A talk at Hyper Island about Service Design, design methods and organisational design by Director of Snook, Sarah Drummond

1. HYPER ISLAND
HELLO!
Sarah Drummond
@rufflemuffin

2. TODAY
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

3. LETS
CO-DESIGN
TODAY
WHAT DO YOU WANT OUT OF IT?

4. GREAT
THAT’S EXACTLY
WHAT I HAD
PLANNED

5. 1ST RULE OF DESIGN
‘PROFESSIONAL
MAKER UPPERS
AKA.
PROTOTYPERS’

6. REVOLUTION BY DESIGN
THE ONE HUNDREDTH AND NINETY NINTH METHOD OF NON VIOLENT PROTEST
REVOLUTION BY DESIGN
THE ONE HUNDREDTH AND NINETY NINTH METHOD OF NON VIOLENT PROTEST
SARAH DRUMMOND
@RUFFLEMUFFIN

7. what would you
start a
revolution about?
what would you
start a
revolution about?

8. what would you
start a
revolution about?
what would you
start a
revolution about?
THE BANKS

9. what would you
start a
revolution about?
what would you
start a
revolution about?
THE GOVERNMENT

10. what would you
start a
revolution about?
what would you
start a
revolution about?
INJUSTICE

11. what would you
start a
revolution about?
what would you
start a
revolution about?
THE POLICE

12. what would you
start a
revolution about?
what would you
start a
revolution about?
HEALTH

13. what would you
start a
revolution about?
what would you
start a
revolution about?
ENERGY

14. what would you
start a
revolution about?
what would you
start a
revolution about?
MOBILITY

15. what would you
start a
revolution about?
what would you
start a
revolution about?
DEMENTIA

16. what would you
start a
revolution about?
what would you
start a
revolution about?
MUSIC

17. what would you
start a
revolution about?
what would you
start a
revolution about?
SOCIETY

18. what would you
start a
revolution about?
what would you
start a
revolution about?
EQUAL MARRIAGE

19. what would you
start a
revolution about?
what would you
start a
revolution about?
DEMOCRACY

20. what would you
start a
revolution about?
what would you
start a
revolution about?
FOOD

21. what would you
start a
revolution about?
what would you
start a
revolution about?
FARMING

22. what would you
start a
revolution about?
what would you
start a
revolution about?
ARCHITECTURE

23. what would you
start a
revolution about?
what would you
start a
revolution about?
MANUFACTURING

24. what would you
start a
revolution about?
what would you
start a
revolution about?
CONSUMERISM

25. what would you
start a
revolution about?
what would you
start a
revolution about?
CANCER

26. what would you
start a
revolution about?
what would you
start a
revolution about?
DESIGN

27. WHY IS REVOLUTIONARY
CHANGE NEEDED?
WHY IS REVOLUTIONARY
CHANGE NEEDED?

28. 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

29. ONE HUNDRED AND
NINETY EIGHT
METHODS OF NON
VIOLENT
REVOLUTION
GENE SHARP
ONE HUNDRED AND NINETY EIGHT
methods of non
violent revolution
gene sharp
ONE HUNDRED AND NINETY EIGHT
methods of non
violent revolution
gene sharp

30. ONE HUNDRED AND
NINETY EIGHT
METHODS OF NON
VIOLENT
REVOLUTION
GENE SHARP
ONE HUNDRED AND NINETY NINE
methods of non
violent revolution
gene sharp AND HACKED BY SARAH DRUMMOND
ONE HUNDRED AND NINETY NINE
methods of non
violent revolution
gene sharp AND HACKED BY SARAH DRUMMOND

31. ONE HUNDRED AND NINETY NINE
methods of non
violent revolution
gene sharp AND HACKED BY SARAH DRUMMOND
ONE HUNDRED AND NINETY NINE
methods of non
violent revolution
gene sharp AND HACKED BY SARAH DRUMMOND
DESIGN

32. DESIGNING
MOBILE HOMES
AGE 7

33. "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

34. INSPIRED
GIN AND TONIC
AGE 14

36. O U R P R O C E S S
DOUBLE DIAMOND
DESIGN COUNCIL
2007

37. EMPATHY
PEOPLE-CENTERED
PROTOTYPING
STORY TELLING
VISUAL

39. PUBLIC SECTOR =
NO DESIGNMASTERS THESIS ON EMBEDDING DESIGN | AGE 21

40. BUSINESS SHOP VS DESIGN SHOP

41. “IN THE DESIGN STUDIO, THE
WALLS ARE A CONVERSATION, THE
VERY NOTION OF AN ART SCHOOL
IS ABOUT COLLABORATION”

