This week we are joined by Cat Macaulay, Head of User Research and Engagement from the Scottish Government whose talk is titled- "The Scottish Approach to Service Design: Could Scotland be the first country in the world with a shared, national, participatory approach to how we design our public services?"
The public sector faces unprecedented challenges: rising citizen expectation of the quality and accessibility of services; increasing demand; and decreasing public funds. Which is why we believe the time has come to help everyone who is involved in designing public services (public, third and private sectors, as well as service users themselves):
• Collaborate more effectively on co-designing services
• Share resources
• Minimise duplication of effort
• Build a national understanding of the lives and needs of Scotland’s people
• Make that understanding available to everyone
We need to make it easier and more efficient to deliver public service transformation and reform whilst making it easier for the people of Scotland themselves to participate in designing the services that affect them. A shared approach to designing public services could provide: a core common language; a set of common values, methods and tools; and mechanisms for sharing our collective efforts to understand user needs and define service solutions. This talk will explore the challenges and opportunities of building a shared national approach to public service design in Scotland.
Dr Cat Macaulay, Head of User Research and Engagement, Scottish Government. Cat joined the Scottish Government two years ago after a wide ranging career in the third, academic and private sectors. She has delivered service design and user research projects for a wide range of global companies (from the BBC here in the UK to Intel in the USA) and lectured about design ethnography, interaction, and service design in Europe, Asia, North America and Australasia. Her team deliver user research and service design projects across a wide portfolio of design challenges across Scottish Government and the wider Scottish public sector including the devolved social security benefits, information sharing in criminal justice cases and the mygov.scot website.
Event is free to attend and all welcome
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