{"id":5793,"date":"2026-01-26T09:31:27","date_gmt":"2026-01-26T09:31:27","guid":{"rendered":"https:\/\/blogs.gov.scot\/digital\/?p=5793"},"modified":"2026-01-27T09:47:20","modified_gmt":"2026-01-27T09:47:20","slug":"putting-users-at-the-heart-of-scotaccount-how-research-shaped-the-service","status":"publish","type":"post","link":"https:\/\/blogs.gov.scot\/digital\/2026\/01\/26\/putting-users-at-the-heart-of-scotaccount-how-research-shaped-the-service\/","title":{"rendered":"Putting users at the heart of ScotAccount: How research shaped the service"},"content":{"rendered":"<p><b><span data-contrast=\"auto\">To celebrate\u00a0<\/span><\/b><a href=\"http:\/\/www.gov.scot\/scotaccount\"><b><span data-contrast=\"none\">ScotAccount<\/span><\/b><\/a><b><span data-contrast=\"auto\">\u00a0being\u00a0shortlisted\u00a0in the<\/span><\/b><b><span data-contrast=\"none\">\u00a0<\/span><\/b><a href=\"https:\/\/blogs.gov.scot\/digital\/2025\/12\/11\/scotaccount-is-finalist-in-delivering-for-citizens-award-transforming-access-to-public-services-in-scotland\/\"><b><span data-contrast=\"none\">Delivering for Citizens Award<\/span><\/b><\/a><b><span data-contrast=\"none\">\u00a0category\u00a0<\/span><\/b><b><span data-contrast=\"auto\">at the 2025 Civil Service Awards,\u00a0Stephanie Holland, User Centred Design Lead for\u00a0ScotAccount,\u00a0shares how user research has helped shape the service\u00a0and continues to drive improvements.<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Developed by\u00a0the\u00a0Scottish Government,\u00a0ScotAccount\u00a0launched in 2023 and delivers the Digital Strategy commitment to provide a secure and\u00a0simple way\u00a0for people to sign-in and,\u00a0if needed,\u00a0verify\u00a0who they are\u00a0and that they are eligible for a public service or benefit online.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This work supports the commitment to public service reform by delivering accessible, person-centred and fiscally sustainable services that reduce costs, improve outcomes, and help tackle inequalities. ScotAccount enables this by expanding people\u2019s access to essential services through a growing suite of digital solutions, including the rollout of Digital Mailbox, mygov.scot app, and associated services such as MyCare.scot.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">From the\u00a0start, user-centred design has been a\u00a0key\u00a0principle in\u00a0the design and development of\u00a0ScotAccount. Our\u00a0user-centred design team\u00a0includes\u00a0Service Designers, Interaction Designers, Content Designers, and User Researchers.\u00a0They\u00a0work\u00a0in a\u00a0multi-disciplinary team\u00a0to create intuitive\u00a0and\u00a0accessible services that\u00a0balance the needs of\u00a0users\u00a0with\u00a0business\u00a0requirements.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Designing with\u00a0users<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Our goal is to make ScotAccount as usable and accessible for as many people as possible.\u00a0<\/span><span data-contrast=\"auto\">ScotAccount was developed collaboratively, with input from a range of users.<\/span><\/p>\n<p><span data-contrast=\"auto\">User research\u00a0has been a key part of understanding users and their\u00a0needs. Over the\u00a0course of the programme,\u00a0we\u2019ve\u00a0conducted extensive user research involving\u00a0over\u00a01,100 people from diverse backgrounds.\u00a0We used a\u00a0combination of\u00a0research methods, including\u00a0interviews\u00a0and\u00a0usability\u00a0and accessibility\u00a0testing.\u00a0This\u00a0approach\u00a0helps\u00a0us understand not only what users need but also the context in which they interact with services\u00a0and\u00a0their barriers to access.\u00a0All\u00a0insights gathered from user research activity help\u00a0us\u00a0shape the design and development of\u00a0ScotAccount.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Listening to\u00a0people with\u00a0ScotAccount\u00a0experience<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In November 2025,\u00a0ScotAccount\u00a0reached\u00a0a\u00a0major\u00a0milestone,\u00a0exceeding half a million accounts created.