Hacking the organisation: tales from the frontline on embedding design

A 45 minute Case Study by:

Sarah Drummond


Theme: Design in practice: case studies, tools & techniques

About this Case Study

Service design is going in-house. Organisations are commissioning agencies to help them on this journey. They come at various stages - from those with with no capacity at all to mature organisations - all taking service design, and elements of it, to improve what they offer to customers.

However, it’s never easy - and there's no recipe book for these organisations, or for the agencies working with them. We’ll share lessons from working with Tesco, Musgrave, Sodexo and the business side of public services on how we and our clients are hacking organisations to make service design stick and scale. We will present small tips and tricks we have picked up, and some wider insights on what we’ve seen at the coal face.

About the Speaker

Sarah is the co-founder and Managing Director of Snook, an award-winning design consultancy working at the forefront of civic, public sector and democratic innovation. Sarah focuses on making social change happen by re-thinking public services from a human perspective, and regularly lectures and speaks around the globe on service design, innovation and civic engagement.

Sarah is a serial idea generator. She has co-founded MyPolice, CycleHack, Dearest Scotland and The Matter. She was awarded a Google Fellowship for her work in technology and democracy.

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