Doing design inside and outside of organisations

“You can’t make me do it”

Sarah Drummond | Snook
Co founder + Director of Design

wearesnook.com
sarah[at]wearesnook.com
@wearesnook


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@wearesnook

“We’ve got this idea for a website that the public can put their feedback on”
That’s me


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police
bribe
everyone


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closed feedback loops
-I take over Sainsburys, Ch4


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Visualisation
Prototyping
Co-creation

PEOPLE!


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police


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ventures and initiatives


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The public don’t trust the police

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Back of napkin idea

“The service was ok but
it could have been much
better” - Jo, 25


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It might be a good
idea but being an
outsider is hard


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Outside in


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information feeds post data face to face phone
interactions

online paper media timing announcements/ rules/
tone of voice documentation

Services aren’t just websites
They live in an eco-system

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service providers

police users
public users

police as organisation


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Inside out


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bribe


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Influence policy from customer Team toolkit
insight
Lite Toolkit
Work with policy to make it more
people centered Support Packs

Produce project reports and
explain how we did it

Reports on future innovation

pport
nd Su
lsa P
oo

ro
T

jec
rt

ts
and Repo
Servi ce
Support

Work
T eam
licy

sho
Po

ps/
Ev
e en
rtis ts
Skills/Expe

Consultation Skill building workshop Delivery Projects

Hard Skills Problem Solving Small projects

Soft Skills Moving forward Discovery Projects

Design work Experiences for change Insightful projects

Facilitation

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Project stakeholder map

Mapping my community
Linking the touchpoints
Working with experts
Project opprotunities

Concurrent activities

Inspiration Research
Discovery blueprint
Terms of reference

Engagement Tools
Map your project

Group sketching

Future visioning
Budgeting Bank

Post it planning

A day in the life

Media Portraits
Visual prompts

Empathy Tools
Cultural probe
Systems Map
Assumptions
Call to action

Ethnography

Observation

Observation
Shadowing
My journey

Visualising
Discover

Method
Plan
Service support Service support and Setting up projects Introduction to Frontline day. Face
search for trigger design board choose module + term of ‘project’ day, learning to face customer
points through ‘short’ projects reference for project key tools and interaction using
applications process steps new tools

Programme: Understanding the development process

Talk to Customer Feedback Mystery Future
customers Day week shopper day thinking hour
Events
hour
ification

Setting up Visualising Evaluating Talking to users Future
Establish spec

Mapping user
ta

as
g

projects/work Service Offerings existing services (understanding
infor r existin

experience Visioning
n/da

ide

customer needs)
ting

Workshops
matio

xis
e
Gath

re

rin g
ffe tin
gs
the

s/o exis
Ga

ds
rv ate

ee
0.1
1.0 n Map your project Service Blueprint Customer Journey Engagement tools Linking the- Future vision
se alu

nt
ice

e
at Budgeting Bank Stakeholder Mapping Contextual- touchpoints Inspiration research
Ev

1.1
l
------------- er
------
----- ov Terms of reference Mapping Day in the life Interview My journey Roleplay
sc
1.
----
----
2
Di rch Call to action Group Sketching Shadowing Focus Group Customer journey-
ea
res
---
---
---
--- ne
w Project stakeholder System Mapping Observation Cultural Probe mapping
dis --- uc
t
1.

map Empathy Tools Empathy Tools Personas

01
c nd
3

Co
---

Project Graphic facilitation Discovery Blueprint
---
ov
---

opprotunities
1.4
---
er
---

al
textu Post it planning
----

g
Con rstandin
----

u nde Concurrent
-----

1.5

discover activities
-
-------

dis 1.0-1.6
king
Future thin
--------->

Insight
1.6


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Stage D

D7 Build a
framework of
modules
D6 Start
associate
programmes

D5 Build a toolkit

D4 Plan projects
Stage C using the design
process
D3 Weekly
Increased capabilities

C10 Go back to meetings of
the board
design board

C9 Share work D2 Start initiatives that
uncover problems and
around the org. encourage ideas

C8 Build a D1 Build an
communication
intranet
blueprint

C7 Hold a design
Stage B event

C6 Put a value on
your work

B6 Create service C5 Build an
design ‘bites’ online space

B5 Tell the org. C4 Do small
what your team projects
offers
Stage A B4 Put together C3 Start
the team offerings introductory
workshops
B3 Map the C2 Create a
A6 Build a basic design associate
organisation
toolkit network

A5 Start with an B2 Team member C1 Create a
external meets the org. studio space
consultancy
A4 Create a B1 Employ
service support
designers
team

A3 Design School
project

v§v Design
leader

A1 Corporate

Time
Strategy


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everyone


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Stage awareness joining using

Sign up
as a student
FORSTUDENTS
go bac
k See Interests | See Projects | See Event
s

How Matchable works for you
DATES AND DEADLINES
ON MATCHABLE From Matchable

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Organi EDINBURGH | 23.09.
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Customer Actions

customer discovers customer signs up for
Customer type 1
options first time

customer logs in
Customer type 2

Line of interaction

Matchable admin Matchable admin
Onstage contact
checks if customer floating
employee actions needs help

Line of visibility

Matchable back room
Backstage Contact back room monitoring slip use
checking idle time on sign up
Employee Actions and feeding data to onstage
admin

Line of interaction

timekeeper on desktop
Support Processes hooked up to monitor in top
room


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cocreati

ng
entre

with c
tc
us
tomer a

Project teams: Diagonal Slice of the organisation

Scottish Ministers
/Govern
ment

senior civil serva
nts and
Scott
is h go
vern
men
the board t di
rec
t o ra
tes

chief executive directors

corporate supp
ort and
gove
r nme
n t re
lati
board secretar o ns
ia t

area manage
rs

sub division
area
man
ag ers
team leade
rs for
Car
ee rC
en
frontline st tre
aff o s
f Ski
lls
De
ve
lop
customer m
s of en
Ski t
ll s
De
ve
Sc

lop
ot
lan
d
m
en
tS
co
tla
nd

closest to understanding user needs and
day to day operations
‘Expert knowledge’ +
‘Tacit and explicit knowledge’


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bit of both


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Doing design inside and outside of organisations

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