Scottish Approach to Service Design

The design process

The design process reminds us to be sure we’re creating the right thing before we can design something that’s fit for purpose and meets the needs of service users, staff or organisations.

We do this by taking time to understand the needs we’re trying to meet before designing solutions. Of course, the model is not meant to imply designing policies and services should be a neat straight line from left to right. Instead it reminds us that humans often rush to solve problems without really understanding what those problems or needs are in the first place.

We should take time to understand the problem before designing solutions. For example, we might find out that we need to do further research, or that we’re ready to develop ideas to test, or that there is no value in doing further work. These outcomes are all valid and can stop us delivering something that people don’t need or won’t use.

The shape of the double diamond also reminds us that at times in the design process we’ll be thinking broadly, and other times we’ll be narrowing down. For example, openly researching a topic, before narrowing down insights, or coming up with lots of ideas before taking forward an idea to test.

Working through the double diamond is not linear – you might go through the process many times during a project.

How does this apply to public services?

The principles of the Scottish Approach to Service Design means that organisations responsible for services work together, and with the people who need and deliver those services. This collaboration should happen throughout the design process, and should include the development of policies, such as decisions about creating the conditions for future services through new legislation, guidance or funding.