{"id":5598,"date":"2025-07-23T12:34:36","date_gmt":"2025-07-23T12:34:36","guid":{"rendered":"https:\/\/blogs.gov.scot\/digital\/?p=5598"},"modified":"2025-12-15T12:40:19","modified_gmt":"2025-12-15T12:40:19","slug":"refreshing-scotlands-digital-strategy-part-3-using-co-design-in-stakeholder-engagement","status":"publish","type":"post","link":"https:\/\/blogs.gov.scot\/digital\/2025\/07\/23\/refreshing-scotlands-digital-strategy-part-3-using-co-design-in-stakeholder-engagement\/","title":{"rendered":"Refreshing Scotland\u2019s Digital Strategy, part 3: Using co-design in stakeholder engagement"},"content":{"rendered":"<p><strong>Blog post by Sam Hill, Senior User Researcher in Scottish Government&#8217;s Digital Directorate.<\/strong><\/p>\n<p>I\u2019m<span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">a user <\/span><span data-contrast=\"auto\">researcher<\/span><span data-contrast=\"auto\">.<\/span><span data-contrast=\"auto\"> This is a profession that specialises <\/span>in running processes of learning together, testing things out, before reflecting on how well those changes went, or might go if we were to implement them. <a href=\"https:\/\/www.gov.scot\/publications\/the-scottish-approach-to-service-design\/\">The Scottish Approach to Service Design<\/a> is a good introduction to what we do.<\/p>\n<p>Last autumn, colleagues working on the Digital Strategy for Scotland asked our design team in Digital Services to pitch ideas for how we might engage stakeholders in a more meaningful way. \u2018Meaningful\u2019 in that stakeholders should feel heard and supported to contribute in a way the strategy team can easily act on.<\/p>\n<p>A useful lens on strategy is as a \u2018complex\u2019 problem. I mean this in a technical sense, that it involves:<\/p>\n<ul>\n<li>Unclear options \u2013 i.e. uncertainty on the range of workable options that are available<\/li>\n<li>Unclear choice \u2013 i.e. little agreement on what should be done<\/li>\n<\/ul>\n<p>This lens gives those of us in public &amp; stakeholder engagement a precise task:<\/p>\n<p>\u201chow might we manage these two aspects such that we realise the right vision in the right way?\u201d<\/p>\n<p>One way might be by understanding the variety of barriers getting in the way, then developing an approach that lifts these barriers for as many individuals involved as possible i.e. purposefully and thoughtfully test what the strategy is doing or what it might do against the diverse &amp; conflicting needs of individuals in the real world.<\/p>\n<p>You can understand more about the rationale behind this way of thinking by looking into fields like contemporary complexity science, systems practices (like \u2018portfolio\u2019 approaches), and design theory. There\u2019s also a significant and rapidly growing body of empirical evidence from organisations like the Observatory for Public Sector Innovation that governments are achieving more for their publics by being intentional about reflection, creativity, and facilitating collaboration.<\/p>\n<p><strong>How we approached refreshing engagement<\/strong><\/p>\n<p>Between December 2024 and February this year, our design team immersed ourselves in Digital policy: reviewing literature and speaking to experts across government.<\/p>\n<p>Then we designed a survey for Local and Scottish Government stakeholders which would allow them to reflect on 2021\u2019s <a href=\"https:\/\/www.gov.scot\/publications\/a-changing-nation-how-scotland-will-thrive-in-a-digital-world\/\">Digital Strategy for Scotland. <\/a>They considered the barriers they faced in their daily work when pursuing its goals, what they felt enables them, and described opportunities they saw for improvement.<\/p>\n<p>The responses provided more context-specific insight and a basis for discussion which we hoped would resonate with participants. In short, the survey enabled us to have participants set the agenda.<\/p>\n<p>All of this was summarised under \u2018the situation\u2019 on a \u2018three horizons\u2019 framework. We displayed large canvasses on the walls around each workshop venue and asked participants to wander around, critiquing them, and developing a shared understanding in the room for the four policy areas covered by the strategy \u2013 Digital Inclusion; Digital Economy; Digital Education and Skills; Digital Public Services (see fig 1).<\/p>\n<p><a href=\"https:\/\/blogs.gov.scot\/digital\/2025\/07\/23\/refreshing-scotlands-digital-strategy-part-3-using-co-design-in-stakeholder-engagement\/miniature-3-horizons-framework-002\/\" rel=\"attachment wp-att-5602\"><img decoding=\"async\" class=\"alignnone wp-image-5602 size-medium lazyload\" data-src=\"https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2025\/07\/Miniature-3-horizons-framework-002-300x225.png\" alt=\"\" width=\"300\" height=\"225\" data-srcset=\"https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2025\/07\/Miniature-3-horizons-framework-002-300x225.png 300w, https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2025\/07\/Miniature-3-horizons-framework-002-683x512.png 683w, https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2025\/07\/Miniature-3-horizons-framework-002-560x420.png 560w, https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2025\/07\/Miniature-3-horizons-framework-002.png 758w\" data-sizes=\"(max-width: 300px) 100vw, 300px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 300px; --smush-placeholder-aspect-ratio: 300\/225;\" \/><\/a><\/p>\n<p>Figure 1: an image of a three horizons framework<\/p>\n<p>The objective of the workshop was to see what that middle wave (\u2018the intervention\u2019) could and should be from our stakeholders\u2019 perspectives. We thought if the right variety of people think about and then detail how we go from \u2018the situation\u2019 to \u2018the vision\u2019, we\u2019d begin the refresh process with a rough but immediately usable understanding of the directions of travel most enabling to stakeholders.