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.
Our big questions were:
- How can we adapt our existing tools and processes to make them more sustainable?
- Do they need to be replaced with new ways of working altogether?
- What might these look like, and how can we prototype them?
- Finding ways to ask the hard questions: to ourselves and our clients, and at all stages of our project processes. For example: should we be designing this in the first place? Encouraging clients and organisations to identify their sustainability representatives and environmental policies at the start of projects might support this.
- Bringing futures thinking into conversations now: to consider the long term impact of our work, potential future users and their needs, and how to avoid unintended outcomes. Building time into our projects to free up thinking and consider possible alternatives with our clients was favoured.
- Working between scales: to navigate policy constraints that often result in red tape. While designers regularly aim to derive impact by working with influential organisations and policy-makers, community engagement and citizen’s/people’s assemblies can offer more direct routes to projects that avoid restrictions and extractive business models.
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 Health, the 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.
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.
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.
1. Aye Mind GIF workshopWorkshops, images, GIFs! Aye Mind is our project improving the mental health and wellbeing of young people by making better use of the internet, social media and mobile technologies. A collaborative project with brilliant organisations; NHS GCC, Young Scot, Mental Health Foundation and funded by the European CHEST fund. I led the first GIF making workshop, with the rest of the Aye Mind team, encouraging a small group of young people to have a dialogue about mental wellbeing through GIF making. Image making allows people to think about mental wellbeing and what advice they’d like to hear in a playful and creative way. Those feel-good images and messages can then be shared with others online. Since then we’ve created a mini version of the workshop, and we’ve published exactly how to run the workshop (including the downloadable materials) online. This means that the workshop has now been carried out at least 10 times by us and others, with over 300 people participating and an even larger number of positive mental wellbeing messages going out across social media. Check out #AyeMind to see the images and messages. Check out this post if you’d like to run your own workshop.
2. The new studio huntOur old studio was above a quintessential coffee shop on Bath Street, and we were fast outgrowing it. With no prior property knowledge, I set about finding a new design studio for Snook. What a hunt it was! I started by looking around the city at ‘office space to rent’ signs, phoning the numbers, working out how many square feet our new place would need to be. Gradually I started to understand rates and energy efficiency charts. I got to know a few estate agents over the months as I studio-hunted who were bemused by our requirements. Every estate agent in Glasgow: ‘You need a place with no carpets?’ Me: ‘Yes, a design studio never has carpets.’ Eventually, with some help from Anne and the rest of the team, we found our current studio, a huge spacious top floor office that needed some renovation. And here we are all settled in at 84 Miller Street!
3. Whose Round and Cash for Kids fundraisingUsing Whose Round, a project that promoted safer drinking for young people, in collaboration with Young Scot, we decided in 2014 to raise money for children’s charity Cash for Kids by asking people to swap a drink for a donation. We were promoting the message in bars on social media, at Christmas parties and all over the city. Eve and I spotted an opportunity; the taxi drivers of Glasgow. There are hundreds of them, daily coming into contact with thousands of Glaswegians night and day. If we could get our alcohol awareness message into their cabs we could reach a huge amount of people, and remind them to swap a drink for a charitable donation. Network Cabs liked the idea and invited us to their headquarters that day to drop off business cards with the message on. I hopped on a train to an old business park in the middle of nowhere, where I saw a taxi depot. I was taken to meet the Network Cab boss, who warmly shook my hand and took a huge bag of Whose Round/Cash for Kids promotion from me. They insisted that I got a Network Cab back to our studio on them and that Christmas we raised over £1000 for Cash for Kids.
4. Jam Jam JamThe Service Jam takes place across the world, strangers collaborate to design, build and test new products and services. The tagline is ‘48 hours to change the world’ and it’s a lot of fun. I went to my first jam in 2014, before I started working at Snook and the event opened my mind to the possibilities of service design. The next year I was a designer at Snook, and helped brand, organise and run the 2015 Service Jam alongside expert hack/jam/lab leader Keira. For the brand identity, I captured the wild spirit of the jam by pouring jam on the scanner for the poster! Then in 2016 I ran the Glasgow Service Jam, a lively event. Two people who attended Snook’s Service Jams are now running their own jam events in Ireland and Hungary, I hope we inspired them to inspire others.
5. Auburn SnooksAnother highlight for me was setting a mental wellbeing brief for American Auburn University students, and leading them through the design process alongside Eve. They came up with brilliant prototypes including; a campaign for Solitude, a location-based ‘Friendr’ App, a journal for reflection, a new way of linking with others playing sports, as well as my person favourite, positive messages on coffee cup sleeves.
6. Community Alcohol CampaignWe were faced with a tricky mission; to encourage people over 18 to think twice before buying alcohol for underage people, and to offer alternatives to drinking for young people in Glasgow. For this campaign, I loved trekking around Govan with Marie, armed with some simple activities that encouraged people to open up about the tricky topic of underage drinking in their community. We even re-appropriated the drinking game ‘Never Have I Ever’ at a youth club to get young people talking about their experiences of alcohol and what they felt should be done to combat it. This user research culminated in a tailored campaign that encouraged community responsibility through portraits and quotes.
See you soon Snook!The rest of the team have made all the workshops, interviews, away days, days in the studio, and nights out an absolute joy. Snook is a rare organisation with an attitude to learn and grow constantly. Always open to innovation within the company and looking at how things can be done better. I would recommend Snook to anyone looking for an encouraging workplace where they can have a real impact. [post_title] => 6 Snook Highlights from Charlotte [post_excerpt] => Moving on to do a master in Service Design at the Royal College of Art in London, after 2 wonderful years and 3 great months at Snook. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => 6-highlights-charlotte [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:37 [post_modified_gmt] => 2019-12-04 00:09:37 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=12229 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 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 )  => 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.
"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, SnookThe 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: click on the image to find out more and register to participate[/caption]
UXAs 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.”
“Come there’s somebody I need to introduce you to”[caption id="attachment_11774" align="aligncenter" width="600"] 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 )  => WP_Post Object ( [ID] => 11372 [post_author] => 16 [post_date] => 2016-04-28 17:45:53 [post_date_gmt] => 2016-04-28 17:45:53 [post_content] => We have a tradition going on here: since 2009, industrial design students from Auburn University come over for a visit and a Service Design training workshop. Charlotte and Eve facilitated these intense two days of researching, prototyping, testing and iterating. And, of course, there was a rubber chicken. Here’s an overview of what happened.
The BriefWe challenged the #AuburnSnooks to re-imagine mental wellbeing for students. Based on the Aye Mind project, we asked how to improve the mental health and wellbeing of young people by making better use of the Internet, social media and mobile technologies. This gave the students an insight into a real industry brief and encouraged them to tackle a difficult problem that might affect them and their fellow students.
Let’s DiscoverWe kicked off with a presentation of design methods and teaching the students the Double Diamond design process. Most of the students were unfamiliar with it but pretty eager to learn more!
100 ways to destroy an IphoneThe first challenge was to come up with 100 ways to destroy an Iphone in under a minute. This was a brilliant way to get everyone’s brain thinking about generating ideas quickly and easily.
The DiscoveryWe moved onto researching the problem. Research methods included interviews, group discussions and surveys to gain a deeper understanding of students’ mental wellbeing. The important element here was research planning, understanding of what’s out there and exploring/thinking about how younger people behave online. It was also key to talk to strangers, or each other about how mental wellbeing effected them, the challenge was to go deeper into the problem, and find out from real people how this issue effected them. Gaining this understanding would be key to designing solutions that really worked later on. Teams had an opportunity to think about what questions they wanted to ask and which methods would be best suited for this. The questions ranged from ‘What does mental wellbeing mean to you?’ to ‘What makes you smile?’ As both Charlotte and Eve work on the Ayemind project, it was interesting to hear the discussions #AuburnSnooks were having - for example, a common theme was the difference between ‘mental wellbeing’ and ‘mental illness’ and the stigma attached to language surrounding these.
Get DefiningFrom speaking to their peers face-to-face, online and talking to people on the street about the topic, groups gathered many insights. At this stage, it was important to get ALL of these insights out on post-its notes while chatting within groups. We chose a few insights and generated ideas around them using the Lotus Flower Idea Generation technique. Teams were encouraged to go around and comment on each other’s post-its. We then encouraged students to really quickly Freeze Frame four ideas, and prototype one. The Freeze Frame involved taking an idea, and showing a still of how it would work with your body as a group. That way, they could bring their ideas to life. The emphasis was on having fun and being speedy (plus silly) - an important part of workshops and hack events.
Now DevelopRapid idea generating and prototyping allowed the teams to hone in on one idea. They used Opportunity Cards to outline the idea, explore the problem it addresses and how it looks like. The User Journey Map allowed students to think about all the touchpoints/interactions of their service and how the user would experience it. After developing a rough prototype of the idea, the rubber chicken walked everyone out of the door and thus, encouraged further testing and iteration of the prototype and idea. For some of the groups, this meant going out onto the street to see what people thought of their idea, for others it meant observing how people interact and react to the idea. Getting early feedback allowed the students to come back for more iteration. They experienced the process of iterating an idea/product/service with the user in mind.
Aaaand Deliver!The close of our two-day workshop was called ‘Show & Not Tell’ - show us your idea, don’t tell us what it is, let us feel it, smell it, interact with it. The #AuburnSnooks presented their prototypes back to each other, their tutor and three designers from Snook. They received feedback on what they had developed. And a big round of applause for working so hard over the two days. Here are the five ideas teams developed:
Friendr AppAn app that allows you to connect with people when you arrive at a new place, like a new University. This group encouraged the use of technology in terms of ‘making social media social again’. Insights gathered during research and testing showed that we are all human beings and we love interactions. When we’re trying to find our feet at a new location, we like talking to friends and meeting people with similar interests.
