Who are Snook
Snook are an award winning Service Design agency based in Glasgow who
specialise in designing exceptional customer experience and brands. Our
services include designing innovative brands and customer experiences, building
digital products from websites to apps and full blended social marketing
campaigns utilising a range of social media platforms.
We have a distinct focus on social good and innovation in the public domain.
We’ve worked across the world in Australia, America, Africa, Europe and are
often sought after to showcase and talk about our design process and innovative
projects.
Our process is underpinned by closely co-creating solutions and concepts with
the people who will use them. We lay a strong emphasis on ethnographic
research to understand user behaviour and the context in which we are designing
for.
A core principle of Snook is to prototype and our processes include an ongoing
testing period of the products we design to ensure the final solution delivered is
functional and will work for the people who use it. We’ve taken this iterative
approach and integrated it into how we design and deliver our campaigns and
have a trained team who respond to ongoing popular stories and media to
influence our campaign and brand messages.
We’re best known for our projects, and we take pride in pushing boundaries in
what is possible. We both consult for our clients and build our own ventures
where we see a need to address a wicked problem or social issue.
We’ve built digital products and services like MyPolice, the UK’s first online
feedback platform for the police to create new dialogue around service
improvement, a world first for the criminal justice sector. Featured in the BBC,
this product had an impact on how the police communicate with the public online,
influencing the National Policing Improvement Agency’s social media policy and
touring UK police forces to share the platform.
We developed our own service, The Matter in collaboration with the UK Design
Council to tackle youth unemployment for 16-25 year olds. The Matter is a
programme that teaches young people how to research, design and publish their
own newspaper in response to a question set by a corporate partner. We’ve so
far released 6 issues that tackle the planning process and young people’s voices,
the learner journey, sexual health and well being and related to this project, codesigning what an alcohol awareness campaign should look like in Greater
Glasgow and Clyde.
We developed CycleHack, a global hack event that brings together people from
multiple disciplines to discuss and explore barriers to cycling and prototype
solutions over an intense weekend to present them back to local authorities and
the public. We built an online open source catalogue so all the CycleHacks can
be viewed online across the globe. Since 2014 we created a successful
kickstarter campaign and we have had 35 cities sign up for next year from
Vancouver, Mexico City, Sydney, Cape Town, Bangalore and cities in Europe
and UK. The initiative has been featured on BBC Worldwide to an audience of
360 million and one of our hacks, Penny in Your Pants, a life hack for woman
cycling on bikes has had over 3.2 million hits online and was featured in
Cosmopolitan, Slate, 9 Gag, The Telegraph, STV and The Huffington Post.
We recently completed work with Future Cities Glasgow, Open Glasgow and
Glasgow City Council, designing future city services and a fully integrated service
proposition for the council that brings services into the hands of the public
digitally.
https://www.youtube.com/watch?v=5n0wX3_QLrc
We care about what we do, and our team is hired on the capacity that they want
to make change in the world.
Short Snook Copy
Snook are an award winning Service Design agency who specialise in customer
experience & service design. We design innovative brands, building digital
products & full blended social marketing campaigns.
Our process is underpinned by co-creating solutions & concepts with the public.
We lay a strong emphasis on ethnographic research to understand user
behaviour & the context in which we are designing for.
Snook take pride in pushing boundaries in what is possible where we see a need
to address a wicked problem or a social issue from client collaborations to our
own startup ventures.
We care about what we do & our team is hired on the capacity that they want to
make change in the world.
PRESENTATION, 5th November 2014
Sarah Drummond of Snook will discuss co-designing services, products and
social enterprises with communities. She will talk through projects from engaging
the public to crowd source letters to the future of Scotland to developing a social
enterprise to increase intergenerational activity in an area in Glasgow that has a
high crime rate.
Sarah will focus on how design can be utilised by the public and the role of
designers moving towards the design of eco systems, closed feedback loops and
platform design that opens up the design process for the public to build with our
institutions.
SARAH DRUMMOND
Sarah is the co-founder and managing director at Snook. Sarah focuses on making
social change happen by re-thinking public services from a human perspective. With
a Masters of Design Innovation from Glasgow School of Art, Sarah is a social
entrepreneur, working on how the value of design on the inside and outside of
government and defining a meaningful role for designers within the public sector.
Her work challenges the role design can play within the public sector, and as the
winner of the first Scottish Social Innovation Camp, Sarah is ambitiously challenging
the way governments operate and make policies through initiatives such as MyPolice.
As a fellow of Google, Sarah has a flair for using technology as an enabler and thrives
leading processes of change, putting design at the heart of organisations and
complex systems.
