{"id":1619,"date":"2015-10-06T14:58:06","date_gmt":"2015-10-06T14:58:06","guid":{"rendered":"https:\/\/blogs.gov.scot\/digital\/?p=1619"},"modified":"2018-02-20T09:22:00","modified_gmt":"2018-02-20T09:22:00","slug":"designing-content-mygov-scot","status":"publish","type":"post","link":"https:\/\/blogs.gov.scot\/digital\/2015\/10\/06\/designing-content-mygov-scot\/","title":{"rendered":"Designing content for mygov.scot"},"content":{"rendered":"

This is a post by Rachel Dowle, our Head of Content<\/em><\/p>\n

\"\"<\/a><\/p>\n

In 2012, the Scottish Government set out its intention to deliver a \u201csingle \u2013 but not exclusive \u2013 point of entry to all digital public services at national and local level\u201d.<\/p>\n

So, what does that mean for how we design content on mygov.scot?<\/p>\n

We want to make sure citizens don\u2019t need to think about organisations to deal with their complex needs.<\/p>\n

We can assume users often don\u2019t know who provides a service \u2013 whether it\u2019s provided at a UK reserved level, devolved to Scotland or administered by local councils.<\/p>\n

As a user, you might:<\/p>\n

    \n
  1. know what you\u2019re looking for and need to complete a specific task (often involving a transactional element like \u2018I want to pay my council tax\u2019)<\/li>\n
  2. know what you\u2019re looking for, but this requires multiple services and organisations (for example dealing with a change to your financial circumstances<\/a>)<\/li>\n
  3. have a need but don\u2019t know how to resolve it (for example dealing with debt<\/a>)<\/li>\n
  4. be at crisis point and have no idea how to deal with it (dealing with abuse<\/a>)<\/li>\n<\/ol>\n

    <\/p>\n

    For the first 2 examples, we\u2019ll help users make informed decisions. By building authority and trust, mygov.scot will become a single point of entry.<\/p>\n

    We\u2019ll make information as accessible as possible and streamline the process to deliver the ask citizens have of government.<\/p>\n

    However, delivering for users who have much more complex needs is where we can really demonstrate value.<\/p>\n

    To do this we have to spend time researching complex needs from the perspective of users before we consider where service providers fit in. Looking at lives and life events allows us to conduct our discovery phase without limiting our view to organisation or sector. This also allows us to validate our understanding with real users.<\/p>\n

    We work with subject matter experts to understand the technical elements of a service (such as eligibility criteria \u2013 what you need to be able to apply for something) and make sure we describe information in plain English. We peer review content to make sure it\u2019s accessible to everyone and it\u2019s fact checked and reviewed for accuracy by service providers.<\/p>\n

    Our challenge over the next delivery phase on mygov.scot is to find new ways of co-designing content with real users, so we can test any assumptions we are making about how to present the information. For example, what does a victim of domestic abuse need in terms of support when reporting a crime? We partnered with Scottish Women\u2019s Aid when producing content to get that perspective.<\/p>\n

    We recognise that needs aren\u2019t always best met by the public sector \u2013 and that digital isn\u2019t always the answer \u2013 so we signpost to trusted sources of advice, including third sector organisations like Shelter or Citizens Advice.<\/p>\n

    To make the experience as seamless as possible, we produce and maintain \u2018managed journeys\u2019, which must always work for the end user. Delivering for users does not always mean producing more content.<\/p>\n

    Feedback is an important part of our content lifecycle to make sure we constantly improve the user experience. We\u2019ll continue to test the website with real users through usability sessions, and encourage feedback on every page.<\/p>\n

    Please continue to give us feedback<\/a> and help shape our future content on mygov.scot.<\/p>\n

    Follow the team via <\/em>@mygovscot<\/em><\/a> on Twitter for more updates. Please leave comments below, we’d love to hear from you.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

    This is a post by Rachel Dowle, our Head of Content In 2012, the Scottish Government set out its intention to deliver a \u201csingle \u2013 but not exclusive \u2013 point of entry to all digital public services at national and local level\u201d. So, what does that mean for how we design content on mygov.scot? We…<\/p>\n","protected":false},"author":401,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5,10],"tags":[36],"class_list":["post-1619","post","type-post","status-publish","format-standard","hentry","category-digital-public-services","category-mygov-scot","tag-content"],"yoast_head":"\nDesigning content for mygov.scot - Digital<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blogs.gov.scot\/digital\/2015\/10\/06\/designing-content-mygov-scot\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Designing content for mygov.scot - Digital\" \/>\n<meta property=\"og:description\" content=\"This is a post by Rachel Dowle, our Head of Content In 2012, the Scottish Government set out its intention to deliver a \u201csingle \u2013 but not exclusive \u2013 point of entry to all digital public services at national and local level\u201d. 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