- When we do user research with businesses about our Services, we also talk to our staff that are delivering them.
- Just like customers, we often hear the same things from staff, over and over again, regardless of which design, platform or web page we’re testing.
- These issues are not aimed upwards at management, but represent the lived reality of everyone in the organisation, and are there for all of us to fix
The places and people we remember
What do we take from those we have worked for, and with? What do we take from each role we do into the next?
I’ve blogged before about my career journey. The best of times has been when I’ve worked for someone who has understood me as a whole person and believed in me. Here’s some thoughts about my journey over 35 years

The silver bullet
Anyone who’s worked on iterative design projects – sometimes called ‘agile’ projects, although that term itself often hinders understanding, rather than helping it – will know that reflection is a key part of the journey. We’ve been doing a lot of reflection lately, and it’s prompted me to reflect on what digital transformation is – or perhaps more importantly, what it isn’t.
Continue reading “The silver bullet”
About Ruth McArthur
I'm a service designer with a background in content design, web development and graphic design. My career began in the last century, when words were written on paper and publications printed with bits of metal. The world moves on.
User experience begins long before someone reaches your website
COVID-19. Collective sigh. If you’re not jaded by it all yet then your reserves of positivity surely know no bounds.
The winds of change that have blown across our world as a result of this surreal event are quite incredible. And many things will never be the same again.
Small town centres, previously peppered with empty shops, are bustling. Employers are embracing remote working like never before. Deserted city centre scenes, previously only featured in apocalyptic movies, have graced the evening news.
But some things haven’t changed.
Many organisations continue to create policy, advice, products and services in complete ignorance of how user behaviour in the modern age will define their effectiveness.
There’s been no more perfect example of this than the four corners of the UK all having different and, in many cases, contradictory rules and advice for citizens to follow during this pandemic.
Continue reading “User experience begins long before someone reaches your website”How many people does it take to design and build a service?
Scottish Enterprise is changing. We are delivering services to customers and stakeholders in new ways, this gives us a fabulous opportunity but also presents some challenges.
As the team leader for the user centered design team at Scottish Enterprise I hear comments such as ‘What do you mean when you say service’, ‘We don’t really know what you do or who you are’ and also ‘But don’t you just build websites? Why do you care about all this other stuff that’s not digital?’
It prompted me to think what was causing this perception and how I felt four years ago when I joined the digital team at Scottish Enterprise. I was struck by how many people are involved and therefore how confusing it can be.
Continue reading “How many people does it take to design and build a service?”How we improved the exporting user journey on the Scottish Enterprise website
We recently redesigned the exports and international markets section of the Scottish Enterprise website.
Our goals
- Raise awareness of our exporting expertise and support – in order to help more businesses, we needed them to be aware of what support they can access through us
- Create content that is relevant and useful to exporters and potential exporters – we wanted to ensure that content on our website was meeting user needs
- Get more enquiries for exporting services and events – we wanted to get more people asking us about the services and events that we offer
- Help users self-serve – we wanted to help people self-serve where possible, or signpost them to other help and support, at the right point in the customer journey
- Get more users taking advantage of market opportunities – we wanted to help businesses understand what opportunities exist in overseas markets and how they can access them

About Katie Dickerson
I'm a service designer with a background in content design and a passion for taking hard things and making them simple.
From service designer to user researcher
I started my career at Scottish Enterprise as a content designer. Actually, we were called ‘web content developers’ back then, before we really embraced the idea that there is more to content than just words on a web page. Then I joined the service design team as a service designer, and over the past few months, I’ve been doing a dual role as a service designer and user researcher.
Continue reading “From service designer to user researcher”
About Katie Dickerson
I'm a service designer with a background in content design and a passion for taking hard things and making them simple.
How capabilities mapping helped us see the bigger picture
The problem
We have a transformation programme underway across Scottish Enterprise. It was getting harder to see what needed to be done to deliver the bigger picture – rather than just bits of the jigsaw. In addition, many people were focusing solely on ‘the bit you need to build’, rather than seeing the whole service – end to end, online and offline.
Continue reading “How capabilities mapping helped us see the bigger picture”How to deliver agile projects to a deadline
You can’t.
Agile projects deliver when they cross a quality threshold.
If you hit a deadline, or met a budget, without crossing that threshold, you weren’t agile.
It’s that simple.

About David O'Brien
I'm a service designer in Scottish Enterprise's unsurprisingly-named service design team. I've been involved in the web for over 20 years, one way or another.
How we made it easier for businesses to find coronavirus funding
The problem
The FindBusinessSupport.gov.scot (FBS) website had to adapt quickly when the coronavirus (Covid-19) pandemic hit to ensure that businesses could access up-to-date information about what they needed to do and what support they could get.
Because new funds were constantly being offered, and guidance kept changing as we moved in and out of lockdown, we just added new content when changes were announced by the Scottish Government. We never had time to step back and think about the complete customer journey, and the coronavirus advice page had become very long and complex.
The challenge
The Scottish Government asked us to make it easier for businesses to access information about coronavirus funding and support on the FBS website, and they gave us two weeks to do it.


About Katie Dickerson
I'm a service designer with a background in content design and a passion for taking hard things and making them simple.
How to be a designer, teacher and parent at the same time

The title of this post is misleading. It implies that I’m going to provide you with tips on doing all these things well simultaneously. I’m not. It isn’t possible. What I am going to do is share how I have been balancing my job as a service designer with homeschooling my 5-year-old and chasing after my 2-year-old during this most recent lockdown.
Like many parents, I’ve been faced with an almost impossible task – do your job while also giving your children an education. If your working day is seven hours, and a school day is six hours, and a parenting day is around 12 hours, that’s 25 hours of work to fit within 24 hours. And that doesn’t include eating, sleeping, cooking, housework and this ‘self-care’ stuff that everyone is so big on these days.
Continue reading “How to be a designer, teacher and parent at the same time”
About Katie Dickerson
I'm a service designer with a background in content design and a passion for taking hard things and making them simple.
Working with the Service Design team

Why am I writing this?
I want to highlight the great teamwork I’ve experienced working with the Service Design team, but also to highlight challenges we are trying to overcome.
Continue reading “Working with the Service Design team”
About Sheryl Crombie
I am a Project Manager in the Business Support Partnership, with a background in Information Management and an interest in all things technical.
Getting an economic development agency to act like a service provider

What does Scottish Enterprise do?
According to our website, “Scottish Enterprise is Scotland’s national economic development agency. We’re committed to growing the Scottish economy for the benefit of all, helping create more quality jobs and a brighter future for every region.”
And how do we do that?
By providing services.
Continue reading “Getting an economic development agency to act like a service provider”
About Katie Dickerson
I'm a service designer with a background in content design and a passion for taking hard things and making them simple.
Volunteering
In Scottish Enterprise, we can take up to 3 days per year to volunteer. A few of us on the Digital team have use this to contribute to various projects. Others in the team and across Scottish Enterprise are also volunteering on their own time.
Continue reading “Volunteering”
About Stephanie Krus
I'm a service designer and started at Scottish Enterprise in May 2019.
What I learned at Service Design in Government 2019

So, I spent yesterday in Edinburgh at Service Design in Government. Here’s what I learned.
Continue reading “What I learned at Service Design in Government 2019”
About David O'Brien
I'm a service designer in Scottish Enterprise's unsurprisingly-named service design team. I've been involved in the web for over 20 years, one way or another.
MyBusinessID – Business Account for Scotland
Reading Time: 2 minutesSimply put, MyBusinessID is the Scottish shared account for accessing public sector business websites.
Continue reading “MyBusinessID – Business Account for Scotland”