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designing a new future SNOOK for Mackay Hannah: Custer Experience in the Public Sector LAUREN CURRIE

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Presentation for Mackay Hannah: 10 steps towards customer service excellence in the public sector. 17th March 2014

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Page 1: Why Service Design is the most important design discipline you've never heard of

designing a new future

SNOOK

for Mackay Hannah: Cust�er Experience in the Public Sector

LAUREN CURRIE

Page 2: Why Service Design is the most important design discipline you've never heard of

@redjotter

Page 3: Why Service Design is the most important design discipline you've never heard of

SNOOK

Page 4: Why Service Design is the most important design discipline you've never heard of

WE MAKE PUBLIC SERVICES

BETTER BY DESIGN

SNOOK

WE MAKE PUBLIC SERVICES

BETTER BY DESIGN

SNOOK

Page 5: Why Service Design is the most important design discipline you've never heard of

WE DO THISBY DESIGNING AND

SCALING HUMAN CENTERED

SERVICES

SNOOKSNOOK

Page 6: Why Service Design is the most important design discipline you've never heard of

WHY SERVICE DESIGN IS THE MOST IMPORTANT

DESIGN DISCIPLINE YOU’VE NEVER HEARD OF

SNOOK

Page 7: Why Service Design is the most important design discipline you've never heard of

AGE OF THE CUSTOMER

Page 8: Why Service Design is the most important design discipline you've never heard of

& PRINCIPLESOUR BELIEFS

Page 9: Why Service Design is the most important design discipline you've never heard of
Page 10: Why Service Design is the most important design discipline you've never heard of
Page 11: Why Service Design is the most important design discipline you've never heard of

OPERATEHOW WE

Page 12: Why Service Design is the most important design discipline you've never heard of

SNOOKSTERS

SNOOKENSEMBLE

SNOOKBOARD

SNOOKSNOOK CORE TEAM

SNOOKCUSTOMER EXPERIENCE

AND SERVICE DESIGN

SNOOKLABSNOOKLAB

DIGITAL INNOVATION

EMBEDSNOOKCREATING A CULTURE

OF INNOVATION

Page 13: Why Service Design is the most important design discipline you've never heard of

THE SNOOK TEAM

Page 14: Why Service Design is the most important design discipline you've never heard of

DISC

OV

ER

DEVELOP

DEL

IVER

REFLECT

DEFINEESTABLISH

• Snook •

process

Page 15: Why Service Design is the most important design discipline you've never heard of
Page 16: Why Service Design is the most important design discipline you've never heard of
Page 17: Why Service Design is the most important design discipline you've never heard of
Page 18: Why Service Design is the most important design discipline you've never heard of

AN IMPACT

SNOOK

makes

Page 19: Why Service Design is the most important design discipline you've never heard of
Page 20: Why Service Design is the most important design discipline you've never heard of

SCOTTISHPARLIAMENT

The festival of Politics

DEBATE CHAMBER, HOLYROOD

Page 21: Why Service Design is the most important design discipline you've never heard of

SCOTTISHGOVERNMENT

Learner Journey Data Jam

FIRST EVER HACK DAY

Page 22: Why Service Design is the most important design discipline you've never heard of

PERSONAL DEMOCRACY FORUM GOOGLE FELLOWSHIP

Page 23: Why Service Design is the most important design discipline you've never heard of

DIFFERENTLY

SERVICE DESIGNERS

do things

Page 24: Why Service Design is the most important design discipline you've never heard of

Prototype1

Page 25: Why Service Design is the most important design discipline you've never heard of
Page 26: Why Service Design is the most important design discipline you've never heard of
Page 27: Why Service Design is the most important design discipline you've never heard of
Page 28: Why Service Design is the most important design discipline you've never heard of
Page 29: Why Service Design is the most important design discipline you've never heard of
Page 30: Why Service Design is the most important design discipline you've never heard of

2Human centered

Page 31: Why Service Design is the most important design discipline you've never heard of

Wednesday, 15 August 2012

Wednesday, 15 August 2012

Page 32: Why Service Design is the most important design discipline you've never heard of

CoCreate

3

Page 33: Why Service Design is the most important design discipline you've never heard of
Page 34: Why Service Design is the most important design discipline you've never heard of

