Digital

  • Understanding how we can serve people with additional communication needs

    11th June 2025 by

    Guest blog from Fiona Wright, Senior User Researcher at Social Security Scotland. Making our communications more accessible is a key focus for the user-centred design team at Social Security Scotland. From years of research and design work, we understood that some clients with additional communication needs were facing barriers to accessing our service. To understand…

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  • Scottish Approach to Service Design: Creating Conditions for Change

    3rd July 2019 by

    This blog is by Dr Dhruv Sharma, User Reaserch Lead at the Scottish Government. Amongst all the exciting stuff I do within Scottish Government’s Office of the Chief Designer, one crucial part of my job is replying to the question, “so, what does Scottish Approach to Service Design actually mean?”   Thankfully we now have…

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