been commissioned twice more for the same programme in 2014 by NHS Greater Glasgow and Clyde.specialist adviser of Service Design and Innovation for the Cultural Enterprise Office and begins supporting new starts to think about their value propositions and services they offer in Scotland.
I'm honoured to be flown to Australia to keynote at ALIA in Brisbane, giving a talk on social design at RISD, and later spending time with Melbourne City Council sharing ideas about design and cities...though I didn't forget to grab some sunshine in Manly along the way. Andy Young leads work in Salford with Unlimited Potential as part of the Design Council's Leadership programme to tackle problem drinking, developing a concept called 'A Brew Club.' Valerie Carr and Lauren Currie take part in Design In Action's first Chiasma on Diabetes and are funded to take forward two projects, T2U and Low Sugar Shop, which we will be continuing to shape in 2014.
March is an exciting month as it sees the realisation of our embedding design ideas, which come to life just as we also join in the annual Global Service Jam. As a continuation of our report on The Learner Journey for Scottish Government, we worked with the government to embed a designer, Lizzie Brotherston to develop an interactive route map. Together we ran the Learner Journey Data Jam with the education sector and a range of designers and developers to bring concepts to life over a weekend, including a course map built from data released from educational organisations. This was a landmark event and is part of a steady flow of creative hack events being support by government including Project Ginsberg and NHS Hack Event. We co-host a Global Service Jam with Doberman in Stockholm and our own in Glasgow with Zahra Davidson.
April We teach service design to masters students in Austria for Marc Stickdorn at Innsbruck University, and welcome Prof. Chris Arnold's university class form Auburn, Alabama to our annual Service Design Masterclass, building service concepts for the Commonwealth Games. Bridge, a project we worked on with Glasgow University in 2012 based on keeping older people healthy in deprived communities in Glasgow via contact with their GP comes to a close. As the report is launched, evidence shows that thanks to the project some older people are undertaking more physical activity in their daily lives. We win the Technology Strategy Board and Mozilla Education contest with our entry Badgemaker, funding us to work on a platform to use Mozilla Open Badges in schools in Scotland and welcome Lizzie and Vala full time into the team later on in the year to lead this up.
Over the summer we work with the MMM Group taking the service design approach into their transport consultancy, while assisting in the holding of their own jam which developed a Mobility Management toolkit and established embedded design into their organisation.
June Valerie Carr works with the Lancaster University Creative Exchange team and other SMEs to develop a set of procurement guidelines for authorities. We continue to work with Lancaster by giving a short talk on service design with organisations including Engine, Design Wales and Policy Connect relating to their research into service design as part of SDR UK and later lecturing on their Design Management MA course. Lancaster University continue to push forward the agenda on conducting research into the practice and we will continue to follow their work on the SDR UK platform and look forward to the Servdes Conference in 2014. We work with ACOSVO, looking at how service design can support them to shape their business offer and speak at their annual conference later in the year to a host of third sector organisations.
July We continue our relationship with Hyper Island with Andy Young leading this project in Manchester. We've always valued this relationship and the amazing talent of the people we've often had come work with us at Snook from Hyper's UK and Stockholm bases. Snook win a share of a £620,000 digital fund through Creative Clyde to develop a digital arm of our service. We're brought back to work on Sync 2013, after Andy delivers some great projects from 2012 with the Military Tattoo and MacRobert. We become even more excited about the possibility of technology and cultural organisations in Scotland. Sync will be launching the final results in early 2014 so we'll make sure to share them.
August Restarting Britain 2 from Design in Action on Vimeo. Lauren speaks in Scottish Parliament on the launch of Restarting Britain 2 with Design in Action. We complete our work on Care Information Scotland, which Roxana Bacian and Valerie Carr lead up for NHS24. We deliver a complete service blueprint based on months of work with carers and informal carers across Scotland, co-designing an information service for NHS24 to deliver in 2014. We work on ADD-ART in collaboration with Social Value Lab. This is a Greater Glasgow and Clyde NHS Community Health Partnership programme which uses creative writing and drama to support those recovering from addiction. We work with our partners to bring a service design and evaluation approach together to advise and showcase the impact of the service.
