“You can’t make me do it”Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@weares...
Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
“We’ve got this idea for a website that the public can put their feedback on”                                             ...
police                                    bribe                                  everyoneSarah Drummond | SnookCo founder ...
Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
closed feedback loops-I take over Sainsburys, Ch4 Sarah Drummond | Snook Co founder + Director of Design wearesnook.com sa...
Visualisation Prototyping Co-creation PEOPLE!Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]w...
policeSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
ventures and initiativesSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesn...
The public don’t trust the policeSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.co...
Back of napkin idea “The service was ok but it could have been much better” - Jo, 25Sarah Drummond | SnookCo founder + Dir...
It might be a goodidea but being anoutsider is hardSarah Drummond | SnookCo founder + Director of Designwearesnook.comsara...
Outside inSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
information feeds                post       data       face to face       phone                                           ...
Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
service providers                                                                          police users                   ...
Inside outSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
bribeSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
Influence policy from customer          Team toolkit                                              insight                 ...
Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
Project stakeholder map                                                                                                   ...
Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
Stage D                                                                                                                   ...
everyoneSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
Stage                   awareness                                                                                         ...
cocreati                                                                                                                  ...
Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
bit of bothSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
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Doing design inside and outside of organisations

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A presentation our director Sarah Drummond gave at the Aiga Pivot conference in the Service Design breakout session on embedding design versus innovating from the outside.

Please note the police bribe everyone slide is for humour purposes.

Published in: Design, Technology, Business
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Doing design inside and outside of organisations

