We are Snook | People by default

People by DefaultSnook Presentation | @wearesnook | @rufflemuffin Sarah Drummond

People by Default Designing services in complex systems

from a human perspective

Sarah Drummond @wearesnook @rufflemuffin


- image of sharon/social worker Meet Sharon



“I no longer feel that I can deliver an adequate service

even allowing for working a 70 + hour week. I have

taken a support worker role in order to spend time with

my family in an attempt to recover some quality

of life. I wish you all well.”

The British Association of Social Workers and Social Workers Union


“Social workers are spending too much time in the office

and not enough time with clients. The very essence

of social work is being eroded, which is a great, great

shame.”



“I spend most of my working day typing and inputting

services plans, filing, etc., all admin tasks.”



“Social workers are so diverted from interactive

intervention with service users to complete administrative

tasks.”



“Working in an out of hours team, we have no

administration, we have to organise all assessments, visits

and undertake reports. I spend most of my time on the

computer”



“We spend a large proportion of our time working recording data. We

spend large part of our day using a computer to record information about

assessments. We are constantly being told we are not completing this

correctly and then need to return and make the changes. It is important

that the time allocated to this work is taken away from social work staff

and enables them to actually spend the time working with the

service users.”

Social Work Task Force


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



1. Manual processing use of paper and manual copying across systems

2. Unnecessary processing users completing the wrong transactions at

the wrong time

3. User contact users trying use a service, complain or track something

4. Casework edge cases and ‘user-errors’ handled by humans

Louise Downe, Head of Design | Government Digital Service


“It took me an hour to apply for a provisional license

online. They locked me out twice, I couldn’t save it and I

didn’t know before starting I’d need my national insurance

number.”

DVLA services


“I cried down the phone because it was the 27th time I’d

called the hospital. They direct transferred me through to

a department that wasn’t even open that day. I was

desperate to shift my appointment, they insisted on

sending a letter each time to change the appointment”

NHS Service User


“We phoned the council about care for mum, it’s pretty

urgent her dementia is tearing the family apart. We were

told we’d be given a visit, it’s been 4 weeks and we’ve

heard nothing”

Council user


“I’ve been waiting to see someone after being

diagnosed with a borderline split personality

disorder for over 7 months. I was told I’d be

getting art therapy but I’ve heard nothing. I

ended up going to woman’s aid in a crisis as I

needed support”

NHS User


“…I saw a husky run across a motorway (obviously not road wise and must have gotten out the

gate) so I tried to phone X Council’s dog warden but I was on hold for so long that I hung up.

Then I googled ‘dog warden Glasgow’ and all the numbers were out of order/out of date. I

phoned the SSPCA and they said it’s the local dog warden that should be doing this. No one

seems to know this service exists, and the ones that do, cannae bloody get through to them!

Sorry, I’m all for the animals and this just really riled me. The number you phone takes you

through to cleansing, environmental health – so no one would know there was a bloody dog

warden at the end of it. Sorry… rant over. Please can you fix the X Council”

Council user


80% of the cost of Government is services

60% of that cost is spent on calls and casework

Louise Downe, Head of Design | Government Digital Service

People by DefaultSnook Presentation | @wearesnook | @rufflemuffin Sarah DrummondPeople by DefaultSnook Presentation | @wearesnook | @rufflemuffin Sarah Drummond

INDUSTRIAL MODELS

“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


TECHNOLOGY WON’T

SAVE US

We have the habit of automating the

wrong processes. We must

fundamentally understand the problems

we have to solve, meet user needs and

design services that work


Image courtesy of Flickr user seier+seier


MEET SHARON

2020


GOOD TECHNOLOGY IS

INVISIBLE

We need insight into what works, what

doesn’t and what jobs we want to help

people do to improve our systems and

services


“Burton and van den Broek espouse the belief that social workers should be involved in the design and application of the technology, as well as being

provided with appropriate ongoing training. They go on to quote and applaud Sapey’s (1997) contention that: ‘. . . unless social

workers do become involved in the ways in which new technologies

are used within organisations, they will fail to influence its impact on

their clients and may further fail to control the way in which computers

affect the nature of social work itself in the future’”

Burton and Van Der Broke | Sapey (1997)


FIFE COUNCIL HACK

Bringing frontline NHS, Social Care,

Administration, Digital Leaders together

to define their needs and future journeys


We need to transform the

culture of service design

and delivery if we are to

transform people’s lives

We need to change how we work and

embed insight into our everyday



BAKE DESIGN INTO OUR

ORGANISATIONS AND PUBLIC SECTOR

Our development processes

Our mindset

Move to a culture of doing

End to end service design

Rethink HR role

Stimulate an SME Market

Decommission legacy systems

New permissions to innovate

Re-skill of our workforce


“We’ve already done our

customer survey so why

do we need to do more

research?”