44. Senior Civil
Servants
Government
Directorates
Strategy
Unit
Ministers
CEOs
Board
Senior Team
Organisational Directorates
Department 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 Capacity
Embedding Design inside local
government and public bodies
to use design in development
processes
Closing feedback loops
and responding to citizen
feedback and data through
platforms and analytics. On
and offline user engagement
Annual Letters and
Ministerial Briefings
Embedding
Design
DoTank
Communication
Platforms

48. SNOOK MISSION
DESIGN BEAUTIFUL EXPERIENCES
THAT WORK FOR PEOPLE

49. INVERT THE PYRAMID
TOOL UP EVERYONE TO CO-DESIGN
THE FUTURE TOGETHER AND
CREATE THE PLATFORMS
TO SUPPORT IMAGINATION

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

51. CO-DESIGNING CARE
SERVICESCARR GOMM

52. COUNCIL WASTE
SERVICESGLASGOW CITY COUNCIL

53. SUGAR AND DIABETES
TRAININGKNOW SUGAR | DESIGN IN ACTION

54. RE-DESIGNING THE
LEARNER JOURNEYSCOTTISHGOVERNMENT

55. “BOTH DIY PRODUCTION
ANDOPEN DESIGN
EMPOWER THE USER BY
PUTTING PROFESSIONAL
TOOLS IN THE HANDS OF
THE MASSES"
“BOTH DIY PRODUCTION
ANDOPEN DESIGN
EMPOWER THE USER BY
PUTTING PROFESSIONAL
TOOLS IN THE HANDS OF
THE MASSES"
- TOMMI LATIO (OPEN DESIGN NOW)- TOMMI LATIO (OPEN DESIGN NOW)

56. "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

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

58. derek sivers on movements

60. 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
ONE HUNDRED AND
NINETY EIGHT
METHODS OF NON
VIOLENT
REVOLUTION
GENE SHARP
THE MISSION

61. CYCLEHACK IS A GLOBAL MOVEMENT ON
A MISSION TO MAKE THE WORLD MORE
SUSTAINABLE BY REDUCING THE
BARRIERS TO CYCLING
CC Edinburghcyclechic
https://www.flickr.com/photos/edinburgh_cycle_chic/16482434651/

62. THE TOTAL EXPERIENCE
CC Chris Hill
https://www.flickr.com/photos/chdot/7029860763

64. 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
ONE HUNDRED AND
NINETY EIGHT
METHODS OF NON
VIOLENT
REVOLUTION
GENE SHARP
THE LEADERS

65. SARAH
DRUMMOND
JOHANNA
HOLTAN
MATTHEW
LOWELL

66. 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
ONE HUNDRED AND
NINETY EIGHT
METHODS OF NON
VIOLENT
REVOLUTION
GENE SHARP
OUR WEAPONS

67. 48 HOUR EVENT TO
DEVELOP PROTOTYPE
CYCLEHACKS

69. PHYSICAL DIGITAL CAMPAIGN/EVENT POLICY LOCAL PLAN

70. 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
ONE HUNDRED AND
NINETY EIGHT
METHODS OF NON
VIOLENT
REVOLUTION
GENE SHARP
OUR TAKEOVER
AND FIRST
FOLLOWERS

71. “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 Partner
Melbourne
MELBOURNE
BEIRUT
GLASGOW

72. 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
ONE HUNDRED AND
NINETY EIGHT
METHODS OF NON
VIOLENT
REVOLUTION
GENE SHARP
OUR ARMY

73. CYCLEHACKERS
TOOLING UP CITIZENS FOR A TWO
WHEELED CITIZENSHIP

74. 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
ONE HUNDRED AND
NINETY EIGHT
METHODS OF NON
VIOLENT
REVOLUTION
GENE SHARP
OUR INVENTIONS

75. CYCLEHACK:
SERVICE DESIGN / LOCAL PLAN

76. CYCLEHACK:
PHYSICAL / DIGITAL

77. CYCLEHACK:
PHYSICAL

78. CYCLEHACK:
DIGITAL

79. http://cyclehack.com
URBAN
PROTOTYPING

80. 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
ONE HUNDRED AND
NINETY EIGHT
METHODS OF NON
VIOLENT
REVOLUTION
GENE SHARP
OUR
RADAR

