Filed under: bigsociety, design studies, design thinking, made me think, master of design, people I like, reading and writing, Red Jotter Work, service design, servicedesign
This weekend I travelled down to London to be part of a festival at the South Bank Centre.
“This festival celebrates something we all have in common. Death is a subject we are fascinated by and fearful of; it is a favourite topic of all arts and all societies find rituals to deal with it. But most of us ordinary mortals find discussing it quite tricky – even though the more information we have about it, the easier it is to face. This weekend is not about morbidity, sentimentality or sensationalism. In fact it’s a weekend full of delight and humour. It’s about hearing the powerful stories and surprising facts from people who have had to sort out practically and emotionally how to face up to the greatest and most challenging of all certainties.”
Jude Kelly, OBE, Southbank Centre Artistic Director
Where to begin? I was utterly fascinated by every single person in the audience. I sat in audiences made up of every age, race and character. But why a death festival? Lemn Sissay, Associate Artist at the South Bank Centre, started to answer that question for me by reciting some of his poems. Invisible Kisses raised enormous applause and was the one that really touched me. He asked all of us why we don’t celebrate crying and where do we go to cry? Jude Kelly set the tone of the weekend by sharing the loss of her son to cot death, her openess was admirable and I really believed her when she talked about why she wanted to curate a festival of death in the first place.
What’s the one thing you’ll do before you die? People shared their new year’s resolutions, pledges and life-long dreams on a giant chalkboard as part of an on-going international project by artist Candy Chang. This was so simple yet so effective. I loved coming in on the Sunday to see it blank again and watch it filling up over the day. I was amazed by the range of statements on it – everything from ‘become a farmer’ to ‘loose weight’. This is a classic example of a what Snook call “generative design techniques” that are used to connect, innovate, make, tell and share. Generative tools must be useful and usable for all types of people and it doesn’t get much simpler than a blackboard. Tools like this provide a design language for everyone, designers as well as non-designers, to provoke imagination, stimulate ideas and stir emotions and Candy Chang is superb at creating them on a large scale.
Sam Winston created a pop-up registry office, commemorating the quarter of a million people who are born and die in the space of 12 hours around the world. I drew circles to represent my loved ones and register their names in writing. The reason this worked so well was the fact that unlike the blackboard it didn’t really have any emotions attached to it. I read a whole wall of names, but they were just names with no messages or personal anecdotes and that made it work. I liked that they focused on birth as well as death. Although projects similar to this sometimes feel a little self indulgent this one felt it was in the right place at the right time.
I went along to a death cafe, described as a “good old heart to heart and a nice slice of cake”. By a chance twitter meeting I discovered one of the girls who was sitting across wrote a detailed post about the experience ( we were advised the session was confidential but the post does give you a feel for what it was like ) I was intrigued by the funeral director who spends his time taking photographs of funeral shop fronts as they are so out-dated and in-humane. I think the concept of death cafe is brilliant and the idea of a pop up death cafe lends itself well to Start Up Street Stirling.
“Overall, the discussion was disjointed yet eye-opening. Even with my limited experience of death and loss I found it fascinating. Understandably, I don’t think it’s a subject most people want to dwell on all the time and I can imagine people thinking that it’s a strange way to spend an afternoon. However, in a forum such as this and made cheerier with tea and cake, there is no reason why we shouldn’t be more open and progressive about discussing a universal subject which remains something of a taboo in our society. Death Cafe has plans to branch out from their Hackney home and encourages people to hold their own meetings. So if you ever get the opportunity to attend one of these dark tea parties, I urge you to give it a try. You’ll be almost guaranteed to meet a weird and wonderful selection of people and it’ll certainly give you food for thought.”
