We are Snook | People by default

People by DefaultSnook Presentation | @wearesnook | @rufflemuffin Sarah Drummond
People by Default
Designing services in complex systems
from a human perspective
Sarah Drummond
@wearesnook
@rufflemuffin

- image of sharon/social worker
Meet Sharon

“I no longer feel that I can deliver an adequate service
even allowing for working a 70 + hour week. I have
taken a support worker role in order to spend time with
my family in an attempt to recover some quality
of life. I wish you all well.”
The British Association of Social Workers and Social Workers Union

“Social workers are spending too much time in the oﬃce
and not enough time with clients. The very essence
of social work is being eroded, which is a great, great
shame.”

“I spend most of my working day typing and inputting
services plans, ﬁling, etc., all admin tasks.”

“Social workers are so diverted from interactive
intervention with service users to complete administrative
tasks.”

“Working in an out of hours team, we have no
administration, we have to organise all assessments, visits
and undertake reports. I spend most of my time on the
computer”

“We spend a large proportion of our time working recording data. We
spend large part of our day using a computer to record information about
assessments. We are constantly being told we are not completing this
correctly and then need to return and make the changes. It is important
that the time allocated to this work is taken away from social work staﬀ
and enables them to actually spend the time working with the
service users.”
Social Work Task Force

ADMINISTRATION COSTS
US PEOPLE
We have created systems that don’t
solve problems. They create more work,
cost us more to run and take us away
from the frontline

1. Manual processing use of paper and manual copying across systems
2. Unnecessary processing users completing the wrong transactions at
the wrong time
3. User contact users trying use a service, complain or track something
4. Casework edge cases and ‘user-errors’ handled by humans
Louise Downe, Head of Design | Government Digital Service

“It took me an hour to apply for a provisional license
online. They locked me out twice, I couldn’t save it and I
didn’t know before starting I’d need my national insurance
number.”
DVLA services

“I cried down the phone because it was the 27th time I’d
called the hospital. They direct transferred me through to
a department that wasn’t even open that day. I was
desperate to shift my appointment, they insisted on
sending a letter each time to change the appointment”
NHS Service User

“We phoned the council about care for mum, it’s pretty
urgent her dementia is tearing the family apart. We were
told we’d be given a visit, it’s been 4 weeks and we’ve
heard nothing”
Council user

“I’ve been waiting to see someone after being
diagnosed with a borderline split personality
disorder for over 7 months. I was told I’d be
getting art therapy but I’ve heard nothing. I
ended up going to woman’s aid in a crisis as I
needed support”
NHS User

“…I saw a husky run across a motorway (obviously not road wise and must have gotten out the
gate) so I tried to phone X Council’s dog warden but I was on hold for so long that I hung up.
Then I googled ‘dog warden Glasgow’ and all the numbers were out of order/out of date. I
phoned the SSPCA and they said it’s the local dog warden that should be doing this. No one
seems to know this service exists, and the ones that do, cannae bloody get through to them!
Sorry, I’m all for the animals and this just really riled me. The number you phone takes you
through to cleansing, environmental health – so no one would know there was a bloody dog
warden at the end of it. Sorry… rant over. Please can you ﬁx the X Council”
Council user

80% of the cost of Government is services
60% of that cost is spent on calls and casework
Louise Downe, Head of Design | Government Digital Service

People by DefaultSnook Presentation | @wearesnook | @rufflemuffin Sarah DrummondPeople by DefaultSnook Presentation | @wearesnook | @rufflemuffin Sarah Drummond
INDUSTRIAL MODELS
“Technology has locked us into ways of
working, the design of services, even
operating models of organisations”
Dave Briggs, Head of Digital and Design at Adur & Worthing Councils

TECHNOLOGY WON’T
SAVE US
We have the habit of automating the
wrong processes. We must
fundamentally understand the problems
we have to solve, meet user needs and
design services that work

Image courtesy of Flickr user seier+seier
MEET SHARON
2020

GOOD TECHNOLOGY IS
INVISIBLE
We need insight into what works, what
doesn’t and what jobs we want to help
people do to improve our systems and
services

“Burton and van den Broek espouse the belief that social workers should be involved in the design and application of the technology, as well as being
provided with appropriate ongoing training. They go on to quote and applaud Sapey’s (1997) contention that: ‘. . . unless social
workers do become involved in the ways in which new technologies
are used within organisations, they will fail to inﬂuence its impact on
their clients and may further fail to control the way in which computers
aﬀect the nature of social work itself in the future’”
Burton and Van Der Broke | Sapey (1997)

FIFE COUNCIL HACK
Bringing frontline NHS, Social Care,
Administration, Digital Leaders together
to deﬁne their needs and future journeys

We need to transform the
culture of service design
and delivery if we are to
transform people’s lives
We need to change how we work and
embed insight into our everyday

BAKE DESIGN INTO OUR
ORGANISATIONS AND PUBLIC SECTOR
Our development processes
Our mindset
Move to a culture of doing
End to end service design
Rethink HR role
Stimulate an SME Market
Decommission legacy systems
New permissions to innovate
Re-skill of our workforce

“We’ve already done our
customer survey so why
do we need to do more
research?”