PROJECTSSNOOK

Page 35: Why Service Design is the most important design discipline you've never heard of

SNOOKCUSTOMER EXPERIENCE

AND SERVICE DESIGN

Page 36: Why Service Design is the most important design discipline you've never heard of

SNOOKCUSTOMER EXPERIENCE

AND SERVICE DESIGN

Page 37: Why Service Design is the most important design discipline you've never heard of

STIRLING MAKES

EMBED DESIGNCREATING A CULTURE

OF INNOVATION

Page 38: Why Service Design is the most important design discipline you've never heard of

SNOOKCUSTOMER EXPERIENCE

AND SERVICE DESIGN

TOTALcraigroyston

Page 39: Why Service Design is the most important design discipline you've never heard of

SNOOKCUSTOMER EXPERIENCE

AND SERVICE DESIGN

TOTALcraigroyston

Page 40: Why Service Design is the most important design discipline you've never heard of
Page 41: Why Service Design is the most important design discipline you've never heard of
Page 42: Why Service Design is the most important design discipline you've never heard of
Page 43: Why Service Design is the most important design discipline you've never heard of
Page 44: Why Service Design is the most important design discipline you've never heard of
Page 45: Why Service Design is the most important design discipline you've never heard of
Page 46: Why Service Design is the most important design discipline you've never heard of
Page 47: Why Service Design is the most important design discipline you've never heard of

Post-16 Education: Improving the learner journey

117

Post-16 Education: Improving the learner journey

117

Page 48: Why Service Design is the most important design discipline you've never heard of

VENTURESSNOOK

Page 49: Why Service Design is the most important design discipline you've never heard of
Page 50: Why Service Design is the most important design discipline you've never heard of
Page 51: Why Service Design is the most important design discipline you've never heard of
Page 52: Why Service Design is the most important design discipline you've never heard of

TheYou should have asked us ages ago.

Page 53: Why Service Design is the most important design discipline you've never heard of

How it works

NewspaperYoung PeopleThe Problem

How can we

continue to inspire

people after the

commonweath

games have

gone?

x the Client

Page 54: Why Service Design is the most important design discipline you've never heard of
Page 55: Why Service Design is the most important design discipline you've never heard of
Page 56: Why Service Design is the most important design discipline you've never heard of
Page 57: Why Service Design is the most important design discipline you've never heard of

THE LABSNOOKLAB

DIGITAL INNOVATION

Page 58: Why Service Design is the most important design discipline you've never heard of

IMAGINE IF...

Page 59: Why Service Design is the most important design discipline you've never heard of

PUBLIC SERVICES WERE...

OPEN CO-DESIGNEDCO-OWNEDPERSONALISED

Page 60: Why Service Design is the most important design discipline you've never heard of

FOR EVERY £1 SPENT ON DESIGN, YOU GAIN OVER

£4 NET OPERATING PROFIT, OVER £20 NET TURN OVER

AND OVER £5 EXPORTS

Page 61: Why Service Design is the most important design discipline you've never heard of

WHY SHOULD YOU CO-CREATE YOUR

CUSTOMER EXPERIENCE

SNOOK

Page 62: Why Service Design is the most important design discipline you've never heard of

DEEP INSIGHTS ABOUT PEOPLE’S TRUE NEEDS AND

WANTS - FROM THE SOURCE

Page 63: Why Service Design is the most important design discipline you've never heard of

AN EFFICIENT WAY TO GET SOLUTIONS THAT

REALLY WORK

Page 64: Why Service Design is the most important design discipline you've never heard of

A CATALYST FORORGANISATIONAL

CHANGE

Page 65: Why Service Design is the most important design discipline you've never heard of

DESIGN IS INTEGRAL TO THE DNA OF EACH

AND EVERY PUBLIC SERVICE.

Page 66: Why Service Design is the most important design discipline you've never heard of

SNOOK

FOMENTINGA REVOLUTIONIN SCOTLAND

Page 67: Why Service Design is the most important design discipline you've never heard of

COACHINGTRAINING

BESPOKE PROJECTS

Page 68: Why Service Design is the most important design discipline you've never heard of

[email protected]

SNOOK

for Mackay Hannah: Cust�er Experience in the Public Sector

WWW.WEARESNOOK.COM @WEARESNOOK


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