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Scottish Approach to Service Design: Where next?

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A presentation on where we are now in Scotland and where next for Service Design. Delivered for Cat Macauley, Scottish Government on the Scottish approach to Service Design

Published in: Design
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Scottish Approach to Service Design: Where next?

  1. 1. We are SnookPeople by Default Sarah Drummond Service Design in the public sector A retrospective and where next? @rufflemuffin | @wearesnook
  2. 2. We are SnookPeople by Default Sarah Drummond This is about a new approach
  3. 3. We are SnookPeople by Default Sarah Drummond #satsd
  4. 4. We are SnookPeople by Default Sarah Drummond Meet Sharon 2015 We are SnookPeople by Default Sarah Drummond
  5. 5. We are SnookPeople by Default Sarah Drummond “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
  6. 6. We are SnookPeople by Default Sarah Drummond “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.” The British Association of Social Workers and Social Workers Union
  7. 7. We are SnookPeople by Default Sarah Drummond “I spend most of my working day typing and inputting services plans, filing, etc., all admin tasks.” The British Association of Social Workers and Social Workers Union
  8. 8. We are SnookPeople by Default Sarah Drummond “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” The British Association of Social Workers and Social Workers Union
  9. 9. We are SnookPeople by Default Sarah DrummondWe are SnookPeople by Default Sarah Drummond 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
  10. 10. We are SnookPeople by Default Sarah Drummond 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 | @louisedowne
  11. 11. We are SnookPeople by Default Sarah Drummond “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
  12. 12. We are SnookPeople by Default Sarah Drummond “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
  13. 13. We are SnookPeople by Default Sarah Drummond “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
  14. 14. We are SnookPeople by Default Sarah DrummondWe are SnookPeople by Default Sarah Drummond INDUSTRIAL MODELS OF THE PAST CONTINUE TO SHAPE OUR DESIGNS “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
  15. 15. We are SnookPeople by Default Sarah DrummondWe are SnookPeople by Default Sarah Drummond TECHNOLOGY WON’T SAVE US, WE ARE AUTOMATING THE WRONG PROCESSES We must fundamentally understand the problems we have to solve, meet user needs and design services that work
  16. 16. We are SnookPeople by Default Sarah DrummondWe are SnookPeople by Default Sarah Drummond GOOD TECHNOLOGY {AND DESIGN} SHOULD BE 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
  17. 17. We are SnookPeople by Default Sarah Drummond Meet Sharon 2020 We are SnookPeople by Default Sarah Drummond
  18. 18. We are SnookPeople by Default Sarah Drummond THIS IS HARRY AND SAM We are SnookPeople by Default Sarah Drummond
  19. 19. We are SnookPeople by Default Sarah Drummond “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)
  20. 20. We are SnookPeople by Default Sarah DrummondWe are SnookPeople by Default Sarah Drummond 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
  21. 21. We are SnookPeople by Default Sarah DrummondWe are SnookPeople by Default Sarah Drummond AN UPHILL BATTLE The touchpoint has grabbed our design attention UX and digital has over shadowed the service and organisation play
  22. 22. We are SnookPeople by Default Sarah DrummondWe are SnookPeople by Default Sarah Drummond 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.
  23. 23. We are SnookPeople by Default Sarah Drummond Here’s my top five IT fix requests: 1. Use standard usernames  Each system appears to require its own type of login. My usernames include hoggda80645, david.hogg. dhogg, hoggd, hoggd80927, DHOGG, 80927hoggd and david. Add to that inconsistent passwords (some requiring uppercase, some not allowing uppercase, others needing punctuation). Solution: we need this to be standardised. The NHSnet email address is a good place to start for a username or alternatively couldn’t we use the registration number - GMC, NMC, HPCC? The username ‘gmc123456’ makes a lot more sense.
