Service (re)-design at Registers of Scotland – The Doing

At Registers of Scotland, we have an abundance of information, ways of reaching people, and data. Do we use it effectively, does it become the focus too much or don’t we use it at all?

In this session, we’ll discuss a particular piece of work on an existing service. We’ll talk about:

how we developed our discovery phase around three pillars
how we used these to ensure we understood the problem before considering any solutions
what we learned, and what we would do differently next time.
We will also take you through our approach to changing the thinking of our organisation and building up our maturity around service design.