Happy Coffee CupsPositive messages on coffee cups and cup warmers to help us feel positive about our day. What makes you smile? This was one of the questions the group explored during research. It’s all about the little things in life and making your day. Even though the team struggled to test these at the coffee shops in Glasgow, we definitely have been enjoying seeing them on our Snook mugs! Smiles all the way.
Sports AppAn app that helps young people find other people to play their favourite sports with, based on location. The group found that sport could have a positive effect on mental wellbeing. They found that playing team sports on campus was difficult to organise, especially when students first arrived. They developed a prototype of their app and tested it at Sports Direct, and found people who were willing to use it.
Solitude CampaignA campaign encouraging students to enjoy spending time alone. Self-awareness and reflection can do wonders. It’s important to stop every now and again and not being afraid to be alone for a bit. During research here, it was raised that social media/technology doesn’t sleep so we might feel overwhelmed by it all at different points of our lives. But it’s me time now!
ReflectA journal where students can write their diary entry, and highlight the positive parts. During research the group learned that the process of writing in a journal allowed for reflection, which is positive for mental wellbeing. When you look back at your diary entries only the highlighted part will appear. Reflect can be an app, a physical diary, or this group even tested out using a google form. We’ll be excitedly following what happens with the ideas now and whether teams will be implementing them back home. It was fantastic to have this bunch of #AuburnSnooks! We wish them all the best and we look forward seeing you again soon. If we got you interested in Service Design training workshops for students, why not get in touch with the Snook Training team? Drop us an email: email@example.com [post_title] => Service Design Training: 20 industrial designers explore the role of digital in students’ mental wellbeing [post_excerpt] => Service Design Training: 20 industrial designers explore the role of digital in students’ mental wellbeing. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => service-design-auburn2016 [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:39 [post_modified_gmt] => 2019-12-04 00:09:39 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=11372 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 11292 [post_author] => 14 [post_date] => 2016-04-19 10:14:30 [post_date_gmt] => 2016-04-19 10:14:30 [post_content] => We’re excited to announce the launch of Snook Training – a series of Service Design training workshops focused on specific sectors. We’ve developed these sessions from years of experience to support organisations in developing the in-house capacity to become customer-centred, design great services and deliver value to end users. With Snook training, we’re focusing on turning our experience and methods into sessions that train staff and showcase pathways to embed design and agile approaches inside organisations over time.
How it all startedAt Snook, we’ve always considered the importance of design-led organisations and the people within. These are fundamental to design and delivering great services that focus on user needs. This approach ultimately leads to increased revenue and/or improved efficiency. We know in our hearts it is right to focus on developing organisational capacity. As experts, we continue to lead in designing services, but we also want to ensure our emphasis remains on growing the organisations and the people we work with. For that reason, we have developed a series of training workshops focused on specific sectors where we teach design methods and the real how of developing a service and business that supports it. We have started with the Education sector, and we are iteratively developing these to work with our existing clients and sectors we have experience in. Over 2016/17, we’ll be launching an open Service Design Essentials for Businesses training and anyone working in the service sector. This includes developing specialist courses in service design for sectors including health, the cultural sector, local government and the cross-over within ‘digital transformation’ projects.
What’s on offer now?Service Design for Education training This training focuses on the education sector and higher education specifically. Why? Because in the world of increasing competition and external metrics, higher education institutions (HEIs) are facing pressure to perform. Increasingly, students are judging institutions by their overall experience and that picture is informing the choices they make. In addition, institutions are coping with legacy systems and the old way of doing things, and we all know there must be a better way to deliver a great student experience. Our training process of service design allows us to break down the student journey, the components of how the experience is put together and how it is delivered at the same time. We believe in future-proofing institutions by showing them how to be able to confidently design experiences for students and staff that work and are sustainable. As well as identifying new ways to solve problems that impact your institution, the one-day and two-day Service Design camps will teach you how to put your students, staff and key stakeholders at the heart of the design process.
Why should you come along?A key approach which is rapidly gaining ground in the Higher Education sector is to use human-centred design to make services more useful, usable and efficient. There is already plenty of evidence of how this approach has impacted on public service delivery – for one example, the SPIDER project. During out training, you'll learn more about ways of fostering continuous improvement and how to deliver consistent service standards whilst understanding client needs. This includes:
- An overview of the ‘prospect to alumni’ student journey landscape
- Comprehensive understanding of the end-to-end design process
- Understanding and practical ability to map the student experience
- Ability to prototype service concepts for testing in context
- Developing design briefs and project plans for implementing service design inside your institution
We’ll be joined byWe’ve teamed up with Jean Mutton to deliver the Service Design for Education training. Since 2007, Jean has pioneered the application of service design principles to improve the student experience working with a range of HEIs across the country. Jean has vast experience of working within the education sector having worked in management within the Higher Education sector for over 30 years. Jean is a consultant in service design and co-authored a Guide for Service Design for FE and HE published by JICS.
Come alongOur next training session is a one-day workshop on Thursday, 5th May in Lancaster. Grab your tickets today or find out more by clicking on the image below.
Let’s chat moreGot you interested and you’d like to find out more? Check out our website and get in touch with our training team. Email: firstname.lastname@example.org Receive news and updates on upcoming events on specific sectors: subscribe to our newsletter [post_title] => Introducing: Snook Training [post_excerpt] => We’re excited to announce the launch of Snook Training – a series of Service Design training workshops focused on specific sectors. We’ve developed these sessions from years of experience to support organisations in developing the in-house capacity to become customer-centred, design great services and deliver value to end users. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => introducing-snook-training [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=11292 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => 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 GovernmentIn 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.
Here are my key takeawaysThere 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.
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] => 9169 [post_author] => 14 [post_date] => 2015-12-01 14:41:47 [post_date_gmt] => 2015-12-01 14:41:47 [post_content] =>
We call it Snookspiration.
To get our brains moving, inspired and ready to kick-off a Monday morning, Snook hold a Monday Morning Meeting (MMM).
A team member delivers a 15min activity that is energising, team building, thought-provoking, or simply crazy: from Snook Inc monsters and the Wiki Band Game to naming all of the countries of the world in 15mins (or at least trying to).
MMMs are also time to share learning and reflection. Each person writes five things:
- what I’m grateful for;
- what I’ve learnt last week;
- personal most important thing (MIT);
- work MIT;
- and what I need this week.
As a long-standing tradition, we store the first two post-its on a spike. As you can imagine, we have accumulated a lot of post-its!
Reflection and Gratitude
December is a good time to reflect on what’s happened over the past year; what we’ve been grateful for; how we’ve grown and what we’ve discovered. Here’s an overview of the hundreds of post-its from last year’s MMMs.
As we really like findings and synthesis (and may we add we’re really good at it), we discovered the top things we are grateful for. What have you learnt in the last year? What are you grateful for? Tweet us.
- Family and friends
- Snook team
- Scotland // Glasgow
- The weather (yes, we mean it!)
- Eating delicious food
- Learning // events and happenings
- Chill out time // hobbies (climbing; knitting; sports; fishing)
- All the little things in life
@wearesnook I am grateful for cheesy Christmas movies on Channel 5 and my central heating!— Heather Gibson (@hegibson412) December 2, 2015
@wearesnook I'm grateful to be learning something new every day. At 50, I'm studying product design at GSA and I love it! — Karen McAllister (@Karenmca18) December 1, 2015This week, we're grateful for:
World AIDS day[post_title] => Snook Advent Day 1: Snookspiration [post_excerpt] => December is a good time to reflect on what’s happened over the past year; what we’ve been grateful for; how we’ve grown [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => advent1 [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=9169 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 9141 [post_author] => 14 [post_date] => 2015-10-15 12:20:13 [post_date_gmt] => 2015-10-15 12:20:13 [post_content] => In 2014, a new festival was launched in London with a focus on social innovation. Think you’ve seen it all before? This festival was genuinely different. Born out of frustration manifested through attending events of similar subject matter and seeing the same people and having the same conversations. Where were the unusual suspects? Realising that connecting with others who might have a different perspective on an issue can help us to imagine new possibilities and develop different solutions and outcomes, SIX (), Collaborate and the Caloustse Gulenkian Foundation launched Unusual Suspects. This year, the three day festival of ideas, solutions and debate came to Glasgow, hoping to explore what happens when social innovation meets collaboration and how together we can meet some of society’s most pressing challenges. Guests from Glasgow, the wider UK and further afield were presented 20 exciting sessions exploring social innovation in practice. Not only helping SIX to create a unified festival, Snook were delighted to host the Snook Café at our new events space – The Interchange Glasgow, 84 Miller Street. Open throughout the festival, our cafe-come-workshop allowed guests space to reflect on learnings from sessions, carry on the conversations they had begun there and to begin to develop new collaborations. Our team were also hard at work synthesising the Reflection tools coming in from sessions and helping to make connections between guests. Additionally, closing drinks were hosted at the Snook Cafe – welcoming festival guests and hosts to our space for one last chance to make those unlikely connections. We look forward to welcoming SIX and the Unusual Suspects Festival back to Glasgow next year. [post_title] => Unlikely Connections for Social Change [post_excerpt] => In 2014, a new festival was launched in London. Think you’ve seen it all before? This festival was genuinely different. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => unlikely-connections-for-social-change [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=9141 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 9133 [post_author] => 14 [post_date] => 2015-10-04 12:12:58 [post_date_gmt] => 2015-10-04 12:12:58 [post_content] => Culture Aberdeen is the working title for the process of co-producing a Culture Plan for Aberdeen. In collaboration with the City's Culture Network, we're working closely together with citizens and individuals from arts and culture organisations to celebrate and explore the city's cultural offering. A Taste of Culture in Aberdeen is the first of the project's events.