‘Gone but not erased: Digital Death’ was led by PhD student Stacey Pitsillides, she talked to us about what happens to our data after we die. She is also involved in Digital Death Days - which I’m interested in too. I must admit I was disappointed in this session as a lot of questions were posed but no answers or alternative solutions were shown. I follow Stacey online and didn’t discover anything I didn’t know already but I think the questions she is asking are highly relevant. For example, do I need a will for my digital self ? Will all funeral homes follow the example of Conley Funeral Homes in Ireland who live stream funerals for relatives who can’t be there in person? Of course my data is part of my digital personality so I wonder how my family and ( offline ) friends would know who I love and respect in my online world? In the past when someone died their relatives sort out their home and all their belongings, now the same thing has to happen to our laptops and our i-phones? It’s a fascinating area and it looks like the place to be connected to around all this stuff is Digital Beyond . I wonder if Facebook and Twitter are thinking about formulating death policies?
Meghan O’Rourke talked to an audience about her memoir ‘The Long Goodbye’ which is a profound exploration of the nature of grieving. She wrote the book after her mother died from cancer at 55. I am in awe of her story and her openness. She talked about grief in a way I have never read about or heard before – so real and raw. The reality is that we don’t know how to behave when someone dies – no-one shows us or tells us – it is the one experience that unifies us and such an opportunity for connection – is a sympathy card the best we can do? Meghan talked about the work of Kevin Young and shared beautiful snippets of poetry that helped her face her grief. Isn’t it curious that our society is somewhat comfortable with mass grieving for people we don’t personally know but we find it so difficult to be open with bereaved people we do know. Meghan introduced me to the concept of anticipatory grief – something that happens when you are told a loved one only as a certain time to live. This also happens when loved ones are diagnosed with long term conditions as their families grieve the person they were before the disease.
Over one million people die by suicide every year, and there are an estimated 15 to 20 million attempted suicides every year worldwide. I went along to “Suicide – not waving or drowning” to listen to a panel of experts talk about the causes of suicide, the effects of suicide spots on local communities and how different cultures and religions view suicide. Film maker Jez Lewis showed us his film ‘Shed your tears and walk away’ and I was shocked to learn that the police and the NHS boycotted the showing of the film in the local area. I have read about the idea of suicide becoming infectious in The Tipping Point but watching this video reinforced the fact that the more people you know who have committed suicide the more it becomes an option – it becomes the norm. Statistics really matter when it comes to suicide mainly because they don’t reflect the truth – five people on Jez’s street had committed suicide yet the statictis didn’t show anything abnormal. Also, statistics don’t break down suicide by race or ethnicity which is important when 75% of those who commit suicide are men. The language around suicide is also topical because people find the word ‘committed’ offensive.
Rosetta Life presented a series of short films made with people with life-threatening illnesses about the things that matter most ; stories of cancer, self discovery and truth that go to the heart of pallIative care. They showed a wonderful film of a lady dancing with the hands of a man with a neurological disease. He told the camera “Movement keeps me in relationship” – there was something so powerful about these films around the intimacy of touch. It seems at the end of your life touch becomes a clinical thing but touch is so important. Touch and intimacy in health is an area I want to know more about as I think it could add so much value yet we shy away from it – even when we are healthy! I am looking forward to the book Cassie Robinson is curating,due to be published in Spring of this year, with 14 authors, discussing the practice and experience of intimacy and vulnerability in different aspects of our lives, and how empathy scales in public services. Death is surely one of the most intimate experiences and yet often happens in a clinical situation. We were shown an incredible film commissioned by Labour peer and political strategist Lord Philip Gould, who died in November 2011. There was a part of me that watched this thinking of the people who could never afford to have a film made or a story written about them before they die – yet so many probably could if they were shown how easy it was using flip cams, wordpress and the like.
This event was most definitely one of a kind. I met some fantastic people such as Dr John Troy from the Centre of Death and Society at The University of Bath , chaps from the service Tell Us Once, ladies from The Samaritans and the folks from Dying Matters. It was great to meet people who were enthusiastic and keen to listen to my ideas and share their stories and experiences.
