The policy says one thing. The service delivers another.

Not because teams are bad at their jobs, because policy and delivery are designed separately, often by different people, in different buildings, at different times.

Bringing them together is one of the most underrated skills in service design.

#ServiceDesign #PolicyDesign #PublicSector

"With the redesigned GlobalScot service about to go into public beta, I thought it would be a good time to use the Good Services Scale to assess how well the service is performing and where it needs to be improved.

"The GlobalScot network aims to connect organisations in Scotland with worldwide business and community leaders who can offer one-to-one support, global marketing knowledge and new contacts."

#serviceDesign #goodServices

https://design.scotentblog.co.uk/how-we-used-the-good-services-scale-to-evaluate-the-globalscot-service/

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/