Redjotter


Death: A Festival for the Living by redjotter

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



Edit 2011: dig by redjotter

This is Edit for the 10th time around, but the for the first time in the beautiful and mysterious area of Røros. It is an old mining town so the theme of ‘Digging’ fits very well.

This conference was originally a computer conference for designers and illustrators, it has gradually changed over the years. Today, the conference aims to increase the understanding of visual communications and the role it plays in society. I am excited these guys are keen to explore Service Design at such an event.

Keetra Dean Dixon was first up, she calls herself an Experiential Choreographer and is the brains behind the fabulous hugging wall which I have experienced as a hugger and a huggee. Keetra challenges herself with ‘one-a-day’ projects which is something I attempted many times at University but never seemed to have the discipline for. I like the idea of pushing yourself to make something in 24hours and then share it. Listening to Keetra reminds me very much of my ambitions when I was at high school – I wanted to design products that would bring surprise and delight to people’s everyday. I must be honest and say that now I find this kind of work fairly self-indulgent. But it works and it’s beautiful and there will always be a place for it.

Marius Arnesen then talked about his journey of making a documentary about the Norwegian Army in Afghanistan. His talk was mainly made up of film footage and I will be honest and say it was very scary and shook me up a little. I am grateful for his bravery to show such footage to an audience mainly made up of traditional designers.

He talked about the reality of war. The fact is it’s not all action – it’s 99% eating, sleeping and waiting. I sensed from the audience that the link between this talk and design wasn’t clear. For me, the way Marius talked about going into this situation and having to become friends with the soldiers first echoed the way we design. It’s about real human to human trust and Maurice’s job is to get close to people.

Robert L. Peters shared many quotes that inspire him. One that stuck with me was the fact that 85% of what we know today comes through our eyes. For me, this reinforces the reality that designers see the world differently and can make thoughts, ideas and visions visible. I would have liked to see examples of what Robert has achieved by following quotes such as ‘think sideways’ and ‘aim high’ and I must be honest and say that I don’t think design is responsible for ‘creating the future world our children will live in’ . I think design is part of the solution, but many other fields and disciplines have a role to play.

It was then my turn to take to the stage and I have never before received such a spectacular introduction. Check out the video below starring Bård Brænde.

I talked about Snook and our vision for transforming the way public services are designed and delivered in Scotland. From conversations I’ve had with the organisers I know that socially motivated Service Design is very new in Norway . Thank you to everyone who talked to me afterwards and shared their inspirations and ideas with me following my talk.

Thank you to the team at Edit2011 for keeping me cosy and inviting me to part of your event.


Community Lover’s Guide To The Universe ( oh, and Glasgow ) by redjotter
September 20, 2011, 9:51 am
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?



Here’s tae us; wha’s like us? by redjotter
September 16, 2011, 8:27 am
Filed under: made me think, people I like, Red Jotter Work, service design, servicedesign

Andrea Peach, a lecturer and craft historian at Gray’s School of Art in Aberdeen, is writing an academic paper entitled “Contemporary Craft and the Commodification of National Identity in Scotland after 1970“. Her research is mostly based on craft and craft policy in the 1970s, but she is trying to draw some contemporary parallels. Andrea was in the audience at my recent keynote at Craft Connected where there was a little burst of chatter in the audience about how creative Scots use their Scottish identity as part of thier brand. James Donald and I were eager to let the audience know that we are both very proud of our roots and see travelling away from home as a great excuse to show off our tartan. This snap ( although slightly resembling a girl band album cover – not intentional ;) below was taken by Adam Lawrence in Berlin and Snook are very proud of it!

“It was also interesting to note at a recent Craftscotland conference, titled Craft Connected that contemporary makers were not ashamed to rely on Scottish tropes to generate interest. James Donald, a weaver and one the makers who will be represented at the Craftscotland launch in America, said that he always wears his kilt when promoting his work abroad, and Lauren Currie, Director of the Scottish service design consultancy Snook , said that she is happy to wear her tartan tights when promoting Scottish design.”

Andrea has asked to interview me about the relationship between my work and the notions of ‘Scottishness’ and frankly I can’t wait!