  1. 1. “You can’t make me do it”Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  2. 2. Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  3. 3. “We’ve got this idea for a website that the public can put their feedback on” That’s meSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  4. 4. police bribe everyoneSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  5. 5. Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  6. 6. closed feedback loops-I take over Sainsburys, Ch4 Sarah Drummond | Snook Co founder + Director of Design wearesnook.com sarah[at]wearesnook.com @wearesnook
  7. 7. Visualisation Prototyping Co-creation PEOPLE!Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  8. 8. policeSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  9. 9. ventures and initiativesSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  10. 10. The public don’t trust the policeSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  11. 11. Back of napkin idea “The service was ok but it could have been much better” - Jo, 25Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  12. 12. It might be a goodidea but being anoutsider is hardSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  13. 13. Outside inSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  14. 14. information feeds post data face to face phone interactions online paper media timing announcements/ rules/ tone of voice documentation Services aren’t just websites They live in an eco-systemSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  15. 15. Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  16. 16. service providers police users public users police as organisationSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  17. 17. Inside outSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  18. 18. Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  19. 19. Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  20. 20. bribeSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  21. 21. Influence policy from customer Team toolkit insight Lite Toolkit Work with policy to make it more people centered Support Packs Produce project reports and explain how we did it Reports on future innovation pport nd Su lsa P oo ro T jec rt ts and Repo Servi ce Support Work T eam licy sho Po ps/ Ev e en rtis ts Skills/Expe Consultation Skill building workshop Delivery Projects Hard Skills Problem Solving Small projects Soft Skills Moving forward Discovery Projects Design work Experiences for change Insightful projectsSarah Drummond | Snook FacilitationCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  22. 22. Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  23. 23. Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  24. 24. Project stakeholder map Mapping my community Linking the touchpoints Working with experts Project opprotunities Concurrent activities Inspiration Research Discovery blueprint Terms of reference Engagement Tools Map your project Group sketching Future visioning Budgeting Bank Post it planning A day in the life Media Portraits Visual prompts Empathy Tools Cultural probe Systems Map Assumptions Call to action Ethnography Observation Observation Shadowing My journey Visualising Discover Method Plan Service support Service support and Setting up projects Introduction to Frontline day. Face search for trigger design board choose module + term of ‘project’ day, learning to face customer points through ‘short’ projects reference for project key tools and interaction using applications process steps new tools Programme: Understanding the development process Talk to Customer Feedback Mystery Future customers Day week shopper day thinking hour Events hour ification Setting up Visualising Evaluating Talking to users Future Establish spec Mapping user ta as g projects/work Service Offerings existing services (understanding infor r existin experience Visioning n/da ide customer needs) ting Workshops matio xis e Gath re rin g ffe tin gs the s/o exis Ga ds rv ate ee 0.1 1.0 n Map your project Service Blueprint Customer Journey Engagement tools Linking the- Future vision se alu nt ice e at Budgeting Bank Stakeholder Mapping Contextual- touchpoints Inspiration research Ev 1.1 l ------------- er ------ ----- ov Terms of reference Mapping Day in the life Interview My journey Roleplay sc 1. ---- ---- 2 Di rch Call to action Group Sketching Shadowing Focus Group Customer journey- ea res --- --- --- --- ne w Project stakeholder System Mapping Observation Cultural Probe mapping dis --- uc t 1. map Empathy Tools Empathy Tools Personas 01 c nd 3 Co --- Project Graphic facilitation Discovery Blueprint --- ov --- opprotunities 1.4 --- er --- al textu Post it planning ---- g Con rstandin ---- u nde Concurrent ----- 1.5 discover activities - ------- dis 1.0-1.6 king Future thin ---------> Insight 1.6Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  25. 25. Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  26. 26. Stage D D7 Build a framework of modules D6 Start associate programmes D5 Build a toolkit D4 Plan projects Stage C using the design process D3 Weekly Increased capabilities C10 Go back to meetings of the board design board C9 Share work D2 Start initiatives that uncover problems and around the org. encourage ideas C8 Build a D1 Build an communication intranet blueprint C7 Hold a design Stage B event C6 Put a value on your work B6 Create service C5 Build an design ‘bites’ online space B5 Tell the org. C4 Do small what your team projects offers Stage A B4 Put together C3 Start the team offerings introductory workshops B3 Map the C2 Create a A6 Build a basic design associate organisation toolkit network A5 Start with an B2 Team member C1 Create a external meets the org. studio space consultancy A4 Create a B1 Employ service support designers team A3 Design School project v§v Design leader A1 Corporate Time StrategySarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  27. 27. everyoneSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  28. 28. Stage awareness joining using Sign up as a student FORSTUDENTS go bac k See Interests | See Projects | See Event s How Matchable works for you DATES AND DEADLINES ON MATCHABLE From Matchable nt est I er he a Iav Pr ct oje MATCHABLE JA M s ation LEARN MORE ABOUT MACHABLE T AND SHARE IDEA S Organi EDINBURGH | 23.09. 11 a or at I am Physical Evidence Educ nt Stude MATCHABLE CAL L GETYOUR PROJECTS IN FOR THE LONG TERM P ARTNERSHIP S BY 20.10. 11 r ion Desc ipt MATCHABLE DEADLIN E WE NEEDYOUR PROJECTS FOR JANUA BY 02.02.12 RY FOR STUENTS D see al l PROJECTS AND NOTES OF INTEREST FOR YOU DIABETES UK CASE STUDIES ON MATCHABLE a es Dt to WE’RE LOOKING FORA LENGHT PARTNERSHIP Y WITHA STUDENT Pr ct TO SUPPORT US IN MAKING OUR VICES MORE TIENT SER PA oje CENTEREDAND DESIGNING NEW WEB PRESENCE.. A . IRISS WE’RE HAPPTO WORK WITH STUDENTS IN THEIR RESEARCH Y loc on STAGEAND LEARN FROM EACH OTHER. JUST A NOTE OF ati INTERESTOPEN O CONVERSA , T TION... and Name INFORM ICS FORU AT M WE H E A NEW TECHNOLOGY AV WHICH CAN SENSE MOVEMENT USING SPECK TECHNOLOG ARE P Y AND ARTNERED WITH THE STROKE ASSOCATION. LOOKING FOR.. . ct Conta see al l Customer Actions customer discovers customer signs up for Customer type 1 options first time customer logs in Customer type 2 Line of interaction Matchable admin Matchable admin Onstage contact checks if customer floating employee actions needs help Line of visibility Matchable back room Backstage Contact back room monitoring slip use checking idle time on sign up Employee Actions and feeding data to onstage admin Line of interaction timekeeper on desktop Support Processes hooked up to monitor in top roomSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  29. 29. cocreati ng entre with c tc us tomer a Project teams: Diagonal Slice of the organisation Scottish Ministers /Govern ment senior civil serva nts and Scott is h go vern men the board t di rec t o ra tes chief executive directors corporate supp ort and gove r nme n t re lati board secretar o ns ia t area manage rs sub division area man ag ers team leade rs for Car ee rC en frontline st tre aff o s f Ski lls De ve lop customer m s of en Ski t ll s De ve Sc lop ot lan d m en tS co tla nd closest to understanding user needs and day to day operations ‘Expert knowledge’ + ‘Tacit and explicit knowledge’Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  30. 30. Sarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
  31. 31. bit of bothSarah Drummond | SnookCo founder + Director of Designwearesnook.comsarah[at]wearesnook.com@wearesnook
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