In collaboration with Young Scot and an initiative of Snook, Sarah set up The Matter,
a programme for young people that teaches them how to research, design and
publish their own newspaper in response to a question set by an authority or
organisation. Issues to date include Edinburgh Council’s ‘How can young people’s
voices be heard in Forth Valley Partnership’ to later editions which include NHS
Greater Glasgow and Clyde’s paper on Sexual Health and relationship perceptions in
Glasgow amongst young people to attitudes towards Alcohol and safety in the city.
Prior to being the Director of Snook, as part of a Glasgow School of Art collaboration,
Sarah won £20,000 for a community in Glasgow by giving local people the tools and
confidence to build their own social enterprise. She also spent a year working inside
Skills Development Scotland alongside their Service Design and Innovation
Directorate to research how design could be embedded within the organisation.
Sarah’s service design expertise and public sector innovation knowledge has recently
taken her to keynote in Taiwan, Australia and America and given her the opportunity
to work for Edinburgh Council, Glasgow future Cities, Stirling Council, NHS24, Scottish
Government, Skills Development Scotland, NHS Education Scotland, British Council,
Architecture and Design Scotland and STV.
She’s currently working on Cyclehack a global movement to make the world more
sustainable by reducing the barriers to cycling and Dearest Scotland an apolitical
initiative asking citizens to write a letter to the future of Scotland which will culminate
in a published book in 2014/15 and exhibition inside Scottish Government.
SNOOK
We are Snook
http://wearesnook.com
@wearesnook
BOOKS
Open Design Now
http://opendesignnow.org/
Editors
Bas van Abel
Roel Klaassen
Lucas Evers
Peter Troxler
Co-Design (Stanley Kind)
http://www.amazon.com/Co-Design-A-Process-DesignParticipation/dp/0442233337
The Big Disconnect
WHY THE INTERNET HASN'T TRANSFORMED POLITICS (YET) (Sifry)
http://www.orbooks.com/catalog/big-disconnect/
Tools for Conviviality (Illich)
http://www.mom.arq.ufmg.br/mom/arq_interface/3a_aula/illich_tools_for_convi
viality.pdf
Ladder of Citizen Participation (Arnstein)
http://lithgow-schmidt.dk/sherry-arnstein/ladder-of-citizen-participation.html
PROJECTS DISCUSSED
Get Go Glasgow
Community Lovers Guide
http://www.communityloversguide.org/#!getgo-glasgow/c1alz
CycleHack
http://cyclehack.com
@cycle_hack
#cyclehack
Penny in Your Pants
http://pennyinyourpants.co.uk
@pennyinyopants
#pennyinyopants
Dearest Scotland
http://dearestscotland.com
@dearestscotland
#dearestscotland
MyPolice
http://mypolice.org
@mypolice
The Matter
http://thisisthematter.co.uk
@thisisthematter
Total Craigroyston
http://www.totalcraigroyston.co.uk/
Project 99
http://wegot99.com
@wegot99
GOVERNMENT 2.0 | CROWDSOURCING
Christie Commission
http://www.scotland.gov.uk/About/Review/publicservicescommission
Community Empowerment Bill
http://www.scotland.gov.uk/Topics/People/engage
Open Politics
http://openpolitics.org.uk/
Blueberry Soup - Crowdsourcing Iceland's Policy
http://www.wilmaswishes.com/
Bert Mulder – Design and Government
http://opendesignnow.org/index.php/article/design-and-government-bertmulder/
Service Design Principles for the Public Sector
issuu.com/wearesnook/docs/dma_article_v6
Beyond Consultancy – Mental health, young people and technology with
NHS GGC
http://wearesnook.com/snook/wpcontent/uploads/2014/09/DMI_movingbeyongtheconsultancymodel_draft1-11.docx
CO-DESIGNING WITH CUSTOMERS
Customise Jam Box
http://www.fastcodesign.com/1670604/jambox-gets-personal-with-customcolors-to-order
YOU CAN CUSTOMIZE COFFEE, GRANOLA, SUITS, AND SHOES—BUT
DOES IT MEAN YOU SHOULD?
http://www.fastcompany.com/3005416/you-can-customize-coffee-granolasuits-and-shoes-does-it-mean-you-should
Creating Custom Made Success
http://www.fastcompany.com/1778416/creating-custom-made-success
Nike Free iD
http://www.nike.com/gb/en_gb/c/nikeid
Toyota Designer
http://touch.toyota.com/
Customise Chocolate
http://www.chocomize.com/#.
Create your own Granola Bar
http://www.elementbars.com/
Great Products Are Nice. But Great Businesses Add Services To Them
http://www.fastcodesign.com/1665765/great-products-are-nice-but-greatbusinesses-add-services-to-them
CONFIGURATOR 2.0 TURNS CUSTOMERS INTO COMMITTED, RAVING
FANS
http://www.fastcompany.com/1794099/configurator-20-turns-customerscommitted-raving-fans