Services are made up of thousands of tiny, often accidental design decisions.
These design decisions are often unconsciously made, in isolation from one another, and without an understanding of the impact they will have on our services or the experience our users will have of that service.
From policy development to metrics & measurements, organisational structures to technical architecture, all of these components — and the decisions we make about them on a daily basis — have an impact on the services we deliver and our ability to meet user needs.
Yet the vast majority of the tools we use…
I’m just going to say it out loud, and that will make it real for me.
I am moving on from Snook. There, I said it out loud!
This, as many of you will recognise, is not a decision I have taken overnight, nor has it been easy for me to make. It’s been my own decision to move on. The time feels right for me to hand over leadership to our fantastic senior team.
We’ve worked tirelessly to share the impact of our work with anyone who’d listen and needed help with a challenge. We’ve helped create the space…
This project will never be finished.
Striving to create a future where people and the planet can thrive is a mission I will always be dedicated to. And Snook will continue to go on and do more brilliant work. The story is far from over.
To end this particular chapter, I wanted to take some time to look back, and highlight some of the fantastic teamwork that’s happened along the way.
These memories are deeply cherished by me. …
It’s a free, open-source platform for anyone who’s involved in delivering mental health products and services. A place to share best practice and first-hand experience.
Patterns are simply things that have been used before and proven to work. It’s important to share them so mistakes aren’t repeated, hard-won learnings are shared and ultimately products and services that truly help people become the norm.
What you will see is not a finished product. …
Services help us do a thing, provide us, a person, with some kind of value, helping us reach an outcome that we need or want to do.
So for example;
I want a hot drink, I might go to a cafe who will make one for me. I’m on the go, so I don’t have an espresso machine or coffee beans, so I use a service to provide a hot drink. That’s a really simplified example.
I want to get somewhere, I might use a transport service like a taxi. …
Full Stack Service Design is a model I’ve used for years to help me navigate and understand how to diagnose services that fail, support organisations to meet user needs and outcomes and design new offerings that can be realistically delivered.
It is a model that helps people break services down into the parts that make them and understand how all of these parts impact the user experience.
I’m sharing the model online in the hope it will be of use to people running services, organisational leadership making decisions that affect user experiences and designers who need to learn how to…
Our ‘culture’ as an organisation is expressed through our attitudes and beliefs, how we make decisions, how we express our thoughts, and what we show up to expressly care for.
The culture of an organisation can be both organic and intentionally fostered. An organic culture is often created by like minded people gravitating towards one another based on perceived shared values and interest. These might be shaped by similar backgrounds, shared experiences and commitment to the shared mission.
Organisations can make efforts to intentionally design or foster a culture. These efforts include writing down principles, manifestos documents, company merchandise, leadership…
Founder @wearesnook @dearestscotland @cycle_hack @mypolice | Service Designer + Boss | GOOD Magazine’s Top 100 influencers 2016|Google Democracy Fellowship 2011