{"id":3460,"date":"2020-09-30T12:20:56","date_gmt":"2020-09-30T12:20:56","guid":{"rendered":"https:\/\/blogs.gov.scot\/digital\/?p=3460"},"modified":"2024-07-11T13:58:39","modified_gmt":"2024-07-11T13:58:39","slug":"sg-payments-project-keep-on-collaborating","status":"publish","type":"post","link":"https:\/\/blogs.gov.scot\/digital\/2020\/09\/30\/sg-payments-project-keep-on-collaborating\/","title":{"rendered":"SG payments project – Keep on collaborating"},"content":{"rendered":"

Blog by Fiona Maclellan, Senior Service Designer, Product and Commercial Division.<\/strong><\/p>\n

The SG payments project has taken a user-centred approach since it began in 2018. This has involved working closely with users through the Discovery phase, our Alpha build and as we prepare for our next phase. We recently posted<\/a> about the project\u2019s progress, and how we have begun building payment management software with the help of Scottish public sector organisations. We hope this software could eventually be used as a common, simpler way of managing payments across the public sector, as well as freeing up resource in Scottish public sector organisations to focus on front line service delivery rather than on building and running back office software.<\/p>\n

This blog looks at how we have used the Scottish Approach to Service Design<\/a> to :<\/p>\n

\u2022 help define our processes and identify our users\u2019 needs
\n\u2022 link up with the new Scottish Government Design System<\/p>\n

How user needs drive our process<\/strong><\/p>\n

We know building a fully-functioning payments service means creating software that:<\/p>\n

\u2022 stores and gives easy access to an up-to-date transaction record
\n\u2022 gives users of the software the key functionality they need to make payments smoothly<\/p>\n

We decided the best way to make sure these key user needs are met, and our software is as simple to use as we want it to be, was to take a user-centred design approach, which is summarised in this diagram:<\/p>\n

\"\"<\/p>\n

Using our Discovery phase insights as a springboard, we set out to include users in the designs we were producing during the Alpha phase of our project. Users played a role in:<\/p>\n

\u2022 helping us prioritise the functionality we were looking to deliver
\n\u2022 designing wireframes
\n\u2022 testing the usability of prototypes across 3 design rounds<\/p>\n

Our users have told us that trust, security and control are the three most important elements in a payments service. These 3 themes now sit at the core of what we have been building and testing:<\/p>\n

\"\"
\nTrust<\/strong>: users must feel confidence in a payments system (i.e. that the system is secure, well maintained, functioning properly and is reliable).<\/p>\n

Security:<\/strong> when making and receiving payments, users identified safety as being key, in particular protecting transactions, data and safeguarding against fraud and ID theft\/deception.<\/p>\n

Control:<\/strong> users highlighted that a payments service has to be accessible, simple to use, clear and consistent<\/p>\n

To help get the most from user-centred design, we\u2019re designing our service using an iterative process. This means that we\u2019re creating our service by moving through 4 stages:<\/p>\n

\u2022 designing
\n\u2022 building
\n\u2022 testing with users
\n\u2022 listening to users\u2019 feedback<\/p>\n

Each time we finish these 4 stages we go through the stages again and include what we learned from the last cycle, until we\u2019re confident we have a product ready to go live. This process doesn\u2019t follow a straight line: it takes commitment from the project team, time for users and patience from stakeholders. But it’s in this process that we find the best way forward, helping build momentum with those who will use our service.<\/p>\n

Scottish Government Design System<\/strong><\/p>\n

To help build trust and familiarity with users, we use the Scottish Government\u2019s Design System to ensure a consistent Scottish Government look and feel to our service. Our home screen is a good example of us using Scottish Government patterns to create a consistent Scottish Government look and feel:<\/p>\n

\"\"<\/p>\n

About the Design System<\/strong><\/p>\n

The Scottish Government created its design system to help the public sector design digital services. A design system keeps things simple for users by creating common user interfaces. This saves the public sector time and money by creating reusable building blocks that can be slotted into a service, rather than the organisation needing to design everything from scratch.<\/p>\n

The Scottish Government Design System includes:<\/p>\n

\u2022 pattern libraries, including code you can pick up and use for common website components, such as site headers and footers
\n\u2022 layout guides, including standard web page templates
\n\u2022 guidelines about the best fonts, font sizes and colours to use
\n\u2022 guidelines about image use that meet the latest accessibility regulations<\/p>\n

The Scottish Government Design System is a work in progress and it is evolving as we continue to build our payments service. Recently, the Design System team shared where they are up to, and you can find out more in their blog post<\/a>. We\u2019ve found it an invaluable guide.<\/p>\n

What\u2019s next?<\/strong><\/p>\n

During the Alpha phase, we were lucky enough to partner with 3 organisations. Our ability to scope out the needs of users with these organisations has been fundamental to the Alpha design process – without them we would have been basing far too much on our own assumptions. Moving forward, we will be working with the same 3 partners, and hope to use the Alpha prototype to help us develop other parts of our service, including onboarding material and planning the types of support we\u2019ll need to offer users. We\u2019ll talk about this more in our next update, when we introduce our growing team and our ambitious plans for Beta.<\/p>\n

If you have any questions or comment feel free to post below or get in touch with us directly:\u00a0SGPaymentService@gov.scot<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Blog by Fiona Maclellan, Senior Service Designer, Product and Commercial Division. The SG payments project has taken a user-centred approach since it began in 2018. This has involved working closely with users through the Discovery phase, our Alpha build and as we prepare for our next phase. We recently posted about the project\u2019s progress, and…<\/p>\n","protected":false},"author":317,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5,6,16],"tags":[19,54,40,22,141,402,59,131,115],"class_list":["post-3460","post","type-post","status-publish","format-standard","hentry","category-digital-public-services","category-digital-scotland","category-scottish-approach-to-service-design","tag-digital","tag-digital-public-services","tag-digital-sector","tag-digital-transformation","tag-platforms","tag-scotpayments","tag-service-design","tag-sgpayments","tag-user-centred-design"],"yoast_head":"\nSG payments project - Keep on collaborating - 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\/2020\/09\/30\/sg-payments-project-keep-on-collaborating\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"SG payments project - Keep on collaborating - Digital\" \/>\n<meta property=\"og:description\" content=\"Blog by Fiona Maclellan, Senior Service Designer, Product and Commercial Division. 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