In a digital world, the demands on public services are changing, and so too is the way in which those services are designed. Empowering individuals and communities – by involving them early in the design process – has become an integral of building digital services ‘around the citizen’. 

The Scottish Approach to Service Design (SAtSD) has codified a number of core principles which guide the way government thinks about its digital approach – from organisation to end user. 

Join our Future of Service Design engagement events to get the latest news, insight and practical guidance to bring service design into your organisation.

Key themes:

  • Assessing services and making recommendations for change 
  • Principles of collaborative and joined-up services 
  • Technology-enabled platforms and shared services 
  • Transitioning from legacy services to user-centred approaches 
  • Citizen engagement – from user research to co-design and development