Scottish Approach to Service Design

Research and design methods

It’s important to remember that this is about people – their lifestyles, their livelihoods, their lives – and the things and other people that matter to them. Through research and design activities we gather a lot of information about people and develop insights that will likely benefit the design of public services beyond an organisation’s immediate perspective.

We’re not always consistent in how we plan and deliver participation activities, conduct research, or how we share insights for re-use. The Scottish Approach to Service Design promotes a consistent way of developing and sharing insights across organisations.

To make sure participation is accessible to everyone, research and design methods must be:

Inclusive

There are over 5.5 million people in Scotland. Everyone will have unique experiences, perspectives and knowledge that can contribute to the design of public services. Involving a diverse range of people in design and decision-making means services are more likely to meet the diverse needs of the population.

If we use our own abilities, opinions and experiences as a baseline then we make things easy for some but difficult for everyone else that does not have the same needs. Taking the time to plan involvement with under-represented or marginalised groups, and considering how different characteristics intersect, will provide valuable insight into what a diverse population needs to access and benefit from policies and public services.

Inclusivity promotes good design. It opens up opportunities to more people and means services are more likely to work for everybody.

Being inclusive means:

• involving a diverse range of people, including those less likely to engage directly with government
• making sure participation in research and design activities is accessible and there are no barriers to taking part – for example, covering expenses or putting in place any training and support that would help someone contribute fully

Ethical

Working with people in an ethical way means:

• everyone is safe and feels supported
• research is valid in terms of objectivity and integrity
• research is lawful and transparent
• research is inclusive and respectful
• participation is voluntary and people understand how their data will be collected, stored, and used
• results are used and shared with others
• people understand what has happened as a result of their involvement

Collaborative

By working in partnership with others, we can also commit to increasing and improving the quality of participation. Not just asking people to take part in research, but involving people in the earliest stages. For example prioritising what’s important, scoping research and making sense of what the data is telling us.

Legal

Protecting people’s personal information should be taken very seriously when planning any kind of research or engagement, particularly when collecting data on protected characteristics or other demographics.

Make sure:

• the right lawful basis is being used to process personal data for research purposes, and processes are in place for collecting and processing data legally
• that anyone taking part understands how their personal data will be used, that there’s no pressure to take part, and that they can stop at any point
• all processes and information are communicated clearly and in plain English

Each project should be considered separately, and may need a range of impact assessments, so always speak to your data protection team and get legal advice at the earliest stages.