What is it?
It is important in any service design project to spend sufficient time gathering and analysing as much background information on the situation as time will allow.
Why use this technique?
Helps officers to avoid assumptions and gain a deeper understanding of the area. Research can also generate new ideas or theories about a particular topic and highlight existing theories to be validated or challenged
What does this technique look like?
There are many data sources you can look at. These may include, for example:
- websites
- reports e.g. performance reports
- accounts
- organisational charts
- news articles
- plans and policies e.g. Local Outcomes Improvement Plans.
Who is involved?
Background research can be carried out individually and theories/ideas generated should be tested with a diverse range of key stakeholders as we move through the Discover phase.
Skills required?
- Research – officers should use analytical skills to gather new and relevant information.
- Writing and reporting – officers should be skilled at organising the information gathered in a clear concise manner.
- Analytical thinking - officers should be skilled at evaluating the information gathered
-
The Scottish Approach to Service Design
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 Double Diamond (Design Council)
The Double Diamond is a visual representation of the design and innovation process. It’s a simple way to describe the steps taken in any design and innovation project, irrespective of methods and tools used.