81. MacBook Pro
SUBMIT HACKSEE HACKS
LO CATIONHA CK T YP E
SUBMIT HACK
LO CATIONHA CK T YP E
Cyclehacks from all
over the world, in
one place.
Hi John | Sign out

82. 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
ONE HUNDRED AND
NINETY EIGHT
METHODS OF NON
VIOLENT
REVOLUTION
GENE SHARP
LAST WEEKEND
CYCLEHACK 2015

85. 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
ONE HUNDRED AND
NINETY EIGHT
METHODS OF NON
VIOLENT
REVOLUTION
GENE SHARP
THE UNSEXY
MOVEMENT

87. 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
ONE HUNDRED AND
NINETY EIGHT
METHODS OF NON
VIOLENT
REVOLUTION
GENE SHARP
THE
MEDAL

89. 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
ONE HUNDRED AND
NINETY EIGHT
METHODS OF NON
VIOLENT
REVOLUTION
GENE SHARP
MEET OUR ARMY

107. 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
ONE HUNDRED AND
NINETY EIGHT
METHODS OF NON
VIOLENT
REVOLUTION
GENE SHARP
OUR PROPAGANDA

108. EVENT ENTRANCE
‘ THE BADGE’
EVENT ENTRANCE
‘ THE BADGE’
EVENT ENTRANCE
‘ THE SPEAKERS’
EVENT ENTRANCE
‘ CYCLEHACK BARRIER AND IDEA CARDS’

110. 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
ONE HUNDRED AND
NINETY EIGHT
METHODS OF NON
VIOLENT
REVOLUTION
GENE SHARP
OUR ALLIES

111. “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 MacDonald
Senior Business Development Officer
Sustrans Scotland

112. SCRUMPTIOUS
PRODUCTIONS

113. 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
ONE HUNDRED AND
NINETY EIGHT
METHODS OF NON
VIOLENT
REVOLUTION
GENE SHARP
OUR OPPOSITION

114. 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.

115. 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
ONE HUNDRED AND
NINETY EIGHT
METHODS OF NON
VIOLENT
REVOLUTION
GENE SHARP
ACTIVISM DOESN’T
HAVE TO BE
BORING

119. 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
ONE HUNDRED AND
NINETY EIGHT
METHODS OF NON
VIOLENT
REVOLUTION
GENE SHARP
A REVOLUTION IN
WOMEN’S CYCLING
THEIR WORDS NOT OURS

136. BIT.LY/PENNYPANTS

138. PENNY FOR GOOD

140. 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
ONE HUNDRED AND
NINETY EIGHT
METHODS OF NON
VIOLENT
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

141. what would you
start a
revolution about?
what would you
start a
revolution about?
DEMOCRACY

169. THE DESIGN EXPERT OF
TODAY IS A FACILITATOR
OF KNOWLEDGE, A
PLATFORM BUILDER,A
CONNECTOR
what would you
start a
revolution about?
what would you
start a
revolution about?

170. what would you
start a
revolution about?
what would you
start a
revolution about?
THE BANKS

171. what would you
start a
revolution about?
what would you
start a
revolution about?
THE GOVERNMENT

172. what would you
start a
revolution about?
what would you
start a
revolution about?
INJUSTICE

173. what would you
start a
revolution about?
what would you
start a
revolution about?
THE POLICE

174. what would you
start a
revolution about?
what would you
start a
revolution about?
HEALTH

175. what would you
start a
revolution about?
what would you
start a
revolution about?
ENERGY

176. what would you
start a
revolution about?
what would you
start a
revolution about?
MOBILITY

177. what would you
start a
revolution about?
what would you
start a
revolution about?
DEMENTIA

178. what would you
start a
revolution about?
what would you
start a
revolution about?
MUSIC

179. what would you
start a
revolution about?
what would you
start a
revolution about?
SOCIETY

180. what would you
start a
revolution about?
what would you
start a
revolution about?
EQUAL MARRIAGE

181. what would you
start a
revolution about?
what would you
start a
revolution about?
DEMOCRACY

182. what would you
start a
revolution about?
what would you
start a
revolution about?
FOOD

183. what would you
start a
revolution about?
what would you
start a
revolution about?
FARMING

184. what would you
start a
revolution about?
what would you
start a
revolution about?
ARCHITECTURE

185. what would you
start a
revolution about?
what would you
start a
revolution about?
MANUFACTURING

186. what would you
start a
revolution about?
what would you
start a
revolution about?
CONSUMERISM

187. what would you
start a
revolution about?
what would you
start a
revolution about?
DESIGN

188. ONE HUNDRED AND NINETY NINE
methods of non
violent revolution
gene sharp AND HACKED BY SARAH DRUMMOND
ONE HUNDRED AND NINETY NINE
methods of non
violent revolution
gene sharp AND HACKED BY SARAH DRUMMOND
DESIGN

189. “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

190. THE DESIGN EXPERT OF
TODAY IS A FACILITATOR
OF KNOWLEDGE, A
PLATFORM BUILDER,A
CONNECTOR
MY
REVOLUTION?
MY
REVOLUTION?