It is statistically proven

that most people will tick

‘7’ when answering a

questionnaire


We need to build

solutions with the insight

iteratively


OBSERVATION



SEEING FROM USER

EXPERIENCE


USER TESTING


CONTEXTUAL


Insight


MAPPING END TO END

JOURNEYS


Switch from monitoring calls to evaluating

and learning from them


EMPATHY TOOLS


USER TESTING


CONTEXTUAL


Double Diamond design process

LISTENING FIRST

then building with insight


USE CASES FOR MENTAL HEALTH

SUPPORT SERVICE

Developed by clinicians, GPs,

community practice nurses, mental

health experts, young people



PROTOTYPING SERVICES

Bringing journeys to life to test how

they work in real life before scaling

implementation


DESIGN END TO END

JOURNEYS

Service Journeys that work across all

channels and touchpoints



PHONE

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

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

BACKSTAGE


Glasgow City Council - Re-design



UNDERSTANDING HOW

CITIZENS THINK

How do they search for things and think

about services?



LETS TALK CONTENT

The public don’t speak public sector


“Birth appointments' do

you make an appointment

to give birth?”


“Is bulk uplift like heavy

items? What even is that?”


“I wouldn’t have guessed it’s bins and

recycling for dead animal uplift. I

would’ve just used the search bar and

I’ll probably type ‘dead fox’ instead of

dead animal.”


“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.”


“It’ll be extremely useful

to have a button to view

band table monthly

as well as yearly one.”


WEEK WEEK WEEK WEEK WEEK WEEK

PROJECT PLAN &

PROJECT REPORT

BUILD NEW

BETA

MAY

APRIL

JUNE

OCTOBER


Set up the culture to be

user focused and build

with insight


LOOKING AT

UNSCHEDULED CARE NHS Hackathon Ayrshire and Arran

Create opportunities for people to come

together across systems and share their

insights, then build improved services



EMBED DESIGN

Carr Gomm Futures focused on bringing

‘innovation’ and a person centered

approach inhouse


TAKE A CROSS SECTION

OF YOUR TEAM AND

USERS

Carr Gomm Futures developed a new one

page profile for the handover books to

improve the experience of living


L IKES

D ISL IKES

SAYING HI

MORNING

AFTERNOON

EVENING

NIGHT

IN CASE OF EMERGENCY

DAY-TO-DAY

JOHN ALLAN76- Knock on my door before entering

- Wait for me to answer the door

- Call me Mr Allan until I warm to you

- Take your shoes off if you are staying

- Let me do things for myself, I’ll ask for help if I need it

- I like to get up early and go to bed early

- I go for morning walks on Tuesday, Thursday and Saturday

- I am allergic to shellfish, make sure I don’t eat them

- I can get a bit grouchy in the evenings

- I normally get up at 6:30am, on the dot- I like to shower and dress myself in the mornings- I have breakfast at 7am normally, but I may run late- I talk extensively to my friends at breakfast- On certain days after breakfast I go for a walk

- Text

- Contact GP on 0141 441 1351, Dr Mathers- Contact his Daughter, Jean, on 07455729137- Call Care Manager

- Text

- Text


TOTAL CRAIGROYSTON

Improving outcomes for young people in

Craigroyston


TOTAL CRAIGROYSTON

Co-designing solutions to recurring

problems in the area. Both digital and non

digital.


THE INTERNET IS A

MATERIAL WE CAN

WORK WITH

We need to skill up on how we use the

internet. We are locked down, unable to

access it and we haven’t met its potential.



WE NEED TO FOCUS ON

SOLVING PROBLEMS

Meet needs, involve all of us in the process.

With that, we bring insight and we turn it

into action



MORE PUBLIC FACING

SERVICES

With automation and good service design

comes more time to spend on the frontline.

A fundamental rethink and opportunity on

how we deliver.


Image courtesy of Flickr user makeworks


We cannot design the future but we can co-produce better

outcomes

Work with our constraints and bring form to the future

70

OUR CLIENTS

71

| OUR AWARDS

Google Fellowship

Personal Democracy

Forum - 2011

Young Scot

Enterprise Award-

2011

Finalist Lighthouse

Design for Impact

Award - 2014

Winner of Design Council

Working Well Challenge

- 2013

Winner of the Mozilla +

TSB IC Education

award - 2013

Core 77 Design for

Social Impact

Award - 2015

NCTJ Award for Best

Multimedia Campaign

UK - 2014

GovKnow Award

for Social Justice -

2014

Winner of Scotland’s

first Social Innovation

Camp - 2009


Build platforms to stimulate co-production

Do with people not for them


THIS IS HARRY AND SAM


‘invert the present deep structure of tools" in

order to "give people tools that guarantee their

right to work with independent efficiency.’

Ivan Illich


Solve problems Sometimes (not always) enabled by technology

Think about people at the heart of them What is the end to end journey?


Quick intro to service design


Lets start with our own digital literacy (5 minutes)


Get to know your challenge | Stakeholder mapping (5 minutes)


Personas (10 minutes)


New journeys (10 minutes)

We are Snook | People by default

Design

Transcript of We are Snook | People by default