This presentation was created by Hanna Markgren who interned at Snook for several months in 2013. It shares her learnings and insights from her time with Snook.

1. Hanna’s Snook experience

2. This summer I have worked
on a great variety of
projects. For EXAMPLE...

3. ... exploring the connections between young people, mental
health and digital media,

4. Text
... EMBEDDING DESIGN INTO A COMMUNITY COUNCIL

5. ... & developing an e-learning platform for promoting
diversity & Equality in corporations.
Setting the scene: Hannah, a
valuable member of your team,
comes to you and asks if she can
switch to a reduced workweek.
She’s worked well with your team,
and particularly with clients for the
past 4 years. She’s made it clear in
past conversations she’d like to be
put forward for the Partnership next
year.
INCLUSIQ E-SCENARIO
Mission: Flexible Working
NEXT
HANNAH

6. I have also had the
pleasure of taking part in
the ongoing process of
shaping Snook’s future.

7. shaping Snook’s future.
my two cents:
When I Think of snook i
think of these words...

8. shaping Snook’s future. SNOOK WORDS...shaping Snook’s future. SNOOK WORDS...
Passion
Innovation
SHARING
People
SOCIAL
energy
heart
LIFE
Creativity
progressive
TRansformation
TEAM
INtelligence
Cutting edge
INTENSE Experimental
us
fierce
strategy

9. shaping Snook’s future. SNOOK WORDS...shaping Snook’s future. SNOOK WORDS...
Passion
Innovation
SHARING
People
SOCIALenergy
heart
LIFE
Creativity
progressive
TRansformation
TEAM
INtelligence
Cutting edge
INTENSE
Experimental
us
fierce
strategy

10. shaping Snook’s future. SNOOK WORDS...shaping Snook’s future. SNOOK WORDS...
Passion
SOCIAL
TRansformation

11. my two cents:
About the
snook Pillars...

12. Snook lab
Where we innovate new
services
Snook SERVICE
TRANSFORMATION
Where we transform your
existing sevices
EMBED SNOOK
Where we embed design
and innovation into your
organisation
SNOOK
we are the how.
shaping Snook’s future. SNOOK pillars...

13. my two cents:
About the Tone of voice.
I like the idea of adapting the tone to different situations, one very simple and
snappy, and one in “Corporate language”.

14. I have gained
knowledge
in many areas,
including:

15. Designing Workshop experiences...

16. Designing Workshop experiences...
... & tailoring them to different participant groups.

17. Creating workshop tools...
... like this “Heaven & Hell” Service map.
AWARE
How would you find out about this service?
JOIN
How would you sign-up to the service?
USE
How would you use the service?
GROW
How could the service grow with more users and/or functions?

