Digital
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Understanding how we can serve people with additional communication needs
11th June 2025 by Stewart Hamilton
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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Designing with purpose and empathy
15th January 2025 by deborahamzil
Guest blog post from Emma Jones, Content Design Lead, Social Security Scotland. Good content design is about making the user experience simple. We need to design to help people do what they need to do, and no more. We need to focus on the purpose. Finding (and sticking to) the true purpose can be hard…