Oh, and here is a translation of the title: “Here’s tae us ; wha’s like us? dam few – and they’re a’ deid! ” = “Here’s to us! Who is as good as us? Damn few and they are all dead”

What are the connections between your roots and your work? and thank you to the beautiful blog that is Scouts Honor for the photograph.



My advice to all art school students by redjotter

All around the UK, Universities are welcoming their first year students through their doors – bright eyed, bushy tailed and facing a lifetime of debt, Mike Press is one of those chaps who sees it has his mission to fill them with passion and self-belief. He asked me to make a little video to give the students one piece of advice.

Here’s what you guys came up with…

What would your advice be?



People don’t know how to search by redjotter
July 14, 2011, 10:56 am
Filed under: Red Jotter Work, service design, servicedesign

So I’ve had an idea.. initially I began this research with the intention to enter my idea into The Scottish Social Innovation Camp - I decided not to as Sarah was a judge and I wanted to spend the weekend sharing my learnings from MyPolice rather than push my own idea out there. At the same time there was an exciting event going on in London called Interactivism, I offered my visualisation skills from afar and was really excited when I heard some of the winning ideas – particularly Jemima’s idea around creating a browser to enable you to see your most visited and favourite sites with clear visuals.

The real reason people don’t go online is they don’t know how to search. My idea is called Step On. It is the interface between the blank canvas of a search engine and your everyday life.

This service is aimed at people who know about the internet and are fairly competent on computers but say ‘What would I use it for?’ and ‘I don’t know what to search’. I meet so many people ( of all ages ) who think the internet is only for booking holidays and playing games.

I envision this service would be PRE GOOGLE – it would answer questions to determine a range of internet media – videos / audio / visual  / sites / forums related to your ‘interests’ so if you told it you were interested in knitting it would show you all the sites / videos / patterns.

The problem is that when you search google ( until recently ) all the blue links look the same – it’s difficult to tell these are all made up of podcasts, tv programs, articles, films and pictures etc.

Step On shows you how and why the internet is relevant to you. I believe the reason alot of people aren’t online is not because they don’t know how – they just don’t see how it fits into their lives – they don’t know you can watch tv  / listen to music / make new friends / trace family tree/ watch music videos from their childhood etc…. You can’t choose to engage with something if you don’t even know it exists!

“While the battle for digital access is being won, we now face a struggle to convince everyone the net is worth using,” said Professor Richard Rose, of the Oxford Internet Institute.

People give up quickly on search engines – because they don’t know what’s available they don’t know what to look for and so they never understand what the web can do for them. We need a filter because Google is too blank and it’s overwhelming. I think that Google hasn’t yet fully succeeded because of the vast size of their database. Who needs 2 billion matches for Britains Got Talent? Google works brilliantly because the design is so simple and because the sophisticated users discover stuff they like and then people who search for “Web” believe that they’ve got the best answers.

I think we need help. We need Step On – it will ask clarifying questions after you’ve done a bad search. It is an interface for accessible computing that gives the impressions this is not about computers it’s about people and their lives. It makes the web  more accessible by tailoring the results and options to fit in with your life and your interests.

“64 percent of people say they don’t go online because the web’s just “not for them”, says Martha Lane-Fox 

I’m looking forward to connecting with Jemima and sharing my vision for Step On and hopefully playing a small part in creating something extraordinary!

What do you think ? Talk to me…



Libraries, shelf life and service design by redjotter

The Edge 2011 conference was organised by the City of Edinburgh Council to show how virtual libraries are revolutionising local authority service delivery. The two-day conference at the Caledonian Hotel on the 3rd and 4th of March brought together top local government figures from the UK and beyond to explore how libraries can be key to delivering council services, e-government, learning and digital inclusion. You can see all my snaps from the event here.

Brian Gambles, the Assistant Director of Culture for Birmingham City Council, described future libraries as empowerment centres and thinking platforms. Although I was glad when he brought the focus right back to basics and asked “what problem are we trying to solve?”. It seems the library sector often gets caught up in the new and shiny – a new kiosk, a new building, a new website – instead of asking the simple questions first: “if timeliness is so important why are libraries open when it suits staff?”