Celebrate CultureThe aim of the event is to celebrate and build a picture of culture in Aberdeen. It'll feature: Dearest Aberdeen – citizens letter writing initiative Tastes of Aberdeen – 20 guests from across Aberdeen presenting a picture of a vibrant city The Aberdeen Experience – your guide to new experiences Local food, drink and music – dancing is optional
WHEN: Wednesday 28 October, 6 – 9pm
WHERE: 2nd Floor, Home Comforts, Aberdeen[post_title] => A Taste of Culture in Aberdeen [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => a-taste-of-culture-in-aberdeen [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=9133 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 9111 [post_author] => 14 [post_date] => 2015-09-21 11:59:31 [post_date_gmt] => 2015-09-21 11:59:31 [post_content] => The Unusual Suspects Festival is a three-day festival of ideas, solutions and debates exploring what happens when social innovation meets collaboration and how together we can meet some of society's most pressing challenges.
The UnusualWith over 20 events and 35 different partners, the Festival will bring together the 'unusual suspects' from across the world. The aim is to connect people working within the field of social innovation, who wouldn't necessarily identify as 'innovators'.
The FestivalFrom Wednesday, 7th October – Friday, 9th October there will be a variety of sessions happening throughout Glasgow. We're helping in the design and content of the festival.
Snook CaféWe'll be hosting Snook Café – open doors here at our new events space, The Interchange: Glasgow, on the Thursday and Friday of the festival. This will act as a central hub for the festival. Time: 10.00 – 19.00 Date: Thursday, 8th October – Friday, 9th October Location: 84 Miller Street, 4th Floor More information is coming soon! Wondering what the festival schedule is? Check it out here. Keep updated on Twitter #UnusualGlasgow. [post_title] => The Unusual Suspects Festival [post_excerpt] => A three-day festival of ideas, solutions and debates exploring what happens when social innovation meets collaboration. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => the-unusual-suspects-festival [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:44 [post_modified_gmt] => 2019-12-04 00:09:44 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=9111 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 9105 [post_author] => 14 [post_date] => 2015-09-16 11:55:32 [post_date_gmt] => 2015-09-16 11:55:32 [post_content] => In the height of a warm Autumn’s afternoon the most recent meeting was to take place of the group which over these months past has come together with a collective interest in culture, artistic activities, the creative sectors and with a passion for seeing each of those pursuits further supported, further facilitated and rendered all the more accessible to the people of Aberdeen whether as practitioners, professionals, enthusiasts, audience members, attendants and citizens alike. It has been especially encouraging to see the breadth of sectors and backgrounds from which the members of the group have come together, from culture, commerce, academia, those active within the third sector, and representatives within the wider community; and with each providing not only their views on how we can together strengthen and support culture, creativity and the arts within Aberdeen, but also having come forward to lend their experience, expertise, knowledge and even resources in the ongoing design, development and distribution of the city's 'Cultural Strategy'. At the centre of His Majesty's Theatre's dance rehearsal studio with its smooth wooden floors, tall mirrors and windows to the world outwith; tables pulled together, papers placed, post-it notes in position and with markers, pens and pencils at the ready, the focus of the conversation was on how those could be reached who may never before have had the chance to take part - and perhaps even more importantly, how they could have the chance to access and to attend some of those activities which the group and which the strategy seeks to support. As a reflection almost of the meeting itself, the answer was readily discovered to be present not only in the policy, the strategy and sequence of events upon the paper, but also within the city’s and the region’s communities. Places where there is an abundance of tradition and custom and people who have a wealth of creativity, imagination and talent - and whose interest and information will be essential in ensuring that those steps which are taken are sustainable and achievable not only in the months, but also in the years to come. As an initial step in this process, and as a blend of both there was announced a series of workshops and events to take place over the coming while. Sessions not simply of formal consultation, but of an altogether more immersive experience of some of that same culture, creativity and artistic activity. From writing and reading, to poetry and singing – and all throughout, the opportunity for those in attendance to share their experiences, their views, recommendations, questions or even critiques of what has taken place so far, and how things can be improved – and for those responses to continue to shape the formation of the strategy, in making sense of what that information means, how it should best be implemented and providing guidance on what happens next, in the near as well as further future.
Jonathan Smith is a member of the Culture Network's 'Culture Circle' group and is an active representative within the community in Aberdeen, Scotland. At present, a Community Councillor for the area of Castlehill and Pittodrie, member of the Community Council Forum, and Vice – Chair of the Civic Forum as well as representing the community in a number of thematic and working groups as part of the Community Planning Partnership for Aberdeen. [post_title] => Culture Circle | First Meeting [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => culture-circle-first-meeting [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:44 [post_modified_gmt] => 2019-12-04 00:09:44 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=9105 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 9081 [post_author] => 14 [post_date] => 2015-08-29 11:38:51 [post_date_gmt] => 2015-08-29 11:38:51 [post_content] => Imagination: Scotland’s Festival of Ideas is a weekend gathering of ideas, culture and politics programmed and produced by Gerry Hassan and Roanne Dods, and supported by the Sunday Herald. It runs during the weekend of 4-6th September 2015 at three locations in Glasgow: Govanhill Baths, Glad Cafe and Glasgow Gurdwara. On the Saturday during the festival, Sarah Drummond and Neil McGuire will facilitate Products for Democracy Hack to prototype ideas and make them come to life. Ideas can come from the World Cafe, taking place on the Friday, or from elsewhere. Sign up to take part in the Hack and in the World Cafe. And while both events are free, you will need to grab a ticket. Date: Saturday, 5th September Time: 10.30am – 3.30pm Location: Govanhill Baths, Glasgow You can get tickets here. For updates, follow @ImaginationScot. [post_title] => Products for Democracy Hack [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => products-for-democracy-hack [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=9081 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 9078 [post_author] => 14 [post_date] => 2015-08-27 14:48:11 [post_date_gmt] => 2015-08-27 14:48:11 [post_content] => This week, after five years of working on the top floor of 151 Bath Street, we're moving to 84 Miller Street, just a hop, skip and a jump from Glasgow's George Square. There have been many memories made in this wee hideaway above the Butterfly & the Pig pub and Tea Rooms – from projects started and delivered, to conversations and collaborations with brilliant people across all ages. We’ll miss our garden roof top and sitting working in the sunshine (occasionally that is as we’re all familiar with Glasgow weather) and having lunches together as a team. We'll return to visit our friends over at the Butterfly & the Pig – those teas and cakes we’ve had at The Tea Rooms and team gatherings over a drink at the pub came in very handy over the years. Much appreciation goes to all the staff at the Butterfly & the Pig for all their support over the years, putting on our Christmas parties, bringing champagne to celebrate birthdays, piling up our receipts when we forget to pay the coffee bills and so on... And huge thanks to all of you who came to visit us in our quirky wee studio. We all know the three flights of stairs to the penthouse studio became a long-running joke after a while.. But things change, all good things come to an end, so they say, and now it's time for us to move onwards and upwards. Since 2010, the year settled in Bath Street, we've doubled in staff numbers, and tripled and quadrupled in size as a company in terms of turnover. From a team of two to one of 13 Snooks, it’s now time to move into a new space that can house us all, with a bit more space on top. While moving day is upon us, keep your eyes peeled to our blog and social media channels for news of our launch and forthcoming events in the new space. You wouldn't want to miss our studio warming party, would you?
Come Say Hior send presents at.. 84 Miller Street 4th Floor Glasgow G1 1DT
Phone NumberSame as it ever was 0141 258 7644 [post_title] => Who said moving studios was stressful? [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => were-moving [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=9078 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 9064 [post_author] => 14 [post_date] => 2015-08-15 17:25:28 [post_date_gmt] => 2015-08-15 17:25:28 [post_content] => We're delighted to see that our Sarah is a finalist for the People Make Glasgow Inspiring City Awards. She is up for an award within the Outstanding Contribution by a Young Business Leader category. Well done to all brilliant finalists. We're now looking forward to the awards ceremony on the 10th September. [post_title] => Inspiring City Awards [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => inspiring-city-awards [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=9064 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => 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.
#OPENSNOOKSnook’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 expertiseWe 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 managementUnsurprisingly, 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 brandThe 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 youMeanwhile, 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 )  => WP_Post Object ( [ID] => 8284 [post_author] => 14 [post_date] => 2015-07-24 10:51:25 [post_date_gmt] => 2015-07-24 10:51:25 [post_content] => Last week, we hosted a workshop on the topic of the circular economy and making things last.
Preparation for workshopAfter receiving a brief from Zero Waste Scotland, we had only two weeks to pull together recruitment, brand, agenda, event activities and workshop facilitation. Snook was excited to work with Zero Waste Scotland despite the short timescale and pressing deadline for delivery of outputs. With a sold out workshop, we held a four hour idea generation session at our studio attended by 13 enthused participants. Splitting the session in two parts (4-6pm and 6-8pm) allowed more individuals to attend as we were aware it might clash with their work and other commitments.
