Snook Methods | From user testing to digital prototyping

HEY EQUATOR LETS TALK METHODS

SARAH DRUMMOND @RUFFLEMUFFIN | @WEARESNOOK

CONSULTANCY TO

CONSULTANCY

NOT MY USUAL TALK!

GLOBAL MOVEMENTS

POLICY AND CITIZEN CO-DESIGN

SERVICE DESIGN PROTOTYPING USER TESTING

CO-DESIGN

GLOBAL MOVEMENTS

POLICY AND CITIZEN CO-DESIGN

SERVICE DESIGN PROTOTYPING USER TESTING

CO-DESIGN

DESIGNING MOBILE HOMES

AGE 7

INSPIRED BY GIN AND TONIC

AGE 14

O U R P R O C E S SDOUBLE DIAMOND DESIGN COUNCIL

2007

EMPATHY PEOPLE-CENTERED

PROTOTYPING STORY TELLING

VISUAL

PUBLIC SECTOR = NO DESIGN

MASTERS THESIS ON EMBEDDING DESIGN | AGE 21

FROM WOW DESIGN TO CO DESIGN

SNOOK MISSION

DESIGN BEAUTIFUL EXPERIENCES THAT WORK FOR PEOPLE

OUR PRINCIPLES

ENSURE ORGANISATIONS ARE EQUIPPED WITH THE TOOLS, MINDSET AND FRAMEWORKS TO CO-DESIGN GREAT EXPERIENCES

INVERT THE PYRAMID

TOOL UP EVERYONE TO CO-DESIGN THE FUTURE TOGETHER AND

CREATE THE PLATFORMS TO SUPPORT IMAGINATION

METHODS OF THINKING

SYSTEMS MAPPING CUSTOMER JOURNEY MAPPING (MACRO) CUSTOMER JOURNEY MAPPING (MICRO)

ETHNOGRAPHY OBSERVATION

PERSONAS BLUEPRINTING

USE CASES STORY TELLING

DIGITAL / AGILE / MOSCOW

THE TOTAL

EXPERIENCESAY WOMAN SUPPORT SERVICE (2009)

(MACRO SYSTEM)

CUSTOMER JOURNEY MAPPING SCOTTISH GOVERNMENT | LEARNER JOURNEY (2012)

(MICRO EXPERIENCE)

CUSTOMER JOURNEY MAPPING

SOCIAL CARE SECTOR | (2015)

ETHNOGRAPHY

DUNCAN OF JORDANSTONE | LETTERS TO THE FUTURE (2008)

OBSERVATIONMMM GROUP | MOBILITY FOR OLDER GENERATION (2011)

STORYTELLING AND VISUALISATION

IRISS: ASSET MAPPING FOR PEOPLE CENTERED PLANNING I N HEALTH AND MENTAL WELL-BEING (2011)

OBSERVATIONMMM GROUP | MOBILITY FOR OLDER GENERATION (2011)

PERSONASSYNC | DEVELOPING A DIGITAL PERSONA TOOL (2013)

USER STORIES AND USE CASES

DWP AND DH | EXPLORING MENTAL HEALTH IN RELATION TO EMPLOYMENT (2015)

USER STORIES AND USE CASES

AYE MIND | DEVELOPING USE CASES FOR SUPPORTING YOUNG PEOPLE MENTAL HEALTH (2015)

MOSCOWKNOW HOW | DEVELOPING DIGITAL CAPABILITIES FOR THE ARTS AND CULTURAL SECTOR (2014/15)

PHONE

ONLINE

PAPER

Client receives information pack

Client meets BDM

Client receives application form

BDM phones offering support

BDM phones offering support

Client receives email with forms and guidance

Client emails draft to BDM for comment

Client receives email with information pdfs

APPROVAL PROCESS

Client receives sales call from Bus Dev Team

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 calls SQA contact centre

Client picks up SQA leaflet at conference or trade fair

BDM calls to discuss interest/ arrange meeting

INTERNATIONAL TEAM

BUS DEV TEAM

International partners build up list of potential clients

International partner makes contact with client

Bus Dev team make speculative phone calls

BDM visits companies in their geographical area

BDM makes initial call to client

Bus Dev team discuss viability of client (numbers)

BDM receives client inquiry from Contact Centre

BDM starts pre-approval process

BDM sends the massive email

BDM follows up with offer of support

BDM sends info pack to potential client

BDM visits client

BDM assesses goal of client

BACKSTAGE(1977) Lynn G. Shostack, Breaking Free from Product Marketing, in Journal of Marketing

(1984) Lynn G. Shostack, Designing services that deliver in Harvard Business Review