September Peer-ing into the future from Pioneers Post TV on Vimeo. In September, I am flown to Providence in the United States to keynote at the Better World by Design Conference at Brown University and Rhode Island's School of Design. This is a phenomenal experience at which I see a great opportunity to quote from Irving Welsh's Trainspotting while discussing how design can support the development of a country. We work with the National Galleries of Scotland on plans for their gallery spaces and enjoy getting down to the details of how this will operate. It's awards season and we're delighted for Lauren to be nominated for Recognition of Outstanding Contribution to Business at the Association Scottish Business Woman Awards, and I for Outstanding Contribution by a young person in business at the People Make Glasgow Awards. We work with UnLtd and Santander to develop Nightriders, a programme we are launching in February 2014 to bring together people who want to make good things happen in Scotland. It is an eight week programme that is led by the first cohort in a repeat of the programme. Our hope is that the network will grow and develop over time to become self-sustaining. You can follow our updates of this project on twitter. We run a workshop in collaboration with the Home Office around online public and police feedback. This is a great moment for MyPolice, which whilst successful in its 2011 pilot in terms of results, then wasn't the right time for its implementation by regional police authorities. We're hoping in 2014 to see more developments, so watch this space.
October We spend the weekend as the Badgemaker team at the Mozilla Festival which blows our minds. It was great to have the first developed paper toolkit of Badgemaker on show, which had conference goers developing over 100 Open Badges. Glasgow City Council has recently received £24 million awarded by the Technology Strategy Board and are running a program named Future City Glasgow with the objective of making life in the city safer, smarter and more sustainable. Struan and Robin begin work on the programme looking at how a smart city can rethink waste and road repairs. We're documenting our work on a blog and are excited about being employed on this platform alongside many other fantastic partner organisations. Andy goes on a business mission to China, touring and talking about Snook, product and service design with BiS and the Creative Industries KTN. We run a Snook soiree, an event bringing together our whole team and a chance to share all the work we've been doing and the lessons we've been learning over the past 4 years. This is a great opportunity to finally catch up as a team and put together all our work and share it online via a live stream link. Roxana leads a design camp regarding the process of Edinburgh University Student Information which we deliver in a report for development in 2014. We talk at Community Engagement 2013 and run a workshop on using social media and engaging communities in Scotland and at the Northern Lights Conference in Aberdeen on digital by default.
“People can’t understand the design process because they can’t see it.”Perhaps this is the same with coproduction. By using designed character cards, pathways on a board and visuals of areas participants in the crusade were able to SEE their process. We captured it visually, in the form of a storyboard. One participant discussed the power of the way we worked together:
“We talk and talk about this until we are blue in the face, but you have just brought to life a story around what we were discussing and made it tangible. You could make an action plan out of that right now for a new project.”One participant commented on the value of design;
“It’s all about visualisation and prototyping. Those are the two things that set design apart from other disciplines.”The day ended with David Boyle reminding the audience there is no silver bullet or magic pill for this stuff, we don’t have the answers but Snook does have a ‘co-production crusade’ that brings the process to life … hopefully a step in the right direction. [post_title] => Co-production crusade [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => co-production-crusade [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:10:45 [post_modified_gmt] => 2019-12-04 00:10:45 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=362 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 4062 [post_author] => 2 [post_date] => 2010-09-09 22:33:30 [post_date_gmt] => 2010-09-09 22:33:30 [post_content] =>
Skills Development Scotland are a non-departmental public body of 1400 staff, that brings together the careers, skills, training and funding services of Careers Scotland, Scottish University for Industry (learndirect scotland) and the skills functions of Scottish Enterprise and Highlands & Islands Enterprise. SDS play a central role in raising employment levels and productivity, they are fundamental to ensuring Scotland's businesses have the capability to compete successfully both now and in the future.
I spent 12 months working with the company to look at how design could be embedded inside their organisation to drive forward innovation, develop new service propositions and re-evaluate existing propositions. This project was undertaken in collaboration with the Glasgow School of Art's new Masters in Design Innovation course, and the outcome of the project is a thesis entitled 'Embedding design in the public sector: Changing our thinking.' This publication is will be available later this year.
I worked closely with the Service Design and Innovation directorate and front line service providers. The aim was to understand the organisation and focus on where design could be applied. The new Service Design and Innovation team must prosper inside the organisation as an in house design capability and work against a mentality where work falls on the business mental model of task based activity, departments in silos, and ideas are often developed from quantitative reports.
Academically the work challenged the development of a 'service design toolkit' and looked at a larger, embedding and CPD programme that would build the understanding and capabilities of staff to use design thinking. I worked on the case of how design thinking and processes can be used to drive forward innovation in a safe and simple way, demystifying design and breaking it down into bite size chunks.
I looked at how design would become the DNA of the company and permeate every activity and department. The project was less about design as an activity or process but more about creating a designful company; an organisation that was capable of developing great service experiences rather than just jumping straight into delivery mode.