18. Creating workshop tools...
... & this tool for planning and implementing participants ideas

19. Service development & Blueprinting,
X9process
repeated 9
times
X9process
repeated 9
times
INCLUSIQ
IN - HOUSE
CHAMPIONS
OPERATORS
either HR or IT
KEY
TOUCHPOINTS
AWARE
HOW THE PLATFORM IS SOLD
INTO ORGANISATIONS.
JOIN
HOW ORGANISATIONS SIGN UP
AND IMPLEMENT THE PLATFORM.
USE
HOW ORGANISATIONS USE THE
PLATFORM.
GROW
HOW ORGANISATIONS USE THE
PLATFORM TO DEVELOP THEIR
CAPACITY
FURTHER
RECOMMENDATIONS
HOW ORGANISATIONS
CONTINUE TO USE THE
PLATFORM
MARKETING
KEYNOTES AND
PRESENTATION
RESEARCH
(SECTORAL)
AND APPROACH
WEBSITE
REQUEST FOR
INFORMATION
UNDERSTAND
CLIENT NEEDS
PHONE CLIENT
‘NETWORK’
MAKE
CONNECTIONS
BETWEEN
SECTORS
UNDERSTAND
SECTOR TO A
BASIC LEVEL
E.MAIL PDF -
INCLUSIQ INFO
PACK
FIRST
PROPOSAL
MODULE LIST
PROPOSAL
FROM
INCLUSIQ
TEMPLATES
PLATFORM
SETUP
WITH
COMPANY
CHOOSE
IN-HOUSE
CHAMPIONS
DEFINE
MODULES
SIGN OFF
CONTRACT
INVOICE
TERMS &
CONDITIONS
SETUP
COMPANY AND
INPUT
MODULES
SET UP
HR- &/OR IT
PROFESSIONALS
SCHEDULING &
USER
ENROLLMENT
WITH
COMPANY
SET UP KEY
DATES
INPUT
DATES TO
PLATFORM
TRAINING
WITH
COMPANY
TRAINING
WORKSHOP
WITH
INTERNAL
CHAMPIONS
TRAINING
ABOUT
OPERATOR
PLATFORM
ADD USERS
USERS SIGN
UP TO
MASTER-
CLASS
MASTERCLASSPROGRAMME
LAUNCH
PROGRAMME
INVITE
PRETEST
INVITE
360 INVITE
RECEIVE
INVITE FOR
PROGRAMME
RECEIVE
PRE-TEST
RECEIVE 360
PRE-TESTS
STRATEGIC
PEER
PARTNERSHIP
ORGANIZE
STRATEGIC
PEER
PARTNERSHIP
E-MODULE
USERS GO
THROUGH
E-MODULE
SESSION
USERS GET
FEEDBACK
ON SESSION
INDIVIDUAL
PERFORMANCE
FEEDBACK
USERS
RECIEVE
REMINDER
OF
E-MODULE
USERS
RECIEVE
INVITATION
TO MASTER
- CLASSES
USERS
ATTEND
MASTER-
CLASS
OPERATORS SEE
DATA
OVERVIEW
OPERATORS
SEND OUT 360
FEEDBACK
OPERATORS
COMPILE
FEEDBACK PDF
CHAMPIONS
“NUDGE” USERS
ABOUT
E-MODULE
CHAMPIONS
“NUDGE” USERS
ABOUT
MASTERCLASS
OPERATORS
SEND OUT
INVITATION TO
E.MODULE
PROGRAMME
REFLECTION
USERS TAKE
POST
EVALUATION
TEST
FEEDBACK
USERS SENT
FEEDBACK ON
THEIR OVERALL
PROGRESS
USERS GIVE 360
FEEDBACK TO
THEIR
COLLEAGUES
USERS RECEIVE
360 FEEDBACK
FROM THEIR
COLLEAGUES
CHAMPIONS
ACCESS TO
DIGITAL
PROGRAMME
BADGE TO
SHARE
ONLINE AND
CERTIFICATE
SHARE
USERS CAN
SHARE THEIR
E-MODULE
PROGRESS ON
SOCIAL
NETWORKS
CHAMPIONS
SENT DIGITAL
BADGE AND
CERTIFICATE OF
COMPLETION
CHAMPIONS
RECEIVE INVITE
TO FREE EVENT
POST-
PROGRAMME
EVENT
CHAMPIONS
SENT INVITE TO
FREE EVENT
USERS
SENT INVITE TO
FREE EVENT
SHOWCASING
NEW INCLUSIQ
MODULES
HIGHLIGHT
BEST PRACTICE
PACKAGE
OFFER
CHAMPIONS
SENT NEW
MODULE
PACKAGE
CHAMPIONS
ATTEND FREE
SEMINAR
CHAMPIONS
ACCEPT NEW
PACKAGES
MASTERCLASS
WEBSITE SOCIAL MEDIA STARTEGIC PEER
PARNTERSHIP
OPERATOR
PLATFORM
CHANGE
EVALUATION TEST
E-MODULE MASTERCLASS FEEDBACK
PROGRAMME
PARTICIPANTS
INCLUSIQ
RUN
MASTERCLASS
EMPATHICAL
FEEDBACK
ON SESSION
LECTURES,
E-MODULE
TOPIC
DISCUSSIONS
E-MODULE
TOPIC
DISCUSSIONS
ON
E-MODULE
FEEDBACK
FEEDBACK
OPERATORS
SEND OUT
INVITATION TO
AVAILABLE
MASTER-
CLASSES
OPERATORS
SEND OUT POST
EVALUATION
TEST
WWW
360°
360°
WWW MASTERCLASS
MASTERCLASS

20. Illustration,

21. & Award design!

22. This INTERNSHIP HAS MEANT
MANY INSIGHTS,
Meaning thoughts I’ve had,
And ideas I’ve discussed
Along the way,
For example:

23. “If you think this is
an easyjob
your not the right
person to do it”

24. ... Because sensitivity
is a strength!

25. Managing expectations
is the key to good
partnerships.
...And it will always
Be HArd work.

26. design strategy
is fun!
(when it’s real)

27. Innovation doesn’t
need to be radical
to be right.

28. Service designers need
to be advocates of the
human experience.
THis means realising
that not everything
can, or should, be
quantified or ”snippified”.

29. & FINALLY,
LIKE MY MOTHER USED
TO SAY...

30. CONFIDENCE
IS NOT A
PERSONALITY TRAIT.

31. Confidenceis like a cup with a small hole
in the bottom
...You have to keep filling it up

32. This Summer AT SNOOK
Has Given ME A boost in
my proffessional
cONFIDENCE

33. In fact, it has helped
me go from saying
“I study Service Design”
to...

34. I AM
A
Service Designer.

35. thank you!