How it all began

In 2009, we set out on a journey to change the world. It's been a long journey to where we are now, starting with two determined people who wanted to challenge the status quo of how things were done

As two students studying separately, Sarah Drummond at the Glasgow School of Art and Lauren Currie at Duncan of Jordanson, both had naturally drifted towards questioning how experiences come to life around products, and who designs these experiences.

Both avid bloggers, their paths eventually crossed online and then in person.

The duo initially teamed up around MyPolice, the UK’s first online police feedback platform that Sarah pitched and won at Scotland’s Social Innovation Camp.

In 2009, through discussion with their trusted friend Cassie Robinson, they realised that their approach of user needs first, prototyping and service thinking could be utilised across more than just police services.

They both went offline for 30 days writing letters to each other to co-design what the company should do.

Re-launching as Snook, they went on to work on their first project, Aliss – research into the needs of people who are diagnosed with Long Term Conditions.

Key to their launch were principles that still stand true today – education is key.

Embedding design was their key focus. They weren’t interested in only becoming design consultants having spent time as public servants on the inside of government.

They built up a national network and a global reputation, with a healthy book of clients from the NHS to Scottish Government. In 2014, Lauren, our co-founder, stepped back from Snook, you can read more about that here.

This break in partnership gave the company a moment to reflect and make note of all their achievements to date.

And now

In 2015, Sarah took over Snook as a Managing Director. During this time, a new brand was born, a second office in London opened, and we began developing our multidisciplinary team and associate network growing to over 20 in 12 short months.

We’ve come right back to our education principle and, in 2016, launched our training arm, as well as securing a host of new clients from Comic Relief to the United Nations.

As a company, we want to ensure the organisations we work with can build their capacity to design great products and services.

Our thinking has developed over the years and now crosses design and systems thinking to really consider how transformative change can happen.

We write about this as much as possible, to catch up on our thoughts check out:

Service Design Principles for working with the public sector

Moving beyond the consultancy model 

All our slides to date 

And so, our next chapter begins, make sure to sign up for our monthly dose of news to keep up with everything we’re up to at the bottom of the page!

Join us on the journey of bettering services.

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