hyper island

HYPER ISLAND HELLO!

Sarah Drummond @rufflemuffin

10.00 - 11.00 TALK TALK TALK ABOUT REVOLUTIONS AND FIRE IN THE BELLY STUFF

11.00 - 11.15 BREAK IT UP

11.15 - 11.45 METHODS AND MENTAL HEALTH

11.45 - 12.15 JOURNEY MAP AND USER NEEDS

12.15 - 1.15 LUNCHEON

1.15 - 2.00 BEING STRATEGIC ABOUT YOUR FINDINGS

(GLASGOW COUNCIL AND SCOTTISH GOVERNMENT)

2.00 - 3.30 OPEN SESSIONS, TEAMS

3.30 FLOOR IS YOURS

LETS CO-DESIGN

WHAT DO YOU WANT OUT OF IT?

GREAT THAT’S EXACTLY

WHAT I HAD PLANNED

1ST RULE OF DESIGN

‘PROFESSIONAL MAKER UPPERS

AKA. PROTOTYPERS’

REVOLUTION BY DESIGN THE ONE HUNDREDTH AND NINETY NINTH METHOD OF NON VIOLENT PROTEST

SARAH DRUMMOND @RUFFLEMUFFIN

what would you start a

revolution about?

THE BANKS

revolution about?

THE GOVERNMENT

revolution about?

INJUSTICE

revolution about?

THE POLICE

revolution about?

HEALTH

revolution about?

ENERGY

revolution about?

MOBILITY

revolution about?

DEMENTIA

revolution about?

SOCIETY

revolution about?

EQUAL MARRIAGE

revolution about?

DEMOCRACY

revolution about?

FARMING

revolution about?

ARCHITECTURE

revolution about?

MANUFACTURING

revolution about?

CONSUMERISM

revolution about?

CANCER

revolution about?

DESIGN

WHY IS REVOLUTIONARY CHANGE NEEDED?

IF WE GET INTO THE POSITION WHERE WE ARE

F*CKED AND WE DON’T HAVE THE TOOLS TO BRING

ABOUT RADICAL CHANGE, THEN WE ARE F*CKED

IF WE GET INTO THE POSITION WHERE WE ARE

F*CKED AND WE DON’T HAVE THE TOOLS TO BRING

ABOUT RADICAL CHANGE, THEN WE ARE F*CKED

ONE HUNDRED AND NINETY EIGHT

METHODS OF NON VIOLENT

REVOLUTION

GENE SHARP

methods of non violent revolution

gene sharp

REVOLUTION

GENE SHARP

ONE HUNDRED AND NINETY NINE

gene sharp AND HACKED BY SARAH DRUMMOND

DESIGN

DESIGNING MOBILE HOMES

"THE PROBLEM IS THAT THE CURRENT EDUCATION SYSTEM WAS DESIGNED AND CONCEIVED AND

STRUCTURED FOR A DIFFERENT AGE… WE EDUCATE CHILDREN BY BATCHES”

- SIR KEN ROBINSON

INSPIRED GIN AND TONIC

AGE 14

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

EMPATHY PEOPLE-CENTERED

PROTOTYPING STORY TELLING

VISUAL

PUBLIC SECTOR = NO DESIGN

MASTERS THESIS ON EMBEDDING DESIGN | AGE 21

BUSINESS SHOP VS DESIGN SHOP

“IN THE DESIGN STUDIO, THE WALLS ARE A CONVERSATION, THE VERY NOTION OF AN ART SCHOOL

IS ABOUT COLLABORATION”

Senior Civil Servants

Government Directorates

Strategy Unit

Ministers

CEOsBoard

Senior Team

Organisational DirectoratesDepartment Layers

Frontline Staff

Citizens

Operations

Framing wicked problems and generating future concepts through prototypes. Developing action briefs and human centred policy. Forming partnership approaches for design led approaches to developing public services.

Internal Design CapacityEmbedding Design inside local government and public bodies to use design in development processes

Closing feedback loopsand responding to citizen feedback and data through platforms and analytics. On and offline user engagement

Annual Letters and Ministerial Briefings

Embedding Design

Do Tank

Communication Platforms

SNOOK MISSION

DESIGN BEAUTIFUL EXPERIENCES THAT WORK FOR PEOPLE

INVERT THE PYRAMID

TOOL UP EVERYONE TO CO-DESIGN THE FUTURE TOGETHER AND

CREATE THE PLATFORMS TO SUPPORT IMAGINATION

OUR PRINCIPLES

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

CO-DESIGNING CARE SERVICES

CARR GOMM

COUNCIL WASTE SERVICES

GLASGOW CITY COUNCIL

SUGAR AND DIABETES TRAINING

KNOW SUGAR | DESIGN IN ACTION

RE-DESIGNING THE LEARNER JOURNEY

SCOTTISHGOVERNMENT

“BOTH DIY PRODUCTION AND OPEN DESIGN

EMPOWER THE USER BY PUTTING PROFESSIONAL TOOLS IN THE HANDS OF

THE MASSES"

