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designing the future of
public services
SNOOK
CIPD Police Forum 16th April 2014
LAUREN CURRIE
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@redjotter
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SNOOK
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WE MAKE PUBLIC SERVICES
BETTER BY DESIGN
SNOOK
WE MAKE PUBLIC SERVICES
BETTER BY DESIGN
SNOOK
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WE DO THISBY DESIGNING AND
SCALING HUMAN CENTERED
SERVICES
SNOOKSNOOK
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WHY SERVICE DESIGN IS THE MOST IMPORTANT
DESIGN DISCIPLINE YOU’VE NEVER HEARD OF
SNOOK
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AGE OF THE CUSTOMER
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& PRINCIPLESOUR BELIEFS
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OPERATEHOW WE
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FOR EVERY £1 SPENT ON DESIGN, YOU GAIN OVER
£4 NET OPERATING PROFIT, OVER £20 NET TURN OVER
AND OVER £5 EXPORTS
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THE SNOOK TEAM
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DISC
OV
ER
DEVELOP
DEL
IVER
REFLECT
DEFINEESTABLISH
• Snook •
process
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AN IMPACT
SNOOK
makes
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SCOTTISHPARLIAMENT
The festival of Politics
DEBATE CHAMBER, HOLYROOD
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SCOTTISHGOVERNMENT
Learner Journey Data Jam
FIRST EVER HACK DAY
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PERSONAL DEMOCRACY FORUM GOOGLE FELLOWSHIP
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DIFFERENTLY
SERVICE DESIGNERS
do things
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Prototype1
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2Human centered
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Wednesday, 15 August 2012
Wednesday, 15 August 2012
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CoCreate
3
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DEEP INSIGHTS ABOUT PEOPLE’S TRUE NEEDS AND
WANTS - FROM THE SOURCE
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AN EFFICIENT WAY TO GET SOLUTIONS THAT
REALLY WORK
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A CATALYST FORORGANISATIONAL
CHANGE
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IF IT’S SO GREAT...WHY ISN’T EVERYONE
DOING IT?
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THE INTERNAL REALITY
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NOT INVENTED HERE
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FRINGE OF THE FRINGE
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THE ILLUSION OF SOMETHING FOR
NOTHING
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PROJECTSSNOOK
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SNOOKCUSTOMER EXPERIENCE
AND SERVICE DESIGN
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SNOOKCUSTOMER EXPERIENCE
AND SERVICE DESIGN
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STIRLING MAKES
EMBED DESIGNCREATING A CULTURE
OF INNOVATION
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Post-16 Education: Improving the learner journey
117
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VENTURESSNOOK
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LESSONSLEARNED
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COLLABORATION STARTS WITH GOOD
CONVERSATION
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COLLABORATION ONLYHAPPENS BETWEEN
EQUALS
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BUILD EMPATHY NOT EGOS
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IMAGINE IF...
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PUBLIC SERVICES WERE...
OPEN CO-DESIGNEDCO-OWNEDPERSONALISED
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CONDITIONS FOR
COLLABORATION
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DESIGN IS INTEGRAL TO THE DNA OF EACH
AND EVERY PUBLIC SERVICE.
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THE FUTURE YOU...
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SNOOK
FOMENTINGA REVOLUTIONIN SCOTLAND
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COACHINGTRAINING
BESPOKE PROJECTS
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SNOOK
for Mackay Hannah: Cust�er Experience in the Public Sector
WWW.WEARESNOOK.COM @WEARESNOOK
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TIME TO STOP TALKING AND START DOING