I can’t wait to see what The SouthBank Centre are going to do next in the space and I really hope they step up to the mark in terms of doing something really worthwhile and meaningful. Jude Kelly shared a little of the feedback she had got so far – next time people want to talk about survivors guilt and accidental murder ( of course the latter evoked a reaction ) maybe by then someone will have developed a ‘Kill My Facebook’ app or death will have become a disease that is curable.
To give you an insight into the scale of the conversation, here are some figures from #deathfest.
“500 tweets generated 829,478 impressions, reaching an audience of 143,340 followers within the past 24 hours”
I can say with absolute confidence the Death Festival has made me think differently and taught me things about the world and myself. Now I feel it is my responsibility to share my experience with all of you and I want you all to ask yourself two questions:
1: What do you want done with your body when you die?
2: Have you told your next of kin?
Asking these questions can open us up to really human and loving conversation.
Snook are working with Cassie Robinson to determine how we go about making a difference in this space. This weekend’s conversations confirmed our thoughts around the massive need for people-centered thinking around end of life services. There are several areas in particular such as the transition between paediatric to adult care, the learning about death in education and the absolute basic need for practical information. There are also issues and problems around the role of intimacy in health and and how services are joined up, after all there is no shared languages or rituals. And of course it isn’t all about services or design, but the fundamental human nature of it and how we share that as a culture, letting go and making room for new.
The one theme that cropped up time and time again for me over this weekend was storytelling. The anecdotes tell the truth in suicide – statistics and numbers don’t tell the truth because we learn through stories. Every single thing death throws at you there is a story somewhere proving you can do it. There are stories about making or doing – where a 93 year old train driver tells you his life lesson is to fight for what you believe in.
We need to find a relaxed way to talk about the things that unite us. What about the relationship the media has with death? The way the Hebden Bridge suicides were reported was simple not acceptable! Designers might not think of themselves as a storytellers, but in many ways, they are. The success of a designers work is dependent upon how well we tell the story and narrative of our process to the world and this is just one example of where I think the skills of designers link up with this space. Are death services seen as public services? it would appear the answer is no – they are seen has either charitable or money-making with little in between.

Do you know people doing good work in this space? Do you have a story you would like to share? Do you want to join us in looking at death with curiosity? Send me an email at lauren (at) wearesnook (dot) com
Filed under: people I like, reading and writing, Red Jotter Work, service design, servicedesign
The idea for Community Lover’s Guide to the Universe was conceived in Rotterdam in April 2011 by Tessy Britton and Maurice Specht.

Following the fantastic response to the collaborative book Hand Made (40,000 online readers), which was published in Autumn 2010, the idea evolved that they might be able to start producing local versions of Hand Made.
Since announcing the project in June 2011 the team have 20 confirmed voluntary editors and another 10 or so in discussion. Their ambition is to publish about 50 editions in the next 12 months!
Tessy explains:
A few weeks ago Maurice Specht turned to me on the way to Schiphol airport and said ‘So when are we going to bring out a Hand Made for Rotterdam?’.
What a brilliant suggestion!
Since then the idea has really taken off with 12 community enthusiasts already volunteering to edit special local editions – collectively now called the Community Lover’s Guide To The Universe. Since we brought out Hand Made last August the number of people-led projects has continued to grow and we wanted to explore both the common themes, but also the unique cultural ideas and interpretations from all parts of the world.
We also wanted to start to show how places that are buzzing with community activity and projects are amazing places to live, increasingly more amazing than places with cool architecture or luxury shops. Community brings places alive, gives us new and interesting ways to contribute and connect … and there are signs already that people are finding places that have this creativity and excitement going on highly desirable.
Community can’t be mass produced and it can’t be ‘delivered’. But in rising numbers there are a lot of very excitable people just getting on and making and shaping their local communities for themselves. This series of books will create the opportunity for them to tell their stories, which in turn we hope will encourage other people to put aside any hesitations they might have and get more involved in their neighbourhoods.