  24. 24. We are SnookPeople by Default Sarah Drummond Service design is the design of services Co-design is an approach It’s not organisational change, but organisations need to change to make it work
  25. 25. We are SnookPeople by Default Sarah Drummond SERVICE DESIGN DISTINCTIONS HIGH LEVEL - RE-DESIGNING A CUSTOMER EXPERIENCE (FRONT FACING USER EXPERIENCE) DEEPER LEVEL - OPTIMISING CAPACITY OF BUSINESS TO DELIVER A THING ORGANISATIONAL - LONG TERM BUSINESS TRANSFORMATION TO BEING USER CENTERED SYSTEMS LEVEL- SYSTEMS THINKING TO RE-DEFINE PROBLEM/SCOPE/ POTENTIAL ACROSS ORGANISATIONS
  26. 26. We are SnookPeople by Default Sarah Drummond THREE LAYERS DO TANK / CENTRALISED SERVICE DESIGN Running an R+D capacity / Delivering the eco-system EMBEDDING DESIGN Organisations that can iteratively improve their services and link into the wider eco-system COMMUNICATION PLATFORMS Integrating feedback into the system and co-producing outcomes
  27. 27. We are SnookPeople by Default Sarah Drummond Double Diamond - Design Council 2007
  28. 28. We are SnookPeople by Default Sarah Drummond We’re in a room of early adopters
  29. 29. We are SnookPeople by Default Sarah Drummond (Thanks Stuart Bailey) 2007 | SKILLS DEVELOPMENT SCOTLAND We are SnookService Design Atelier Sarah Drummond MASTERS THESIS ON EMBEDDING DESIGN (2009)
  30. 30. We are SnookPeople by Default Sarah Drummond (Thanks Lauren) The infamous @redjotter PARTNER IN CRIME FOR 2008 - 2014 We are SnookPeople by Default Sarah Drummond
  31. 31. We are SnookPeople by Default Sarah Drummond (Thanks to the first 10) Service Design Drinks and Thinks (2009)
  32. 32. We are SnookPeople by Default Sarah Drummond (Thanks to Social Innovation Camp and Ewan Mcintosh) MyPolice (2009) We are SnookPeople by Default Sarah Drummond
  33. 33. We are SnookPeople by Default Sarah Drummond (Thanks Peter Ashe) ALISS NHS and ALISS (2009) We are SnookPeople by Default Sarah Drummond
  34. 34. We are SnookPeople by Default Sarah Drummond (Thanks to Lucy Robinson, Lisa Pattoni and Gayle Rice) IRISS (2010) We are SnookPeople by Default Sarah Drummond
  35. 35. We are SnookPeople by Default Sarah Drummond (Thanks to Anna Maclean) Loch Lomond and Trossachs National Park (2013) We are SnookPeople by Default Sarah Drummond
  36. 36. We are SnookPeople by Default Sarah Drummond (Thanks to Louise McDonald, Lisa Murphy, Toni Andrews) Young Scot (The Matter and Ayemind) (2012 to now) We are SnookPeople by Default Sarah Drummond
  37. 37. We are SnookPeople by Default Sarah Drummond “We realised we could make anything happen” We are SnookPeople by Default Sarah Drummond
  38. 38. We are SnookPeople by Default Sarah Drummond (Thanks to Jane Reid, DWP) Mental Health, digital and employment journeys (2015) We are SnookPeople by Default Sarah Drummond
  39. 39. We are SnookPeople by Default Sarah DrummondWe are SnookPeople by Default Sarah Drummond (Thanks to Karen Bell and NHS Ayrshire and Arran) 150 + people working together to improve unscheduled care (2016)
  40. 40. We are SnookPeople by Default Sarah DrummondWe are SnookPeople by Default Sarah Drummond (Thanks to Sally Kerr) Walk Hack and Edinburgh Apps (2016)
  41. 41. We are SnookPeople by Default Sarah Drummond (thanks to Open Change and Duncan Of Jordanstone) Open Change (Mums and dads of Snook) (You’re stuck with us) We are SnookPeople by Default Sarah Drummond
  42. 42. We are SnookPeople by Default Sarah Drummond (thanks to Mike Press) Renewing public services conference (Mums and dads of Snook) (2014) We are SnookPeople by Default Sarah Drummond
  43. 43. We are SnookPeople by Default Sarah Drummond THE LAST 7 YEARS Bloody large proof of concept and a development in the translation of design
  44. 44. We are SnookPeople by Default Sarah Drummond COLLABORATION IS KEY We need all of the approaches to make this work and build the platforms we need to do this
  45. 45. We are SnookPeople by Default Sarah Drummond COLLABORATIVE APPROACHES
  46. 46. We are SnookPeople by Default Sarah Drummond Research Design Delivery Strategy Coaching Events Our services have been designed to focus on working with organisations to create services that work Over the past 7 years we have honed our experience into not only providing service design expertise but ensuring our processes take organisations on the journey with us and build design capacity across their business
  47. 47. We are SnookPeople by Default Sarah Drummond
  48. 48. We are SnookPeople by Default Sarah Drummond
  49. 49. We are SnookPeople by Default Sarah Drummond 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
  50. 50. We are SnookPeople by Default Sarah Drummond
  51. 51. We are SnookPeople by Default Sarah Drummond Can, and how can, the insights of frontline workers influence systems change
