Why Service Design is the most important design discipline you've never heard of

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Presentation for Mackay Hannah: 10 steps towards customer service excellence in the public sector. 17th March 2014

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Why Service Design is the most important design discipline you've never heard of

  1. 1. designing a new future SNOOK for Mackay Hannah: Customer Experience in the Public Sector LAUREN CURRIE
  2. 2. @redjotter
  3. 3. SNOOK
  4. 4. WE MAKE PUBLIC SERVICES BETTER BY DESIGN SNOOK WE MAKE PUBLIC SERVICES BETTER BY DESIGN SNOOK
  5. 5. WE DO THIS BY DESIGNING AND SCALING HUMAN CENTERED SERVICES SNOOKSNOOK
  6. 6. WHY SERVICE DESIGN IS THE MOST IMPORTANT DESIGN DISCIPLINE YOU’VE NEVER HEARD OF SNOOK
  7. 7. AGE OF THE CUSTOMER
  8. 8. & PRINCIPLES OUR BELIEFS
  9. 9. OPERATE HOW WE
  10. 10. SNOOKSTERS SNOOK ENSEMBLE SNOOK BOARD SNOOKSNOOK CORE TEAM SNOOK CUSTOMER EXPERIENCE AND SERVICE DESIGN SNOOKLAB SNOOKLAB DIGITAL INNOVATION EMBEDSNOOK CREATING A CULTURE OF INNOVATION
  11. 11. THE SNOOK TEAM
  12. 12. DISCOVER DEVELO P DELIVER REFLECT DEFINE ESTABLISH • Snook • process
  13. 13. AN IMPACT SNOOK makes
  14. 14. SCOTTISH PARLIAMENT The festival of Politics DEBATE CHAMBER, HOLYROOD
  15. 15. SCOTTISH GOVERNMENT Learner Journey Data Jam FIRST EVER HACK DAY
  16. 16. PERSONAL DEMOCRACY FORUM GOOGLE FELLOWSHIP
  17. 17. DIFFERENTLY SERVICE DESIGNERS do things
  18. 18. Prototype 1
  19. 19. 2 Human centered
  20. 20. day, 15 August 2012 Wednesday, 15 August 2012
  21. 21. CoCreate 3
  22. 22. PROJECTS SNOOK
  23. 23. SNOOK CUSTOMER EXPERIENCE AND SERVICE DESIGN
  24. 24. SNOOK CUSTOMER EXPERIENCE AND SERVICE DESIGN
  25. 25. STIRLING MAKES EMBED DESIGN CREATING A CULTURE OF INNOVATION
  26. 26. SNOOK CUSTOMER EXPERIENCE AND SERVICE DESIGN TOTAL craigroyston
  27. 27. SNOOK CUSTOMER EXPERIENCE AND SERVICE DESIGN TOTAL craigroyston
  28. 28. Post-16 Education: Improving the learner journey 117 Post-16 Education: Improving the learner journey 117
  29. 29. VENTURES SNOOK
  30. 30. The You should have asked us ages ago.
  31. 31. How it works NewspaperYoung People The Problem How can we continue to inspire people after the commonweath games have gone? x the Client
  32. 32. THE LAB SNOOKLAB DIGITAL INNOVATION
  33. 33. IMAGINE IF...
  34. 34. PUBLIC SERVICES WERE... OPEN CO-DESIGNED CO-OWNED PERSONALISED
  35. 35. FOR EVERY £1 SPENT ON DESIGN, YOU GAIN OVER £4 NET OPERATING PROFIT, OVER £20 NET TURN OVER AND OVER £5 EXPORTS
  36. 36. WHY SHOULD YOU CO-CREATE YOUR CUSTOMER EXPERIENCE SNOOK
  37. 37. DEEP INSIGHTS ABOUT PEOPLE’S TRUE NEEDS AND WANTS - FROM THE SOURCE
  38. 38. AN EFFICIENT WAY TO GET SOLUTIONS THAT REALLY WORK
  39. 39. A CATALYST FOR ORGANISATIONAL CHANGE
  40. 40. DESIGN IS INTEGRAL TO THE DNA OF EACH AND EVERY PUBLIC SERVICE.
  41. 41. SNOOK FOMENTING A REVOLUTION IN SCOTLAND
  42. 42. COACHING TRAINING BESPOKE PROJECTS
  43. 43. LAUREN@WEARESNOOK.COM SNOOK for Mackay Hannah: Customer Experience in the Public Sector WWW.WEARESNOOK.COM @WEARESNOOK

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