This document discusses service design and how Snook helps make public services better through human-centered design. It promotes applying design principles like collaboration, empathy, and co-creation to public services to make them more open, personalized, and co-owned. Snook helps organizations adopt this approach through projects, training, and coaching to catalyze change. The document encourages taking action to improve public services using service design.

1. designing the
future of
public services
SNOOK
CIPD Police Forum 16th April 2014
LAUREN CURRIE

2. @redjotter

3. SNOOK

4. WE MAKE
PUBLIC SERVICES
BETTER BY
DESIGN
SNOOK
WE MAKE
PUBLIC SERVICES
BETTER BY
DESIGN
SNOOK

5. WE DO THIS
BY DESIGNING AND
SCALING
HUMAN CENTERED
SERVICES
SNOOKSNOOK

6. WHY SERVICE DESIGN IS
THE MOST IMPORTANT
DESIGN DISCIPLINE
YOU’VE NEVER HEARD OF
SNOOK

7. AGE OF THE
CUSTOMER

8. & PRINCIPLES
OUR BELIEFS

11. OPERATE
HOW WE

12. FOR EVERY £1 SPENT ON
DESIGN, YOU GAIN OVER
£4 NET OPERATING PROFIT,
OVER £20 NET TURN OVER
AND OVER £5 EXPORTS

13. THE SNOOK TEAM

14. DISCOVER
DEVELO
P
DELIVER
REFLECT
DEFINE
ESTABLISH
• Snook •
process

18. AN IMPACT
SNOOK
makes

20. SCOTTISH
PARLIAMENT
The festival of Politics
DEBATE CHAMBER, HOLYROOD

21. SCOTTISH
GOVERNMENT
Learner Journey Data Jam
FIRST EVER HACK DAY

22. PERSONAL DEMOCRACY FORUM
GOOGLE FELLOWSHIP

23. DIFFERENTLY
SERVICE DESIGNERS
do things

24. Prototype
1

28. 2
Human centered

29. day, 15 August 2012
Wednesday, 15 August 2012

30. CoCreate
3

32. DEEP INSIGHTS ABOUT
PEOPLE’S TRUE NEEDS AND
WANTS - FROM THE
SOURCE

33. AN EFFICIENT WAY TO GET
SOLUTIONS THAT
REALLY WORK

34. A CATALYST FOR
ORGANISATIONAL
CHANGE

35. IF IT’S SO GREAT...
WHY ISN’T EVERYONE
DOING IT?

36. THE INTERNAL REALITY

37. NOT INVENTED HERE

38. FRINGE OF THE FRINGE

39. THE ILLUSION OF
SOMETHING FOR
NOTHING

40. PROJECTS
SNOOK

41. SNOOK
CUSTOMER EXPERIENCE
AND SERVICE DESIGN

42. SNOOK
CUSTOMER EXPERIENCE
AND SERVICE DESIGN

43. STIRLING MAKES
EMBED DESIGN
CREATING A CULTURE
OF INNOVATION

52. Post-16 Education: Improving the learner journey
117

53. VENTURES
SNOOK

57. LESSONS
LEARNED

58. COLLABORATION
STARTS WITH GOOD
CONVERSATION

59. COLLABORATION ONLY
HAPPENS BETWEEN
EQUALS

60. BUILD EMPATHY
NOT EGOS

61. IMAGINE IF...

62. PUBLIC SERVICES WERE...
OPEN
CO-DESIGNED
CO-OWNED
PERSONALISED

63. CONDITIONS
FOR
COLLABORATION

65. DESIGN IS INTEGRAL
TO THE DNA OF EACH
AND EVERY PUBLIC
SERVICE.

66. THE FUTURE YOU...

67. SNOOK
FOMENTING
A REVOLUTION
IN SCOTLAND

68. COACHING
TRAINING
BESPOKE PROJECTS

69. LAUREN@WEARESNOOK.COM
SNOOK
for Mackay Hannah: Customer Experience in the Public Sector
WWW.WEARESNOOK.COM @WEARESNOOK

70. TIME TO STOP
TALKING AND
START DOING