Scottish Approach to Service Design

Creating the right culture

Designing with, not for, is the basis of the approach. This means people working in partnership to design services.

This includes:

• service users and members of the general public
• staff working day-to-day in the delivery of services
• the people who make decisions about how services are designed and delivered
• the wide range of organisations that make up the public sector, in particular organisations that represent different communities and help people navigate and access public services (such as the third sector)

When you involve people in designing policies and services, it’s important to define and communicate what decisions are in scope. This means you can plan your approach to participation and understand how you’ll create opportunities and spaces that allow people to work together.

We know we need to look beyond organisational boundaries if we want Scotland’s public services to work for people. By working across policy areas, service teams and sectors, we can bring together knowledge and insights that can benefit a wide range of services.

Creating a culture that promotes and champions participation and collaboration should include agreeing new ways of working, shared values, opportunities to learn together, and a commitment to openness and transparency.

Collaboration and shared decision-making

Designing collaboratively involves taking the needs of participants into account at all stages, from how you plan your time to how you deliver the work. It’s about modelling and embedding a culture of collaboration in projects.

As well as designing with a wide range of people, it’s important to put the right support in place so they can take part meaningfully.

Participation can take many forms, from consulting people and making decisions based on what you learn, to handing over decision-making entirely.

The Scottish Approach to Service Design encourages Scottish Government, the wider public sector (including community-based organisations), and service users, to work in partnership and share decision-making where possible.

Your design process should make it as easy as possible for everyone to:

• understand the current situation and the needs of people and communities, so everyone can decide how best to come up with ideas for change
• invest their time, knowledge and skills in engaging activities
• work together, even when making difficult decisions