hanna's snook experience
DESCRIPTION
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.TRANSCRIPT
Hanna’s Snook experience
This summer I have worked on a great variety of projects. For EXAMPLE...
... exploring the connections between young people, mental health and digital media,
Text
... EMBEDDING DESIGN INTO A COMMUNITY COUNCIL
... & 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-SCENARIOMission: Flexible Working
NEXT
HANNAH
I have also had the pleasure of taking part in
the ongoing process of shaping Snook’s future.
shaping Snook’s future.
my two cents: When I Think of snook i think of these words...
shaping Snook’s future. SNOOK WORDS...shaping Snook’s future. SNOOK WORDS...
Passion
Innovation
SHARING
People
SOCIAL
energyheart
LIFE
Creativity
progressive
TRansformation
TEAMINtelligence
Cutting edge
INTENSE Experimental
us
fierce
strategy
shaping Snook’s future. SNOOK WORDS...shaping Snook’s future. SNOOK WORDS...
Passion
Innovation
SHARING
People
SOCIALenergy
heartLIFE
Creativity
progressive
TRansformation
TEAM
INtelligence
Cutting edge
INTENSE
Experimental
us
fierce
strategy
shaping Snook’s future. SNOOK WORDS...shaping Snook’s future. SNOOK WORDS...
Passion
SOCIAL
TRansformation
my two cents: About the
snook Pillars...
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...
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”.
I have gained knowledge
in many areas, including:
Designing Workshop experiences...
Designing Workshop experiences...
... & tailoring them to different participant groups.
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?
Creating workshop tools...
... & this tool for planning and implementing participants ideas
Service development & Blueprinting,
X9process
repeated 9 times
X9process repeated 9 times
INCLUSIQ
IN - HOUSE CHAMPIONS
OPERATORSeither HR or IT
KEY TOUCHPOINTS
AWAREHOW THE PLATFORM IS SOLD INTO ORGANISATIONS.
JOINHOW ORGANISATIONS SIGN UP AND IMPLEMENT THE PLATFORM.
USEHOW ORGANISATIONS USE THE PLATFORM.
GROWHOW ORGANISATIONS USE THE PLATFORM TO DEVELOP THEIR CAPACITY
FURTHER RECOMMENDATIONSHOW 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 SETUPWITH
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
ENROLLMENTWITH
COMPANY
SET UP KEY DATES
INPUT DATES TO
PLATFORM
TRAININGWITH
COMPANY
TRAINING WORKSHOP
WITH INTERNAL
CHAMPIONS
TRAINING ABOUT
OPERATOR PLATFORM
ADD USERS
USERS SIGN UP TO
MASTER-CLASS
MASTERCLASSPROGRAMME LAUNCH
PROGRAMMEINVITE
PRETESTINVITE
360 INVITE
RECEIVE INVITE FOR
PROGRAMME
RECEIVE PRE-TEST
RECEIVE 360 PRE-TESTS
STRATEGIC PEER
PARTNERSHIP
ORGANIZESTRATEGIC
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
PROGRAMMEREFLECTION
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
USERSSENT 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
RUNMASTERCLASS
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
Illustration,
& Award design!
This INTERNSHIP HAS MEANT MANY INSIGHTS,
Meaning thoughts I’ve had, And ideas I’ve discussed
Along the way,For example:
“If you think this is an easyjob
your not the right person to do it”
... Because sensitivity is a strength!
Managing expectations is the key to good
partnerships. ...And it will always
Be HArd work.
design strategy is fun!
(when it’s real)
Innovation doesn’t need to be radical
to be right.
Service designers need to be advocates of the
human experience. THis means realising that not everything
can, or should, be quantified or ”snippified”.
& FINALLY,LIKE MY MOTHER USED
TO SAY...
CONFIDENCE IS NOT A
PERSONALITY TRAIT.
Confidenceis like a cup with a small hole
in the bottom
...You have to keep filling it up
This Summer AT SNOOKHas Given ME A boost in
my proffessional cONFIDENCE
In fact, it has helped me go from saying
“I study Service Design” to...
I AMA
Service Designer.
thank you!