I spend alot of time talking, thinking and writing about ‘service’ so I was curious to see the reaction when Brian prompted the crowd to think about the difference between service and experience. The answer is very important – they are two very different things. As Adam responded from the virtual world – “the same as the difference between cooking and taste”

When you really stop and think about libraries – what they were, compared to what they are now, it really makes you think about how people engage with information and ideas. I wasn’t surprised to hear speakers ponder over why communities that have good local services have a low opinion of their council. It’s the classic case of hitting the target but missing the point. A phrase that I also think could be applied to the image below.

Culture change tips from the library of Hampshire

Culture change tips from the library of Hampshire

Cultural attitudes of staff are crucial for libraries right now because they are defining new value for their industry. Libraries are often the glue that h0lds communities together, that’s the kind of statement that should be on the list above! The image above shows culture change from a library perspective – Snook’s perspective is very different. Our idea of culture change is focused on creating organisations that have the ability to cope with and do innovation and as a result produce new / improved services that deliver value. We believe the way to do this is embedding design-led activity in the DNA of organisations.

Kevin Winkler from New York Public Library talked about decreasing back stage activity and decreasing the number of touch points – this is all language that service designers are familiar with although I don’t agree that getting rid of all the touchpoints is the answer. Asking ‘why’ about each touchpoint would be a better place to start.

The audience

The audience

Nicky Parker from Manchester City Council talked very strongly about ‘automation’ and the fact that ‘people want stuff done for them’. I couldn’t disagree more. I felt this talk in particular was focused on ‘sexy pictures’ and ‘visioning’ as opposed to real conversations about what the public want.

Words are very important in the library sector. Infact, over the course of the two days the speakers compiled a list of ‘dirty words’

  • cuts
  • big society
  • money
  • frontline ( it was decided front of house was a better phrase to use )
  • volunteer ( it de-values people and should be referred to as a ‘gift of time’ )
  • customer
  • service

I don’t think this list is very valuable. The value is in speaking a human, simple language that everyone can relate to. Hat tip to Alan Barr from The Big Partnership for telling the librarians their websites are dull and social media is about being social. The truth is that staff make or break any service and these are exciting yet scary times for library staff. What if they say or do something wrong? It does seem safer to stay behind the counter but the library landscape is changing. Dave Coplin, Director of Search at Microsoft ( and the chap behind The Envisioners ) delivered this point brilliantly to wrap up the two days. He encouraged staff to make friends with the IT guys and persistently tell them you need their help to change culture! Dave reminded the audience we are all on a journey and have to be on it together. The reason that’s so important is because we need to provide momentum and inspiration for the libraries all over the country bursting with ideas and unable to bring them to life because of bureaucracy. Afterall, that’s how we get others to understand our ideas – it’s about mindset

Libraries are at an interesting cross roads and we need to make it clear that this is not about technology or tools it’s about culture. Think about how how people perceive change and how they perceive the service you deliver! It’s time to let go and really believe in your organisation and your service

You can watch a video of my talk here and read a write up by the team at Edge ‘The user journey towards better services”

If you would like to know more, Joanna Ptolomey puts it far better than I ever could in both her articles  Service Design on the edge and I’ve quite literally been to the edge and back.

Brilliant to finally meet @chibbie and @dcoplin and hang out with my buddies @mikemclean and @allanbarr. I’ll end this post with some fantastic snippets of insight from Arne : if libraries are not willing to become obsolete than that is exactly what’ll happen to them. Throw out the library completely, start with value and how to co-create it, and then you’re designing the new library…get people engaged in your service and it will grow naturally.

To any libraries reading this – be more open as a profession and let the public share ideas with you – the public want to make their own decisions. I promise.