  52. 52. We are SnookPeople by Default Sarah Drummond 12 week programme defining systems from the participants perspective Not our ‘systems design’ Starting with a fresh understanding of their place in the broader system Looking at the power structures around them to designing and testing ways to change things
  53. 53. We are SnookPeople by Default Sarah Drummond SYSTEMS CHANGERS DIAGRAMS: CHARLOTTE Q1) Schools Children’s centres Nursery’s Nursery YOT Police crisis Probation Voluntary CPN Drug and alcohol treatment Health Housing Midwifes Health Visitor Children’s Social Care CPN Community fostering Family support worker GPS By Charlotte hunter Changing Lives – Family Support worker Ridley Villas Families 2 4 A C D 1 B 3 6 5
  54. 54. We are SnookPeople by Default Sarah Drummond Individual change and organisational change Asking questions and doing organisational ethnography by front line workers Systems Change at the frontline
  55. 55. We are SnookPeople by Default Sarah Drummond
  56. 56. We are SnookPeople by Default Sarah Drummond THE SYSTEM NEW AREAS IN WHICH FRONTLINE WORKERS HAVE A DISTINCT OFFER FOR SYSTEMS CHANGE “ I’m motivated like they are [government people] - but I’m doing it from a different angle.” Systems change can’t be done with a project-based approach - what’s required is to build R&D capacity and mobilise movements of civil servants, practitioners and ordinary people. Within that, FW have an important role because they bring a different type of power. If FW link up across organisations at the frontline, they bring a lateral networked power.
  57. 57. We are SnookPeople by Default Sarah Drummond OUR OPPORTUNITIES FOR BAKING DESIGN INTO THE PUBLIC REALM Where do we have opportunity to make this work?
  58. 58. We are SnookPeople by Default Sarah Drummond DESIGN IS THE GLUE The mindset, approach, principles and skills can bring multiple perspectives and evidence to the table to make things work
  59. 59. We are SnookPeople by Default Sarah Drummond EMBEDDING DESIGN Into every part of the organisation and into the training of staff at all levels, and inside the organisation from on boarding to meetings. Create space for service design to flourish.
  60. 60. We are SnookPeople by Default Sarah Drummond WORK LIVE No more big reports, no more processs for the sake of process. Open up our projects and knowledge as we go
  61. 61. We are SnookPeople by Default Sarah Drummond DIGITAL TRANSFORMATION Ensuring we look end to end, put people first and consider multi-channel services, not just digital
  62. 62. We are SnookPeople by Default Sarah Drummond WE HAVE LEADERS Cat and colleagues are ferociously pushing this forward, we all need to support this mission collectively to ensure we have the skills and capacity to do this
  63. 63. We are SnookPeople by Default Sarah Drummond A CONNECTION BACK TO DELIVERY In 2012 Joseph Rowntree Foundation identified that involving frontline staff from care services in the co- design of services increased job satisfaction
  64. 64. We are SnookPeople by Default Sarah Drummond CO-PRODUCTION This is a genuine chance to build and take a system wide approach to Co-production and build on the work of the Christie Commission
  65. 65. We are SnookPeople by Default Sarah Drummond NEW AND IMPROVED Lets look at improving what we’ve got and developing new services
  66. 66. We are SnookPeople by Default Sarah Drummond DESIGN LED CONSULTATION Lets reverse the model and hack consultation and push bottom up towards policy to make it more open
  67. 67. We are SnookPeople by Default Sarah Drummond MAKE DESIGN THE DNA OF OUR ORGANISATIONS Internal and external focus on our people ‘FIX THE BROKEN WINDOWS’ @BENHOLLIDAY
  68. 68. We are SnookPeople by Default Sarah Drummond KEY CONSIDERATIONS What do we, as early adopters need to deliver on
  69. 69. We are SnookPeople by Default Sarah Drummond LINK UP WITH POLICY Help the strategy unit and policy makers to create more open policy that design can support
  70. 70. We are SnookPeople by Default Sarah Drummond DELIVER CHANGE We need to focus on delivering service improvements and highlighting these, small and large Process is not enough
  71. 71. We are SnookPeople by Default Sarah Drummond FRAME THE RIGHT PROBLEMS Focus on designing for the right problem or opportunity
  72. 72. We are SnookPeople by Default Sarah Drummond MICRO ANALYSIS Detail is important, we need to move from ideas into implementing change and really getting to the detail of how things work
  73. 73. We are SnookPeople by Default Sarah Drummond MICRO ANALYSIS Detail how the thing works, end to end and with the systems that make the organisation work
  74. 74. We are SnookPeople by Default Sarah Drummond MOVE BEYOND THE TOOLS Apply empathy, openness, curiosity, find out what doesn’t work and what we need. Use the basic tools as facilitative tools to bring people on board.