<\/p>\n<p>After getting everyone (quite literally) on the same page, we gave participants systems thinking tools like <a href=\"https:\/\/docs.google.com\/presentation\/d\/18ZN0mHN5ab0TZ0WsnYon31L1r6KnPzFMaLywcBPbYYY\/edit?slide=id.p2#slide=id.p2\">causal layered analysis,<\/a> and supported them in using them to figure out what sorts of root causes might lie under the barriers summarised in \u2018the situation\u2019.<\/p>\n<p><a href=\"https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2025\/07\/Miniature-root-cause-analysis.png\"><img decoding=\"async\" class=\"alignnone wp-image-5603 size-medium lazyload\" data-src=\"https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2025\/07\/Miniature-root-cause-analysis-213x300.png\" alt=\"\" width=\"213\" height=\"300\" data-srcset=\"https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2025\/07\/Miniature-root-cause-analysis-213x300.png 213w, https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2025\/07\/Miniature-root-cause-analysis-728x1024.png 728w, https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2025\/07\/Miniature-root-cause-analysis-768x1080.png 768w, https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2025\/07\/Miniature-root-cause-analysis-364x512.png 364w, https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2025\/07\/Miniature-root-cause-analysis-299x420.png 299w, https:\/\/blogs.gov.scot\/digital\/wp-content\/uploads\/sites\/5\/2025\/07\/Miniature-root-cause-analysis.png 1044w\" data-sizes=\"(max-width: 213px) 100vw, 213px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 213px; --smush-placeholder-aspect-ratio: 213\/300;\" \/><\/a><\/p>\n<p>Figure 2: an image of a root cause analysis tool<\/p>\n<p>Participants then looked at different roles local &amp; national governments in the UK often play in effecting change: e.g. as a convenor, a regulator, a steward, etc. Participants contributed statements describing how different roles might take certain actions to address the \u2018root causes\u2019 they had identified earlier.<\/p>\n<p>Later that day we revisited these \u2018opportunity statements\u2019 participants had contributed to the three horizons canvasses, and groups then worked together to develop and refine these into more developed proposal canvasses detailing \u2018the intervention\u2019.<\/p>\n<p><strong>Reflections<\/strong><\/p>\n<p>The final step of the project for our team was summarising what we heard for everyone involved. If we return to those aspects of complex problems &#8211; agreement and choice &#8211; it was good to see our co-designers respond to that summary with a lot of discussion around how to move in the directions their proposals from the workshops had in common, and little disagreement over the direction of travel.<\/p>\n<p>Our team\u2019s involvement in refreshing the National Digital Strategy was about exploring new ways to facilitate collaboration, as opposed to simply co-operating, or co-ordinating, activity across the strategy. The productive conflict between evidence, ideas, approaches, interests, and constraints that characterise real collaboration can feel uncomfortable, but by experimenting with process design, visualisation and systems thinking I think we can keep getting better at designing with our stakeholders so they can navigate complexity alongside us.<\/p>\n<p><strong>If you\u2019re interested in finding out more about user-centred design or our work on the strategy refresh please reach out to us at <a href=\"DigitalStrategy@gov.scot\">DigitalStrategy@gov.scot.<\/a><\/strong><\/p>\n<p>Scottish Government\u2019s Digital Directorate, COSLA and Digital Office for Scottish Local Government are working together to refresh our joint\u00a0<a href=\"https:\/\/www.gov.scot\/publications\/a-changing-nation-how-scotland-will-thrive-in-a-digital-world\/\">Digital Strategy for Scotland.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Blog post by Sam Hill, Senior User Researcher in Scottish Government&#8217;s Digital Directorate. I\u2019m\u00a0a user researcher. This is a profession that specialises in running processes of learning together, testing things out, before reflecting on how well those changes went, or might go if we were to implement them. The Scottish Approach to Service Design is&#8230;<\/p>\n","protected":false},"author":597,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6,493,469,491,494],"tags":[19,54,146,123,95,37],"class_list":["post-5598","post","type-post","status-publish","format-standard","hentry","category-digital-scotland","category-digital-strategy-for-scotland","category-scotlands-digital-strategy","category-the-scottish-approach-to-service-design","category-user-design","tag-digital","tag-digital-public-services","tag-digital-scotland","tag-scottish-approach-to-service-design","tag-scottish-government","tag-user-research"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Refreshing Scotland\u2019s Digital Strategy, part 3: Using co-design in stakeholder engagement - 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\/2025\/07\/23\/refreshing-scotlands-digital-strategy-part-3-using-co-design-in-stakeholder-engagement\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Refreshing Scotland\u2019s Digital Strategy, part 3: Using co-design in stakeholder engagement - Digital\" \/>\n<meta property=\"og:description\" content=\"Blog post by Sam Hill, Senior User Researcher in Scottish Government&#8217;s Digital Directorate. 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