service design Archives | Scottish Enterprise Design blog https://design.scotentblog.co.uk/tag/service-design/ Transforming public services to businesses in Scotland Tue, 19 May 2026 08:46:28 +0000 en-GB hourly 1 https://i0.wp.com/design.scotentblog.co.uk/wp-content/uploads/2020/07/cropped-saltire.png?fit=32%2C32&ssl=1 service design Archives | Scottish Enterprise Design blog https://design.scotentblog.co.uk/tag/service-design/ 32 32 The disability myth https://design.scotentblog.co.uk/the-disability-myth/ https://design.scotentblog.co.uk/the-disability-myth/#respond Sat, 10 May 2025 19:40:55 +0000 https://design.scotentblog.co.uk/?p=4528 Everybody needs, and uses accessibility improvements, whether they realise it or not.

Whether it's access ramps or lifts to footbridges, they help all of us, every day.

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]]> https://design.scotentblog.co.uk/the-disability-myth/feed/ 0 standard Who are we willing to exclude? https://design.scotentblog.co.uk/who-are-we-willing-to-exclude/ https://design.scotentblog.co.uk/who-are-we-willing-to-exclude/#respond Fri, 14 Mar 2025 21:04:30 +0000 https://design.scotentblog.co.uk/?p=4062 This is an exercise I like to run at the start of any project. It’s based on a tweet a long time ago by Jamie Knight (and Lion, of course) which I can’t/won’t link to because, well, twitter. You can read Jamie’s bio on their site or LinkedIn profile. The exercise is simple. At the …

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]]> https://design.scotentblog.co.uk/who-are-we-willing-to-exclude/feed/ 0 standard Good Services Scale: an interactive assessment https://design.scotentblog.co.uk/good-services-scale-an-interactive-assessment/ https://design.scotentblog.co.uk/good-services-scale-an-interactive-assessment/#comments Thu, 17 Oct 2024 20:58:49 +0000 https://design.scotentblog.co.uk/?p=3822 Ask any service designer to list their top 5 or 10 people in the industry who have influenced them, and it’s a fair bet that most of them will mention Lou Downe. Lou literally wrote the book about service design in the public sector in the UK. And pretty much introduced the concept into UK …

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]]> https://design.scotentblog.co.uk/good-services-scale-an-interactive-assessment/feed/ 1 standard Joining the dots from intent to outcome https://design.scotentblog.co.uk/joining-the-dots-from-intent-to-outcome/ https://design.scotentblog.co.uk/joining-the-dots-from-intent-to-outcome/#respond Thu, 14 Dec 2023 20:35:31 +0000 https://design.scotentblog.co.uk/?p=3115 As a service designer, a large part of my job is making sure everyone on the project sees and understands the same picture. We all need to have a shared understanding of: That sounds easy, but in reality it’s not. Everyone has their own perspective: designers, developers, content designers, architects, security people, product owners … …

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]]> https://design.scotentblog.co.uk/joining-the-dots-from-intent-to-outcome/feed/ 0 standard The Scottish Enterprise recruitment experience – from recruiting manager to applicant https://design.scotentblog.co.uk/the-scottish-enterprise-recruitment-experience-from-recruiting-manager-to-applicant/ https://design.scotentblog.co.uk/the-scottish-enterprise-recruitment-experience-from-recruiting-manager-to-applicant/#respond Wed, 10 Aug 2022 10:49:29 +0000 https://design.scotentblog.co.uk/?p=2330 The SE recruitment experience Applying for a job seems simple enough, right? Set out your own expectations on a job and employer, find something that meets your expectation and apply! However, in the 6 months I have spent with the service design team at Scottish Enterprise (pretty new right!) I have learned that very few …

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]]> https://design.scotentblog.co.uk/the-scottish-enterprise-recruitment-experience-from-recruiting-manager-to-applicant/feed/ 0 standard Service landscape maps: seeing the bigger picture https://design.scotentblog.co.uk/service-landscape-maps-seeing-the-bigger-picture/ https://design.scotentblog.co.uk/service-landscape-maps-seeing-the-bigger-picture/#respond Tue, 02 Aug 2022 18:23:13 +0000 https://design.scotentblog.co.uk/?p=2311 This is a service landscape map. Services rarely, if ever, exist in a void. They exist within a context. A landscape. Service landscape maps capture and illustrate that wider context and allow us to see the complexity at play, and to develop a better understanding of the user’s whole experience. Update (23 Aug): The service …

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]]> https://design.scotentblog.co.uk/service-landscape-maps-seeing-the-bigger-picture/feed/ 0 standard The places and people we remember https://design.scotentblog.co.uk/the-places-and-people-we-remember/ https://design.scotentblog.co.uk/the-places-and-people-we-remember/#comments Thu, 12 May 2022 11:57:28 +0000 https://design.scotentblog.co.uk/?p=2197 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 …

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]]> https://design.scotentblog.co.uk/the-places-and-people-we-remember/feed/ 2 standard How many people does it take to design and build a service? https://design.scotentblog.co.uk/how-many-people-does-it-take-to-design-and-build-a-service/ https://design.scotentblog.co.uk/how-many-people-does-it-take-to-design-and-build-a-service/#respond Thu, 17 Jun 2021 13:24:06 +0000 https://design.scotentblog.co.uk/?p=1902 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 …

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]]> https://design.scotentblog.co.uk/how-many-people-does-it-take-to-design-and-build-a-service/feed/ 0 standard How capabilities mapping helped us see the bigger picture https://design.scotentblog.co.uk/how-capabilities-mapping-helped-us-see-the-bigger-picture/ https://design.scotentblog.co.uk/how-capabilities-mapping-helped-us-see-the-bigger-picture/#respond Fri, 12 Mar 2021 08:50:10 +0000 https://design.scotentblog.co.uk/?p=1739 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 …

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