The workshopThe first part of the workshop focused on creating personas, exploring participant’s daily lives and the scope of introducing a new circular economy model to their day. We did this activity to encourage participants to move on from the traditional and well used models of the circular economy into looking at where in their daily lives the concept could be brought to life. From this, we moved onto generating ideas within different circular economy models: recycling, re-using, campaigning, sharing, giving, renting, education, policy and others. After a vast colourful amount of post-it notes were stuck on our studio wall, it was time for a quick energiser in the form of pizza (we never underestimate the importance of nibbles and food during events we organise). The second session was in the form of high speed prototyping and making ideas come to life. Participants came into groups of two and three to work on developing ideas they feel passionate about. Ideas developed included reusable greeting cards aiming to tackle card wastage, renting suitcases when travelling (you don’t own a plane, so why own a suitcase?), and an app to share your lunch (you’ve cooked a bit more? Well, sharing is caring).
Why our approach is differentWhat makes our process to ideation work is that we encourage prototyping throughout the process. By bringing ideas to life, we start to ask more questions and delve deeper on how products and services could work.
What's next?We’re in the process of finalising a report based on all ideas generated throughout the session which will shape discussion topics at an expert panel and inform the Circular Economy Roadmap policy document. View our gallery of images from the event here and keep an eye on our blog for the report. [post_title] => Making Things Last [post_excerpt] => What makes our approach to ideation work is that we encourage prototyping throughout the process. By bringing ideas to life, we start to ask more questions and delve deeper on how products and services could work. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => making-things-last [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=8284 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => 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 )  => 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.
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.
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 )  => WP_Post Object ( [ID] => 7979 [post_author] => 18 [post_date] => 2015-06-26 09:05:13 [post_date_gmt] => 2015-06-26 09:05:13 [post_content] => From CycleHack now reaching over 40 cities across 4 continents, to KnowHow, the Glasgow Service Jam and Culture Shift Athens and Dubai; it has been a busy year for the Snook hack team and we’re only half way through! We are now getting ready for Stirling Futures in August. Perhaps it is a good time to reflect on the value of hack events/hackathons for organisations. What benefits do organisations – private and public – find in this novel approach?
Experience workplaces that foster innovationNesta’s presentation at the Innovation and Prosperity in Scotland Conference explored some of the characteristics of innovative workplaces. These traits are, of course, at the core of successful hacks: interdisciplinary collaboration (Lakhani), low power distance (Lundwall, 2010) and collaboration between tech and creative practitioners (Nesta, 2011). Hackers are encouraged to develop an innovation mindset: optimistic, (Sharot, 2015) openness to the experience (2004) and 'paranoia' (Nesta, 2014) – in this case, the ticking clock that marks the time for the presentations. Creating such workplaces is a tall order but hacks allow organisations to experience this environment and take some learning back to base.
Turbo boost developmentIn today’s fast-paced environment, organisations must innovate to survive. This isn’t just true for the private sector, dealing with competitors and customers’ ever-changing needs, but for the public sector who are faced with providing more services on shrinking budgets. A hack acts as a time-bound ‘innovation team’. The interdisciplinary teams are challenged by the short timeframe of the event. Mentors are there to help them embed user-centered and design-thinking approaches and come up with ideas and solutions with real potential. Hacks stimulate creativity and regularly generate more ideas in a weekend than would normally emerge in a whole year. Not only do new ideas come up but they can also be rapidly prototyped and tested. Do they meet users’ need? What do the users think? Can the prototype be refined?
Step out of the officeHacks are a constructive way for organisations to build or renew relationships with businesses and local communities. Creating something together is a powerful and lasting bond. It can an eye-opening opportunity to gather insights into customers and citizens’ lives and the challenges they face. It is also a chance to engage and involve them in articulating these issues and co-creating solutions that meet both the needs of the users and the requirements of the organisations. By engaging with a broad range of participants, organisations are given an opportunity to widen their reach, recruit new talent and form new partnerships.
Develop skillsWhere organisations invite their staff, partners and (potential) clients to take part as participants or mentors, it is a unique professional development opportunity to learn-by-doing and acquire experience in design thinking as well as person-centered and co-production approaches. They will rapidly prototype and test ideas and solutions while ‘taking risk’ in a safe environment. This newly acquired experience may have a ripple effect across their organisation, incrementally spreading change, new ways of doing things and bringing value to the whole eco-system.
The key to successFor a hack to be successful, it should be carefully designed – taking into consideration the needs of participants, organisers and sponsors as well as the expected outcomes. The Snook hack team can help you create an innovative, exciting and ultimately successful hack from developing your hack-idea to the smooth facilitation of the event. Providing a space, a theme and lots of pizza might lead to some innovation, but in our experience, the successful delivery of a hack requires a little more:
- Invite participants with diverse backgrounds and experiences,
- Challenge them with issues that are crucial to society and the economy,
- Provide design tools to spark their thinking and creativity,
- Invite high-caliber mentors to help hone the solutions,
- Involve real users who co-design and develop ideas as well as provide rapid feedback.
- Test your skills in the real world
- Brainstorm like never before
- Try researching against the clock
- Tackle a wicked problem
- Experiment with new technologies
- Build things
- Learn to use open data
- Experiment with service design
- Discover design tools
- Develop your business skills
- Learn to pitch ideas
- Give public speaking a go (if you want!)
- Speed light prototyping
- Test your idea with real people
- Brush off on your team skills
- Develop leadership skills
- Network with people with different or similar expertise
- Boost your Linkedin profile
- Meet your future employers
- Discover a new passion
- Got a great idea? Turn into a start-up
- Make friends
- Have fun
- Get inspired!
- And ... did we mention great prizes?
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 )  => WP_Post Object ( [ID] => 7642 [post_author] => 14 [post_date] => 2015-05-14 15:47:36 [post_date_gmt] => 2015-05-14 15:47:36 [post_content] =>
It's the pizza and a feeling of accomplishing something in double-quick time ;-) https://t.co/4XHfLMQRnA— GovJam SX (@GovJamSX) June 2, 2015
Thank you! It's super to be here. Ok, here goes: in the world of work, I trained as a graphic designer (a few years ago now) at Northumbria University. I then spent 3 years working as a packaging designer in London before deciding it was time for an adventure. That's when I packed my bags and moved to New Zealand! I spent 4 years over there and loved it! I travelled round almost all of the country including taking a convertible around the South Island and a camper van to the first place to see the sunrise in the world. I started writing for design magazines and I learnt to hula hoop!
Work wise, I clocked up another 2 years as a packaging designer before deciding it was time to branch out. That's when I moved into a strategic role. It was during these 2 years that I discovered the wonderful world of design thinking and service design. I've always been really interested in psychology and getting inside people's heads so this way of working immediately made me happy!After a 3 month jaunt around South America, I am now back in the UK and excited to have found the lovely people at Snook. Other things that make me happy include: travel, sunshine, hiking, The Design Museum (old one while it's still standing), jaffa cakes, swimming, watching Mad Men (only 2 left), making things, yellow VW camper vans, cosy cottages, cosy pubs and tea!
My time at Snook so far has been awesome, as the Kiwis would say! Although I had the opportunity to work on a couple of public sector projects in New Zealand, the bulk of my previous experience has been in the corporate world so the thing I have loved the most has been really 'using my skills for good'. It feels like a whole new world to me and I'm very excited to be a part of it.
I was hired to work primarily on a DfE funded project, exploring how technology can support young people in care. This has been my focus over the last few weeks. The project is off to a great start and our first workshops with young people are due to kick off in the next few weeks. We'll be working with young people between the ages of 12 and 21 to understand how they currently use technology and what the opportunities are in this space to help keep them safe, help them manage their emotions and behaviour and aid their communication. It's a really exciting project that has great potential so I'm loving it.
I have also attended a couple of great events. My first day was spent at the Age of No Retirement event in Manchester and this week I popped along to the National Co-Production Conference in Scotland hosted by The Co-Production Network. Both events were very inspiring and what a great way to spend my first day at a new job!
Ooh so much! I'm looking forward to the official beginning of Snook London, acquiring a desk and a pot to put my sharpies in! I'm looking forward to our first workshops for the DfE project and seeing the opportunities emerge. I'm also very excited to be working with Portsmouth University and Affective State on this project as I know their technical wizardly will be marvellous. Lastly, I'm looking forward to spending more time with the wonderful team at Snook and working together to help make people's lives more awesome!
JANUARY 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.
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 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.
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 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.
Sexual Health and Well Being in Glasgow 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.
Broadway Kick Off 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.
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.
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 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.
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 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.
SDN Conference 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 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.
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 Dearest Scotland picks up the 2014 National Council for the Training of Journalists (NCTJ) award for best multimedia campaign in the UK.
Raft Building 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 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.
Whose Round and Best Bar None
- First Place - Mainframe Films
- Second Place - Parrésia Publishers
- Third Place - Fetch Strategic Insights
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.