Ahoi aus Berlin! by redjotter
October 13, 2010, 8:51 am
Filed under: servicedesign

Snook are at The Service Design Network conference in Berlin today! Come and say hello! ( look out for three pairs of tartan legs )  If you can’t be here ( or your in uni or school today ) and want ask a question let us know! email me, tweet me or leave a comment…

Oh, and Sarah will be on stage at 12.35 – 13.05 talking about Get Go Glasgow. GO GO GO! … or tweet us @wearesnook to join in! Follow the event at #sdnc10

“Get Go Glasgow is an example of the service design process resulting in a viable social enterprise. This process focused on making issues and feelings tangible for people living in a deprived community. it is part of an exciting relationship between community work and service design. This is not conceptual, it’s real. The people of Wynford now have £20,000 because we used service design to create monetary value and improve peoples lives!”



The Big Event: Have direct elections got the X factor? by redjotter

Politics just got more interesting! The BIG Event was the CSPP All-Party-No-Party Conference in Edinburgh.

I sat in the front rows of the “Have direct elections got the x factor?” session, where the main questions being asked were around the election of a civil leaders and the election of police commissioners. The feedback from the panel suggested the coalition and Eric Pickles are a bit confused about these issues claiming “our public government is rubbish at experimenting”.

“City Mayors, elected Health Boards, Police Commissioners – do they have the X Factor? Ex English mayor, top legal brain and elected health board head, face the judges in the live final – will they convince respected academics and political commentators, Richard Kerley and John Curtice?”

Aiden Rave, previously an elected mayor, now the MP for Doncaster North – talked about his experience of being an elected Mayor in Doncaster, where he had tremendous accountability but very little responsibility. This led to people falling out with politics in Doncaster. His learnings from this experience were:

1. You don’t get transformative change happening by bolting something onto an existing structure that it wasn’t made for

2. For these elections to work you need to change accountability at local level

3. Other roles subject to election too for this way of doing things to have the impact we want it to have

His message to the audience was to take local government back to first principles and I was delighted by his optimistic outlook that now is a better time than any for true innovation.

The group questioned the role of the back bencher. Supposedly, they have nothing to do and they are bored so they do fairly pointless things…I’d been keen to hear you comments on this topic as I have never met a back bencher before :)

Richard ended on a really powerful phrase that got me thinking: ‘Power is never given , it is taken’

I think the question we should be asking is : are local mayors a step in the right direction for  a renewal for local democracy?

Tom Haplin from SACRO was up next, Tom started out as a young divisional commander in Mary Hill ( where I was last week when I got a lift to my meeting from the train station staff )

Tom began is talk by referencing the Holocaust ; a time when police and politicians wore the same outfit ( literally ) and had the same power. He spoke of the real dangers that present themselves when politics interferes in operational control in policing. Let’s make sure we learn lessons from history!

So what do the police think about electing police commissioners? The LGA claim it will add £50 million to running a policing board and ACPO claim it will add £100 million over a 4 year period to run a police authority.

Tom also voiced a fear that people will focus on personality when electing these members therefore the quality of service may be compromised.

Keith Geddes took to the stage, a fellow Scot who put himself forward to be elected for the Fife health board. He began by talking about the birth of the NHS, when the British Medical Association called the concept of the NHS fascist.

62 people in Fife bid to be elected for this position and each of them got 250 words each to sell themselves to a community of 400,000 people. Some of them got an advert in local paper, leaflets and a facebook group. The reality for most of the candidates was a small booklet containing 62 paragraphs of 250 words each. It was uninviting and tedious. It got posted through every citizen’s letter box

The moral of his story was: what matters is where your name is in  the alphabet! Not what you said or did but what your second name was? The chosen candidates had surnames beginning with ‘A’ or ‘W’. I’ll let you work out the rest…

So why do we want to elect policing and health? What has made us feel this way? Will they improve societal impact? Surely, this will only work if people participate?

Questions from the audience:

Can Scotland afford more democracy – yes!!
Can elected members be removed? no – only if they are given a prison sentence
Is there a public appetite for this? – yes!!
Will this way of doing things increase equality? Will people disadvantaged from being part of this process now be involved?  Where did this debate come from? Is this all a plot from the big bad government to distance responsibility?
Will this help people re-engage with politics? Surely, the past has shown us that new forms of elections do not insure participation.