“BOTH DIY PRODUCTION AND OPEN DESIGN

EMPOWER THE USER BY PUTTING PROFESSIONAL TOOLS IN THE HANDS OF

THE MASSES"- TOMMI LATIO (OPEN DESIGN NOW)- TOMMI LATIO (OPEN DESIGN NOW)

"invert the present deep structure of tools" in order to

"give people tools that guarantee their right to work

with independent efficiency”

ivan illich

"invert the present deep structure of tools" in order to

"give people tools that guarantee their right to work

with independent efficiency”

ivan illich

MOVEMENTS BY DESIGN OPEN UP DESIGN TO INSPIRE OTHERS CREATIVITY TO CHANGE THE WORLD

derek sivers on movements

OVER 600 PEOPLE CYCLEHACKING OVER THE COURSE OF THE WEEKEND IN 25 CITIES ALL OVER THE WORLD

3,500 TWEETS ABOUT CYCLEHACK OVER 48 HOURS

1.6 MILLION PEOPLE REACHED THROUGH INSTAGRAM AND TWITTER AND JUST OVER 2K ON

FACEBOOK IN 48 HOURS

OVER 100 CYCLEHACKS CREATED AND UPLOADED TO OUR CATALOGUE WHICH IS STILL GROWING

A GROWING COMMUNITY OF 66 EVENT ORGANISERS ALL OVER THE WORLD

REVOLUTION

GENE SHARP

THE MISSION

CYCLEHACK IS A GLOBAL MOVEMENT ON A MISSION TO MAKE THE WORLD MORE SUSTAINABLE BY REDUCING THE BARRIERS TO CYCLING

CC Edinburghcyclechichttps://www.flickr.com/photos/edinburgh_cycle_chic/16482434651/

THE TOTAL EXPERIENCE

CC Chris Hillhttps://www.flickr.com/photos/chdot/7029860763

REVOLUTION

GENE SHARP

THE LEADERS

SARAHDRUMMOND

JOHANNAHOLTAN

MATTHEWLOWELL

REVOLUTION

GENE SHARP

OUR WEAPONS

48 HOUR EVENT TO DEVELOP PROTOTYPECYCLEHACKS

PHYSICAL DIGITAL CAMPAIGN/EVENT POLICY LOCAL PLAN

REVOLUTION

GENE SHARP

OUR TAKEOVER AND FIRST

FOLLOWERS

“For me, Cyclehack is about bringing together lots of heads who all equally have their own experiences and ideas, and bridging this with design talent to make ideas become a reality.”

Sarah Drummond, Glasgow

“In a city with no infrastructure for cycling at all, a few cycling enthusiast are braving the multiple barriers and opting for their bicycles. Beirut CycleHack is a much needed initiative to offer the opportunity to strengthen the cycling community and give them a space to create their own solutions and expand their efforts.”

Public Interest Design Levant, Global Partner, Beirut

“It was a wonderful experience to assemble some of Melbourne’s cycling enthusiasts, entrepreneurs, designers and decision makers under a one roof for 48 hours. Throughout the weekend we identified barriers to cycling, and we were extremely honoured to see all participants working together for a common goal, a bike friendly city.”

Jani Modig, Global PartnerMelbourne

MELBOURNE

BEIRUT

GLASGOW

REVOLUTION

GENE SHARP

OUR ARMY

CYCLEHACKERSTOOLING UP CITIZENS FOR A TWO WHEELED CITIZENSHIP

REVOLUTION

GENE SHARP

OUR INVENTIONS

CYCLEHACK:SERVICE DESIGN / LOCAL PLAN

CYCLEHACK:PHYSICAL / DIGITAL

CYCLEHACK:PHYSICAL

CYCLEHACK:DIGITAL

http://cyclehack.com

PROTOTYPING

REVOLUTION

GENE SHARP

OUR RADAR

MacBook Pro

SUBMIT HACKSEE HACKS

LO CA TIONHA CK T YP E

SUBMIT HACK

LO CA TIONHA CK T YP E

Cyclehacks from all over the world, in

one place.

