The Scottish Approach to Service Design (SAtSD)

The vision for the Scottish Approach to Service Design is that the people of Scotland are supported and empowered to actively participate in the definition, design and delivery of their public services (from policy making to live service improvement).

The 7 principles of SAtSD

So how do we do this?

While we don’t have all the answers, we think we should start with a set of founding principles and build from there.

  1. We explore and define the problem before we design the solution.
  2. We design service journeys around people and not around how the public sector is organised.
  3. We seek citizen participation in our projects from day one.
  4. We use inclusive and accessible research and design methods so citizens can participate fully and meaningfully.
  5. We use the core set of tools and methods of the Scottish Approach to Service Design.
  6. We share and reuse user research insights, service patterns, and components wherever possible.
  7. We contribute to continually building the Scottish Approach to Service Design methods, tools, and community.


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