Digital
Putting users at the heart of ScotAccount: How research shaped the service
January 26, 2026 by Stewart Hamilton No Comments | Category Digital Scotland, ScotAccount
To celebrate ScotAccount being shortlisted in the Delivering for Citizens Award category at the 2025 Civil Service Awards, Stephanie Holland, User Centred Design Lead for ScotAccount, shares how user research has helped shape the service and continues to drive improvements.
Developed by the Scottish Government, ScotAccount launched in 2023 and delivers the Digital Strategy commitment to provide a secure and simple way for people to sign-in and, if needed, verify who they are and that they are eligible for a public service or benefit online.
This work supports the commitment to public service reform by delivering accessible, person-centred and fiscally sustainable services that reduce costs, improve outcomes, and help tackle inequalities. ScotAccount enables this by expanding people’s access to essential services through a growing suite of digital solutions, including the rollout of Digital Mailbox, mygov.scot app, and associated services such as MyCare.scot.
From the start, user-centred design has been a key principle in the design and development of ScotAccount. Our user-centred design team includes Service Designers, Interaction Designers, Content Designers, and User Researchers. They work in a multi-disciplinary team to create intuitive and accessible services that balance the needs of users with business requirements.
Designing with users
Our goal is to make ScotAccount as usable and accessible for as many people as possible. ScotAccount was developed collaboratively, with input from a range of users.
User research has been a key part of understanding users and their needs. Over the course of the programme, we’ve conducted extensive user research involving over 1,100 people from diverse backgrounds. We used a combination of research methods, including interviews and usability and accessibility testing. This approach helps us understand not only what users need but also the context in which they interact with services and their barriers to access. All insights gathered from user research activity help us shape the design and development of ScotAccount.
Listening to people with ScotAccount experience
In November 2025, ScotAccount reached a major milestone, exceeding half a million accounts created. As a result, over the last year our user research focus has shifted to understanding the experience of those already using ScotAccount. A large-scale 2025 survey gathered feedback from over 7,200 users, helping us understand what is working well and identify areas for service improvement.
What did we learn?
Overall, the feedback from those who responded to our survey was positive. We found that:
- Most users described ScotAccount as easy to use, simple and straightforward
- 84% of users didn’t have any problems using the service.
- Some users liked that it was so simple and secure to access public services online.
Here’s what some users told us:
- “Clear instructions, straightforward navigation, well-designed process.”
- “It was easy to use ScotAccount because it was easy to access and to login was so simple.”
Continuous improvement
A small number of users experienced challenges taking photographs during the identity verification process. One user told us: “Sign up was very tricky with getting the site to accept my photos, particularly of my ID”.
There were mixed views from users with accessibility needs, some found ScotAccount easy to use and navigate while others found it more challenging. One user told us: “Being an elderly applicant, I am never confident using modern technology, but I found this easy.”
We’re continually making improvements to the service to ensure it is as inclusive as possible. For example, as reported, a small number of users struggle with taking photographs during the identity verification process. Because of this insight, we’re already working on changes that will help, such as clearer guidance, better error handling, and exploring alternative identity verification options.
We record all user insights, including those that we cannot implement straight away, so we can consider them as part of future updates to the service. We also have plans to align user research insights with live service data and feedback to identify further areas for improvement in 2026.
Why this matters
User research isn’t a one-off activity – it’s an ongoing and iterative process. Every insight helps us refine ScotAccount, ensuring it remains inclusive, secure, and easy to use. By involving users in the design process, we’re aiming to build a service that works for everyone in Scotland.
Why user research matters for government services
User research is more than a design method – it’s a foundation for trust and inclusion. By engaging directly with the people who use public services, government teams can:
- Ensure accessibility and inclusivity, delivering fair and equal services and reducing barriers to access.
- Improve efficiency, by designing services that work first time and reduce the need for user support.
- Build trust, through transparent, user informed decisions that reflect real world challenges.
- Adapt quickly, using evidence to guide continuous improvement rather than assumptions.
Ultimately, user research supports teams to design both policy and services. User Researchers work with teams to develop a shared understanding of the people who may use the service and what they need, creating better experiences for everyone.
If you’d like to find out more about how ScotAccount is helping build a more inclusive, secure, and efficient digital future for Scotland, watch our explainer video, visit: www.gov.scot/scotaccount, or if you’re interested in accessing our test environment, please email: scotaccount@gov.scot.
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Tags: Civil Service Awards, ScotAccount
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