( hat tip to alex stobart for pointing me in the direction of this event and as the pic would suggest the big event was severely lacking in ladies!! )

What do you think the answer is?



Let’s eat service design cake by redjotter

Snook hooked up with Richard Arnott ( also known as servicejunkie ) last time we were in London and we had a great conversation about interesting goings on in Bristol, Cornwall and other places far away from Glasgow.

Amidst my notes from our chat was a reminder to have a peek at some of the companies in Cornwall. I have followed Kathryn Woolf’s tweets for a while but had never explored the company she co-founded in Cornwall – Sea Communications.Their latest project looks great ;  New Work Cornwall aims to boost the skills of people in Cornwall & open doors to new job opportunities.

I am really curious about how we can visualise and simplify services and systems and I was inspired by this charming approach by the team at Sea Communications.

These models are the outcome of a co-design workshop:

“The best bit of the day for me was when all the children arrived after school and got busy drawing floor plans and making a community centre out of cake & sweets! This gave me an opportunity to talk to some of the mum’s about the idea of a community centre reward card / loyalty scheme which they thought would work really well. The basic idea being that residents could exchange volunteer time for points that they could cash in for things like cinema tickets, food, electrical goods, travel vouchers etc.”

You can see many more pics of the workshop here.

This finding inspired me to look back at the last time I worked this way during the creation of Making Service Sense. I made a Service Factory and really explored the notion of being ‘a service architect’ and all I remember is that it was genuinely fun.

It’s like art attack meets blueprinting … love it.



An interview with Service Design Hub by redjotter

Yesterday I had the absolute pleasure of being interviewed by the lovely Suze Ingram ; a user-experience designer, founder of Service Design Hub in Australia and a big thinker.

You can find out more about the hub and follow Suze on twitter. Yet another inspiring conversation with someone who is sowing the seeds of service design in their own country where it is still unknown and unfamiliar.

Thank you Suze for a great conversation and I am sending you smiles from one side of the world to the other.



being a patient by redjotter

I am obsessed with service, to borrow a phrase from Richard I think I am as close as it gets to being a service junkie. This means that  I spend my days devouring every tweet, article and policy about the health service, patient experience and the role design can play in that.

In the early hours of Thursday morning I woke up with unbearable pains in my stomach. To cut a long story short, I phoned the NHS 24 hour help line twice, on the second phone call they referred me to the out of hours GP, who then referred me to casualty who then took me to a ward.  They kept me in for two nights and I had an ultra sound scan, blood tests, all kinds of other bodily tests ( ! ) and the conclusion is they think I had an infection in my appendix that has sorted itself out.

I have never been a patient before so there were many things that I noticed, appreciated, felt could be better, even when poorly those ” design lenses ” picked up detail and feeling.

It was the absence of communication that increased my anxiety. The taxi driver drove us to the hospital in silence – which made me think of Barry Schwartz’s talk on our loss of wisdom and the way he describes the role of a hospital janitor. I’ve just moved into a new flat and had no idea where we were, if he had let me know we were only five minutes away it would have made the journey a little easier.

When I arrived I was asked to put a gown on, and my first instinct was why? Then being moved to the surgical ward, my first thought was does this mean I am going to have surgery.

And at shower time… where was I meant to go? are there towels and shampoo in there? well I didn’t want to ask, what if they thought I was treating the place like a hotel! Alice, in the bed next to me filled me in , there is only hair mousse ( or moss as she called it ) so I asked another long haired lady for some shampoo … the nurse gave me a towel.

Walking in to all these things for the first time, in pain, in a strange place, was the time I needed that extra bit of reassurance. I’m sure when you work in this environment all of the time you can take for granted the normality of it, and also the pressures of being emotionally attentive to people must be tough. But an explanation of the simple things between each new experience would have made a difference.

After those first few hours though, and into the rest of Thursday, Friday and Saturday, I was able to immerse myself more in to the ward. My bed was straight across from the desk so I could eavesdrop and watch all the goings on.

