Sometimes the most difficult part of the research process can be getting full buy-in from the project team. This can be especially true when the team have strong opinions on what needs to be done and the research is contradicting this. This can lead to conflict and the validity of the research being questioned.

However, there are ways to bring the project team with you and get their buy-in and support at every stage of a project.

#userResearch #serviceDesign

https://design.scotentblog.co.uk/involving-people/

This is an exercise I like to run at the start of any project. It’s based on a tweet a long time ago by Jamie Knight (and Lion, of course).

The exercise is simple. At the start of any digital project, get the whole team – devs, testers, writers, designers, stakeholders, literally anyone you can round up – together, in-person or virtually, and ask the question:

Who are we willing to exclude?

#serviceDesign #Inclusion #accessibility

https://design.scotentblog.co.uk/who-are-we-willing-to-exclude/

Frontstage magic requires backstage rigour.

Most service failures aren't visible to the user until they've already happened, because the problem was behind the scenes.

The beautiful form. The six-week wait. The user who never knew why.

#ServiceDesign #ServiceBlueprint #PublicSector

Over the years, we have made a variety of different tools to help us and our colleagues in Scottish Enterprise’s digital teams.

These range from Miro templates to how-tos and digital widgets. But, until now, they’ve been scattered across a range of different places – Github Pages, Codepens and on posts in this blog.

So this is an attempt to gather them together in one place. We hope you’ll find them useful.

#serviceDesign

https://design.scotentblog.co.uk/toolbox/

Thanks to some truly inspirational collaboration with my colleagues recently, we’ve figured out a way to create a user story map from a Miro table.

Best of all, the story map and the table are synced. So if you update one, the other updates at the same time. No need to maintain two artefacts, or copy/paste anything. Two views. One underlying reality.

#serviceDesign #storyMap #miro

https://design.scotentblog.co.uk/how-to-create-a-user-story-map-with-a-miro-table/

As the team leader for the user centered design team at Scottish Enterprise I hear comments such as 'We don’t really know what you do or who you are’ and also ‘But don’t you just build websites? Why do you care about all this other stuff that’s not digital?’

#serviceDesign

https://design.scotentblog.co.uk/how-many-people-does-it-take-to-design-and-build-a-service/