snook overview

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Page 1: Snook Overview
Page 2: Snook Overview

W E D E S I G N G R E A T C U S T O M E R E X P E R I E N C E S

WE SPECIALISE IN SERVICE DESIGN WHICH ENCOMPASSES

Page 3: Snook Overview

Y O U R B R A N D =

Y O U R S E R V I C EEVERY TOUCHPOINT YOUR CUSTOMER INTERACTS WITH IS YOUR BRAND.

IT IS MORE THAN JUST A LOGO.

THIS INCLUDES HOW YOUR ORGANISATION DELIVERS YOUR OFFER.

Page 4: Snook Overview

H O W W E W O R K

WE CAN DEVELOP A PROJECT WITH YOU

YOU CAN PROVIDE US A BRIEF TO DELIVER

WE CAN PROVIDE YOUR STAFF WITH TRAINING ON HOW TO DO THIS

WE CAN DEVELOP A PROPOSAL TOGETHER AS A COLLABORATION

WE CAN RUN A TRAINING PROGRAMME FOCUSING ON AN INTERNAL PROJECT

WE CAN UNDERTAKE SHORT CONSULTANCY WITH YOU

Page 5: Snook Overview
Page 6: Snook Overview

W E E X P L O R E B O T H B U S I N E S S P R O C E S S E S A N D H O W T H I S

A L I G N S W I T H W H A T P E O P L E E X P E R I E N C E

Page 7: Snook Overview

W E C O - C R E A T E V A L U E F O R Y O U R C U S T O M E R S A N D

B U S I N E S S N E E D S

WE WORK WITH YOUR CUSTOMERS, EMPLOYEES AND KEY PARTNERS, INVOLVING THEM IN THE DESIGN PROCESS TO SHARE KNOWLEDGE

AND INSIGHT ON WHAT WORKS AND WHAT DOESN’T

Page 8: Snook Overview

W E H A V E B R E A D T H O F S K I L L S A N D E X P E R I E N C E

GRAPHIC DESIGN

BRAND STRATEGY

SOCIAL MARKETING CAMPAIGNS

WEB DESIGN AND DEVELOPMENT

USER TESTING

USER EXPERIENCE

USER RESEARCH

STRATEGY

SERVICE DESIGN

EXPERIENCE TESTING

Page 9: Snook Overview

H O W W E T H I N K A B O U T C U S T O M E R

E X P E R I E N C E

Research and understand how

people experience your service

END TO END EXPERIENCE

CUSTOMER CENTRED

Map end-to-end journeys and

ensure customers can easi ly transact

with you

Ensure touch points across al l channels l ink for the customer and

are eff ic iently del ivered

JOINED UP CHANNELS

Page 10: Snook Overview

Y O U R C U L T U R E M A T T E R S

We discover what works and what doesn’t from

your staff , ut i l is ing their knowledge for the optimum customer journey and value

proposit ion

INNOVATIVE CULTURES

UTILISING STAFF KNOWLEDGE

We provide opportunity and frameworks for your

staff to get more involved in your

business, innovation and service

improvement

We don’t design in isolat ion. We take you every step of the way

with us. The knowledge we produce during our work is yours to take

forward into implementation

CO-DESIGN WITH YOUR

ORGANISATION

Page 11: Snook Overview

T Y P I C A L B E N E F I T S O U R C L I E N T S A C H I E V E

REDUCED CUSTOMER

COMPLAINTS

INCREASED TURNOVER FROM NEW, RETAINED AND HAPPIER CUSTOMERS

INCREASED CUSTOMER

SATISFACTION

MORE EFFICIENCY RESULTING IN REDUCTION OF

SERVICE DELIVERY COSTS

Page 12: Snook Overview

O U R P R O C E S SDOUBLE DIAMOND DESIGN COUNCIL

2007

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IDENTIFYING CUSTOMER GAINS

AND PAINS

CUSTOMER JOURNEY MAPPING

CUSTOMER RESEARCH

We map customer processes and

experiences as journeys from their perspect ive

and how this is del ivered behind the

scenes as an end-to-end visual plan

With this knowledge and completed journey

maps, we can outl ine where there are

ineff ic ient processes, customer pain points and areas for ei ther

incremental improvement or radical

innovation

Our researchers and designers study

customer behaviour in context, data patterns

and undertake interviews to outl ine

user needs and insights

Page 14: Snook Overview

NEW BUSINESS OPPORTUNITIES

AND BRIEFS

BRAND AND SERVICE

PRINCIPLES

CUSTOMER PROFILING AND

INSIGHT

We outl ine the brand principles that meet

your customer needs, ensuring every

touchpoint is consistent in your marketing and

across your service touch points

We highl ight where there are areas to

develop your business and customer offers, turning these into a

series of recommendations and

project ini t iat ion documents

We develop customer insights and profi les

from data and quali tat ive research

al lowing you to design offerings that meet their

needs

Page 15: Snook Overview

PROTOTYPE AND USER TESTING

END TO END EXPERIENCE

DESIGN

SOLUTION DESIGN

We visual ly map end-to-end re-designed

customer experiences, outl ining key stages of

the revised journey from interact ions with a new

app to reworked processes for how you

del iver you service

We create prototypes to run control led tests and

evaluate what works, what doesn’t and repeat unti l we’ve got the new

offering r ight. This stretches from basic

wireframes of a new app to ful l interact ive

experiences across t ime

We develop the recommendations into f leshed out ideas on how to improve your

offer to customers from incremental changes to

radical innovation of your products and

services

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FUTURE STRATEGY

IMPLEMENTATION SUPPORT

SERVICE BLUEPRINT

We support the training of staff and integration

of new brand and service principles across your organisat ion with manuals, s l ide decks

and strategy documents

We can support you to outl ine the future

development schedules of your service and how to develop an ongoing development cycle for

your service

We develop blueprints to document in detai l how your offer works

front and backstage for your customer. This

includes the ful l end-to-end customer

experience and how you operationally del iver

this

Page 17: Snook Overview

W E C A N B U I L D A N D L A U N C H O U R D E S I G N S

We find out how customers want to use your idea

and develop ideas in response

We use quick and cheap

prototyping methods

We start from idea to wireframe through to digital

We build i terat ively with

you to create the product you need

We test your product with your

marketplace

We identi fy your users with real

t ime insights and direct data access

We can work with you to launch your product

We can partner with you to develop the

product over t ime in response to how it is used

D I G I T A L A N D B R A N D

Page 18: Snook Overview

O U R A W A R D SNCTJ UK Multimedia Award for Dearest Scotland (2014)

Winner of the Mozilla + Technology Strategy Board IC Education award (2013)

Awarded Google Fellowship (2011)

Winner of Young Scot’s Enterprise Award (2011)

Winner of Design Council and Nominet Trust UK Working Well Challenge

Winner of Scotland’s first Social Innovation Camp (2009)

Finalist in the Lighthouse Design Impact Award (2014)

Page 19: Snook Overview

O U R P R E S S

Page 20: Snook Overview

M o r e p r o j e c t s o n

w e a r e s n o o k . c o m

Contact us:

[email protected]

+44 141 258 7644