Digital Identity Scotland – User research on the road

March 21, 2019 by No Comments | Category Digital Identity, Digital Public Services, Digital Scotland

Welcome to this latest update from the Digital Identity Scotland team.

From a user research and business analysis perspective, a lot of our recent work has focussed on understanding the various interests of service provider organisations in digital identity.

This is a key area for our programme, for it is vital the process of proving identity is designed to meet the needs of both people and services.

Our recent service provider workshop offered great insight on some of the various approaches to identity assurance by a cross-section of services delivering public services in Scotland. Representatives from councils, government agencies and other public bodies told us all about the various layers of assurance they have in place for the services they provide, and what they would like a new approach to deliver.

Over the last two weeks, some members of our team with interests in user research, business analysis and engagement have hit the road in order to gain more detailed perspective. This led us to the Scottish Public Pensions Agency in Tweedbank and Perth and Kinross Council in Perth, where service delivery teams from both organisations generously gave us several hours of their time to talk about how identity assurance works in detail across different services and channels.

Jess meets colleagues at the Scottish Public Pensions Agency

Marianne and Seye meet colleagues at the Scottish Public Pensions Agency

Marianne meets the team at Perth and Kinross Council

Marianne O’Loughlin, Senior User Researcher, said:

“As well as members of the public, we need to make sure services’ needs are adequately met. These meetings were helpful in understanding challenges faced by two very different organisations; the Scottish Public Pensions Agency, which has one core service offering, and Perth and Kinross Council, which offers a variety of local services.

“During both visits, it was really insightful to spend time discussing practical issues such as interoperability of information within organisations, how face to face and online transactions are managed and challenges involved in engaging with different age groups of service users. We are grateful to both the Scottish Public Pensions Agency and Perth and Kinross Council for helping to inform our work.”

As well as our user research work progressing, our Digital Identity Scotland Programme Board also met last week. Look out for a further blog post on that very soon.

Contact the team at

Past blog posts:
Online Identity Assurance (including our Programme Plan)
What have we been doing? Come see for yourself
Come to our Show and Tell
Welcoming expert and stakeholder input
Focus on technical
Approaching the next phase
Listening to your views
An open approach
Pre Alpha
Working with OIX
Join us in our proof of concept stage
Opportunity to attend next National Stakeholder meeting
Thank you stakeholders
Collaborating through OIX
Voices: Ruchir Shah
See you in 2019
Introducing Digital Identity Scotland
Understanding the services’ perspective
Workshop insight

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