  75. 75. We are SnookPeople by Default Sarah Drummond SCOTTISH BUSINESS PLEDGE ‘The continuous development of products and services’ Micro change is as important as macro innovation Lets redefine the ‘new’ of innovation
  76. 76. We are SnookPeople by Default Sarah Drummond CODIFY OUR APPROACH Lets make it accessible and help people understand the various starting points and application of design, and a consistent language
  77. 77. We are SnookPeople by Default Sarah Drummond TRAINING Basics matter, principles matter. Scale up a joint training programme for the Scottish Public Sector
  78. 78. We are SnookPeople by Default Sarah Drummond TRAINING FOR IMPACT “We have a new Children’s eye screening project being piloted at the moment in 5 local primary schools which grew out of one of the Snook sessions you led. We’ve been working with an educational consultant to develop the concept that was originally the superhero themed session – we still have the photo of you in your cape. – this will reach 4,500 children a year and will be responsible for preventing sight loss in 105 children a year – which is a pretty cool outcome!” We are SnookPeople by Default Sarah Drummond
  79. 79. We are SnookPeople by Default Sarah Drummond NEW SUITE OF SERVICE DESIGNERS WHO UNDERSTAND DATA/INTERNET Skill up our Service Designers who are professionally training to understand the fundamentals of building digital services
  80. 80. We are SnookPeople by Default Sarah Drummond PRODUCTS THAT SUPPORT THE EMBEDDING OF SERVICE DESIGN APPROACH GDS Performance platform as exemplar
  81. 81. We are SnookPeople by Default Sarah Drummond SKILL UP OUR PUBLIC SECTOR TO UNDERSTAND DIGITAL We really need to develop this capacity to understand what services can be designed using data and by being digital
  82. 82. We are SnookPeople by Default Sarah Drummond BETTER PROCUREMENT AND COMMISSIONING OF DESIGN Support the sector and make partnerships but make sure they work with you not at you
  83. 83. We are SnookPeople by Default Sarah Drummond DEMOCRATIC RENEWAL Fundamental belief that Service Design, and more largely design is an inclusive process for all Lets make sure we design the models that keep it that way in Scotland
  84. 84. We are SnookPeople by Default Sarah Drummond OUR OLD 2009 POSTER
  85. 85. We are SnookPeople by Default Sarah Drummond “BOTH DIY PRODUCTION AND OPEN DESIGN EMPOWER THE USER BY PUTTING PROFESSIONAL TOOLS IN THE HANDS OF THE MASSES” - Tommi Latio (Open Design)
  86. 86. We are SnookPeople by Default Sarah Drummond “A RAT RACE IS FOR RATS. WE’RE NOT RATS. WE’RE HUMAN BEINGS” - Jimmy Reid
  87. 87. We are SnookPeople by Default Sarah Drummond “We can choose comfort or courage, I chose courage” Chris (Petrus) We are SnookPeople by Default Sarah Drummond
  88. 88. We are SnookPeople by Default Sarah Drummond THANKS! WEARESNOOK.COM SARAH@WEARESNOOK.COM @RUFFLEMUFFIN @WEARESNOOK

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