How to create accessible Word documents

Reading Time: 7 minutes

First, some definitions

An accessible document is a document that people with a range of physical and cognitive impairments can read and understand.

An accessible document is, typically, also a document that people with no physical or cognitive impairments can read and understand better, and faster.

Also typically, an accessible document is easier for content authors to maintain. Because it uses tools that are baked in to Word and other MS Office applications to support accessibility and improve workflow.

So, here are some tips on creating accessible Word documents.

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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 capabilities mapping helped us see the bigger picture

Reading Time: 4 minutes

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.

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How we used the Good Services Scale to evaluate the GlobalScot service

Reading Time: 5 minutes

The Good Services Scale is a tool that was developed by Lou Downe, the director of design and transformation for land and housing at the UK government. It allows you to assess the quality of your service using the 15 principles of good service design.

The Good Services Scale in Excel format, with a 0-4 scale across the top in red, orange, yellow, blue and green
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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.

Showing your users journeys as a Tube map

Reading Time: 3 minutes

Tube maps are a good way to layout a user journey. is not the easiest tool for this, but if you want to try, here’s how.

You can explain the various ways a customer can find your service and the different journeys depending on the channels used for example:

map of a service as a tube map
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About Stephanie Krus

I'm a service designer and started at Scottish Enterprise in May 2019.

Usability Findings Report – August 2012

Reading Time: 2 minutes

Findings report – August 2012

In August 2012 we produced a report to share our findings with partner agencies. This was to show them common issues and also set a baseline for acceptable usability.
At the same time we also collated observations from Neilson’s usability week lectures that several staff members attended.

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