To help frame the discussion of the differences between the two approaches I am going back to my roots in architecture and design. Vitruvius, an architect living in the 1st century BC , defined the necessary qualities of architecture as firmitas, utilitas and venustas. Firmitas and utilitas can be translated quite easily as firmness or sturdiness and utility or functionality. Venustas is, however more elusive. Originally translated as ‘delight’ it also has a sense of grace, charm and beauty. Vitruvius’s principles were used by architects throughout the centuries to create buildings which combined sound engineering and aesthetic qualities. The modern movement in architecture, which centred around the Bauhaus in Germany, had a machine aesthetic and technological focus on new materials such as glass and steel and, in seeking ‘truth to materials’, eliminated all ornamentation or decoration in buildings, following the mantra that ‘form follows function’. Whatever your views on architecture, it is recognised that the modern movement, or international style resulted in some very soulless buildings. The stripping away of the principle of venustas (delight, beauty, charm), meant the removal of all extraneous ornamentation which, while ideologically sound, alienated those who were the inhabitants of these buildings. Another interesting point relating to the reductionism inherent in LEAN is that many of the individual components of these buildings were remarkably elegant in themselves. Somehow stripping individual elements back to their most basic form, highlighting the structural properties of the materials used, often (not always) resulted in something of beauty. However some elusive quality was lost when this approach was applied to a whole building. Often these buildings have little sense of the people who inhabit them, no personal touches indicating their character or personality. Using the same formula as the modern movement, LEAN focuses on evidence-based, mechanistic approaches to refining processes and reducing variation, eliminating waste and emphasising efficiency. LEAN and Six Sigma divide processes into discrete parts to be analysed and made subject to Total Quality Management formulae. These can certainly ensure the firmitas and utilitas of the various processes making up a service. But what of venustas? The aspects of delight which give one company, product or service that market differentiation which is such a key component in attracting and retaining customers? What of the personality, the distinctive character of the company? Service Design focuses on designing for experience, emphasising the involvement of the service user in co-designing the service. A service design approach is built on the generation of a deep and holistic understanding of the service user experience, uncovering the ‘touchpoints’ or points of emotional connection (both delight and despair) with a service. Considering the need for innovation and new models of user-centred services, we recognise that many large organisations function with fragmented structures and processes, departmental boundaries and hierarchies, making efforts at integrated organisational change challenging. Organisational Development (OD) experts make a distinction between first-order change, representing incremental changes within an organisation, and second-order or fundamental system change, where the core values and modes of operation are challenged and redeveloped (Bartunek and Moch 1987). It is recognised that protocol and process driven (first order) approaches can lock an organisation into fixed methods of thinking, perceiving and responding to situations. These lead to smoother functioning on a daily basis, and short term organisational and efficiency gains, but may act as barriers to transformation and innovation in the long run (DiMaggio and Powell, 1983; Carley and Harrald 1997) I would suggest that LEAN, in its original form, functions as a means of achieving first order change – incremental, process focused improvements. Roger Martin in his book, The Design of Business: Why Design Thinking is the Next Competitive Advantage (highly recommended) talks about the ‘wicked problems’ facing business and society today, which can’t be solved using yesterday’s evidence base. The global recession and collapsing economies, an ageing population and unsustainable public services all qualify as ‘wicked problems’ in their multiple levels of complexity and impact. Martin suggests that design thinking offers the possibility of a context and creative environment for framing these problems in new ways. As we say at Snook, seeing differently, before doing differently. One of the other specific benefits of Service Design is in its participatory approach to the development of new services. Levasseur (2001) has suggested, ‘a fundamental principle of effective change management is that people support what they help to create’. Public sector cuts, particularly, have prompted the need for new models of public service delivery, focused on co-design and coproduction (Cottam and Leadbeater 2004). The major challenges in healthcare, and increase in health inequalities in UK has prompted Marmot (2010) to suggest that a stronger emphasis must be given to individual and community empowerment, creating the conditions and increasing the opportunities for people to work with public service providers to participate in the definition of community solutions, enabling a real shift of power:
Without citizen participation and community engagement fostered by public service organisations, it will be difficult to improve penetration of interventions and to impact on health inequalities (Marmot 2010 p151).An increase in participation can also lead to more appropriate and accessible services, while increasing social capital and people’s self confidence and health-enhancing attitudes (Popay, 2006). Wanless (2004 and 2007) in attempting to assess the sustainability of the NHS, produced three scenarios of ‘fully engaged’, ‘solid progress’ and ‘slow uptake’, each related to how individuals might take responsibility for maintaining their own health. Fully engaged was the only viable route to a sustainable welfare system. The NHS Institute for Innovation and Improvement has advocated a ‘design’ approach as offering the potential to produce transformational change in the NHS (Bevan and Robert, 2007). It is obvious from these references to the need for engagement in public services, that the challenge is to win the hearts and minds of communities and individuals to encourage them to take responsibility for their own wellbeing and develop supportive communities with less reliance on public sector provision of services. At Snook we believe we can help public sector organisations approach this new model of partnership working through using design tools and methods first of all to gain the deep understanding of where people are in their attitudes and motivations, secondly to create a democratic and creative environment where service users and public sector organisations can work together to turn recognised barriers and obstacles into opportunities for service improvement. Finally we prototype ideas, working iteratively, testing and refining services in practice, involving service users in co-designing and coproducing their new service models. Service Design methods and tools don’t apply only to public sector organisations however – they bring added value to any business seeking to engage in new ways with their clients or service users. Open innovation models have seen more companies partnering with clients to improve and customise products and services. Service Designers are moving from focusing on solutions to specific problems, to providing organisations with the tools and capacities for human-centred service innovation and transformation. So, back to our architectural principles of firmitas, utilitas and venustas. Services with a strong focus on a ‘delightful’ user experience, which adopt innovative models of service user engagement will, ultimately, be the services which stand out in the marketplace and offer the quality and functionality that people desire and need. For a deeper exploration of evidence and experienced based approaches see this academic paper I co-authored with some colleagues at ImaginationLancaster: http://www.ncbi.nlm.nih.gov/pubmed/21960190 Also further discussion of design and organisational change can be found in this paper: http://www.haciric.org/static/doc/events/HaCIRIC10_Conference_Proceedings1.pdf
ReferencesBartunek, J. M. and M. K. Moch (1987). "First-Order, Second-Order, and Third-Order Change and Organization Development Interventions: A Cognitive Approach." The Journal of Applied Behavioural Science 23(4): 483-500 Bevan, H., G. Robert, et al. (2007). "Using a Design Approach to Assist Large-Scale Organizational Change: "10 High Impact Changes" to Improve the National Health Service in England." The Journal of Applied Behavioral Science 43(1): 135-152. Carley, K. M. and J. R. Harrald (1997). "Organizational Learning Under Fire: Theory and Practice." American Behavioral Scientist 40(3): 310-332. Cottam, H. and C. Leadbeater (2004). Open Welfare: Designs on the public good. London, The Design Council. DiMaggio, P. J. and W. W. Powell (1983). "The iron cage revisited: Institutional isomorphism and collective rationality in organizational fields." American Sociological Review 48: 147-160. Levasseur, R. E. (2001). "People Skills: Change Management Tools - Lewin's Change Model." Interfaces 31: 71-73. Marmot, M. (2010). The Marmot Review: Fair Society, Health Lives. Strategic Review of Health Inequalities in England post-2010. London, The Marmot Review. Popay J (2006) Community engagement and community development and health improvement: a background paper for NICE (available on request by emailing email@example.com or firstname.lastname@example.org). Wanless, D. (2004). Securing Good Health for the Whole Population. HMSO. London. Wanless, D., J. Appleby, et al. (2007). Our Future Health Secured? A review of NHS funding and performance. The King's Fund. London. [post_title] => LEAN and Service Design | Understanding the differences. [post_excerpt] => Recent questions about the difference between Snook’s service design approach and the LEAN approach have inspired me to put my thoughts around this into writing. [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => lean-service-design-differences [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:10:12 [post_modified_gmt] => 2019-12-04 00:10:12 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=5295 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 7461 [post_author] => 29 [post_date] => 2012-08-01 16:55:02 [post_date_gmt] => 2012-08-01 16:55:02 [post_content] => We co-designed ways to improve the Scottish school leavers journey. CLIENT: SCOTTISH GOVERNMENT, STRATEGY UNIT AND EMPLOYABILITY, SKILLS AND LIFELONG LEARNING DIRECTORATE PROJECT: RE-DESIGNING THE POST 16 LEARNER JOURNEY DURATION: 4 MONTHS
Areas of ImpactGovernment 20% Frontline 60% Learners 20%
The BriefThe Scottish Government is committed to becoming a more creative organisation. The Strategy Unit commissioned Snook to work with The Post-16 Learner Journey project team on their priority to redesign the Post 16 learner journey. The project's aim was to create a better understanding of this journey from the learner's perspective. To achieve this Snook worked with The Learner Journey Team to co-design new solutions, products and services which would improve the journey of leaving school in Scotland. The Post-16 reform team are responsible for taking forward the reform of the whole of post-16 education system in Scotland, with the ultimate aim of improving the life chances of young people, supporting economic growth and increasing jobs.
- 64 Ideas generated to improve the learner journey
- 120+ People involved, from learners to policy writers
- 4 Co-creation events held to design and develop the project
- 3 Ideas are being taken to the next phase of development
- 5 Educational institutes visited
The BenefitsThe output of this work is a film that showcases the qualitative feedback gathered and a report outlining actions to move the project forward. The benefits of this output are:
- The report is being used to inspire and influence Ministers to implement the ideas co-designed with learners.
- The Employability, Skills and Lifelong Learning Directorate are using the report to inspire other education organisations to work together in a new way
- The Employability, Skills and Lifelong Learning now have a visualisation of the learner journey that was previously invisible.