So I have a brilliant excuse to get oot and aboot in Glasgae and meet all you community evangelists and capture your stories. Who should I talk to? Where should I go? Who do you think should be in the Community Lover’s Guide to Glasgow?
Filed under: amsterdam adventure, design thinking, made me think, reading and writing, Red Jotter Work | Tags: birthday, design, experience, redjotter, service design
Redjotter is two today!
This post I wrote two years ago was where it all began. ( hat tip and a smile to Arne ) this year has been pretty hectic ; completed my Masters degree, started up two companies, moved into a new flat in Glasgow, spoke to alot of policemen and went through a pot of red nail varnish … but it’s the people who read what I write, support me and inspire me everyday that make all this possible so thank you very much and here’s to another year of redjotter! Bigger and better!
Filed under: design thinking, made me think, reading and writing, Red Jotter Work, service design | Tags: papers, service design, snook, writing
The International Journal of Design is publishing a special issue on designing for services that emphasizes a human-centered design approach to service design.
They have devised various categories:
Theme One: Design of Service Encounters
This includes the design of useful, usable, and desirable encounters between the server and the customer. Specific articles might address these topics:
- User experience design and thinking
- Expectations, emotions, and experience of the customer with regard to service design
- The matching of customer expectations and service design touchpoints
- The connection between service encounter satisfaction and quality of service design
- Technological, non-technological, or hybrid service encounter design
Theme Two: Service Design for SMEs
This includes how small and medium-sized enterprises (SMEs) can benefit from service design by using it to better understand their customers and to contribute to their bottom line. Specific articles might address these topics:
- Case studies of service design for SMEs
- Business impact of service design on SMEs
- Service design processes, tools, and methods for SMEs
- Barriers to the use of service design in SMEs
- Service design consultancy for SMEs
Theme Three: Co-creation in Service Design
This includes the implementation of co-creation with stakeholders to effectively and efficiently enhance service design. Specific articles might address these topics:
- Types of co-creation in service design
- Strategies for co-creation in service design
- The value of co-creation in service design with regard to the customer experience
- The actual and potential roles of stakeholders in service design
- How to successfully execute a service design project using a co-creation team
Theme Four: Service Design and Change of Systems
This includes the development of service design competence and the development of models to use for dealing with changes taking place in the complex systems of service organizations. Specific articles might address these topics:
- The emerging role of service design in organizational change in terms of culture, structure, or process
- New service design models for change
- How to successfully create service design competence in an environment that is undergoing change
The deadline for abstracts is 31st August 2010. Snook are going to share adventures under theme three and four! What will you write about?
Filed under: people I like, reading and writing, service design, servicedesign | Tags: books, design for service, dissertation, jeff howard, servicedesign
Jeff Howard from Design For Service has created a new initiative:
“Service Design Books is a co-created library of recommended reading for service designers. It’s a community website. Anyone can add a book to the library and add ratings, tags or comments to help people make sense of an emerging field.
There are over forty books in the collection from a dozen different curators but that’s just the beginning. For this initiative to thrive it’ll need a little more help. Take a look at the collection and add your perspective. If you’ve read one of the books take a moment to rate it and if you think other service designers should read it as well then second the recommendation.
It’s easy to add your own picks to the collection. Just type a book title or an ISBN code to import a book. It should take less than a minute and you can always go back later and edit the information. The site is open to everyone.”
Service designers draw inspiration from across disciplines and that means that a raw list isn’t always enough of a roadmap for people to triage unfamiliar reading. I think this could be very valuable, especially for students! This is a chance to devour all the books out there and ask questions to the people who submitted them about what they learned! This is something that I battled with throughout my dissertation “An Exploration into the Evolving field of Service Design” three years ago and Service Design Books wouldn’t have been the brain child of a university librarian. That’s why this field is so exciting and different in my eyes… I also think Service Design Books would add great value to Making Service Sense.
Let’s make this the best it could be and share what we read and why!