The staff seem like best friends, constant winks and giggles brought sunshine into the ward and I knew they were happy to be there. They come to work every day and genuinely laugh out loud, I don’t think there are many people who are lucky enough to feel that way at their work.

The last experience I had with the NHS in Stoke Mandeville Hospital was horrific and inspired me to write an article on why the NHS needs service design. This experience was totally different and has inspired me to make a thank you card for all the staff in ward 16!

The NHS help line was particularly good and they helped me so much. Simple things like reassuring me they would call me back if our line got cut off and telling me they would make sure I got the attention I needed.

It’s all about people, from how we communicate to how we smile. The staff in ward 16 are faced with people who are bored, stubborn, tired and anxious. Yet they see past that and go out their way to make sure you are comfortable and as at ease as you can be. The doctors really explained what was happening to my body and why and the nurses really cared. You can’t buy that, or teach it. That’s what I call true service.



Master in Service Design 2011 Competition by redjotter

The Domus Academy have launched a service design competition to win a scholarship for their new Masters Course In Service Design.

The new master in Service Design is devoted to create the next generation of humanized and pleasurable service experiences. The design-driven approach to Service Design and management and the human-centric view are the driving forces for the innovation of service industries.

So you can enter this competition and send your service idea proposal to get a scholarship!

Volcanic Ash Cloud Shuts Airports:

The inconvenience generated by unpredictable events can become an occasion for companies to offer service plus.

Due to the ash cloud, in the last months, most people experienced canceled flights and flight’s delay during their traveling time, with all the related soft or serious damages : waiting at the airport for hours or days, being forced to stay longer in a city-hotel, getting fresh clothes, feeling anxiety in flying close to the ash cloud, loosing important family or business events, queuing to find alternative travel arrangements and get information on next flights or trains, working in any place without your own stuff.

Consider one of these possibilities inconvenient situations to design a service idea that companies such as Airports, Airlines, Hotels, Travel Agencies, or even Telecoms could offer to their clients to alleviate the problems encountered. Often simple ideas and signals of courtesy become distinctive and value for customers.

The deadline is the 6th September…do you want to study Service Design in Italy? I think this is a great opportunity – and what do you have to lose? if you don’t win you have still answered a very relevant brief! Let me know if you are going to enter …



service design books by redjotter

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!



Snook are going to Scotweb2 by redjotter

On Friday Snook are going to the Third Annual ScotWeb2 event in Edinburgh, Scotland, UK. The event is aimed at people of all ages to come and share their experience of collaboration on the internet…that means YOU!


This event is aimed at the following folks:

  • Central government, local government, NHS and other public sector employees
  • School children and their teachers ; students ; those in their middle age and the older generation
  • ICT people ; teachers ; life-long learners ; communications ; marketing ; PR
  • ICT Developers. programmers ; social media ; digital enablers
  • Campaigners from NGO and third sector
  • Public, private and third sector employees
  • Business and social enterprises
  • Academics ; students ; FE and HE

The event showcases enterprising, innovative and entrepreneurial behaviours in the web 2 world:

  • Stewart Kirkpatrick talk about Scotland’s first on-line newspaper The Caledonian Mercury,
  • Mike McTernan on mobile devices and the web
  • The City of Edinburgh Council web team on their work with new CMS and Jadu,
  • Nokia on mobile trends
  • Iain Henderson on Vendor Relationship Management and Personal Data Stores from Mydex,
  • Peter Ashe on the NHS user-centred long term conditions project ALISS ( tip top -can’t wait for this one ;)

“This time we focus on individuals, organisations, communities, social enterprise, businesses, local and central government, and other public sector agencies working with web 2.0 to grow a sustainable economy and deliver public services and public value to the people of Scotland.In the afternoon we will have more of an Un-conference feel with suggestions and discussions primed by participants”

If all these types of people turn up it is going to be a good one. We will be having conversations about:

  • Social media and how it is used
  • How to set up social media options and advocate for change
  • Engaging with different generations
  • Is social media helping people make connections and feel happier ?

The organiser, Alex Stobart, is keen to involve students and graduates in the event – please get in touch with him and come along. He is brilliant and the event will be too. It makes sense.




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