What They Said
"My team has been working closely with Snook over the last six months or so on a project aimed at improving journeys through learning for those who have left school. The work that Snook have led on gaining a better insight into what learners want has been invaluable, as has their work to engage learners in developing solutions to the problems we have identified. The design approach has brought a new perspective to our thinking on learner journeys which will be instrumental in shaping our future policies in this area." Gavin Gray, Head Of Higher Education Directorate - Scottish Government
Now What?Snook are working closely with the Learner Journey team to design a strategy and action plan to enable a design capability within The Employability, Skills and Lifelong Learning Directorate. This is what we call 'embedding a designer' - in this context, their role is focused on prototyping and testing ideas with learners and key stakeholders. [post_title] => Government [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => government [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=7461 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 1592 [post_author] => 2 [post_date] => 2011-08-30 14:49:40 [post_date_gmt] => 2011-08-30 14:49:40 [post_content] => Snook are working on an exciting project that re-imagines the High Street of Stirling. We are holding events and workshops between the 31st August and the 3rd of September at 35 Stirling Arcade, King Street, Stirling. This short video explains the thinking behind ‘Start Up Street’, what's involved and how you can become part of it. The High Street is the central space of villages, towns and cities and has been challenged by changes in the pattern of retail, of leisure, and living. In many High Streets in many settlements, there are vacant and underutilised assets. In some cases, the High Street is under pressure. It is an issue of concern for many, from businesses, to citizens, to investors. Meeting the challenge of how to re-think the High Street as a central place requires creative thinking about how we make the best of what we already have. The communities in Stirling City Centre recently participated in a co-design exercise to re-think the centre of the City. The Urban Ideas Bakery brought together citizens, officers of the Council, businesses and other stakeholders to look at how the people resources of the city and the spatial resources might be managed differently. Out of this thinking emerged an idea to re-consider King Street as a ‘start up street’, which enables business start ups, scaling of small business and curating events and activities in the public space. The proposal is to explore how people with ideas, talents and capabilities in the city can be matched with the available spaces in the city, supported by a community of interest. This idea is being tested in a prototype phase to engage a wide range of interests in exploring how the idea works, what is feasible, what is not. The objective is to use this practical method of testing the idea to develop a live project, to start small and build up a sustainable, self supporting enterprise. The project is open to anyone with an interest in High Streets, how they work, and how they can be enhanced. Details of the events to test the Start Up Street Prototype are available, where to register and how to participate are available at this link: http://startupstreetstirling.eventbrite.com/ [post_title] => Re-imagining the High Street: an invitation to participate [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => re-imaging-the-high-street-an-invitation-to-participate [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=1592 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 1556 [post_author] => 3 [post_date] => 2011-07-29 11:33:55 [post_date_gmt] => 2011-07-29 11:33:55 [post_content] => Edinburgh Festivals are some of the finest cultural experiences in the world and we are working with them to explore what they can learn from Service Design. We are working closely with the Festivalslab; a unique programme of work which identifies and develops ways to improve the world's festival city - for audiences, for artists, for partners and for the festival organisations themselves. The project kicked off with a basic introduction to how Service Design tools are relevant to designing festival experiences as services. We spent the afternoon with the Science Festival Team - including the development manager, the business director, the marketing manager, the generation science manager and the deputy director. Initially, we carried out small exploration exercises focused on seeing the world differently. Participants tried to book a festival ticket online and simultaneously wrote down a list of fifty things to capture the experience. This was very simple yet revealed key insights into the experience of booking a festival ticket online: the site never shows me an alternative, I want to give up and phone, why do I need to create an account? why do they need so much information? why can't you book tickets through the mobile application? Participants described these exploration tools as a "great chance to think virtually". One tool was designed to encourage thought experiments whilst walking around a public space. This resulted in metaphors around accessibility ; the festival offers multiple messages for multiple customers, and this metaphor encouraged thinking around who chooses what at what point. Why do people choose the events they do and how can we understand this better? We spent time exploring personas as a way to provide the team with different perspectives on the services they offer. After building up clear pictures of typical characters who do engage with the festival the team created their own personas of people who do not engage with the service. This exercise revealed assumptions around how and why people engage with the festival: "People decide they want to buy a ticket before hand and then invest a long time in booking". Creating personas sparked off interesting debate around the barriers to engagement and how people seek advice and recommendations around what event to attend and why. We then took these personas through a typical customer journey. This revealed lots of opportunities for innovation such as getting to and from events and the contrast between the touchpoints of an adults festivals experience to that of a child. Relevance is a big theme for the festival staff and they are clearly facing all the challenges that come with moving away from traditional science education to a more modern representation of science. As well as balancing the breadth and depth of their program they are focusing on helping people navigate their festival. We discussed key questions such as: How can we build communities and loyalties throughout the year with all stakeholders? How can we truly combat the stigma of science? How can we actively seek out the voices of our audiences? We are really excited about this project. In it's small way it may very well be another revolution in how the cultural sector innovates in the UK. We intend to bring design thinking and doing to the festivals and showcase the notion of seeing festivals as service experiences. [post_title] => Service Design for the festivals [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => service-design-for-the-festivals [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=1556 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => 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 )  => WP_Post Object ( [ID] => 1453 [post_author] => 2 [post_date] => 2011-07-04 11:01:32 [post_date_gmt] => 2011-07-04 11:01:32 [post_content] => I graduated last week. It's become one of those little things I forgot I had to do, and in typical Drummond style, left it all a bit last minute to clear my library fines (I had kept that amazing co-design book by Stanley King for a wee bit too long) so in a last minute dash I made it to the ceremony. It was a strange feeling, sitting in the rather beautiful Bute Hall at Glasgow University nine months after I finished the Masters in Design Innovation at the Glasgow School of Art, to be honest it felt a little disconnected from when I had actually finished the course. It feels like the last two years have been a real up hill struggle. Lauren and I have hurtled through a course of surreal events - setting up MyPolice and Snook three months into my masters. I had to complete project work for the course and I worked alongside Skills Development Scotland who kindly provided me with the opportunity in the first place. For those who stuck by me in those really tough, not getting a lot of sleep times, thank you very much. I am available for parties and tipples in the pub now. What I learned that year was invaluable, working on the inside of the public sector and understanding how Scottish government develop policy and have them interpreted by various public bodes in Scotland into the services and products we use everyday. It was a smack in the face that design won't save the world. Not that I ever thought it would but it was a real two feet on the ground moment. In this year I figured out what design was good at, and what design isn't so good at. I came to the conclusion (this is my simple explanation) that design is good for three things. Visualising, prototyping and facilitating co-creation. At the end of the day, in Neumier's words, designers are the link between thinking and doing, we're makers, craft makers if you will. Without making, I don't believe you're designing. Without doing, you can't have design thinking. There I said it, but it feels good to get off my chest. There's a lot of standing in cool shoes, american apparel polo shirts, thick rimmed glasses and staring at post its in our industry, and to be honest anyone can do that, and they do. The post it is an amazing tool (for the less linear/business shop way of solving problems) But what I learned is the true power of design is bringing ideas to life, prototyping is king and we only do this through making. I'm glad my first couple of years in design education were spent designing coat hangers, bicycle stands and lampshades. Here is where I really learned to design. I learned you had to watch people, observe how they used coat hangers, draw new ideas out a hundred times over, make cardboard cut outs, then transform this into blue foam (the model making king material) and keep iterating until you reached a final product. When our class was approached by Skills Development Scotland half way during my under graduate we were asked to make their service better. I think we all went, 'eh?' as we had never looked at how design could be applied to services but with a wonderful support from Joe Heapy and Julia Schapher of Engine we managed to construct a way of applying our design skills to the project. The results were well received by the company (and Scottish government) Why? Because we used visualisation and prototyping and had developed service and interactive concepts for people. Fast forward to graduating from my undergraduate in 2009 and having thoroughly thrown myself into Service Design with a range of projects from redesigning the rural post office to crowd sourced cycle lane concepts for a new bike network in Glasgow, Skills Development Scotland approached me to undertake the new Masters of Design Innovation course at Glasgow School of Art. They discussed their journey to use service design and embed it inside the organisation to improve the services and products they deliver. How could design turn policy into good, people-centered outcomes? They believed design was the way. I jumped at the chance, and slightly naive at first thought this was an easy problem design could fix. How wrong was I? I found the biggest difficulty was that whilst the Service Design and Innovation team were trying to explain design in the company, no one could see or understand the process (a hat tip from Mr Peter Gorb). I came up with a circular visualisation of the design process which contained the company's development process and focused on process as opposed to tools which is often the main downfall of any organisation trying to adopt a new process. Instead of the double diamond approach I felt a circle summed it up better and hinted at Kimbell's notion of 'Perpetual Beta', perhaps an Ohno Continuous Improvement concept if you will. I was incredibly proud for the work to be taken up to the board and spread out across the Service Design and Innovation Directorate, I hope it helps them on their journey to using design as a way to drive their company forward. The next stage which I unfortunately didn't get to conclude because of time constraints was how this wheel could be used to articulate design as the DNA of the company. I built concepts for a CPD programme which taught design doing and thinking to staff whilst they were undertaking projects in the organisation. I looked at how silos could be torn up and projects initiated with teams. I was very lucky to see how all this could work in a real life scenario and I'll always be thankful to the company for giving me that opportunity. It gave me