A short overview of Service Design and online public services at the launch of the Online public service manifesto by Consumer Focus and Think Public

1. Designing
online public services
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

2. Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

3. First Things First
ventures and initiatives
projects and collaborations
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

4. Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

5. Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

6. Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

7. Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

8. Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

9. EMERGENT PRACTICE OF SERVICE
DESIGN
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

10. AN INTANGIBLE PRODUCT WE
EXPERIENCE IN TIME THROUGH
MULTIPLE TOUCHPOINTS AND
Sarah Drummond | Snook
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin
CHANNELS
Co founder + Director of Design

11. MOST COMPANIES
BELIEVE THAT THEY
PROVIDE A GOOD SERVICE
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

12. ONLY 8% OF THEIR
CUSTOMERS AGREE
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

13. SERVICES ACCOUNT FOR 75% OF THE
WESTERN ECONOMY BUT ARE RARELY
DESIGNED WITH THE SAME CARE AND
ATTENTION TO DETAIL AS PRODUCTS
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

14. dis
er c
iv
l
ov
de
er
lop
def
ve
ne
i
de
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

15. "You should put yourself In my position,
Put Yourself In tHe users PosItIon,
I tHInK tHat doesnt HaPPen enougH"
Isabella, 53,
Penge
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

16. COCREATION
PEOPLE
PROTOTYPING
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

17. THIS IS ALL
ABOUT PEOPLE
- do the friends and
family test
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

18. THINK IN JOURNEYS
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

19. Prototype
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

20. JOINING UP AND
SEEING THE BIG
PICTURE
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

21. "It would be wrong for public services to be 100%
online. What if you live in an area which doesnt
have good broadband access? Or what if English
isnt your first language?"
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

22. Visualise and
tell stories
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

23. BRINGING
IDEAS TO
LIFE
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

24. cocreate
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

25. "the majority of the attention has
focused on the mechanics of shifting
public services online, working out
how to drive more traffic to them"
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

26. Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

27. Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

28. Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

29. It requires public services
to build the capacity to innovate.
- be more agile
- work with designers and developers
- allow time to investigate
- change mindsets/new cultures
- embed design into your dna
- embed cocreation into the org
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

30. you are a felt tip fairy
it is hard being a designer in a
public body!!!
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

31. Procurement vs Problem Solving
Buying solutions off the shelf?
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

32. Changing
the DNA
SD&I (service design &
innovation) team created
*mindset
*behaviour
*culture
*systems
*practice
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

33. Balancing - delivery
'My World of Work'
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

34. "does this mean i will be
made redundant?"
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

35. Balancing - embedding
'This is service design'
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

36. Breaking
barriers
Getting out there, doing
small projects
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

37. The Barriers
It's all a bit fuzzy
"Most managers are trying to design
variance out of the system and cannot handle
a process which starts off not knowing
where it will eventually get"
Roger Martin, The Design of Business
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

38. embedding design
design is one piece of the puzzle
work in projects and work across sectors
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

39. "We Want onlIne PublIC
servICes tHat are easY to
understand and use"
this should be a bottom line.
what would you want someone to say after using your service?
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

40. what's the vision?
what new ways of seeing and being could
we consider in the use and delivery of
public services?
coproduction?
community work?
mutuality?
it may be difficult to imagine but design can help
bring form to ideas and imagination.
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin

41. wearesnook.com
@wearesnook
Sarah Drummond
Director of Design
sarah@wearesnook.com
@rufflemuffin
Sarah Drummond | Snook
Co founder + Director of Design
wearesnook.com
sarah[at]wearesnook.com
@rufflemuffin