BLUEPRINTING

SQA | REDESIGNING THE APPROVALS PROCESS (2012)

O U R P R O C E S SDOUBLE DIAMOND DESIGN COUNCIL

2007

PROTOTYPING

SKETCH/MOCK UP LOW FIDELITY WIREFRAME HIGH FIDELITY WIREFRAME

CO-DESIGN PROTOTYPE TOOL EMPATHY TESTS WIZARD OF OZ

DESKTOP WALKTHROUGHS IMPROVISATION

SPECULATIVE PROTOTYPE COMMUNICATIVE ARTEFACTS

USER TESTING EXPERIENCE PROTOTYPE

MOCK UP ENERGY SECTOR | DEVELOPING A CUSTOMER DASHBOARD (2014)

DWP AND DH | EXPLORING MENTAL HEALTH IN RELATION TO EMPLOYMENT (2015)

LOW FIDELITY WIREFRAME

DWP AND DH | EXPLORING MENTAL HEALTH IN RELATION TO EMPLOYMENT (2015)

HIGH FIDELITY WIREFRAME

CO-DESIGN TOOL CARE INFORMATION SCOTLAND | RE-DESIGNING CARE INFORMATION (2013/14)

EMPATHY TOOLS EXPERIO LABS | SERVICE DESIGN NETWORK CONFERENCE (2014)

WIZARD OF OZ KNOW HOW | BUILDING A DATA PROCESSOR (2015)

DESKTOP WALKTHROUGH

SKILLS DEVELOPMENT SCOTLAND | RE-DESIGNING CAREER CENTRES (2009/10)

IMPROVISATION BRISBANE LIBRARY SERVICES | RE-DESIGNING THE 21ST LIBRARY EXPERIENCE (2012)

COMMUNICATIVE ARTEFACT

CARR GOMM | DEVELOPING IN HOUSE INNOVATION UNIT (2015)

COMMUNICATIVE ARTEFACT

GLASGOW CITY COUNCIL | RE-DESIGNING FUTURE WASTE SERVICES

MYPOLICE | UK FIRST ONLINE POLICE PLATFORM (2009 - 2011)

SPECULATIVE SOCIAL PROTOTYPE

GLASGOW CITY COUNCIL | TESTING THE NEW GCC WEBSITE (2015)

USER TESTING

GLASGOW CITY COUNCIL | TESTING THE NEW GCC WEBSITE (2015)

USER TESTING

GLASGOW CITY COUNCIL | TESTING THE NEW GCC WEBSITE (2015)

USER TESTING

WEEK WEEK WEEK WEEK WEEK WEEK

PROJECT PLAN &

PROJECT REPORT

BUILD NEW

BETA

MAY

APRIL

JUNE

OCTOBER

USER TESTING GLASGOW CITY COUNCIL | TESTING THE NEW GCC WEBSITE (2015)

GLASGOW CITY COUNCIL | TESTING THE NEW GCC WEBSITE (2015)

USER TESTING

GLASGOW CITY COUNCIL | TESTING THE NEW GCC WEBSITE (2015)

USER TESTING

GLASGOW CITY COUNCIL | TESTING THE NEW GCC WEBSITE (2015)

USER TESTING

49

EXPERIENCE PROTOTYPING

KNOW SUGAR - TAKING TRAINING AND INFORMATION TO THE HIGH STREET (2014)

SUGAR AND DIABETES RE-BRANDING

KNOW SUGAR | DESIGN IN ACTION

51

KNOW SUGARKNOW SUGAR - TAKING TRAINING AND INFORMATION TO THE HIGH STREET (2014)

72

73

76

79

PROTOTYPING

SKETCH/MOCK UP LOW FIDELITY WIREFRAME HIGH FIDELITY WIREFRAME

CO-DESIGN PROTOTYPE TOOL EMPATHY TESTS WIZARD OF OZ

DESKTOP WALKTHROUGHS IMPROVISATION

SPECULATIVE PROTOTYPE COMMUNICATIVE ARTEFACTS

USER TESTING EXPERIENCE PROTOTYPE

LEARNINGS

BRING BACK TO THE BLUEPRINT LINK UP CHANNELS (ON AND OFFLINE)

EMBED ITERATIVE MINDSET TEST DIGITAL LO-FI FIRST

CONTENT IS AS IMPORTANT AS UX SERVICE DESIGN LINKS TO STRATEGY/BUSINESS MODEL

THANKS FOR LISTENING

Sarah Drummond

@rufflemuffin @wearesnook @cycle_hack

@dearestscotland

rufflemuffin.org wearesnook.com

cyclehack.com dearestscotland.com