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SARAH DRUMMONDFounder
PUTTING PEOPLE FIRST - GOING BEYOND THE SCREEN
EMMA PARNELLService Designer
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How do you stop a dead badger showing up on the council front desk?
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More on the badger later…
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Service Design by putting people first
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| ABOUT US
We are an award winning design agency based in Glasgow & London, helping organisations produce great services by putting people first
| ABOUT US
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A multidisciplinary team of designers, researchers, strategists and technologists working together to design products and services
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We’re on a mission to make services better everywhere
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Front to back, back to front, inside and outside the organisation
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| HOW WE THINK
We explore business processes in alignment with what people experience
FRONT STAGE
BACK STAGE
Every touchpoint and interaction on every channel
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We’re grounded by user research
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| THINKING
Joined up channels Customer centred End-to-end experience
How we think about customer experience
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RESEARCH DESIGN
DELIVERY
STRATEGY
COACHING EVENTS
| OUR SERVICES
Our services are designed to focus on working with organisations to create services that work
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A few trends we’ve noticed…
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We are SnookPeople by Default Sarah Drummond
Digital transformation and there’s an app for that
The touchpoint has grabbed our design attention. User experience has focused solely on how something looks and cramming in product features
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Digital is nota panacea for fixing problems
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We are SnookPeople by Default Sarah Drummond
Industrial models of the past continue to shape our designs
“Technology has locked us into ways of working, the design of services, even operating models of organisations”
Dave Briggs, Head of Digital and Design at Adur & Worthing Councils
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Administration costs us people We have created systems that don’t solve problems. They create more work, cost us more to run and take us away from the frontline
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| DESIGNING FOR USER NEEDS
We are SnookPeople by Default Sarah Drummond
Technology won’t save us, we are automating the wrong processes
We must fundamentally understand the problems we have to solve, meet user needs and design services that work
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There’s an upside …
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Use your website as a vehicle to ask questions about the end to end service
* Macguffin
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Design
DigitalOrg
Capability
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Design is the process that supports you to put people first and safely test end to end services when going digital
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| ABOUT US
DISCOVER DEFINE DEVELOP DELIVER REFLECT
4 stages ofthe design process
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Discovery
Getting out from behind the desk and discovering user and staff needs.
| DISCOVERY
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Understand behaviour to identify needs
| DISCOVERY
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Ethnographic research with housing associations -spending time on the ground
| DISCOVERY
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Her own home in a nice quiet location, present satisfaction is high but
can you see the future through a customer survey?
| DISCOVERY
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Tick the boxes and provide a lunch group but is this really what
people need? Is food provision the real problem?
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Understand how digital can support the end-to-end journey
| DISCOVERY
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| DISCOVERY
Designing a digital care management service
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Weaving digital intoa people delivered service. Every
touchpoint matters if you’re goingto build trust.
| DISCOVERY
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| DEFINE
Define
Clarifying what needs to be built and the boundaries in which to do so
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Design possible solutions together
| DEFINE
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Product specificationfor a social investment wholesaler
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| DEFINE
Frame and shape the specification based on research findings…
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…then develop thedetails side by sidewith users.
| DEFINE
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And capture this detail with use case cards. “As a ____I need to _____
So that I can _____”
| DEFINE
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| DEVELOP
Develop
Building concepts and prototypes big and small to test before scaling
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A prototype is not a solution, it’s a wayof asking questions
| DEVELOP
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| DEVELOP
User research and testing of Glasgow Council’s website
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Quickly bring solutions to life, develop and don’t be afraid to pivot the
approach based on what you find…
| DEVELOP
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“It needs an explanation what
council tax is. It’s implying
that you’ve clicked on that
and you know exactly why
you are there.”
…like re-designing content and building
content frameworks
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| DELIVER
Deliver
Building the strategy and communicating the multi-channel solution to the right people
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Ideas are justthat, unless youimplement them
| DELIVER
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| DELIVER
Mapping theend-to-end service of an accreditation body
ONLINE
PAPER
Client receives information pack
Client meets BDM
Client receives application form
Client receives email with forms and guidance
Client emails draft to BDM for comment
Client receives email with information pdfs
BDM provides feedback on client’s draft via email
APPROVAL PROCESS
Client considers an alternative qualification provider
Client makes 1st contact with SQA
Client has phone conversation with BDM
Client conducts search for qualification provider
Client finds information about SQA
Client makes email enquiry to SQA
Client receives information pack from Bus Dev
Client picks up SQA leaflet at conference or trade fair
INTERNATIONAL TEAM
International partners build up list of potential clients
International partner makes contact with client
Bus Dev team make
BDM visits companies
BDM makes initial call to
Bus Dev team discuss
BDM receives client inquiry
BDM starts pre-approval
BDM sends the massive
BDM follows up with offer
BDM sends info pack
BDM visits client
BDM may check client
BDM assesses goal
BACKSTAGE
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123% Increase in unique page viewsfor their centre approval information, widening their pipeline of customersin this process
| DELIVER
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| ABOUT US
5 key principles
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| PRINCIPLES
1.Research incontext will provide insights that surveys and focus groups can’t
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| PRINCIPLES
2. Your users are end and ‘end-end’ users. They are everyone involved in the service
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| PRINCIPLES
3. There’s not always an app for that. Think service first then channel of delivery
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| PRINCIPLES
4. See the bigpicture, see the details. When designing - hold the space between macro and micro
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| PRINCIPLES
5. Language is important, content matters. From the name of your service to how you explain services
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Firmstep set you up to be in control of your service design. So take advantage of that.
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Design
DigitalOrg
Capability
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wearesnook.com @wearesnook
* We harm no badgers in the making of great public services
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Customer Journey Mapping
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Design for Services Service Design
Journey Mapping
Journey mapping allows us to document an experience
Do it retrospectively (analyse an experience)
Use it to communicate a new concept
Design for Services Service Design
Journey Mapping
We break down the core parts of the experience
Start macro to see the whole experience
Move to micro lens and focus in on a part of the process based on the challenges
Design for Services Service Design
Journey Mapping
Journey maps can highlight the emotional experience
• Start with the core interaction • Map either side of it, a service has a beginning, middle and end • Ask ‘what happened next?’ • Map the core touchpoints • Identify key stages (macro and then micro) • Map how the person felt • Map what they said about it • Draw an experience curve
Design for Services Service Design
Journey Mapping
Identify the pain points
• Where are the highs? • Where are the lows? • Are there specific points for change? • Is it a bigger macro issue? • Can we do something better upfront?
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Ugh Eurostar
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Design for Services Service Design
| PRINCIPLES
Design for Services Service Design
| PRINCIPLES
Design for Services Service Design
Design for Services Service Design
| PRINCIPLES
Design for Services Service Design
Journey Mapping
Now it’s your turn!
• Say hello to the person next to you • Have a chat about services you’ve experienced recently • Select a example between you • Try to choose a lengthy and problematic example! • Journey map your experience using the templates in your packs