Snook CRAICK Keynote for Scottish Government

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A keynote given at Sir Peter Housden and Ben Plouviez's CRAICK event in Scottish Government by the directors of Snook; Sarah Drummond and Lauren Currie 'Designing services for new times'

15th November 2011

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Snook CRAICK Keynote for Scottish Government

  1. 1. Sarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  2. 2. Sarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  3. 3. Sarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  4. 4. Sarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  5. 5. First Things First ventures and initiatives projects and collaborationsSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  6. 6. dis er c iv l ov de er lop def ve ne i deSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  7. 7. Sarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  8. 8. PrototypeSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  9. 9. Visualise and tell storiesSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  10. 10. cocreateSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  11. 11. Outside inSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  12. 12. Sarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  13. 13. Sarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  14. 14. Sarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  15. 15. Sarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  16. 16. Sarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  17. 17. Sarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  18. 18. Sarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  19. 19. Sarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  20. 20. Sarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  21. 21. Sarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  22. 22. Inside outSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  23. 23. Embedding design in the public sector; Changing our thinkingSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  24. 24. Procurement vs Problem Solving Buying solutions off the shelf?Sarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  25. 25. Sarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  26. 26. Opportunity for change: Doing more for less "We need to be conscious that todays problems are just not going to be addressed by yesterdays ideas and yesterdays solutions" Alisdair Darling, Budget Report 2009Sarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  27. 27. Toolkits Theyre not the starting point "A tool does not make a profession...If I was to give you a stethoscope, it doesnt mean that you are a doctor. In the same way if you receive, or even trained in using, design tools, it doesnt necessarily make you a designer." Professor Irene Mcara Mcwilliams, thesis interview conducted by Sarah DrummondSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  28. 28. Longevity Interventions are short term and not sustainableSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  29. 29. Changing the DNA SD&I (service design & innovation) team created *mindset *behaviour *culture *systems *practiceSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  30. 30. Strategic and particularSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  31. 31. Balancing - delivery My World of WorkSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  32. 32. Balancing - embedding This is service designSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  33. 33. Being a think and do tank Deliver back upstreamSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  34. 34. The Barriers Institutionalised culture and mindset What do our frontline staff and customers know?Sarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  35. 35. The Barriers Its all a bit fuzzy "Most managers are trying to design variance out of the system and cannot handle a process which starts off not knowing where it will eventually get" Roger Martin, The Design of BusinessSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  36. 36. Breaking barriers Getting out there, doing small projectsSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  37. 37. Getting together Capability and understandingSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  38. 38. Seeing design "First of all, design cannot be seen" Peter Gorb, The Design Management Interface The Service Design and Innovation Process mapped to the 4Ds by Sarah DrummondSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  39. 39. Mapping business Evaluation and outcomesSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  40. 40. Artifacts Creating InteractionsSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  41. 41. Sarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  42. 42. Sarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  43. 43. Improving Capabilities Whole organisation CPD whilst doing projectsSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  44. 44. Looking at core skills not methods Teaching staff to drawSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  45. 45. SD&I 2.0 Internal capacity re-imagine the internal design function as an independent design studio Martin Neumeier, The Designful CompanySarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  46. 46. Briefs not policies All about projectsSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  47. 47. Building from within CPD Everything they do SD&I recognise they need help but do also need to ‘do it ourselves‘ Do design from inside and outsideSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  48. 48. Seeing the big picture Government Design challenge Working strategicallySarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  49. 49. Dealing with the detail Small steps make change Design alters behaviourSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  50. 50. Design DNA Extrapolating from designSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  51. 51. Sarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  52. 52. matchable is a service linking USER NAME: PASSWORD: [ REMEMBER ME ON THIS COMPUTER ] SIGN IN up designers, STUDENTS AND SERVICE DESIGN FOR HEALTH AND WELL BEING projects and the How Matchable works for you I AM A public sector From Matchable STUDENT in one art school, I AM A in one year, 10 HEALTH ORG students designed new services and I AM AN MATCHABLE TIMELINE EDUCATOR products for the nHSSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  53. 53. car freedom is a new service for elderly people to be more mobile without a car - in development - looking for partner - pitching to design councilSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  54. 54. mypolice is a new way for you to talk to your local police -featured in bbc - piloted in tayside -2nd phase in developmentSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  55. 55. making service sense is a resource for students and educators -global demand - in development - service designing higher educationSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  56. 56. imagine 0.5% people in the uk diagnosed with dementia or their relatives/carers gave one hour a week to first things first = 24.3 years of support in one yearSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  57. 57. takeaways {small} interventions leading to {big} changeSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  58. 58. be agile {small} -learning to paper prototype {big} - regular hack daysSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  59. 59. cocreate {small} -cocreation workshop {big} - cocreation festivalSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  60. 60. listen {small} -day in the life with frontline staff/customer {big} - scottish gov R+D LabSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  61. 61. learn from startup culture {small} -invite startups to have a failure feast {big} - launch new test fund and investSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  62. 62. make {small} -storyboard an idea you have {big} - mobile prototyping van for organisationsSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  63. 63. vision {small} -unconference {big} - barrier free zoneSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  64. 64. fermenting a revolution in scotlandSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter
  65. 65. wearesnook.com @wearesnook Lauren Currie Sarah Drummond Director of Communication Director of Design lauren@wearesnook.com sarah@wearesnook.com @redjotter @rufflemuffinSarah Drummond | Snook Lauren Currie | SnookCo founder + Director of Design Co Founder + Director of Communicationwearesnook.com wearesnook.comsarah[at]wearesnook.com lauren [at]wearesnook.com@rufflemuffin @redjotter

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