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Hanna's Snook Experience
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Hanna's Snook Experience

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This presentation was created by Hanna Markgren who interned at Snook for several months in 2013. It shares her learnings and insights from her time with Snook.

This presentation was created by Hanna Markgren who interned at Snook for several months in 2013. It shares her learnings and insights from her time with Snook.

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    Hanna's Snook Experience Hanna's Snook Experience Presentation Transcript

    • Hanna’s Snook experience
    • This summer I have worked on a great variety of projects. For EXAMPLE...
    • ... exploring the connections between young people, mental health and digital media,
    • Text ... EMBEDDING DESIGN INTO A COMMUNITY COUNCIL
    • ... & developing an e-learning platform for promoting diversity & Equality in corporations. Setting the scene: Hannah, a valuable member of your team, comes to you and asks if she can switch to a reduced workweek. She’s worked well with your team, and particularly with clients for the past 4 years. She’s made it clear in past conversations she’d like to be put forward for the Partnership next year. INCLUSIQ E-SCENARIO Mission: Flexible Working NEXT HANNAH
    • I have also had the pleasure of taking part in the ongoing process of shaping Snook’s future.
    • shaping Snook’s future. my two cents: When I Think of snook i think of these words...
    • shaping Snook’s future. SNOOK WORDS...shaping Snook’s future. SNOOK WORDS... Passion Innovation SHARING People SOCIAL energy heart LIFE Creativity progressive TRansformation TEAM INtelligence Cutting edge INTENSE Experimental us fierce strategy
    • shaping Snook’s future. SNOOK WORDS...shaping Snook’s future. SNOOK WORDS... Passion Innovation SHARING People SOCIALenergy heart LIFE Creativity progressive TRansformation TEAM INtelligence Cutting edge INTENSE Experimental us fierce strategy
    • shaping Snook’s future. SNOOK WORDS...shaping Snook’s future. SNOOK WORDS... Passion SOCIAL TRansformation
    • my two cents: About the snook Pillars...
    • Snook lab Where we innovate new services Snook SERVICE TRANSFORMATION Where we transform your existing sevices EMBED SNOOK Where we embed design and innovation into your organisation SNOOK we are the how. shaping Snook’s future. SNOOK pillars...
    • my two cents: About the Tone of voice. I like the idea of adapting the tone to different situations, one very simple and snappy, and one in “Corporate language”.
    • I have gained knowledge in many areas, including:
    • Designing Workshop experiences...
    • Designing Workshop experiences... ... & tailoring them to different participant groups.
    • Creating workshop tools... ... like this “Heaven & Hell” Service map. AWARE How would you find out about this service? JOIN How would you sign-up to the service? USE How would you use the service? GROW How could the service grow with more users and/or functions?
    • Creating workshop tools... ... & this tool for planning and implementing participants ideas
