Slides presented by Catriona Macaulay at Start Somewhere event, November 2016

1. The Scottish Approach to Service Design
Starting Somewhere

2. Start Somewhere…

3. EXPLORE HOW SERVICES ARE
DESIGNED NOW
PROTOTYPE HOW THEY COULD BE
DESIGNED IN THE FUTURE

8. THE VISION

10. Scottish Approach to Service Design: Definition?
THE COMMON PRINCIPLES, TOOLS AND
METHODS THAT CONTINUOUSLY
CONNECT THE ORGANISATIONS AND
PEOPLE CHARGED WITH DESIGNING
AND DELIVERING A PUBLIC SERVICE
WITH THE PEOPLE WHO WILL USE IT,
SO THAT THEY CAN DESIGN AND
DELIVER IT TOGETHER.

11. Public Service Reform
SCOTTISH PROGRAMME
FOR GOVERNMENT
2015/16
This is a collective endeavour (…) We
believe that by involving and engaging
citizens and communities in the design
and delivery of services, by removing
barriers where we come across them,
and by working more collaboratively
within and across public service
boundaries, we will deliver the change
needed.

12. Scottish Approach to Service Design: Principles?
Using our public services should be as
simple and straight forward as it can be.
As Simple As They Can Be
Users should be in the room when design
decisions that affect them are made.
Users In the Team
All of Scotland’s people should be able to
participate in the design of our public services.
No One Left Behind
Learn, understand, envision,
make, test and deliver together
Always Connect
User Not Organisation Needs
Ensure services are delivered in the best way
possible to solve user’s problems and meet
user’s needs. Users should not need to
understand how the public sector works.
Collaborate, Share, Reuse
Work with other organisations to make the
user’s journey coherent and minimise
duplication, and to improve the efficiency of
design.
Inclusive and Accessible
Our tools and methods must be accessible and
inclusive – anyone who wants to should be able
to participate in any public service design
activity.
With, Not Just For
Public services are how governments deliver
their policies – designing with and not just for
enables both policy and implementation to
continuously improve.

13. We need more people with user research
and design skills – how will we get them?
(Sustainable) Capacity
Without them public service wide sharing,
reuse and collaboration are impossible.
Common Tools and Methods
How do we help citizens participate
in design in inclusive and
meaningful ways?
Capabilities
How do we build user focussed service
design into the DNA of orgs designing
public services.
Culture Change

14. Start Somewhere:
Your Turn!

15. Scottish Approach to Service Design: Model?
DESIGNING THE RIGHT THING DESIGNING THE THING
RIGHT
PROBLEM SOLUTION