the chance to consider how this could work in public services in Scotland on a grander scale, and the types of activities we could be doing to become a much more innovative nation. As a takeaway, I got access to people inside the public sector and a real insight into how public bodies operate, and how difficult it can be to achieve change in big organisations. On top of this work (which I will be realising as part of a new Snook initiative called 'Embedding design') I had the opportunity to flex my design muscles on Getgo Glasgow which won the Audi Sustain our Nation Prize and £20000 for Wyndford, an interaction design project on embedding yammer inside an organisation, created a toolkit to help libraries think about changing their service and tearing up the rule book and a dissertation which allowed me to meet and interview people I had admired for a long time. Sitting down in my graduation, I felt proud to be heading back to our new Snook studio. In what has been a great (and tiring) journey in two years from being a young undergraduate with no clue of what I'd be doing next, to being invited into Scottish Government to help them think about creativity last week, it hit me only as I walked out of Bute Hall and saw my nearest and dearest rushing with their cameras, probably missing the moment that the girl from Leith hadn't done that bad. I guess this is only just the beginning. And in case you wondered, Lauren has officially banned me from doing a PhD. [post_title] => Becoming a Master of Design Innovation [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => becoming-a-master-of-design-innovation [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=1453 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 1336 [post_author] => 2 [post_date] => 2011-05-09 09:05:19 [post_date_gmt] => 2011-05-09 09:05:19 [post_content] => Snook have been working with the Scottish Social Services Council to explore how Knowledge Management can be improved inside this organisation. During initial discussions it became clear that knowledge is interpreted purely as information databases. Knowledge portals were brought up as ‘good’ examples of where knowledge was stored and could be used within the organisation. How can 'improvement' and innovation be driven inside the organisation and improve customer experience? We tackled this question by mapping out the 'journey' an 'insight' goes on to become an 'idea'. We visually depicted how insights travel through this particular organisation - considering how ‘touchpoints’ could be interpreted as a conversation, a form, a meeting or a decision. Similarly to how services can be journey mapped through touchpoints over time, we used the same lens to look at the flow of an idea. This enabled us to break down the journey of ideas and identify pressure points where a form, conversation or meeting could be re-designed to stop an idea from becoming ‘lost’ in the system or slowed down because of organisational processes. We worked with examples like Yammer - a great piece of technology that could potentially gain traction in this organisation. We used scenarios to help the team understand the context - if a member of the operations team discovers a problem with a form how can they fix this quickly? We generated many small touchpoints that could be altered to improve idea flow within the SSSC as well as events that could be introduced to encourage staff to bring forward ideas. The difficulty in these sessions is a want to change the entire system. Snook believe organisations should test ideas quickly and cheaply. Changing small things have an impact but changing many small things leads to a change in culture and environment. A culture is made up by the material products, systems and environments. We are excited about the possibilities that present themselves when organisations look at thier culture through the lens of design. This notion is at the heart of my 'Embedding Design' work - my work proved that even small aesthetic changes could be made to create a more collaborative culture. For example, simple things like hanging work on the wall created conversations, bringing in round tables created equality at meetings and a dedicated 'project room' showed the development of projects inside the organisation. Of course, these are all small changes but the important thing is they altered behaviour. Yes, sometimes systems do need changed, and in our current economy and political backdrop there are bound to be huge changes afoot but incremental change can also make a difference! We’ll be catching up with the SSSC later this month to look at how the team are driving ideas and innovation forward inside their organisation. If you want to talk more about culture change and designing creative environments inside your organisation get in touch! [post_title] => Knowledge flow inside Scottish Social Services Council [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => knowledge-flow-inside-scottish-social-services-council [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=1336 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 1310 [post_author] => 2 [post_date] => 2011-05-03 11:44:44 [post_date_gmt] => 2011-05-03 11:44:44 [post_content] =>
Social Innovation Camp is coming to Scotland in June! This is your chance to submit ideas and take part in a fantastic weekend of creating new ideas that use the web to do something good. This year the theme of social isolation.
Here's what they say;
"From 17th-19th June 2011 at Informatics Ventures in Edinburgh, we’re bringing together some of the best of the UK’s software developers and designers with those at the sharp end of social problems.
They’ll have just 48 hours to build some web-based solutions to a set of social problems – from back-of-the-envelope idea to working prototype, complete with software. But first off, we start with a call for ideas: we want to find the most exciting ideas for how the web could change stuff that really matters."
They are holding two pre events in Edinburgh and Glasgow next week.
Social Innovation Camp has special place in the heart of Snook !! Two years ago ( the day after my graduation ) my idea for an online feedback tool for the police won Social Innovation Camp.
Now Snook are in the prototyping phase of delivering MyPolice with Tayside Police. Lauren and I worked very hard to transform my back of the napkin idea into a functioning software product that now has a full time web developer behind it.
We're delighted to offer follow up support for the winning idea of the camp. Snook plan to spend one day with the winner of this years Social Innovation Camp to share the MyPolice journey and the learnings that have come with it. Snook are keen to see innovation flourish in Scotland and would like to combine our networks, talents and skills to add value to this years winning idea.
See you there!!
[post_title] => Social Innovation Camp Scotland 2011
[post_status] => publish
[comment_status] => closed
[ping_status] => closed
[post_name] => social-innovation-camp-scotland-2011
[post_modified] => 2019-12-04 00:10:14
[post_modified_gmt] => 2019-12-04 00:10:14
[post_parent] => 0
[guid] => http://wearesnook.com/?p=1310
[menu_order] => 0
[post_type] => post
[comment_count] => 0
[filter] => raw
 => WP_Post Object
[ID] => 830
[post_author] => 2
[post_date] => 2011-02-23 16:34:26
[post_date_gmt] => 2011-02-23 16:34:26
[post_content] => Yesterday saw the launch of a new project focused on spreading the understanding of open data and transparency in local public services.
‘Making a Difference with Data’ will show how information obtained from public authorities such as the police, NHS, and local councils can be used by citizens to raise issues, campaign and otherwise influence things that affect local communities. It will share knowledge about how individuals and organisations can obtain such information, and show how Government policy is encouraging greater transparency and openness by public authorities.
The project is funded by Communities and Local Government (CLG) in partnership with Improvement and Efficiency West Midlands (IEWM) and is supported by the Local Public Data Panel.
We were delighted to be part of the initiative representing open data in Crime and Policing. We welcome your comments on our first article Open Data in Policing: What would you do with it?
Please spread the word about www.madwdata.org.uk around your networks.
We want to get people talking about the project but more importantly submitting stuff – web links and case study material, and also details of events in this space.
[post_title] => Making a difference with data
[post_status] => publish
[comment_status] => closed
[ping_status] => closed
[post_name] => making-a-difference-with-data
[post_modified] => 2019-12-04 00:10:43
[post_modified_gmt] => 2019-12-04 00:10:43
[post_parent] => 0
[guid] => http://wearesnook.com/?p=830
[menu_order] => 0
[post_type] => post
[comment_count] => 0
[filter] => raw
 => WP_Post Object
[ID] => 14
[post_author] => 2
[post_date] => 2010-10-29 13:53:59
[post_date_gmt] => 2010-10-29 13:53:59
Getgo Glasgow was a collaborative project undertaken by Masters of European and Design Innovation at the Glasgow School of Art. You can find out more about the project at http://getgoglasgow.co.uk.
I worked on it as part of my Masters in Design Innovation, and became particularly interested in the co-creative approach that we undertook to support and empower communities to generate solutions aimed at improving community interaction and lowering crime. The project won £20,000 in the Audi Sustain our Nation competition and Snook are now using this as a case study to champion co-creation and production and develop new narratives so that local government and authorities can support communities in a facilitative role.
"Social Innovation is my motivation" is an article featured in the Guardian focusing on Get Go Glasgow from 2010.
[post_title] => GetGo Glasgow [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => getgo [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:10:46 [post_modified_gmt] => 2019-12-04 00:10:46 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com//?p=14 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 4069 [post_author] => 3 [post_date] => 2010-10-11 14:34:33 [post_date_gmt] => 2010-10-11 14:34:33 [post_content] => The design challenge encouraged participants to reflect on their own Service Design journey. http://www.vimeo.com/18222073 We transformed our logo into one hundred and forty post- cards which particpants used as canvases to answer the following questions; // What is your job? // How did you first find out about service design? // What do you wish you had known at the beginning of your journey? // How can we make the most of the enthusiasm of our Service Design community? // What are the main problems for Service Design students? // What are the key things someone wanting to get into this field should know? // What question did you asked yourself when you were ‘learning / exploring’ // What would be your one piece of advice to anyone wanting to be a service designer? // If we hold an event - what should it be like? who should we invite? // Who is the one service designer that you know of who you completely respect and why? // What kind of help should we provide? We scoped the existing landscape considering what works and what doesn’t... // The design thinking network; ‘Wenovski’ // Service Design Tools; an open collection of tools used in the design process // Service Design Network; an international network of organisations and businesses working in and developing the Service Design domain. // Service Design thinks and drinks ; A network of events for people who are service designing by people who are service designing We finished on ‘Sell me service design in one sentence! I am ...” a janitor // president obama // my mum // a pilot // a hairdresser // a nurse // a wall street banker // a venture capitalist // an unemployed teenager // a pensioner The outcome of this design challenge was understanding what Making Service Sense is not ( i.e a website, a new social network or a closed group). We are about making service design accessible. If you want to be part of visit www.makingservicesense.com and follow or tweets at twitter.com/servicedesignMS. You can read a write up of the workshop in TouchPoint: [post_title] => Making Service Sense in Berlin [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => making-service-sense-in-berlin [to_ping] => [pinged] => http://www.vimeo.com/18222073 [post_modified] => 2019-12-04 00:10:47 [post_modified_gmt] => 2019-12-04 00:10:47 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=350 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw )  => WP_Post Object ( [ID] => 346 [post_author] => 3 [post_date] => 2010-10-11 14:31:55 [post_date_gmt] => 2010-10-11 14:31:55 [post_content] => Last month the team spent an evening being and good being social…
"Sarah Drummond may be only 23, but she is already sure of the direction in which her career as a designer is heading. "Social innovation is my motivation. If I've got the skills to improve people's lives, why not use them for that?" she says.