The work pulled together 'design tools' and other methodologies from various disciplines to map these around a process so that people associated activities with different stages of service development. The paper challenges organisations to work much more in diagonal slices rather than in silos, to create collaborative and knowledgeable action teams who work on projects together, rather than separately.
The main focus of this work was to create a development process for the staff and departments to use as their core process. One of the major issues inside the company was that people couldn't see design or it's process. Taking the existing development process for SDS, I created a development wheel that takes new policy/ideas/projects from discovery to delivery using design led activity and thinking.
The development wheel has been approved by Skills Development Scotland's board and is now being used by the company to document existing work and develop new service experiences.
Further to the development wheel, I initiated a pilot project to look at how the company operate and deliver services to their customers. The pilot is still ongoing and is focused on unlocking the expert knowledge of careers advisors and enabling them to use discovery and ethnographic techniques to understand the needs of their users from a service perspective, considering the entire experience, not just the moment of transaction. The pilot will culminate in the staff running their own co-design workshop to build ideas about how their space can be re-designed from a service thinking perspective. We will then lead staff through a prototyping phase to test the ideas they generated during the workshop, and build a visual report that outlines bigger systemic issues that need to be tackled by the organisation.[post_title] => Embedding design in Skills Development Scotland [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => embedding-design-in-skills-development-scotland [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:10:48 [post_modified_gmt] => 2019-12-04 00:10:48 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=165 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) ) [post_count] => 7 [current_post] => -1 [in_the_loop] => [post] => WP_Post Object ( [ID] => 2850 [post_author] => 2 [post_date] => 2012-07-10 10:55:37 [post_date_gmt] => 2012-07-10 10:55:37 [post_content] => I'm very pleased to announce we were accepted to go forward in the Design Council and Nominet Trust's Working Well challenge. After a whistle stop tour to London to pitch we were informed that we'd made the final three. At Snook we're pretty blown away as some of the others entries were of a really high quality. The challenge;
"With record numbers of 16-24 year olds not in education, employment or training, there is a pressing need to improve how young people secure the opportunities they deserve. Jargon such as ‘NEET’ not only does many a disservice, but presents the situation as a problem of economic policy rather than an opportunity to do something practical to help. The Design Council in partnership with Nominet Trust is running a competition to design, build and launch new digital products and services that help young people develop their talents and make a living. We believe well designed digital technology can build upon the skills and abilities of young people and the exceptional work of those already supporting them."We will be working with; Young Scot , a national youth information and citizenship charity for Scotland. They provide young people, aged 11 - 26, with a mixture of information, ideas and incentives to help them become confident, informed and active citizens. Firstport aims to release the potential of social entrepreneurship in Scotland to benefit communities and individuals and to promote social change. Telaco is a web development & communications consultancy based in Glasgow, Scotland. Six by Six are specialists in enterprise level online technology and e-commerce systems on Linux and PHP platforms. Our idea is called Newstart - A programme that enables young people to form temporary micro-enterprises that respond to burning, societal questions via online publishing. Newstart will allow young people to develop soft skills in communication, collaboration and self-organisation, whilst gaining practical experience of self-employment. I'm really excited to be taking this forward, thanks to our partners and Design Council and Nominet Trust for believing in the idea. Watch this space. [post_title] => We're working on the Design Council's Working Well challenge [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => were-working-on-the-design-councils-working-well-challenge [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=2850 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [comment_count] => 0 [current_comment] => -1 [found_posts] => 7 [max_num_pages] => 1 [max_num_comment_pages] => 0 [is_single] => [is_preview] => [is_page] => [is_archive] => [is_date] => [is_year] => [is_month] => [is_day] => [is_time] => [is_author] => [is_category] => [is_tag] => [is_tax] => [is_search] => 1 [is_feed] => [is_comment_feed] => [is_trackback] => [is_home] => [is_privacy_policy] => [is_404] => [is_embed] => [is_paged] => [is_admin] => [is_attachment] => [is_singular] => [is_robots] => [is_posts_page] => [is_post_type_archive] => [query_vars_hash:WP_Query:private] => 3d697f48402541f66daa3b0ba0a7fa99 [query_vars_changed:WP_Query:private] => [thumbnails_cached] => [stopwords:WP_Query:private] => Array (  => about  => an  => are  => as  => at  => be  => by  => com  => for  => from  => how  => in  => is  => it  => of  => on  => or  => that  => the  => this  => to  => was  => what  => when  => where  => who  => will  => with  => www ) [compat_fields:WP_Query:private] => Array (  => query_vars_hash  => query_vars_changed ) [compat_methods:WP_Query:private] => Array (  => init_query_flags  => parse_tax_query ) )