\u00a0As a result,\u00a0over\u00a0the last year our\u00a0user research\u00a0focus\u00a0has\u00a0shifted to\u00a0understanding the experience of\u00a0those already using\u00a0ScotAccount.\u00a0A\u00a0large-scale\u00a02025\u00a0survey\u00a0gathered\u00a0feedback\u00a0from\u00a0over\u00a07,200\u00a0users,\u00a0helping\u00a0us understand\u00a0what\u00a0is working\u00a0well and\u00a0identify\u00a0areas\u00a0for\u00a0service\u00a0improvement.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">What did we learn?<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Overall, the feedback\u00a0from\u00a0those who responded to our survey\u00a0was positive.\u00a0We\u00a0found that:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Most\u00a0users\u00a0described\u00a0ScotAccount\u00a0as\u00a0easy to use,\u00a0simple and\u00a0straightforward<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">84% of users\u00a0didn\u2019t\u00a0have any problems using the service.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Some\u00a0users\u00a0liked that it was so simple and secure to access public services online.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><b><span data-contrast=\"auto\">Here\u2019s\u00a0what some users told us:<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"10\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">\u201cClear instructions, straightforward navigation, well-designed process.\u201d<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"10\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">\u201cIt was easy to use\u00a0ScotAccount\u00a0because it was easy to access and to login was so simple.\u201d<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><b><span data-contrast=\"auto\">Continuous\u00a0improvement<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">A small number\u00a0of users\u00a0experienced\u00a0challenges\u00a0taking photographs\u00a0during the identity verification process.\u00a0One\u00a0user\u00a0told\u00a0us:\u00a0\u201cSign up was very tricky with getting the site to accept my photos, particularly of my ID\u201d.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">There were mixed views from users with accessibility needs, some found\u00a0ScotAccount\u00a0easy to use and navigate while others found\u00a0it more challenging.\u00a0One user told us:\u00a0&#8220;Being an elderly applicant, I am never confident using modern technology, but I found this easy.&#8221;<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">We\u2019re\u00a0continually making improvements to the service to ensure it is as inclusive as possible.\u00a0For example, as reported, a small number of users struggle with taking photographs during the identity verification process. Because of this insight,\u00a0we\u2019re\u00a0already working on changes that will help, such as clearer guidance, better error handling, and exploring alternative identity verification options.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">We record all user insights, including those that we cannot implement straight away, so we can consider them as part of future updates to the service.\u00a0We also have plans to align user research insights with live service\u00a0data\u00a0and\u00a0feedback\u00a0to\u00a0identify\u00a0further areas for improvement in 2026.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Why\u00a0this\u00a0matters<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">User research\u00a0isn\u2019t\u00a0a one-off activity\u00a0&#8211;\u00a0it\u2019s\u00a0an\u00a0ongoing and\u00a0iterative\u00a0process. Every insight helps us refine\u00a0ScotAccount, ensuring it\u00a0remains\u00a0inclusive, secure, and easy to use. By\u00a0involving\u00a0users\u00a0in the design process,\u00a0we\u2019re\u00a0aiming to build\u00a0a\u00a0service that works for\u00a0everyone in\u00a0Scotland.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Why\u00a0user\u00a0research\u00a0matters for\u00a0government\u00a0services<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">User research is more than a design\u00a0method\u00a0&#8211;\u00a0it\u2019s\u00a0a foundation for trust and inclusion. By engaging directly with the people who use public services, government teams can:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"8\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Ensure accessibility and inclusivity,\u00a0delivering\u00a0fair and equal\u00a0services and\u00a0reducing barriers\u00a0to\u00a0access.