I watched Panorama ‘The Cuts – Can you fight back?’ recently and it really made me think. The journalists traveled all around the UK from Fife to Northampton, Wirral to London, and proved that council taxpayers are not ready to sit back and watch much-loved public services disappear without a fight.
In Fife, people are taking to the streets to “save their music” and in Glasgow they just lost the fight to save their swimming pool.In Northamptonshire, the “Conservative Road Show” has been traveling around the communities asking people where they want the cuts to be. The interesting bit came when the journalist asked people what they thought of this new approach:
“It’s a con, it’s like a murderer asking if you would like to strangled or smothered”… “Who am I to say where the cuts should be? I am only one person, I know what is important to me and my family but it feels rather selfish”… “I think it’s brilliant they are listening to our views”
I found this fascinating, I think designers often assume that a huge part of the answer lies in listening to people and asking about their opinions. The truth is this is only part of the solution.
The program highlighted the brilliant grassroots movement that happened in the libraries of Hoylake. People in the community would not accept the decision to close their local library: “Without our library this will become a ghost town”. The ladies behind the initiative some advice for people who find themselves trying to fight back on a decision their council has made:
- Do not give up
- Make a nuisance of yourself every day of the week
- Take names so you can hatch a rescue plan
The journalist visited North Glasgow where people are trying to save their community centre.
”There is nothing in this town except the community if they take it away we will have nothing.”
The council did offer space at a near by community centre but the residents admit most of them can’t afford the bus fair for themselves and their children.
When the councilors run things they sometimes don’t work and don’t make money, when people in the community run them they can make it work. People are taking to the streets to protest at the cuts and some have decided to just run the services for themselves. Does this mean there is going to be a revolution in the way councils do things?
Joanna Killian, the Chief Executive of Brentwood Borough, Essex ( who earns £230K a year, that is £50,000 a year more than the Prime Minister ) has big ideas to enable families to buy their care direct from the provider. This means councils are having to completely re-design the way they offer services. Joanna described it as “helping people to help themselves…it is called reablement” (this chimes with Snook’s work with Research in Practice for Adults) the show filmed Peter, aged 80, and his wife, aged 87 talking about the new way of delivering support.
”We don’t want to go into care and don’t want to be dependent on our families”
Panorama have created a ‘Fight Back Map‘ so you can see who is fighting back and where in the UK. So maybe it’s not about what your council can do for you but what you can do for your council…
more about “video « Redjotter“, posted with vodpod
Filed under: design thinking, made me think, people I like, reading and writing, service design | Tags: john seddon, public services, reading, service design, systems thinking
A little bird told me there has been a interesting follow up to John Seddon’s book ‘Systems Thining in the Public Sector’ which is being described as ‘proof of the pudding’
Delivering Public Services that Work is a book of Case Studies showing how Systems Thinking has been applied to a particular public service in six local authorities. Each case study – written by the manager or project leader responsible – describes what was done, how it was done and the results achieved.
‘Someone rang me just to thank me this morning. They didn’t want anything. They just wanted to thank me. I’ve worked here for 8 years and that’s never happened before. I was so surprised I didn’t know what to say.’ Team member, Stroud District Council, quoted in Delivering Public Services that Work
Seddon’s prescription then and now (for the UK and for any other country using the quasi free market model for public services) is this:
- scrap the myth of ‘choice’ (because the public don’t want a choice of hospitals, they want a good hospital)
- scrap targets (because they don’t work and people spend their time trying to massage the statistics)
- scrap specifications (because they’re wrong and they don’t work)
- scrap inspections (because they’re expensive to do and to prepare for and they only serve to ensure that people are doing the wrong thing correctly – meeting bad specifications)
- scrap ‘deliverology’ (because it’s nonsense)
- scrap the obsession with sharing administrative and back-office services in huge call centres and ‘data warehouses’ (because they don’t work half as well as front offices where people talk to the public)
- scrap the Audit Commission (because it’s a white elephant)
- scrap the centralised regime that oversees the disastrous public sector (because it is the problem)
Then use systems thinking to understand and fix problems and deliver joined-up public services that …
- work better
- work faster
- save money
- delight the public and
- delight the people who deliver those services.
