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3. Design and deliver a joined-up experience

Users shouldn’t be excluded or have a poor experience because of the way government is structured, or because a service is only designed for digital channels.

You should start by understanding how users need to access your service and design an experience that works for them. This means you can provide a consistent experience across offline and online channels.

Putting the same value on every interaction people will have with your service means it’s less likely to fail, which is important for building trust with users.

How you do it

  • Be responsible for the whole service, not just the digital parts
    Understand how people access your service and make sure you have a plan for all parts of it
  • Make sure the online and offline experience is the same
    Use consistent design patterns, such as language and style, to help people understand where they are and what they need to do
  • Understand where improvements can be made
    Put a plan in place to make improvements to processes, systems or structures when the service goes live

Links to detailed guidance:

Digital Scotland Service Standard

1. Understand users and their needs

2. Solve a whole problem for users

3. Design and deliver a joined up experience

4. Help users succeed first time

5. Make sure everyone can use the service

6. Have a multidisciplinary team

7. Iterate and improve frequently

8. Create a secure service which protects users’ privacy

9. Define what success looks like and publish performance data

10. Choose the right tools and technology 

11. Make new source code open

12. Use and contribute to shared digital practices, processes, components, standards, patterns and platforms

13. Operate a reliable service

14. Ensure sponsor acceptance

 

 

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