191. THE DESIGN EXPERT OF
TODAY IS A FACILITATOR
OF KNOWLEDGE, A
PLATFORM BUILDER,A
CONNECTOR
MY
REVOLUTION?
MY
REVOLUTION?
PEOPLE

192. THE
REVOLUTION
STARTS
WITH YOU
THE
REVOLUTION
STARTS
WITH YOU

193. what would you
start a
revolution about?
what would you
start a
revolution about?

194. TECHNICAL
STUFF
LETS TALK METHODS,
TOOLS, TACTICS AND SYSTEMS CHANGE

195. 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.

196. METHODS OF
THINKING
SYSTEMS MAPPING
CUSTOMER JOURNEY MAPPING (MACRO)
CUSTOMER JOURNEY MAPPING (MICRO)
ETHNOGRAPHY
OBSERVATION
PERSONAS
BLUEPRINTING
USE CASES
STORY TELLING
DIGITAL / AGILE / MOSCOW

197. THE
TOTAL
EXPERIENCESAY WOMAN SUPPORT SERVICE (2009)

198. (MACRO SYSTEM)
CUSTOMER JOURNEY
MAPPING
SCOTTISH GOVERNMENT | LEARNER JOURNEY (2012)

199. (MICRO EXPERIENCE)
CUSTOMER JOURNEY
MAPPING
SOCIAL CARE SECTOR | (2015)

200. ETHNOGRAPHY
DUNCAN OF JORDANSTONE | LETTERS TO THE FUTURE (2008)

201. OBSERVATION
MMM GROUP | MOBILITY FOR OLDER GENERATION (2011)

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

203. OBSERVATION
MMM GROUP | MOBILITY FOR OLDER GENERATION (2011)
PERSONAS
SYNC | DEVELOPING A DIGITAL PERSONA TOOL (2013)

204. USER STORIES
AND USE CASES
DWP AND DH | EXPLORING MENTAL HEALTH IN RELATION TO EMPLOYMENT (2015)

205. USER STORIES
AND USE CASES
AYE MIND | DEVELOPING USE CASES FOR SUPPORTING YOUNG PEOPLE MENTAL HEALTH (2015)

206. MOSCOW
KNOW HOW | DEVELOPING DIGITAL CAPABILITIES FOR THE ARTS AND CULTURAL SECTOR (2014/15)

207. PHONE
ONLINE
PAPER
Client
receives
information
pack
Client meets
BDM
Client
receives
application
form
BDM phones
offering
support
BDM
offeri
suppo
Client
receives
email with
forms and
guidance
Clien
draft
for co
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
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
up wi
of sup
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)

208. O U R P R O C E S S
DOUBLE DIAMOND
DESIGN COUNCIL
2007

209. 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

210. MOCK UPENERGY SECTOR | DEVELOPING A CUSTOMER DASHBOARD (2014)

211. DWP AND DH | EXPLORING MENTAL HEALTH IN
RELATION TO EMPLOYMENT (2015)
LOW
FIDELITY
WIREFRAME

212. DWP AND DH | EXPLORING MENTAL HEALTH IN
RELATION TO EMPLOYMENT (2015)
HIGH
FIDELITY
WIREFRAME

213. CO-DESIGN TOOLCARE INFORMATION SCOTLAND | RE-DESIGNING CARE INFORMATION (2013/14)

214. EMPATHY TOOLSEXPERIO LABS | SERVICE DESIGN NETWORK CONFERENCE (2014)

215. WIZARD OF OZKNOW HOW | BUILDING A DATA PROCESSOR (2015)

216. DESKTOP
WALKTHROUGH
SKILLS DEVELOPMENT SCOTLAND | RE-DESIGNING CAREER CENTRES (2009/10)

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

218. COMMUNICATIVE
ARTEFACT
CARR GOMM | DEVELOPING IN HOUSE INNOVATION UNIT (2015)

219. COMMUNICATIVE
ARTEFACT
GLASGOW CITY COUNCIL | RE-DESIGNING FUTURE WASTE SERVICES

220. MYPOLICE | UK FIRST ONLINE POLICE PLATFORM (2009 - 2011)
SPECULATIVE
SOCIAL PROTOTYPE

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

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

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

224. 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)