    • Service development & Blueprinting, X9process repeated 9 times X9process repeated 9 times INCLUSIQ IN - HOUSE CHAMPIONS OPERATORS either HR or IT KEY TOUCHPOINTS AWARE HOW THE PLATFORM IS SOLD INTO ORGANISATIONS. JOIN HOW ORGANISATIONS SIGN UP AND IMPLEMENT THE PLATFORM. USE HOW ORGANISATIONS USE THE PLATFORM. GROW HOW ORGANISATIONS USE THE PLATFORM TO DEVELOP THEIR CAPACITY FURTHER RECOMMENDATIONS HOW ORGANISATIONS CONTINUE TO USE THE PLATFORM MARKETING KEYNOTES AND PRESENTATION RESEARCH (SECTORAL) AND APPROACH WEBSITE REQUEST FOR INFORMATION UNDERSTAND CLIENT NEEDS PHONE CLIENT ‘NETWORK’ MAKE CONNECTIONS BETWEEN SECTORS UNDERSTAND SECTOR TO A BASIC LEVEL E.MAIL PDF - INCLUSIQ INFO PACK FIRST PROPOSAL MODULE LIST PROPOSAL FROM INCLUSIQ TEMPLATES PLATFORM SETUP WITH COMPANY CHOOSE IN-HOUSE CHAMPIONS DEFINE MODULES SIGN OFF CONTRACT INVOICE TERMS & CONDITIONS SETUP COMPANY AND INPUT MODULES SET UP HR- &/OR IT PROFESSIONALS SCHEDULING & USER ENROLLMENT WITH COMPANY SET UP KEY DATES INPUT DATES TO PLATFORM TRAINING WITH COMPANY TRAINING WORKSHOP WITH INTERNAL CHAMPIONS TRAINING ABOUT OPERATOR PLATFORM ADD USERS USERS SIGN UP TO MASTER- CLASS MASTERCLASSPROGRAMME LAUNCH PROGRAMME INVITE PRETEST INVITE 360 INVITE RECEIVE INVITE FOR PROGRAMME RECEIVE PRE-TEST RECEIVE 360 PRE-TESTS STRATEGIC PEER PARTNERSHIP ORGANIZE STRATEGIC PEER PARTNERSHIP E-MODULE USERS GO THROUGH E-MODULE SESSION USERS GET FEEDBACK ON SESSION INDIVIDUAL PERFORMANCE FEEDBACK USERS RECIEVE REMINDER OF E-MODULE USERS RECIEVE INVITATION TO MASTER - CLASSES USERS ATTEND MASTER- CLASS OPERATORS SEE DATA OVERVIEW OPERATORS SEND OUT 360 FEEDBACK OPERATORS COMPILE FEEDBACK PDF CHAMPIONS “NUDGE” USERS ABOUT E-MODULE CHAMPIONS “NUDGE” USERS ABOUT MASTERCLASS OPERATORS SEND OUT INVITATION TO E.MODULE PROGRAMME REFLECTION USERS TAKE POST EVALUATION TEST FEEDBACK USERS SENT FEEDBACK ON THEIR OVERALL PROGRESS USERS GIVE 360 FEEDBACK TO THEIR COLLEAGUES USERS RECEIVE 360 FEEDBACK FROM THEIR COLLEAGUES CHAMPIONS ACCESS TO DIGITAL PROGRAMME BADGE TO SHARE ONLINE AND CERTIFICATE SHARE USERS CAN SHARE THEIR E-MODULE PROGRESS ON SOCIAL NETWORKS CHAMPIONS SENT DIGITAL BADGE AND CERTIFICATE OF COMPLETION CHAMPIONS RECEIVE INVITE TO FREE EVENT POST- PROGRAMME EVENT CHAMPIONS SENT INVITE TO FREE EVENT USERS SENT INVITE TO FREE EVENT SHOWCASING NEW INCLUSIQ MODULES HIGHLIGHT BEST PRACTICE PACKAGE OFFER CHAMPIONS SENT NEW MODULE PACKAGE CHAMPIONS ATTEND FREE SEMINAR CHAMPIONS ACCEPT NEW PACKAGES MASTERCLASS WEBSITE SOCIAL MEDIA STARTEGIC PEER PARNTERSHIP OPERATOR PLATFORM CHANGE EVALUATION TEST E-MODULE MASTERCLASS FEEDBACK PROGRAMME PARTICIPANTS INCLUSIQ RUN MASTERCLASS EMPATHICAL FEEDBACK ON SESSION LECTURES, E-MODULE TOPIC DISCUSSIONS E-MODULE TOPIC DISCUSSIONS ON E-MODULE FEEDBACK FEEDBACK OPERATORS SEND OUT INVITATION TO AVAILABLE MASTER- CLASSES OPERATORS SEND OUT POST EVALUATION TEST WWW 360° 360° WWW MASTERCLASS MASTERCLASS
    • Illustration,
    • & Award design!
    • This INTERNSHIP HAS MEANT MANY INSIGHTS, Meaning thoughts I’ve had, And ideas I’ve discussed Along the way, For example:
    • “If you think this is an easyjob your not the right person to do it”
    • ... Because sensitivity is a strength!
    • Managing expectations is the key to good partnerships. ...And it will always Be HArd work.
    • design strategy is fun! (when it’s real)
    • Innovation doesn’t need to be radical to be right.
    • Service designers need to be advocates of the human experience. THis means realising that not everything can, or should, be quantified or ”snippified”.
    • & FINALLY, LIKE MY MOTHER USED TO SAY...
    • CONFIDENCE IS NOT A PERSONALITY TRAIT.
    • Confidenceis like a cup with a small hole in the bottom ...You have to keep filling it up
    • This Summer AT SNOOK Has Given ME A boost in my proffessional cONFIDENCE
    • In fact, it has helped me go from saying “I study Service Design” to...
    • I AM A Service Designer.
    • thank you!