It is statistically proven
that most people will tick
‘7’ when answering a
questionnaire

We need to build
solutions with the insight
iteratively

OBSERVATION

SEEING FROM USER
EXPERIENCE

USER TESTING
CONTEXTUAL

Insight
MAPPING END TO END
JOURNEYS

Switch from monitoring calls to evaluating
and learning from them

EMPATHY TOOLS

Double Diamond design process
LISTENING FIRST
then building with insight

USE CASES FOR MENTAL HEALTH
SUPPORT SERVICE
Developed by clinicians, GPs,
community practice nurses, mental
health experts, young people

PROTOTYPING SERVICES
Bringing journeys to life to test how
they work in real life before scaling
implementation

DESIGN END TO END
JOURNEYS
Service Journeys that work across all
channels and touchpoints

PHONE
ONLINE
PAPER
Client
receives
information
pack
Client meets
BDM
Client
receives
application
form
Client
receives
email with
forms and
guidance
Client em
draft to B
for comm
Client
receives
email with
information
pdfs
APPROVAL PROCESS
Client
considers an
alternative
qualification
provider
Client makes
1st contact
with SQA
Client has
phone
conversation
with BDM
Client
conducts
search for
qualification
provider
Client finds
information
about SQA
Client makes
email enquiry
to SQA
Client
receives
information
pack from
Bus Dev
Client picks
up SQA
leaflet at
conference
or trade fair
INTERNATIONAL
TEAM
International
partners
build up list
of potential
clients
International
partner
makes
contact with
client
BACKSTAGE

Glasgow City Council - Re-design

UNDERSTANDING HOW
CITIZENS THINK
How do they search for things and think
about services?

LETS TALK CONTENT
The public don’t speak public sector

“Birth appointments' do
you make an appointment
to give birth?”

“Is bulk uplift like heavy
items? What even is that?”

“I wouldn’t have guessed it’s bins and
recycling for dead animal uplift. I
would’ve just used the search bar and
I’ll probably type ‘dead fox’ instead of
dead animal.”

“It needs an explanation what
council tax is. It’s implying that
you’ve clicked on that and you
know exactly why you are there.”

“It’ll be extremely useful
to have a button to view
band table monthly
as well as yearly one.”

WEEK WEEK WEEK WEEK WEEK WEEK
PROJECT PLAN &
PROJECT REPORT
BUILD NEW
BETA
MAY
APRIL
JUNE
OCTOBER

Set up the culture to be
user focused and build
with insight

LOOKING AT
UNSCHEDULED CARE
NHS Hackathon Ayrshire and Arran
Create opportunities for people to come
together across systems and share their
insights, then build improved services

EMBED DESIGN
Carr Gomm Futures focused on bringing
‘innovation’ and a person centered
approach inhouse

TAKE A CROSS SECTION
OF YOUR TEAM AND
USERS
Carr Gomm Futures developed a new one
page proﬁle for the handover books to
improve the experience of living

LIKES
DISLIKES
SAYING HI
MORNING
AFTERNOON
EVENING
NIGHT
IN CASE OF EMERGENCY
DAY-TO-DAY
JOHN ALLAN
76
- Knock on my door before entering
- Wait for me to answer the door
- Call me Mr Allan until I warm to you
- Take your shoes off if you are staying
- Let me do things for myself, I’ll ask for help if I
need it
- I like to get up early and go to bed early
- I go for morning walks on Tuesday, Thursday and
Saturday
- I am allergic to shellﬁsh, make sure I don’t eat them
- I can get a bit grouchy in the evenings
- I normally get up at 6:30am, on the dot
- I like to shower and dress myself in the mornings
- I have breakfast at 7am normally, but I may run
late
- I talk extensively to my friends at breakfast
- On certain days after breakfast I go for a walk
- Text
- Contact GP on 0141 441 1351, Dr Mathers
- Contact his Daughter, Jean, on 07455729137
- Call Care Manager
- Text
- Text

TOTAL CRAIGROYSTON
Improving outcomes for young people in
Craigroyston

TOTAL CRAIGROYSTON
Co-designing solutions to recurring
problems in the area. Both digital and non
digital.

THE INTERNET IS A
MATERIAL WE CAN
WORK WITH
We need to skill up on how we use the
internet. We are locked down, unable to
access it and we haven’t met its potential.

WE NEED TO FOCUS ON
SOLVING PROBLEMS
Meet needs, involve all of us in the process.
With that, we bring insight and we turn it
into action

MORE PUBLIC FACING
SERVICES
With automation and good service design
comes more time to spend on the frontline.
A fundamental rethink and opportunity on
how we deliver.
Image courtesy of Flickr user makeworks

We cannot design the future but we can co-produce better
outcomes
Work with our constraints and bring form to the future

71
| OUR AWARDS
Google Fellowship
Personal Democracy
Forum - 2011
Young Scot
Enterprise Award-
2011
Finalist Lighthouse
Design for Impact
Award - 2014
Winner of Design Council
Working Well Challenge
- 2013
Winner of the Mozilla +
TSB IC Education
award - 2013
Core 77 Design for
Social Impact
Award - 2015
NCTJ Award for Best
Multimedia Campaign
UK - 2014
GovKnow Award
for Social Justice -
2014
Winner of Scotland’s
ﬁrst Social Innovation
Camp - 2009

Build platforms to stimulate co-production
Do with people not for them

THIS IS HARRY AND SAM

‘invert the present deep structure of tools" in
order to "give people tools that guarantee their
right to work with independent eﬃciency.’
Ivan Illich

Solve problems
Sometimes (not always) enabled by technology
Think about people at the heart of them
What is the end to end journey?

Quick intro to service design

Lets start with our own digital literacy
(5 minutes)

Get to know your challenge | Stakeholder mapping
(5 minutes)

Personas
(10 minutes)

New journeys
(10 minutes)

We are Snook | People by default

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