This book offers practical examples of how ‘systems thinking’ can both save money and transform services.
“There is currently a lot of talk of ‘designing services around customers’, of ‘better community engagement’, and of ‘innovation in the front line’; all laudable ideas but with little more than hope that they will produce improvements in services. This book showcases exactly how to go about realising those hopes; it lays out clearly the method to be adopted and demonstrates the results that can be achieved. It should be the first thing anyone aspiring to improve our public services should read.”
Andy Nutter, Director of Governance and Transformation, Islington Council
Filed under: made me think, reading and writing | Tags: journalism, the times
My breakfast reading was a little unusual this morning - it was a newspaper from 128 years ago: The Times, Saturday the 19th of March 1881.

So what kind of services were on offer 105 years before I was born?
I wonder how different ‘the middle class and jobless’ would feel if they could sell themselves for work like this gentleman:

So we know the weather from yesterday … surely you want to know the weather for the current day?

Sadly, some things never change…

I was fascinated by how people used to sell themselves, their products, services and organizations, particularly the language and tone they used. It seems that back then people offered their own skills and talents as individual services…
Filed under: reading and writing, service design | Tags: community, people, poetry, service design
This is a translation of a poem that was written by Lao Tse three thousand years ago. There are 27 known different translations of this, because the meanings from that long ago are very fluid. This version has been used as inspiration for community workers since the nineteen fifties.

Go to the People;
Live among them;
Love them; Learn from them;
Start from where they are;
Work with them; Build on what they have.
But of the best leaders, When the task is accomplished,
The work completed, The people all remark: “We have done it ourselves”Lao Tsu
Filed under: people I like, reading and writing, service design | Tags: engine, jeff howard, joe heapy, publication, reading, service design book
A new service design publication is on it’s way next summer… Service Design: A design for new challenges written by Joe Heapy, co-founder and director of Engine. I met Joe at Service Design Drinks in February, he recently collaborated with Demos to research and publish, The Journey to the Interface, a pamphlet setting out the role of user-centred approaches to service design in the public sector.

“In Service Design, Joe Heapy looks at the ways people use services, the ways innovative organisations across sectors are now looking to develop the services we use; and the new needs that they’ve created for us. The author identifies the reasons why organisations need to adopt new methods to develop their understanding of how services work and how to go about designing really good ones; and the importance of designing services with and not just for people.
Service Design outlines Engine’s approach to innovating and designing services and that of other design and non-design organisations. The author identifies trends in the design of services and the big issues and opportunities that are shaping the services that we use.”
Thank you to Jeff for discovery!
Graham just reminded me – why is it hundreds of dollars? Very inaccessible…
Filed under: made me think, reading and writing, service design | Tags: community, gordon brown, voluntary service
Initially discussed in 2006, Gordon Brown has launched The National Youth Service, which will make every young person do 50 hours of voluntary work by the time they reach the age of 19.
The Prime Minister said a pledge to introduce compulsory community service would be included in Labour’s next General Election manifesto. Under the scheme, the work is likely to become part of the National Curriculum. It would be integrated into moves to make everyone stay in education or training until the age of 18 by 2011.

Mr Brown insisted: “It is my ambition to create a Britain in which there is a clear expectation that all young people will undertake some service to their community, and where community service will become a normal part of growing up in Britain.And, by doing so, the contributions of each of us will build a better society for all of us.”
“That would mean young people being expected to contribute at least 50 hours of community service by the time they have reached the age of 19. This will build on the platform provided by citizenship classes as they develop in our schools. But because the greater part of what I envisage as community service takes place outside the school day, it will require the close involvement of local community organisations and charities.”
This appears to be a promising intent to engage young people with services. But what will this look like? Is it realistic?