A trained product designer, Drummond has a clutch of social change projects under her belt including a community cohesion scheme in Wyndford, north-west Glasgow, as part of the GetGo Glasgow team from the Glasgow School of Art. She recently co-founded Snook, which, according to her, is the only socially led service-design consultancy in Scotland.
Drummond is among a growing number of young designers using their expertise in service design to help create social change. The people using services may feel isolated and vulnerable. Perhaps they have been let down by the authorities. With its holistic and participatory approach to problem solving, service design can directly engage with these end-users to identify what they really need and how best to deliver it.
Although relatively new in the UK, this approach to social innovation has been pioneered in Germany by Professor Birgit Mager of Sedes Research, the centre for service design research at Köln International School of Design. She instigated several student projects to set up the Gulliver Survival Station for the homeless in Cologne in 1996 and, more recently, a unit for 30 drug-addicted street prostitutes in Eindhoven.
Both projects demonstrate the ability of service designers to take a broader perspective. The clients needed disparate services to be brought together in a new way. In the Eindhoven project, nine different service providers come together in the new Power of Life centre.
"Service designers can step back and take a look at the whole picture," says Mager, whose young team spent weeks on the streets talking to prostitutes about their needs and aspirations.
The use of creative techniques to help clients, who normally have no voice, visualise and work towards a successful outcome is also a key new skill that has rarely been brought to social benefit projects, she says. Designers call it co-creation. In the Eindhoven project, useful ideas might be something as simple as having a year book or a system of certificates showing attendance at centre programmes. "The process of creativity is not usually used in a social context," says Mager. But this is slowly changing. In south-east London, Lewisham borough council is working with service designer Sean Miller and the agency, ThinkPublic, to improve the performance of its homelessness prevention unit.
The project, which is part of a Design Council mentoring programme for managers across a range of public services called Public Service by Design and funded by the Department for Business Innovation and Skills, started with extensive research through visual media. The first priority was to understand the clients' needs and their experience of the service by getting staff to film them before, during and after their visits. This visual evidence – presented in three "insight" films – was hugely enlightening to both frontline staff and management. It demonstrated in particular that clients often wrongly remember or misinterpret what they've just been told in a meeting.
"You wouldn't find this out with traditional questionnaires. It's incredibly raw and real … It's the first time they'd received a form of insight that wasn't written," says Miller.
One quick outcome was to introduce a What's Next? document showing the client where they were in the process and how they could move to the next stage. This was just one of 35-40 initial ideas that emerged from the client research. Through staff workshops these were whittled down to 10 ideas that are now being prototyped. The hope is that more clients will be properly directed to the appropriate office, more will keep appointments and more will be able to move through the process faster to get off the streets and ultimately into permanent accommodation.
Creative thinking is also at the heart of Glasgow's Wyndford project, which, in February, won the £10,000 national award in the Audi Design Foundation's Sustain Our Nation competition. Like the Lewisham project, the Glasgow scheme demonstrates the key service design approach of working in collaboration with the users, rather than imposing a solution on them.
"It's really important not to design for people but to design with them," says Drummond. "You have to motivate people to become part of social projects to get the community on board." Through interviews and workshops with Wyndford residents, Drummond and the GetGo team established the need for a framework for all manner of community events and groups, from book clubs to football games. This is delivered via a website and traditional message board – both tools that the community can use after the service designers have gone. Visual media have again been very important. The team filmed hundreds of hours of footage of interviews and documentary, and then showed this to a community and stakeholder audience to promote the new initiative.
"Filming is much more powerful than an old-fashioned questionnaire. You have to sell a service," says Drummond. At Wyndford the £10,000 Audi award will be used to reward people for idea pitches. The best idea each month gets a £100 prize. It is all about using creativity to engage with those who use – and those who deliver – the process of social innovation. Hopefully the result is not only a satisfied service user, but motivated staff and a fulfilled service designer to boot. Drummond says: "When you get people to co-create, you get people who are excited and inspired. It's very rewarding."
“Founded in August 2010 by Ross McCulloch of Third Sector Lab, Be Good Be Social brings together third sector professionals interested in social media for social good. The events are a chance to learn, debate and connect with others working for non-profits, charities and social enterprises. Unlike traditional conferences Be Good Be Social combines networking, inspirational talks, practical workshops and, importantly, the chance to collaborate in a relaxed, friendly environment. You’ll hear real-life case studies, ground breaking new ideas and hands-on solutions. The events are for social media newbies as well as the digital die-hards. Coming along to Be Good Be Social will help you understand: - The practicalities of where to start with social media - The benefits of Twitter, Facebook, YouTube, blogging and beyond for third sector organisations. - The risks involved in your organisation’s social media presence. - Strategies for effectively engaging with supporters, donors and partners. - How you can measure your social media success.”The evening kicked of by everyone asking themselves “what are we all doing here?” the answer being to talk about meaningful engagement. Martin Keane ( the first full-time member of staff dedicated to social media in a Scottish charity, One Kind ) was first up. Martin talked about breaking his audience down into thought leaders / advocates/ lurker / newbies. I was particularly intrigued by his concept of a social media volunteer, he talked about ‘mini movement builders’ Martins talk echoed two of the messages we push out when delivering Studio Unbound sessions ; being online levels the playing field and it’s about making connections with individuals. I liked his advice to always keep an air of mystery around your online profile, something Cassie and I have spoken about lately in response to noticing the way people use these tools is shifting. The audience then split into two to attend workshops: one delivered by ourselves and the other by the brilliant Steve Bridger We split our audience into groups of three:
1. We are about Marketing -we want to improve our brand through all channels! “Our brand is important to us and our future service users. We want to improve out brand reputation across all channels. How do we integrate both online and offline media so we don’t forget our offline service users?” 2 We are about Feedback “We maintain a Scottish Heritage site. We often send out questionnaires but get a low response. How can we keep up to date with what our followers thing of us and improve our service?” 3. We are about Reinforcement “We connect to young people through the phone. How do we ensure that our message is concise if we start to spread ourselves across all of our channels?”
1. Marketing: Our solution focused on the online as well as the offline. The motivation behind the interactions was creating something for greater good. Our character joined justgiving.com and then used newspaper club. This newspaper was then delivered to our characters local library ( characters daughter designed the paper from Oz over the phone ). We then held an event and got a student Social Reporter to come along, during this event we developed some ideas for potential apps. 2. Feedback: #schmob is a flash mob event designed for Scottish Heritage organisation. It involved lots of bicycles and mountain climbing . When you reach certain mountain you get a point, you upload an image to the Scottish Hertiage site. Inspired by MyCanmore. 3. Reinforcement: Our group took our user through an online journey but allowing her to help someone begin the same journey offline. By calling Child Line, the organisation slowly start engaging her in online tools. Inspired by the Samaritans who offer emotional support via text messaging@oxfamscotland ) was up next and opened her talk by saying “because we work in a charity, every day we go into work we are changing the world bit by bit”. We like it. She told us all about Oxfam’s: citizen journal network. It is brilliant.
“What is a citizen journalist anyway? If you listen to Andrew Marr, we are ‘inadequate, pimpled and single’ Well, maybe we are, but we’re lots of other things too. We’re people who are concerned about the world around us. We’re people who see injustice, and instead of turning the page or changing the channel, take action. We’re people who have something to say. If that sounds like you, why don’t you join us?”One girl called Helena has been championing the initiative and recently wrote an article on how to find the perfect outfit for an interview in Oxfam. Follow them on twitter Oh, and you can read what other good, social people saying about the event…and the conversation is still going… join in! Huge round of applause for Ross for making it happen and thanks @jubilee for the awesome pics. Here’s to being good and being social! [post_title] => Be good be social [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => be-good-be-social [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:10:47 [post_modified_gmt] => 2019-12-04 00:10:47 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=346 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) ) [post_count] => 51 [current_post] => -1 [in_the_loop] => [post] => WP_Post Object ( [ID] => 9084 [post_author] => 21 [post_date] => 2015-09-03 11:40:34 [post_date_gmt] => 2015-09-03 11:40:34 [post_content] => We are excited to let everyone know about the first two events to be held at The Interchange. On 17th September from 6pm we will be hosting a community BBQ for the residents of our housing estate. This is an invite only event for members of The Interchange to meet the neighbours in an informal setting. The Interchange is looking to naturally assimilate itself into the environment and this will be the first step towards better understanding our community. On 22nd September from 6pm we will be hosting an industry launch for The Interchange in conjunction with London Design Festival. The event will be a chance to meet members of The Interchange and hear some short talks about projects currently taking place. The event is open door so if you have an interest in service design, user engagement, work for social good, or you simply want to see what we're up to then feel free to stop by. Get your ticket for The Interchange launch here: https://www.eventbrite.com/e/the-interchange-launch-tickets-18508544555 [post_title] => The Interchange: London Events [post_excerpt] => [post_status] => publish [comment_status] => closed [ping_status] => closed [post_password] => [post_name] => the-interchange-events [to_ping] => [pinged] => [post_modified] => 2019-12-04 00:09:44 [post_modified_gmt] => 2019-12-04 00:09:44 [post_content_filtered] => [post_parent] => 0 [guid] => http://wearesnook.com/?p=9084 [menu_order] => 0 [post_type] => post [post_mime_type] => [comment_count] => 0 [filter] => raw ) [comment_count] => 0 [current_comment] => -1 [found_posts] => 51 [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] => 8aa5f6044c0c64e4464f6f05f1b8377c [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 ) )