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"8\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Improve efficiency, by designing services that work first time and reduce\u00a0the need for user\u00a0support.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"8\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Build trust, through transparent, user\u00a0informed decisions that reflect real\u00a0world challenges.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"8\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">Adapt quickly, using evidence to guide continuous improvement rather than assumptions.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Ultimately,\u00a0user\u00a0research supports teams to design\u00a0both\u00a0policy and services.\u00a0User Researchers work with\u00a0teams to develop a shared understanding of the people who\u00a0may\u00a0use the service and what they need,\u00a0creating better experiences for everyone.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">If\u00a0you\u2019d\u00a0like to find out more about how\u00a0ScotAccount\u00a0<\/span><span data-contrast=\"auto\">is helping build a more inclusive, secure, and efficient digital future for Scotland<\/span><span data-contrast=\"none\">, watch\u00a0our\u00a0<\/span><a href=\"https:\/\/www.youtube.com\/watch?v=ggN51HkpypM\"><span data-contrast=\"none\">explainer video<\/span><\/a><span data-contrast=\"none\">, visit:\u00a0<\/span><a href=\"http:\/\/www.gov.scot\/scotaccount\"><span data-contrast=\"none\">www.gov.scot\/scotaccount<\/span><\/a><span data-contrast=\"none\">, or if\u00a0you\u2019re\u00a0interested in accessing our test environment, please email:\u00a0<\/span><a href=\"mailto:scotaccount@gov.scot\"><span data-contrast=\"none\">scotaccount@gov.scot<\/span><\/a><span data-contrast=\"none\">.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p>&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8211;<\/p>\n<p><strong><span class=\"cf0\">Have you read our Digital Scotland newsletter?<\/span><\/strong><\/p>\n<p><!--EndFragment --><span class=\"css-1jxf684 r-bcqeeo r-1ttztb7 r-qvutc0 r-poiln3\">Read the latest edition: <\/span><a class=\"css-1jxf684 r-bcqeeo r-1ttztb7 r-qvutc0 r-poiln3 r-1wvb978 r-1loqt21\" dir=\"ltr\" role=\"link\" href=\"https:\/\/t.co\/Z5GMX3o2WL\" target=\"_blank\" rel=\"noopener noreferrer nofollow\"><span class=\"css-1jxf684 r-bcqeeo r-1ttztb7 r-qvutc0 r-poiln3 r-qlhcfr r-19qo34d r-qvk6io r-orgf3d r-u8s1d\" aria-hidden=\"true\">https:\/\/<\/span>tinyurl.com\/4y7ew6h8<\/a><\/p>\n<p><span class=\"css-1jxf684 r-bcqeeo r-1ttztb7 r-qvutc0 r-poiln3\">Subscribe to future editions: <\/span><a class=\"css-1jxf684 r-bcqeeo r-1ttztb7 r-qvutc0 r-poiln3 r-1wvb978 r-1loqt21\" dir=\"ltr\" role=\"link\" href=\"https:\/\/t.co\/I3q34wEGKH\" target=\"_blank\" rel=\"noopener noreferrer nofollow\"><span class=\"css-1jxf684 r-bcqeeo r-1ttztb7 r-qvutc0 r-poiln3 r-qlhcfr r-19qo34d r-qvk6io r-orgf3d r-u8s1d\" aria-hidden=\"true\">https:\/\/<\/span>bit.ly\/3jlynUs<\/a><\/p>\n<p>&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8212;&#8211;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Developed by\u00a0the\u00a0Scottish Government,\u00a0ScotAccount\u00a0launched in 2023 and delivers the Digital Strategy commitment to provide a secure and\u00a0simple way\u00a0for people to sign-in and,\u00a0if needed,\u00a0verify\u00a0who they are\u00a0and that they are eligible for a public service or benefit online.\u00a0\u00a0<\/p>\n","protected":false},"author":317,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[157,6,400],"tags":[515,387],"class_list":["post-5793","post","type-post","status-publish","format-standard","hentry","category-digital-identity","category-digital-scotland","category-scotaccount","tag-civil-service-awards","tag-scotaccount"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Putting users at the heart of ScotAccount: How research shaped the service - Digital<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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