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

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

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

228. 228
EXPERIENCE
PROTOTYPING
KNOW SUGAR - TAKING TRAINING AND INFORMATION TO THE HIGH STREET (2014)

229. VALUE OF
DIGITAL FOR
MENTAL HEALTH
GDS/DEPT. HEALTH/DEPT. WORK+PENSIONS

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

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

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

233. DISCOVERY
HOLDING BACK FROM
SOLUTIONS
ARTICULATING NEEDS
AND JOBS TO BE DONE
CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
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234. CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
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235. CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
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Timeline

236. ] Most usedMost used Least usedLeast used
Least trusted
Point of Contact:
Online
Phone
Face to Face
Kind of support:
Work related
Mental health related
Both
Other
Most trusted
]

237. CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
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238. CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
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239. CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
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240. The employment journey
Three user groups
CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
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241. CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
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Three user groups
Unemployed
Insecure Employment
Fulltime Employed

242. CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
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243. CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
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244. CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
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245. CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
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UNEMPLOYED
UNDERSTANDING WHICH JOBS TO APPLY FOR
DEALING WITH THE EMOTIONAL SIDE
OF JOB-HUNTING
DEALING WITH THE PRACTICAL SIDE
OF JOB-HUNTING (CVS/INTERVIEWS)
HELPING PEOPLE BUILD NETWORKS
AND EXPERIENCE

246. CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
SNOOK
UNEMPLOYED
As someone who is unemployed, I need encouragement
and tools that give me belief in my own abilities, because
I have low self-esteem.
Unemployment can be fundamentally confidence sapping,
uncertain and stressful.
“Feeling a fundamental lack of confidence and sureness about
the future, not knowing if you are ever going to get a job…
Being skint, you know, which brings all the other things like
not being able to pay the bills or finding that stressful, getting
knock-backs, not hearing from jobs or not getting interviews”
Sarah (35)

247. CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
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248. DIGITAL VALUE
Information
Support and Community
Tracking Health and wellbeing
CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
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249. PRE-ALPHA
SERVICE DESIGN:
MULTIPLE SOLUTIONS AND LAYERS
TO SERVING COMPLEX NEEDS
CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
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250. CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
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251. CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
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252. 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.
CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
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253. CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
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254. CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
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255. CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
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256. CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
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257. CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
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WHERE NOW?
MENTAL HEALTH DIGITAL
CHALLENGE (UK)
DWP AND UNIVERSAL CREDITS
NHS CHOICES

258. 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

259. AS A _________
I/THEY NEED TO _________
SO THAT THEY CAN ___________

260. RE-DESIGNING THE
LEARNER
JOURNEY
SCOTTISH GOVERNMENT

281. CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
SNOOK
WHERE NOW?
COLLEGE APPROACH
WAIT ON DIGITAL SERVICES TO
CATCH UP
CFE/EDUCATION FOLLOW UP

282. RE-DESIGNING
GLASGOW COUNCIL
WEB (AND CULTURE)
GLASGOW CITY COUNCIL

327. CULTURAL DESIGN
CONTENT DEVELOPMENT WORKSHOPS
CITIZEN PANEL
END TO END SERVICE RESEARCH
DEVELOP PERSONAS
CREATING DIGITAL TOOLS FOR MENTAL HEALTH AND EMPLOYMENT SUPPORT
THE POINT PEOPLE
SNOOK

329. WHAT NEXT?
GET ON THE FRAMEWORK
BITESIZE REPORT ‘NEWSPAPER’
USER TESTING
24 MONTH STRATEGY/COACHING

330. KNOW SUGAR
DESIGN IN ACTION

331. 331
EXPERIENCE
PROTOTYPING
KNOW SUGAR - TAKING TRAINING AND INFORMATION TO THE HIGH STREET (2014)

332. SUGAR AND DIABETES
RE-BRANDINGKNOW SUGAR | DESIGN IN ACTION

333. 333
KNOW SUGAR
KNOW SUGAR - TAKING TRAINING AND INFORMATION TO THE HIGH STREET (2014)

354. 354

355. 355

358. 358

361. 361

363. sarah@wearesnook.com
@rufflemuffin
@wearesnook
@cycle_hack
@dearestscotland