Hi John | Sign out

REVOLUTION

GENE SHARP

LAST WEEKEND CYCLEHACK 2015

REVOLUTION

GENE SHARP

THE UNSEXY MOVEMENT

REVOLUTION

GENE SHARP

THE MEDAL

REVOLUTION

GENE SHARP

MEET OUR ARMY

REVOLUTION

GENE SHARP

OUR PROPAGANDA

EVENT ENTRANCE‘ THE BADGE’

EVENT ENTRANCE‘ THE SPEAKERS’

EVENT ENTRANCE‘ CYCLEHACK BARRIER AND IDEA CARDS’

REVOLUTION

GENE SHARP

OUR ALLIES

“Cyclehack is an exciting, innovative movement, bringing the principles of design thinking and rapid prototyping to the world of cycling. Sustrans Scotland recognise the benefits Cyclehack brings, in addressing barriers, stimulating innovation, and building support for cycling initiatives. We look forward to seeing the product catalogue growing as participation and popularity grows!”

Matt MacDonaldSenior Business Development OfficerSustrans Scotland

SCRUMPTIOUS PRODUCTIONS

REVOLUTION

GENE SHARP

OUR OPPOSITION

after all @cycle_hack claimed that they were putting cycling on the map which I feel

undermines all cycle campaigners to date

@rufflemuffin @cyclehackgla & knowing many folks who have spent lives cycle campaigning I feel you

need to REALLY justify your claim.

REVOLUTION

GENE SHARP

ACTIVISM DOESN’T HAVE TO BE

BORING

REVOLUTION

GENE SHARP

A REVOLUTION IN WOMEN’S CYCLING

THEIR WORDS NOT OURS

BIT.LY/PENNYPANTS

PENNY FOR GOOD

REVOLUTION

GENE SHARP

DESIGNERS OF THE FUTURE CREATE

OPEN PLATFORMS

I AM A FACILITATOR OF IMAGINATION

DESIGNERS OF THE FUTURE CREATE

OPEN PLATFORMS

I AM A FACILITATOR OF IMAGINATION

revolution about?

DEMOCRACY

THE DESIGN EXPERT OF TODAY IS A FACILITATOR

OF KNOWLEDGE, A PLATFORM BUILDER, A

CONNECTOR

revolution about?

THE BANKS

revolution about?

THE GOVERNMENT

revolution about?

INJUSTICE

revolution about?

THE POLICE

revolution about?

HEALTH

revolution about?

ENERGY

revolution about?

MOBILITY

revolution about?

DEMENTIA

revolution about?

SOCIETY

revolution about?

EQUAL MARRIAGE

revolution about?

DEMOCRACY

revolution about?

FARMING

revolution about?

ARCHITECTURE

revolution about?

MANUFACTURING

revolution about?

CONSUMERISM

revolution about?

DESIGN

“We are called to be architects of

the future, not its victims.”

buckminster fuller

“We are called to be architects of

the future, not its victims.”

buckminster fuller

CONNECTOR

MY REVOLUTION?

CONNECTOR

MY REVOLUTION?

PEOPLE

THE REVOLUTION

STARTS WITH YOU

THE REVOLUTION

STARTS WITH YOU

revolution about?

TECHNICAL STUFF

LETS TALK METHODS, TOOLS, TACTICS AND SYSTEMS CHANGE

ORGANISATIONS ARE STACKED WITH DATA BUT WE DON’T KNOW WHAT TO

DO WITH IT, AND IT’S NOT OFTEN HUMAN CENTERED OR QUALITATIVE

IT’S THE LEAP FROM DATA TO INSIGHT THAT’S IMPORTANT

THEN THE LEAP FROM INSIGHT TO ACTION AND SOLUTIONS

THEN TESTING IT. AND TESTING IT AGAIN.

THEN DEVELOPING AN ITERATIVE CULTURE.

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)

ONLINE

Client receives information pack

Client meets BDM

Client receives application form

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

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)

LOW FIDELITY WIREFRAME

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

WEEK WEEK WEEK WEEK WEEK WEEK

PROJECT PLAN &

PROJECT REPORT

BUILD NEW

OCTOBER

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

USER TESTING

EXPERIENCE PROTOTYPING

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

VALUE OF DIGITAL FOR

MENTAL HEALTH

GDS/DEPT. HEALTH/DEPT. WORK+PENSIONS

CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT

THE POINT PEOPLE SNOOK

CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT THE POINT PEOPLE

DISCOVERY

HOLDING BACK FROM SOLUTIONS

ARTICULATING NEEDS AND JOBS TO BE DONE

Timeline

]Most usedMost used Least usedLeast used

Least trustedPoint of Contact:

Online

Face to Face

Kind of support:

Work related

Mental health related

Most trusted

The employment journey Three user groups

Three user groups

Unemployed Insecure Employment Fulltime Employed

UNEMPLOYED

UNDERSTANDING WHICH JOBS TO APPLY FOR

DEALING WITH THE EMOTIONAL SIDEOF JOB-HUNTING

DEALING WITH THE PRACTICAL SIDEOF JOB-HUNTING (CVS/INTERVIEWS)

HELPING PEOPLE BUILD NETWORKSAND EXPERIENCE

UNEMPLOYED

As someone who is unemployed, I need encouragementand tools that give me belief in my own abilities, becauseI have low self-esteem.

Unemployment can be fundamentally confidence sapping,uncertain and stressful.

“Feeling a fundamental lack of confidence and sureness aboutthe future, not knowing if you are ever going to get a job…Being skint, you know, which brings all the other things likenot being able to pay the bills or finding that stressful, gettingknock-backs, not hearing from jobs or not getting interviews”Sarah (35)

DIGITAL VALUE

Information Support and Community Tracking Health and wellbeing

PRE-ALPHA

SERVICE DESIGN:

MULTIPLE SOLUTIONS AND LAYERS TO SERVING COMPLEX NEEDS

CREATING DIGITAL TOOLS FOR MENTAL WELLBEING AND EMPLOYMENT SUPPORT

INTEGRATED PERSONAL SUPPORT SYSTEM

Support level 2 - Integrated personal support system

Here users would have a deeper level of interaction, creating a personal account that would allow

them to track their progress and aggregate tailored information, data and tools relating to mental

wellbeing and employment.

INTERACTIVE SUPPORT ON DEMAND

Support level 1 - Interactive support on demand

Here users would enter basic data (without necessarily logging in) to obtain tailored guidance about

issues they require support with, such as managing time or stress. Content would be dynamic. The

site would also signpost users to tools from external providers. These support applications could be

hosted on government sites, third sector sites, or provided by private developers.

STATIC INFORMATION

Information level 1 - General Information

Here users would access statutory and required information. This content is already available on

gov.uk, NHS Choices etc. A new digital service could both aggregate this and provide additional

content.

TAILORED INFORMATION

Information level 2 - Tailored information

At this level, users could tailor their search obtaining further information and insight. Content is

more dynamic (e.g. videos). This information could be hosted on existing government platforms.

Additionally widgets could be embedded in a range of sites commonly accessed sites for

employment or mental health needs, such as Monster, Prospect, MIND etc.

OPTIONS FOR LEVEL OF

DEVELOPMENT

The digital functions we’ve designed have different possible levels of interaction,

depending both on user preferences and the capacity of government. We’ve

broken these down into four different options with increasing levels of

development and interaction.

WHERE NOW?

MENTAL HEALTH DIGITAL CHALLENGE (UK)

DWP AND UNIVERSAL CREDITS

NHS CHOICES

JOURNEY MAPPING FOR

INSIGHT JOURNEY MAP YOUR NEIGHBOUR’S FESTIVAL JOURNEY

FIND OUT THEIR STRESSES AND HIGH POINTS

USE CASE 3 OF THEIR NEEDS IN RELATION TO EMPLOYMENT

PITCH THESE BACK

AS A _________

I/THEY NEED TO _________

SO THAT THEY CAN ___________

RE-DESIGNING THE LEARNER JOURNEY

SCOTTISH GOVERNMENT

WHERE NOW?

COLLEGE APPROACH

WAIT ON DIGITAL SERVICES TO CATCH UP

CFE/EDUCATION FOLLOW UP

RE-DESIGNING GLASGOW COUNCIL WEB (AND CULTURE)

GLASGOW CITY COUNCIL

CULTURAL DESIGN

CONTENT DEVELOPMENT WORKSHOPS

CITIZEN PANEL

END TO END SERVICE RESEARCH

DEVELOP PERSONAS

WHAT NEXT?

GET ON THE FRAMEWORK

BITESIZE REPORT ‘NEWSPAPER’

USER TESTING

24 MONTH STRATEGY/COACHING

KNOW SUGAR

DESIGN IN ACTION

EXPERIENCE PROTOTYPING

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

SUGAR AND DIABETES RE-BRANDING

KNOW SUGAR | DESIGN IN ACTION

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

sarah@wearesnook.com

@rufflemuffin @wearesnook

@cycle_hack @dearestscotland

hyper island

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