Design Agency Snook Helps Organizations Improve Services

SSDFCharley Pothecary | @charleypoth @wearesnook
Hi, we are Snook

We are an award-winning design agency
based in Glasgow & London, helping
organisations produce great services by
putting people first

Global Goals Jam
Charley Pothecary |
@charleypoth
@wearesnoo
k
About us
We are a group of designers,
researchers and strategists working
as a multidisciplinary team to design
products and services.
@wearesnoo
k

We’re on a mission
to make services
better for people.

Cork: User-centered
council@ainsleyalan @rufflemuffin
@wearesnoo
k
We’re on a mission
to make services
better everywhere

Cork: User-centered
@wearesnoo
k
Every touchpoint,
interactions on
every channel

Cork: User-centered
@wearesnoo
k
Front to back,
back to front,
inside and outside
the organisation

Cork: User-centered
@wearesnoo
k
We’re grounded
by user research

Cork: User-centered
@wearesnoo
k
Service Design is the
design of services

SSDFCharley Pothecary | @charleypoth @wearesnookSSDFCharley Pothecary | @charleypoth @wearesnook
We explore both business processes and
how this aligns with what people experience

Discover:
Discovery is about
researching user needs
and the wider context for the
project
Define:
Using the insight you’ve
gathered, defining the
problem you want to focus on
solving and the specification
for users
Develop:
Develop is about taking ideas
into prototypes and iterating
through user testing to
improve them
Deliver:
Deliver is about readying the
products for implementation
and piloting a version before
scaling

What is a prototype?
An inexpensive and concrete way to help
users see and experience what you are
developing how your solution works and its
impact on their lives.

What is a prototype?
“A prototype is anything a person can look
at and respond to.”
- Jake Knapp, Design partner at Google Ventures and author of The Sprint Book

When should you prototype?
As soon as you have an idea of concept that
has been built from user needs. Prototype
fast, fail fast and iterate.

Prototypes are not
solutions they are a
way of asking
questions

Why prototype?
Make your ideas tangible quickly, so that
you can present them, test them and gather
valuable feedback from the people you are
designing for.

Why prototype?
Embracing an interactive prototyping
approach means evolving ideas faster,
ensuring your solutions are needed,
desirable and feasible. Use the feedback
gathered in each testing session to inform
new prototypes.

Quick history lesson on
prototyping
This isn’t new, we’ve been prototyping for 100s of years

Coca Cola
The first coca cola bottle developed by the
Root Glass Company in 1915

Cars to space suits
In history we’ve prototyped everything from
cars to space suits, considering how things
work in practice and can be manufactured

You’ve seen these tests
We’ve tested airplanes, cars using fake
humans ‘crash test dummies’

Sustainable prototyping
Government are now in a
‘perpetual beta’ mode,
building platforms to
analyse transaction rates
and continue to improve
their services iteratively.

How to prototype digitally
A collection of methods

Methods
● Sketches and mockups
● Low-fidelity wireframes
● High-fidelity wireframes
● Speculative prototype
● Usability testing

Quick Mock Ups and Wireframing
They help to quickly communicate
ideas and bring ideas to life.
We tend to start with a sketch, then
build a cleaner sketch, then build
wireframes.
Wireframes help us to outline design
patterns, consistent layouts, content
and core user actions.

Methods
● Sketches and mockups
● Low-fidelity wireframes
● High-fidelity wireframes
● Speculative prototype
● Usability testing

Top Tips
Start with a stack of paper and work
through a user journey.
Identify common patterns for content
and service transactions.
Use journeys to map out your
wireframes
Focus on helping someone complete
a task

Iterating
We continue to build wireframes and
low fidelity prototypes throughout a
develop sprint.
Regular prototyping to improve the
design works well to get your service
to work for users.

Prototyping Content
We can prototype content too.
As we know words, names and
services are important.
We can write content and test it both
ourselves by reading it out loud and
asking users to read it.
Ideally, we combine new content and
service design into usability tasks
where we ask someone to do
something and complete this.

How do we create
accessible prototypes?
A collection of methods

Sometimes users with cognitive
disabilities will find it hard to
understand a prototype that does
not look like a real life thing.
Research has shown that often we
need to create a higher fidelity or
polished prototype when
prototyping for disabled users

Top 10 tips for designing prototypes to be
inclusive
1. Minimise distractions
2. Keep actions direct
3. Use minimal language
4. Limit user effort
5. Let the user control the pace
6. Provide prompts
7. Be clear on what is happening
8. Give clear feedback
9. Be consistent
10. Run through your prototype with a disabled user beforehand
if possible.

Quick tips for facilitating usability
testing with cognitive disabled
participants
● High fidelity not low fidelity
● Yes or no scale responses are good
● No task scenarios
● No role plays
● No thinkalouds
● Use specific terms or questions around stages not ‘
what did you think of the system’. Very wide questions
can be hard to answer.
● Check the answers back with the participant

You can find a design checklist here:
https://www.stroke.org.uk/sites/default/files/accessible_i
nformation_guidelines.pdf1_.pdf

Thank you!

Design Agency Snook Helps Organizations Improve Services

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